Servant Leadership in Action: How This Couple Built a Values-Driven Mr. Rooter Plumbing Franchise

When Deborah Albero-Darata and Brian Poole became owners of Mr. Rooter® Plumbing in 2017, they knew exactly what kind of business they wanted to build—and what kind they didn’t.

From the very beginning, they believed technical skills alone wouldn’t define success.

“We always tell new employees,” Deborah says, “‘We can train you to be a great plumber. We can’t train you to be a good person.’”

That philosophy has shaped every part of their operation.

For Deborah and Brian, building a strong franchise starts with intentional leadership development. They regularly host leadership seminars and employee meetings—not just to improve performance, but to help their team grow as people. The goal is simple and powerful: when good human beings show up at a customer’s home, stronger relationships follow.

That commitment to people shows up in how the business is run every single day.

From the start of the day to the very end, Deborah and Brian lead through servant leadership. They see their role not as directing from the top, but as actively removing roadblocks for every employee—so technicians, customer service representatives, and managers can do their jobs well and take pride in their work.

Leadership accountability doesn’t stop with ownership.

Managers are expected to support their teams the same way, and employees are encouraged to help one another succeed. The result is a collaborative, respectful environment where people feel valued—and where doing the right thing is non‑negotiable.

At the center of it all are clear core values.

They say that “these aren’t just slogans on a wall.” Deborah and Brian hire and manage by them. Neighborly’s® core values serve as the foundation for decision-making, culture, and customer experience alike.

That values--first mindset aligns seamlessly with the Mr. Rooter and Neighborly brands, where trusted service depends on trust between people. Customers don’t just call Mr. Rooter to fix plumbing problems—they invite technicians into their homes. Deborah and Brian believe character is what turns those visits into lasting relationships.

Their approach has created more than a successful plumbing franchise—it has created a workplace where employees grow, customers feel respected, and leadership acts with purpose.

For this couple, franchise ownership isn’t about operations alone. It’s about building people, serving others, and leading with integrity—and proving that when values lead, success follows.