We can’t believe that it is almost 17 years since we first met you. You were a young guy just starting your pool business. Building an inground pool is a big commitment, financially and otherwise. We considered three companies. But we chose you. We liked your focus, your energy level, and especially your commitment to deliver on the promises you made to us. Turned out, it was a very good decision on our part. The pool has been wonderful, as has been the responsiveness, professionalism, and knowledge of all your team members whenever we’ve been in the store or had service calls. They’re top notch and Juliano’s service level is pretty rare these days. Not sure if your ‘secret sauce’ is hiring the right people or the training you provide, but either way it is impressive and makes for a great customer experience. Over the years, we’ve directed friends and acquaintances to Juliano’s Pools. Some for new pools, some for maintenance. Feedback has always been positive. As we write this, another pool season is winding down. And, members of your team are in the midst of replacing our pool liner with their usual high level of courtesy, professionalism, and efficiency. The main reason for writing this letter is to thank you for standing up and doing the right thing for the customer, in this case us. You can imagine our dismay when it turned out that the replacement pool liner we had installed a few years ago was defective and the manufacturer declined to honor its warranty. Without hesitation, your response was ‘I’m doing right by my customer and will correct this for them’. So, thank you for making this situation right. To us, it demonstrates the underlying customer values that you’ve built your business on. And, congratulations for building a successful business that is a pleasure to deal with.
