At Jeff Ellis Management our work ethic and reputation mean a lot to us and that's why we asked four clients to complete a question and answer survey to let us know how we're doing. Our primary objective was to gain a better understanding of our strengths, opportunities and brand differentiation.
Each client was asked 10 questions and their answers are below:
- Tell me a little about the history of your relationship with Jeff Ellis Management – what were you looking for at the time?
- We always thought we were well protected – but realized after a near drowning that we weren’t and that there must be better ways of managing out there
- We were very unhappy with our last management group – especially with the guards
- We inherited a management company and I wasn’t totally happy – they were not very dependable – sometimes guards didn’t show up and we would have to close the pool
- We were looking to lower our costs and improve our customer service
- Why did you choose Jeff Ellis Management?
- One of our Board members used to work for E&A and I had an in-depth conversation with Jeff that convinced me
- His program is unlike anyone else’s – there’s no comparison between JEM and others
- I was at Disney on vacation and was very impressed with their lifeguards so I asked who they worked for and they told me JEM. I did some research and then Jeff came to meet with all the property managers – I was impressed that he took the time – he is very personable and told us whether it is a little or a large swimming pool, that they had the same system.
- We called another city to get a referral and we were very impressed when we talked with them
- What is working well?
- I always feel comfortable that we will not have an accident, I don’t have to interview and hire life guards every year, the shift in liability and the responsiveness of the management team – all I have to do is pick up the phone
- Everything – we never have any problems – they know what we want and we know what they want. When pool season comes, we slip right into it – everything fits like a glove
- Their lifeguards are so knowledgeable, courteous, professional and friendly to everyone – they really enjoy what they do
- Really everything – we’ve been with them for 5 years – in the first year our budget was $400K, we had 10K visitors and 2-3 complaints a day – today, our budget is $300K, we have 40K visitors and I can’t remember the last time we got any negative feedback
- Are there any challenges or opportunities?
- I thought they would be better at managing the water (chemicals) they did in the beginning – but I’ve had my maintenance guy take over – it’s a small trade off for JEM
- No – one year we had a problem with a pool manager and Jeff came and worked it out – he took the bull by the horns – his people are so dedicated to him they are amazing and unbelievable
- We really haven’t had any problems – their turnover is really low so we have the same people and managers each year so we’ve really built a rapport
- Opportunity to continue to reach more customers – offer more swim lessons for kids and adults
- What are the biggest problems that they solved for you?
- Providing the safest possible facility
- Our homeowners feel safer, their kids feel safer, their grandkids feel safer
- Dealing with the kids in the pool – JEM lifeguards do not leave on their breaks until every kid is out of the pool – even if it means they get a shorter break – it’s always safety first – they do a great job and talk with the kids
- The customer service issue – they helped change the philosophy about how a pool should be run
- What are the 1-3 key benefits for you in having Jeff Ellis manage the facility?
- 1) Jeff makes himself accessible – if we need him, he or one of his top people are here 2) He has helped us with our budget – he did studies on our pool and helped point us in the right direction by recommending that we adjust our hours 3) their training program is the best – it is so impressive
- 1) Taking the pool off my hands – I know it is being managed properly 2) they notify me if pumps or equipment need attention – they know this equipment so much better than I 3) they keep me up to speed on things – no surprises – I like that
- Reduced costs, improved customer service and better retention of lifeguards – before we had a harder time recruiting and retaining because other pools paid more – now, they know that they might be able to transfer to another Jeff Ellis facility so it’s more of a career path
- What does Jeff Ellis Management do uniquely well?
- As big as they are, I still see Jeff Ellis come to my little facility several times a year
- There is no comparison – you cannot compare JEM to others – when I am at other pools, I give them JEM contact information
- The way they train their staff, when they come to work they are prepared and professional. They treat us the same as Disney
- Hold lifeguards accountable
- What kind of facilities do you think would most benefit from Jeff Ellis Management services and why?
- Other country clubs, water parks – really anyone that has lifeguards
- Any and every aquatic facility
- Any type of aquatics – water park, indoor, outdoor, lake – they have the knowledge
- Any type of aquatic facility – anyone that uses lifeguards
- Would you be willing to give a testimonial? “I would recommend Jeff Ellis Management because”:
- You can’t put a price on safety – and JEM is the best, the convenience such as not having to hire lifeguards, and it is really economical when you figure in the workman’s comp and liability. (Jim)
- They are trained to save lives (Marsha)
- I never have to worry because they are so professional – I think they are the best in the industry (Victoria)
- Of what they’ve been able to do with us – I’ve been with the city for 21 years and of all the things we’ve done – contracting with Jeff Ellis ranks in the top 3 best accomplishments – they have been hugely impressive and I can’t say enough great things about them Mike Sargis
- Any other comments?
- If I ever change clubs, I would certainly do everything in my power to bring JEM onboard.
- I spend a lot of time at the pool and JEM lifeguards are phenomenal – lifeguarding with JEM is no easy summer job.
- I’ve even had Jeff Ellis sitting in my life guard chair.