16/05/2026
16x28 Doughboy Cypress Ridge
Fresh install sent in to by a customer "to put on Facebook."
Me: "Most of our customers don't want to make it on our Facebook now days"
customer: no response (I took this as consent to post about it, to be honest) (he responded as I was making this)
This customer went to bed last night wanting to fist fight me, (I got his point somewhat, I get it) My 19th hour of the work day responses probably aren't too inviting when you're mad at me. I'm human. He woke up this morning (this is an important part of everyday), calm, cool and collected. All was good.
Moral of the story: we do such good work, even when you want to fight us, you love us. JK that's not it. I've said this before, you don't choose us because were perfect, you choose us because in the end, we make it right. We put his frog in the wrong spot (honestly, it pains me to say it, we did it. p.s. the installers install pools, the service guys service pools, it sounds dumb I know, but hey it is what it is). I'm going to have an attitude at 9pm at times, some warranted, some maybe not so much. I make the estimates and invoices. Payment types are going to change; the employees are going to screw them up trying to change the discounts back. it happens. We fix it. (my guys charged a customer wrong the other day, I saw it, I fixed it, the customer had paid, I refunded the money, she would have never said anything, Ashley (she goes by some hyphenated thing now) probably doesn't even know I refunded some money to her to be honest, until she reads this).
One of my main employees walked in to my office after a long day today. We talked, the topic was 1) my post on Facebook. People have asked. Aren't you scared you scare away customers? NO. If this Facebook post makes you not want to go with us, it's working. It took years, one to build this to what it is, and two, to realize not every money is good money. We cant do every job if we wanted to. We do more work than the next 4-5 competitors combined. 2) we talked about how when we walk into a backyard we are accomplishing a goal (he called it a dream but that sounds corny to me). A pool that you will make memories in, have family gatherings, kids will learn to swim in, etc. We know, we care. We've become one of the most referred companies from this. I had guys with 78 hours this week alone. I've been here when every employee arrives and when every employee leaves the last month. Unfortunately, I don't clock in or out (i think id make more if I did). Because I don't want to see it lol. Its way more than money, trust me. We mess up, call us (respectfully). give us some time to respond. These aren't statuses to avoid letting us know where we can improve (unless its communication, you got to deal with that one I'm sorry). We opened your pool and there's a leak, let us know. But lets get over the 5 leaves that got left in your rocks, the 30 mins past your arrival window, being mad you got moved because its 30 degrees in May. We have some of the best customers in the world (these posts just give u the bad, because it's fun). We appreciate every referral. We appreciate every recommendation. We just cant please everyone. I asked a guy this year where could we improve, to gain that 5th star after he left us a 4 star review. He told me "no where, I just don't give 5 stars". Well, okay then. Warm weather is in the forecast, let's not forget it was the shi***** spring I can remember. Let's be patient and get the pool done right the first time (or call us when the handyman that could do it cheaper and quicker surprisingly doesnt honor his work)
