What does customer centric mean? The standard definition is: “Client-centric, also known as customer-centric, is a strategy and a culture of doing business that focuses on creating the best experience for the customer, and by doing so builds brand loyalty. Client-centric businesses ensure that the customer is at the center of a business’s philosophy, operations, or ideas.”

I know many businesses strive to be the definition of customer centric but, how exactly do they reach and maintain that level? The first rule of thumb is to hire specific people that care about your customers experience and have a grip on their wants and needs when starting and finishing a project. Your employees must have the patience and knowledge to listen and understand what the customer is asking for and how to achieve their goals accurately.

Secondly, being customer centric doesn’t end when the project is completed. We believe in a “service after the sale” philosophy. This includes follow up calls with customers, job site visits to ensure goals and visions were met and regular company update emails and reminders for pool cleaning, service and other maintenance.

Lastly, customer centricity is a company culture that can be quite infectious! It spills over to how employees treat each other, not just the customer. This creates an enjoyable work environment and makes everyone literally a part of the team. I enjoy not only seeing a smile on our customers face, but also, the look of my fellow employees that love coming to work!