We’ve begun surveying our customers to find out about their experience with the construction process, like we’ve seen other industries do. We’ve been able to get tremendously valuable information from that. We’re using Guild Quality, a third-party company.
We are taking extremely seriously the input we get from our clients on how we’re taking care of them, how we’re following up, and how quickly we’re resolving issues. It is so vitally important to our industry for homeowners to feel that we are listening to them.
Because of the input, we’re working on a better, quicker, higher-quality process for building pools. One of the biggest complaints that customers have is that we typically give them a rear-view window shot of what’s happening during construction, and it’s very difficult to see the view out the front windshield, so to speak. The difficulty lies in the ability to know where the project is going and in what time that it’s going to that point. We’re working on being able to update the customer quicker. We’re looking at the best way to do that.
It’s definitely the most important thing to make sure our customers are happy and that we set realistic expectations, so we communicate with them upfront about what they can expect and then try to exceed their expectations once we get under construction.