I recently asked one of my mentors, “If you were in my position, what would you focus your energy on?” His response was simple: Focus on building your team.
My father Dave Blocksom, who founded Pondscapes of Charlotte in 2002, instilled a culture of always doing the right thing for the customer. This means showing up when you say you are going to, addressing and fixing mistakes promptly, and most importantly, being honest with the customer. We strive to be 100% transparent with all our customers and build a relationship with them based on trust. This means you must hire good people who share this philosophy and see the importance of doing what is right, regardless of money or profit.
Over the years, we’ve seen many employees come and go, each teaching us valuable lessons about how to build a great team. When we hire a new employee, we evaluate them and determine what unique talent they can bring to our team. They also must fit into our company culture and blend well with their co-workers. It is important for each team member to feel valued and also to know that they are working for a company that allows them to grow both professionally and personally. Especially at a smaller company, it is important that each employee comes to work with a positive attitude and ready to take on the day.
A culture of leadership
Every team needs someone like Vicente Garcia, the ultimate professional. In his 10 years with the company, he is always on time. He is a hard worker and consistently seeks to improve his skills. He excels in finishing projects, making pond and stream liners disappear into the landscape without having any low edges or leaks. Regardless of challenges, Vicente maintains a positive attitude and a relentless work ethic day in and day out. In an era where hardworking young adults are increasingly rare, Vicente stands out as a role model who consistently shows up prepared to work. His exemplary leadership sets a standard for the team, ensuring high productivity and performance in our business.
Building a strong team that can function independently of the owner is crucial. The foundation of a good team lies in hiring individuals who naturally align with your company’s values. Good morale and integrity are essential to us. Ken Walls, an employee of more than 15 years, exemplifies these qualities. He has cultivated deep relationships with his monthly VIP customers, who trust him completely due to his unrelenting integrity and values. Ken’s relationships with his co-workers and customers extend well beyond his working day, as he has become good friends with many of them. In addition, his ability to operate independently is invaluable to Pondscapes of Charlotte. Ken services 70 ponds and water features on a monthly basis, coming into the office just once a week to touch base with the team. Ken’s dedication and independence are instrumental to our company’s success.
A culture of accountability
Establishing a culture of accountability and ownership in your business is vital. This starts with the owner; it is never someone else’s fault. No one wants to work for a boss who blames external factors for mistakes, or worse, blames their own people. Taking ownership of problems doesn’t start and end with the owner; it is a quality that great leaders within your company must possess as well. Braeden Branch, the lead foreman at Pondscapes of Charlotte, exemplifies this trait. With a versatile skill set that ranges from crafting beautiful waterfalls to selling water features, one of Braeden’s best qualities is his ability to take ownership of problems and fix them. Whenever an issue arises on a job site, he evaluates the situation and finds a solution before asking for help. Braeden has become a better problem solver than I on the job site, and it’s often a relief to hear him propose a solution before I’ve even had a chance to consider the problem.
The X factors of building a great team
Experience is invaluable. It is something that is earned, not given, and it is important that your team has it to help guide the younger generation. Doug Mazzulo had a career at the iron workers’ local union in the nation’s capital. As superintendent, he helped construct some of the most famous buildings and stadiums in and around Washington D.C. for over 20 years before joining the Pondscapes team. Today, Doug has his own service van similar to Ken Walls and is someone I can trust to make sure the job gets done right. Doug brings a tremendous amount of leadership and knowledge to the team.
A great communicator who enjoys engaging with people is essential for any customer service-related business. When someone calls Pondscapes of Charlotte, their first impression is crucial. Leslie Walls, who answers our calls, brings a touch of elegance and comfort with her years of experience managing high-profile clients as an Admirals Club representative for American Airlines. Her outgoing personality and bold demeanor make her a stellar first contact for potential customers. What sets Leslie apart is her openness and willingness to voice her thoughts, which greatly enhances our business processes. Her proactive approach fosters a culture of openness and continuous improvement, where every team member feels empowered to contribute ideas for growth. Leslie is also unafraid to handle tough situations, such as addressing overdue payments.
A good team brings ideas
Finally, you need someone on your team to think outside of the box and come up with new ideas to help the business grow. Experience is great, but sometimes the best ideas can come from the person with the least amount of experience. Dan Devries is a young pond professional who graduated from the University of Wilmington with a business analytics degree. Danny also has a business mind and has helped improve the company with his input and ideas on how to improve systems and processes to grow the business. A strong work ethic and the fact that he will not let anyone outwork him help him fit right in with the team.
The current team at Pondscapes of Charlotte reflects years of dedicated effort to recruit top-tier talent. We prioritize retaining exceptional individuals by ensuring a healthy work-life balance that meets their needs. Our ultimate goal is collective growth and success, where everyone’s aspirations and happiness align with the team’s overall vision. By fostering an environment where each team member thrives, we ensure the ongoing success and vitality of our company.
