Edward D. Gibbs, President Toronto, Ontario, Canada
Many companies are responsive during the initial process of getting the sale, but the ones that maintain a high level of communication throughout design, construction and even after, are the ones that receive outstanding customer reviews. A customer shouldn’t have to track you down or get the runaround to get questions and concerns addressed.
Gib-San Pools made the decision to restructure its customer service process after feedback that customers couldn’t get through to anyone when they had a service issue. To improve on response time and communication, Ed Gibbs, president of Gib-San Pools, moved away from the traditional service manager and created a client care crew. “We have a team of four people — a team head and three with him. When clients phone in, they always have someone to speak to, rather than an automated attendant or not reaching anyone,” he says.
The company also invested in a team of project managers. Each customer is assigned one who sticks with them throughout the job. The project managers, who often are out in the field, also have an administrative support team that works in the office.
According to Gibbs, adding the project managers has really helped the company connect with customers. “It allows the client to be part of the process,” he says. “By having project managers, you’re in the business of managing jobs and managing people.”
Clients must detect the difference. “The entire crew was extremely professional, courteous, attentive and hard-working throughout the build, always ensuring that, at the end of each day, they left our backyard job site safe and secure, as well as clean-as-possible,” said Gib-San customers David Udovicand and Sandra Micallef. “We were kept well informed and involved in all decisions as the project manager did a wonderful job communicating and managing change requests along the way. From the onset and throughout the project, it became most apparent that Gib-San is not just any pool builder.”
Rena Goldman joined Hanley Wood in 2016 as a content producer for Pool and Spa News and Aquatics International. She has contributed to a variety of different publications, including Remodeling and ProSales. Rena recently relocated from Washington, D.C. to Los Angeles. firstname.lastname@example.org