EYS MAGAZINE 2020 EXCELLENCE IN CUSTOMER SERVICE

This year has been difficult for all business across the world. While COVID-19 continues to cause uncertainty, havoc and financial hardship in the global economy, it is crucial to maintain some normality for business to survive and be successful against the odds.

One of the pivotal factors of a business’s success model is the employees on the frontline who are the critical communicators between the operation of the company and the customers. They are the frontline who set the precedence for imparting knowledge and quality assurance in exchanging goodwill and holding on to their loyal customers. One such team who are the core and epitome of their industry are Leroy Bowmaker and Jake Carden.

Leroy and Jake are the envy of all pool stores across Australia. Their customer service, product knowledge, understanding and patience to ensure quality service is exemplary. Possessing years of experience between them and a loyal customer base—Leroy and Jake continue to be the leaders in the industry. Working at Rouse Hill’s All Clear Pool & Spa Supplies for ten years have brought recognition and interest by many pool owners who take pride in their pools and want the best of the best to serve the health of their expensive luxury. A recent closure to the Rouse Hill store has now seen them both move to All Clear Pool & Spa Supplies, Windsor.

At eYs Magazine, we are always on the lookout for individuals and organisations who have constituted an integral part in supporting their community during these unprecedented times. Employees are the backbone of any successful organisation. They put a human face on the product or service, form personal connections with customers, and define the culture of the organisation. Yet despite the importance of a high performing workforce, research shows that 32% of organisations struggle to keep their best employees. Loyalty is an increasingly rare trait.

ALL CLEAR POOL & SPA SUPPLIES

WINDSOR - NSW, AUSTRALIA

Research has shown that when organisations integrate employee recognition as primary practice, employee behaviour improves. As a result, the organisation benefits through:        

Improved Engagement, Productivity & Profits

Motivated Employees

Encourages a Collaborative Work Environment

Boosts Employee Happiness and Morale

Increases Positive Workplace Culture

Lower Employee Turnover Rates

Develops a Willingness to Help Customers

Improves Employee Health

We are delighted to honour Leroy Bowmaker, and Jake Cardner, the eYs Magazine 2020 Excellence in Customer Service from All Clear Pool & Spa Supplies.

LEROY BOWMAKER

Leroy Bowmaker

All Clear Pool & Spa Supplies

When did you begin work in the pool industry?

My dad used a local pool shop for all his pool supplies for his home pool. I went in there one day, and dad introduced me to the staff there as I needed a casual job after leaving school. I ended up enjoying working at All Clear Pool and Spa Supplies for so long I stayed for ten years! I never thought I’d get that far.

How do you stay motivated, and what are the challenges you face daily?

Keeping people happy and receiving positive compliments for your work keeps me motivated. While winter is a breeze, summer can get challenging when people want something done at a moment’s notice.

What motivates you to be the best in the industry?

Simple. Similar to my last answer, I like to have happy customers who give you and the business a positive wrap, even when you are not around.

What are your valuable lessons?

Don’t cut corners. Follow up as best and as quickly as you can on each enquiry, complete processes as best as you can so you can minimise slip-ups and have a higher number of happy people.

What are your favourite hobbies outside of work?

I’m a total computer nerd. Love building them, setting them up and giving them a purpose. It’s kind of weird how I ended up in the pool industry considering how much I’m involved with them even before starting working at All Clear

JAKE CARDEN

Tell us about your background.

I was originally a mechanic, as a kid, I was always hands-on; when I started in the pool industry. I wanted to repair pumps, cleaners and chlorinators for those who couldn’t upgrade or are unfortunate.

When did you start in the Pool Industry?

A few years ago, Brendan introduced me to Leroy Bowmaker for a job interview; I instantly was more interested in Leroy’s car than the interview. We have made a great friendship with our cars and hobbies through work.

How do you stay motivated, and what are the challenges you face daily?

Customers being happy and cheerful, repairing stuff that they thought could not be fixed.

What are valuable lessons and biggest disappointments in your career?

Valuable lessons are the customers are always right, biggest disappointments are when something is beyond repair, or a customer comes in unhappy.

What motivates you to be the best in the industry–especially during these challenging times?

Customers that show their appreciation with our hard work it’s not always easy for us, also the newest addition in my family, my daughter Victoria.

Who is your inspiration, and why?

Definitely, Leroy, because he trained me from the start. He is a great manager, trainer, and a good friend.

What is your favourite pastime when you aren’t working?

My cars. At the moment, I’m building an older Ford Falcon with my father.

Jake Carden

All Clear Pool & Spa Supplies

www.allclearpoolsupplies.com.au 2/52 Mileham St, Windsor 2756

Ph: (02) 4587-7300 Fax: (02) 45877333