In the words of
Jeremy Smith
President
California Pools & Landscape
Chandler, Ariz.
Our mission is to create happy customers who trust us enough to refer their family, friends and neighbors.
Our approach is multi-tiered and starts before the first client meeting takes place. A concierge service takes in calls, emails and online messages from potential customers, gathering information on what they want — whether it’s sunken pools, extensive landscaping or something else. We then match our design/sales staff with customer needs, based on their expertise and experience, so they can talk to customers in-depth about how they plan to use their space.
During and after construction, we offer a customer portal so clients can access information when they need it, even when our offices are closed. This includes schedules, contracts, change orders and warranty documents. Through the portal, they can make payments, upload photos, request warranty repairs, and send us feedback.
In addition, our warranty program exceeds state requirements, and we include a lifetime warranty on all building materials used. We don’t hide behind exclusions and small print.
With the many modes of communication available nowadays, it’s hard to facilitate face-to-face conversations. That is why we launched the My CPL Customer Portal mobile app this year, to ensure clients have all the information they need.
To empower our staff, we provide leadership training and give our personnel decision-making authority so they can more immediately serve our customers. In addition to weekly staff meetings, I hold a monthly meeting during which I introduce our culture to new hires to ensure we’re all on the same page and share a passion for customer service. Our diverse workforce creates a thriving culture of respect and gratitude, which contributes to consistently exceeding our customers’ expectations.
We see negative feedback as our customers asking for help. We will not give up on them, even if that means rebuilding our pools. The best way to resolve issues, though, is to make customers understand that they are part of our team and the goal is to make them happy. Once they know we are all on the same side, the relationship usually gets reset and lines in the sand are erased.
