logo
    • News
    • Classifieds
    • Free Subscription
    • Book Store
    • Submit
      • Submit a Classified Ad
      • Submit an Educational Announcement
      • Submit a letter to The Editor
    • Past Issues
    • Regional Trade Shows
    • Testimonials
    • Contact
    • News
    • Classifieds
    • Free Subscription
    • Book Store
    • Submit
      • Submit a Classified Ad
      • Submit an Educational Announcement
      • Submit a letter to The Editor
    • Past Issues
    • Regional Trade Shows
    • Testimonials
    • Contact
News
November 30, 2020
Who do you turn to for excellent customer service?

“Customer experience,” as opposed to “customer service” is how many successful companies interpret how they interact with their clientele. It is a catch phrase that encompasses the entire experience that the customer has with a company, from the initial contact to product presentation, to the closing of the sale, to the handling of any questions, problems or complaints. A company’s competitive advantage can be driven by their interest in the customer’s experience. And just like scoring a home run in baseball, it is all about the follow through.

Take the service team at S.R. Smith: their focus is on the experience. The company’s stated mission is to make products that make the pool experience better for swimmers and owners. For the people who design aquatic facilities, they create tools that make it easier to select what is needed. For the people who service pools, they design products that are safe and easy to install.

But they don’t stop there.

They also have a customer service team on hand, ready to field questions as varied as the products they manufacture.

Zofia Dombrowski and Cindy Snyder are lighting specialists for S.R. Smith. If you have technical questions about S.R. Smith pool lighting, chances are you will be speaking to one of them – Cindy in the western half of the country, Zofia in the east.

They take calls on how to identify existing lights, how to check fitting and conduit sizes, how to upgrade old fiber optic lighting, how to get the correct conversion kits and how to resynchronize lighting systems. And they love to take your calls, preferably while you are still on the job.

“When you’re there at the job site, pick up the phone and call me and let’s talk about what you see and we can get it done on the spot,” Cindy said.

Talk about follow through.

Or take the team members at H2flow Controls: they view the purchase of their products as only the beginning of a long-term relationship with their customers. According to Gavin Hackett, H2flow Controls Chief Operating Officer, ensuring 100% customer satisfaction and resolving any support related issues in a prompt and effective manner are essential to customer satisfaction “Great systems are only as good as great support, and a cornerstone of our business is providing a ‘beginning-toend’ solution,” Hackett said.

So if you have a question about H2flow’s commercial variable frequency drives or any of their Eco-Flow products, you will probably end up talking to Dave Atkins (419) 309-7218. For a conversation about flow-meters, you want Matt Hackett (419)-464-9502 It can be frustrating standing at the equipment pad, phone in hand, endlessly on hold or else keying in one extension after the next in pursuit of an actual human being to answer a simple question. Why is it that some companies seem to deliberately create bureaucratic hurdles and barriers to communication? Customer service is an integral part of the customer experience: businesses that understand this are sure to inspire consumer loyalty.

H2flow Controls Flow Meters Matt Hackett 419-464-9502 Variable Frequency Drives Dave Atkins 419-309-7218 S.R. Smith Lighting Support Line 800-824-4387 Zofia Dombrowski Eastern Ext. 4012; Cindy Snyder Western Ext. 2282.

LATEST NEWS
Pool Hot Tub Alliance takes to the Hill
News
Pool Hot Tub Alliance takes to the Hill
PHTA members, staff met with congressional leaders to discuss swimming pool related issues
May 31, 2025
By Marcelle Dibrell The Pool & Hot Tub Alliance (PHTA) hosted its third annual PHTA Day on the Hill this April as association members went to Washingt...
this is a test
News
Pool techs answer service pricing survey
May 31, 2025
With the summer solstice a couple weeks away and Memorial Day just past, it’s hard to argue that summertime hasn’t arrived, and that means that it’s t...
this is a test
LA pools overwhelmed by mosquitos
News
LA pools overwhelmed by mosquitos
May 31, 2025
Beleaguered residents of the recent catastrophic Los Angeles fires are facing a new public health crisis: Mosquitoes. It was a predictable outcome tha...
this is a test
Hotel pool heater sends 2 to hospital
News
Hotel pool heater sends 2 to hospital
May 31, 2025
A carbon monoxide incident in a Kansas hotel caused by a swimming pool heater sent two guests to the hospital. The DoubleTree by Hilton in Riley Count...
this is a test
BioLab Conyers, Georgia plant closes
News
BioLab Conyers, Georgia plant closes
May 31, 2025
The chlorine manufacturing plant that was responsible for last year’s massive chemical fire in Georgia will not be reopening. BioLab, owner of the Con...
this is a test
MONEY ON THE TABLE
News
DON’T LEAVE
MONEY ON THE TABLE
SIGN UP TODAY & GET THE RIGHT TOOLS
May 31, 2025
DON’T LEAVE SIGN UP TODAY & GET THE RIGHT TOOLS The Fluidra ServicePro rewards program is designed specifically for pool service companies and gives y...
this is a test
Read Our Newsletter
ePaper
coogle_play
app_store
Free Subscription
View Current Print Ads
Educational Announcements
Aquatic Training Institute

Educational Leverage

Foundation For Pool Industry Education

Locey Pool

Pool Chemistry Training Institute

Pool & Hot Tub Alliance

Portofino University

Underwater Pool Masters
Trade Show Dates
  • The International Pool Spa Patio Expo
    Nov. 12-14, Dallas, Texas
  • The Pool and Spa Show
    Jan. 28-30, Atlantic City, New Jersey
  • 35th Annual National Plasterers Conference
    Feb. 26-28, Lake Buena Vista, Florida
  • The Southwest Pool and Spa Show
    Feb. 4-8, Houston, Texas
  • The Western Pool and Spa Show
    Feb. 6-8, Long Beach, California
Books to Order
About Us Terms of Use Privacy Policy
We use cookies to ensure that our website gives you the best experience possible. By continuing to use this website, you agree to this use of cookies.OK