The Edge - Q1, 2014 - (Page 55)

Service Award Pro Tech Pools It's Customer Service First to Last by Ron Derven THERE ARE THREE keys to running a successful pool and spa service business, according to Toni Homerick, owner, Pro Tech Pools, Miller Place, New York. Focus on the customer, treat everyone with honesty and integrity, and be present in the business to keep everything on track. Those are the qualities that have allowed Pro Tech Pools to grow year over year, to retain virtually every customer and to win a Silver Medal in NESPA's 2013 Service Awards of Excellence competition Homerick has been in the service business for 30 years, but it wasn't until a few years ago that she got into it full time. "I worked alongside my husband in his service business when I could when our children were young. As they got older - my youngest is now 25 - I got more involved in the business. A few years ago, my husband wanted to focus exclusively on pool and spa installations and give up the service business. I decided to take it over and run it myself," she said. Her early experience was more on the administrative side than the customer side, taking care of the books and other business issues. Naturally, at pool and spa opening time, everyone joined in and did everything. Recently, because of the new licensing requirements on Long Island, Homerick became a Certified Service Technician (CST). EXCLUSIVELY SERVICE Pro Tech Pools is exclusively in the service business, with no retail store, although Homerick has thought about it from time to time. During the season, the company has five trucks on the road. "There are 10 regular employees and another person in the office who helps me," she said. "Many of our customers have yearly service contracts with us, so we watch the pool throughout the year. Our customers know that they can always reach us throughout the year if there is a major storm or a catastrophic problem. We keep one tech with us throughout the winter." Pro Tech Pools' area of operation is Suffolk County, New York, with an emphasis on the north shore. "We cater to homeowners and handle all of their pool and spa needs so that they never have to worry about the pool at all if they don't want to. We always go the extra mile for the customer," she continued. "If there is ever an issue, we fix it to the customer's satisfaction." Homerick said her customers have told her that when they call her business, they know they are dealing with people who really care about them, from the person who answers the telephone to the tech who responds to the service call. YEARLY CONTRACTS STRESSED Pro Tech Pools stresses year service contracts for all of its customers, and "We cater to homeowners and handle all of their pool and spa needs so that they never have to worry about the pool at all if they don't want to. We always go the extra mile for the customer. If there is ever an issue, we fix it to the customer's satisfaction." - Toni Homerick THE EDGE 55

Table of Contents for the Digital Edition of The Edge - Q1, 2014

The President’s Message
Taking Your Business to the Next Level
Don’t Hire ‘Deadbeats’ – Use Talent-Based Interviews
Three Routes to Increased Profitability
The Latest and Greatest Online Marketing Tools
The Outdoor Room Boom
Successful Collaboration Between Landscape Architect and Pool Builder
Project Focus: Cipriano Custom Swimming Pools and Landscaping
Add Profits to the Job with Artificial Rock Waterfalls
Safely Operating the Service Truck
Selling Energy Savings
Service Award Winner Honored
Moving Beyond the Basics of Water Chemistry
Index of Advertisers

The Edge - Q1, 2014

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