Cultural Anthropology: Observing the DesRochers's Crew in their Natural Habitat

During the interviewing process at DesRochers Backyard Pools and Spas, there was a lot of discussion of “culture.” Each time the word was used, I could feel the wheels in my mind creak into motion as I took a mental trip back in time….

Once upon a time, in a land not so far away, I took a course in Cultural Anthropology to fulfill a college requirement. To sum up a semester of study that happened over 30 years ago, I recall lessons gained not from experience, but from observing groups of people in their natural surroundings, Observations in the way they relate to one another, their customs, the things they eat, how they celebrate, laugh and love each other all come together to form their “normal.” Those things would be more apparent from an outsider’s unbiased perspective and form their unique culture. I enjoyed that class enough to retain those lessons in my memory when so many others have been lost without a trace.

I began my new position for Backyard Pools with near zero experience in how pools work, chemicals, water chemistry, or any clue how to utilize computer testing equipment. I was a fish out of water with fresh eyes focused on so much new around me. And the new was not limited to my job description. I started paying close attention to the people who spend hours and hours inside those retail walls. I became aware of an energy, like a smile or a hug, and I was compelled to understand, where is it coming from? And there I was, 30 years removed from that college course, a Cultural Anthropologist: collecting concrete data to explain the amazing energy in the Backyard Pools culture.

Mallory. The retail operations manager who hired me. She is a force. Warmth, honesty, energy: she commands attention without saying a word. I liked her long before I met her because she took the time to help me with my spa before I ever stepped into the business. She impressed me with systems she developed to run each location efficiently and set her team up for success in day to day operations. Mallory is a cheerleader for the DesRochers family along with every single person who works along with her. I observed her strong belief in using experiences, good and bad, as a tool for personal improvement and adapting her approach and coaching to bring out the best in everyone around her.

Little by little, I have had the pleasure of meeting the team. I observed their interactions, watched how they enjoyed each other and seem to genuinely appreciate each person for their unique contributions to the company. I watched the care shown to customers, who come into a warm welcome from a staff that treat them as if they are made of gold, and it is genuine. I notice there is not a “type” of person that works here. There is a variety of personalities, each one given a chance to shine in their own way. But the one thing they all seem to have in common: they all seem to like being here.

Was it always like this? Hungry to figure out how this culture came to be, I dove into the archives of company literature. I came across written reviews from employees, past and present. Heartfelt note after note, many using keywords like “family” and “team” and “trust” to describe how they felt about their time here. Many spoke of being encouraged, even helped to pursue their own dreams when their time at DesRochers Backyard Pool came to an end. Each sentiment praised a business not for what they offered, but for how they brought out their personal best.

Wow.

Digging deeper, I learned, that the 1st generation owners, Michele, and Mike, built this business and the energy can be traced back to them. What they created lives on in their children who continue on with the compassion and dedication to their crew that they embrace as “family,” and a commitment to giving their very best to the people who utilize their services.

All the amazing things I noticed about Mallory; she selflessly gives credit for her personal and professional success to the DesRocher’s family. As an outsider looking in. They embraced her, noticed her talents, and then let her shine.

I realize I have only scratched the surface of the magic behind the DesRochers Backyard Pools and Spas culture. Already I can see that the future holds lessons in honesty, integrity, appreciation…..oh, and let’s not forget the incredible amount of training we all receive to offer quality customer service for all of your pool and spa needs. I am so excited to set those into motion as the season gets underway. I look forward to meeting each one of you and helping you turn your backyard into a beautiful, happy, and healthy place. We all have that commitment to you.

As for today’s conclusions about the Desrochers Backyard Pools and Spas culture? There is something incredibly special going on here. Come see us. Pay attention, you can feel it in the air. I am thrilled to have been welcomed with open arms into such a beautiful “normal.”