Recently, we had our spa and waterfall feature remodeled by your company. The results were outstanding. But more than the end result being outstanding, so was the entire process.
Our salesperson, Rodger Berry, walked us through the entire process and helped to guide towards surface textures and colors that worked well with the overall color scheme of the surrounding area. His patience and professionalism made the choice of using Adam’s Pool Specialties any easy one.
Once the sales process was completed and contracts signed, we were contacted by Barbara Hall. One of the problems that seems to be universal in the construction/remodeling industry is the lack of communication and follow-up. Not the case with Barbara. We received regular phone calls explaining where we remodel and when we could expect work crews to begin the various stages of the process.This communication have been hindered by forecast of rain during the remodel. Again, not the case with Barbara. We had constant update on how she was scheduling around the rain.
Her commitment to customer service did not end with the completion of the job. After the product was allowed to dry, I turned my equipment on and noticed that my return jets were not operating correctly. Hoping to get to first in line on Monday, I emailed Barbara on a Sunday and detailed the problem that we were experiencing. Within an hour, I received a response from Barbara, who promised that a repair tech would be out first thing on Monday morning. She responded on a Sunday! Now that is customer service!
The quality of service did not end there. Service Techs, Josh and Victor, worked on the problem and due to their resourcefulness the problems were quickly solved.
Often in business, we are quick to complain of lapses in customer service and in many cases, rightfully so. We are not as quick to recognize high quality in customer service. We did not want to miss this opportunity to compliment you and your organization.
BB