In the words of
David Thompson
CEO
Swimming Pool Services
Waukesha, Wis.

To us, great customer service means setting realistic expectations and meeting them.

One of our core values is communication. One of the biggest customer complaints we hear from potential clients is other companies don’t return phone calls or follow through on their commitments in a timely manner.

It is very important to discuss any problems that may arise as soon as possible, along with our proposed solution.

We try to make sure our team members as well as our clients follow and believe in our company’s core values. Both sides need to fit our culture — if they don’t, it will be difficult to have a successful relationship. Our team has the right to “fire” any client who does not fit our culture, as long as we finish the transaction that we are working on to their satisfaction beforehand.

Putting our customer-service system in place meant we had to make difficult decisions, both with team members and clients who didn’t fit our core values. In many cases, it was evident which team members didn’t fit because they were unhappy due to the culture.

To empower our staff, we begin with a thorough interview process that focuses more on a team member’s personal core values. Any team member is permitted to do what’s needed to make a client happy, should any issues arise. We also perform annual reviews of our communication process with clients to see what needs upgrading. For instance, we are in the process of launching a customer relationship management (CRM) program to further improve our level of communication.

We use the GuildQuality and Broadly customer surveying platforms to constantly gain feedback from our clients. These platforms offer us answers to in-depth questions so we can identify areas to improve.

During our weekly leadership team meetings, all customer complaints are discussed so we can learn from the experience.