What is the measure of a company? Quality products? Excellent customer service? Timeliness? All of the above? When a company performs and meets these expectations, do they generally garner enthusiastic praise, or is that considered minimally acceptable?
I think the measure of quality in a company is not merely found in how well they perform a service or provide a product. Rather, what happens when things don’t go as planned. Integrity matters when things go awry. Absolutely, when a company provides quality materials and excellent service, it should be noteworthy, but when they take customer service seriously enough to mitigate issues of their own accord without any prompting, it alleviates pressure on the homeowner to know that the situation is manageable. Part of that important ongoing process is communication; a well-informed customer is certainly the bane of any mediocre company’s existence, but you know you found a top-notch performer when they ensure updates are frequent and well-understood.
Such is the case with LaGasse design and the saga that was my pool renovation. I do not trust easily, and from the onset I was comfortable with the representative’s knowledge and willingness to recite said information so that I might grasp the finer points.
The work ensued and each day I was provided detailed updates. Even with delays (through no fault of anyone, just the condition of the former fiberglass installation), the crews were always communicative and professional.
The it happened; the unthinkable. Problems arose after the build completed and I feared I would be left to my own devices. Not the case at all. Steve assured me they would resolve my issues no matter how long it took. That’s integrity, and that is why I would highly recommend them to anyone. Doing a good job is praiseworthy, standing behind your work shows integrity and pride.
Robin states on their website that they don’t have customers, they have relationships. I absolutely believe that to be true. Even though now, my problem is resolved, and despite the many trials to get to this point and Lagasse always resolute in their desire to make the customer content, I am dejected that I won’t see Steve and Dexter in my backyard anymore. Not just a quality company, quality people.