Episode 124: Reuniting with Former Brothers Pool Service Repair Mechanic Danan Burns
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Today’s guest reminds us of a simple, yet overlooked principle in business: The more time and care you put into serving each individual customer, the more likely that customer will stick with you for life.
In this episode, we speak with our very own repair mechanic from Brothers Pool Service & Repair and a 20-year veteran of the pool industry, Danan Burns. Things that we always appreciated about him are his professional approach to the craft, that he takes personal responsibility and ownership with each job, and his incredible attention to detail.
We have a discussion, along with our service manager Kyle, on the day-to-day operations at Brothers, the procedures we built together, and the communication it takes to run a successful service and repair division.
Listen in as Danan discusses how his military experience informs his approach to servicing clients today, how to keep customers coming back to you, what it means to assume personal responsibility and ownership over each and every job, and his detailed repair process in the backyard.
Show Notes
01:50 - Danan’s life before getting into the pool industry
10:17 - How the Navy influenced Danan’s career today
13:53 - Danan’s experience working with the all-star team at X-Pools
23:18 - Why it pays to have more experienced coworkers in the pool business
37:49 - Keeping customers for the long haul by having (and living) core values
43:44 - Taking ownership of every job
48:07 - The challenges of working with middlemen
57:50 - Getting on the same page with your team for greater efficiency
1:03:16 - The importance of training and informing your team regularly
1:09:24 - The relationship between repair manager and service manager
1:16:24 - Effective communication with your team members
1:29:38 - Building a loyal customer base while maintaining high margins
1:32:15 - Danan’s process when working in a backyard
