How California Pools Takes Customer Service to New Heights
This leading industry publication rounds up the top 50 pool builders around the nation each year and highlights their exceptional achievements. Only ten of those 50 are highlighted for their customer service excellence – a group we are thrilled to be part of!
As Pool and Spa News astutely observes – 2020 and 2021 served up some of the toughest customer-service challenges in history. “The grouping of unprecedented demand, staff shortages and supply-chain delays turned customer service into a tightrope walk.”
Here’s how we met those challenges and how our commitment to above-and-beyond customer service has become one of our calling cards over the years…
The CPL Difference
MYCPL Portal App – Making Dreams Come True
Just one of the ways we make the customer experience smooth and seamless is through our MYCPL Portal app. This first-of-its-kind app allows our customers to view documents, payments, and the scheduling history of their project, as well as what is next on the schedule in the short term. It also gives each client an extended timeline of milestones that are waiting to be scheduled – all ready for easy access at their fingertips.
The app’s messaging feature allows clients to send text messages to key personnel and attach pictures, with responses that appear like a text string. Each message is archived by subject and time it can be easily referred to for future reference. Our messenger is also used to keep clients updated with pictures and information – so everything they need is in one place at the touch of a button.
Once, it was our policy to call every client, every day. However, the modern client prefers information at their fingertips, accessible when they are ready to review it. The MYCPL Portal app is just one way our business has remained responsive to the ever-evolving needs of our discerning clientele!
Overcoming Challenges with Grace
The pandemic created massive supply chain issues that made the delivery of goods and services difficult across countless sectors of the economy. Demand continued to grow and supplies of every type were severely compromised. Our customers—like most people across the country—were fatigued by pandemic excuses and of having to reduce expectations. As we prioritize transparency and clear communication, we insisted that those values would not be compromised during a challenging time.
Excellent customer service is about relationships, and relationships require that we look at the world with a perspective that is not our own. We believe it is so easy to fall into the habit of looking at what we do only from our own perspective, especially when we are overworked or stressed. But we must, “put our customer’s glasses on,” or see everything as our customer does. Our team represents this value in every interaction with customers, employees, vendors, and trade partners.
Having our customers’ glasses on gives us empathy and understanding, which allows us to have a great relationship with our clients and understand what they are going through. And we realize that putting our customer glasses’ on makes it much easier for them to put our glasses on—and that is how relationships are built, stronger than if there were no challenges!
From New to Lifelong Clients
Our Customer Concierge and Marketing team is dedicated to ensuring that a client’s first involvement with CPL is both inspiring and educational! We offer an array of videos, photo galleries, and informative articles, all while maintaining a personal connection with each client.
We realized that for potential pool buyers, it can be tough to find relevant and trustworthy information about purchasing a pool, whether it is cost information or timeframes. Our website’s Learning Center helps clients by providing all the information one needs to make an informed buying decision. Our goal is to answer every customer’s main questions before they click or call us! We want to empower buyers by answering their questions quickly and effortlessly.
In this way, we build trust and empower them to make the best decisions about their pool and backyard—it’s just one of the ways we put the customer first and ensure their experience with us is satisfying and pleasant from start to finish.
If you are ready to experience the California Pools & Landscapes difference, get in touch! We can’t wait to serve you.