Reflecting on 11+ Years at PoolDawg

On September 7, 2004 I officially joined the team at PoolDawg.com. What was then a fairly unknown brand is now one of the most trusted retail ecommerce brands in the billiards industry.  On February 12, 2016 I will be leaving the company.  As I enter my final week in the billiards industry, I can say without hesitation that I am extremely proud of what I helped build.

For most, leaving a company that you helped build and grow can be stressful. You worry about what will happen when you leave and how the company will do once you’re gone. Given the people I’ve worked with at PoolDawg over the years, I have no such worries and can leave knowing that the company will continue to thrive long after I’m gone.

For the past 11+ years, I had the opportunity and pleasure of working with some of the smartest and most talented people in the pool business. They are passionate about pool, but more importantly, they are beyond passionate about taking care of PoolDawg’s customers. It is a rare thing to be able to leave a company and know that the hundreds of thousands of customers the company serves will continue to receive the award winning level of customer service that they’ve come to expect when doing business with PoolDawg.

I can rattle off all sorts of accomplishments from the past decade, but ultimately this is the only accomplishment that really matters:

ratings1

This level of customer love doesn’t happen by accident and certainly doesn’t happen as the result of one employee.  These are not the BS reviews I wrote about a while back.  These are legit reviews from people who have purchased from PoolDawg. These are the types of real reviews you get when you build a company culture that is completely focused on blowing customers away with exceptional service.  No company can exist without customers, so if you’re not amazing your customers with exceptional customer service, you’re doing it wrong.

PoolDawg is not just an online store. It is a billiards destination. It is a place where people can learn to become better pool players. It is a place where you can shop and know that you’ll be taken care of. It is a place where a customer can ask for and receive honest opinions about products without ever getting a “hard sell”. It is a place that stands behind the products they sell on a level that is comparable with the most trusted brands in the world.

I wish nothing but the best for my soon to be former team, including the best mascot in the entire billiards biz – Mr. Frank T. Dawg (posing here with our 2013 Bizrate Platinum Circle of Excellence Award).

ratings2