S2-E63: The Five-Star Culture: Turning Employees Into Ambassadors and Customers Into Fans
The Deep End with Eric Triplett
Release Date: 10/12/2026
S2-E64: The Pond Digger for Waterfall Commissioner: A Waterfall in Every Backyard! - Guerrilla Marketing, Politics, and the Power of Water
The Deep End with Eric Triplett
Eric shares how he utilized a clever guerrilla marketing strategy by placing humorous political signs around town during election seasons. Rather than promoting direct sales with traditional contact information, his campaign for waterfall commissioner relies on a no-close touch approach designed simply to make commuters smile and build lasting brand recognition. These playful advertisements contrast with the stress of modern politics by offering a lighthearted distraction and promoting the calming benefits of nature. Ultimately, his vision centers on encouraging people to unwind and reconnect...
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S2-E63: The Five-Star Culture: Turning Employees Into Ambassadors and Customers Into Fans
The Deep End with Eric Triplett
Eric Triplet and discuss the importance of cultivating a five-star service culture and generating authentic Google reviews to build business reputation. The conversation highlights how shifting from impersonal automated texts to meaningful, in-person interactions helps technicians take pride in their work and address customer issues proactively. Furthermore, the speakers explore creative engagement strategies, such as event-based marketing and follow-up quality control calls, to continuously collect positive feedback and improve team accountability. Through sharing their personal challenges...
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S2-E62: Pumpkins by the Pond: How One Idea Becomes a Tradition
The Deep End with Eric Triplett
Eric reflects on a cherished career memory from a moonlight pond tour featuring glowing jack-o'-lanterns that he originally hosted over two decades ago. Inspired by a new team member named Brian who suggested a trunk-or-treat event, Triplett initially focused on the logistical obstacles and challenges of hosting a large gathering. However, this sparked a collaborative brainstorming session where Triplett and his staff rapidly transformed the idea into an upcoming annual event called Pumpkins by the Pond. The upcoming celebration at the Pond Digger Ranch in Cherry Valley, California,...
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S2-E61: Who Gets to Decide If You Can Own a Pet? | Alyssa Miller-Hurley, Pet Advocacy Network
The Deep End with Eric Triplett
Eric interviews Alyssa from the , an organization that represents the interests of pet owners and the professional pet care community. She explains that her primary role involves lobbying government officials to ensure that regulations concerning animals are based on scientific data rather than pure emotion. Throughout the conversation, warns against the efforts of activist groups like PETA, who she claims are pushing for broad bans on the sale of all live animals, including fish and birds. The discussion highlights the negative consequences of such bans, such as the potential rise of...
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S2-E60: Why 30,000 People Keep Coming Back to EQUIP Expo with Kris Kiser
The Deep End with Eric Triplett
Kris Kiser, President & CEO, Outdoor Power Equipment Institute, OPEI, joins Eric to discuss the , an expansive 43-year-old trade show for the outdoor and landscape industry. Rather than a traditional indoor display, the event focuses on experiential learning, offering 30 acres of outdoor space where contractors can test machines in real-world conditions. Kiser emphasizes the importance of peer-to-peer networking and education, highlighting specialized programs like the Equip Academy and interactive morning shows. The sources also detail the TurfMut Foundation, a charitable initiative that...
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S2-E59: Nature Doesn't Care About Your Plans - Bears, Wildfires, & 30 Years Building Ponds
The Deep End with Eric Triplett
Expert aquatic specialist Eric Triplet discusses the evolving relationship between residential water features and local wildlife, specifically focusing on the rise of bear encounters in Southern California. He observes that while bears were rarely a concern for much of his thirty-year career, recent environmental shifts and massive wildfires have driven these animals into suburban backyards more frequently. Triplet explains that bears can cause significant structural damage to ponds, such as shredding liners and displacing heavy stones, often simply while trying to navigate or cool off. To...
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S2-E58: Fish Tanks in The Classroom With Kristen Yee of The Festae Factory
The Deep End with Eric Triplett
Today's episode features sixteen-year-old Kristen Yee, a young entrepreneur and conservationist who discusses her lifelong passion for the aquarium hobby and her family business, . She shares how she invented a fluidized bed filter using recycled materials for a third-grade project, which has since evolved into a successful product sold at aquatic trade shows. The conversation highlights her "Fish Tanks in the Classroom" initiative, an educational program funded by filter sales that aims to inspire a new generation of hobbyists through school sponsorship and hands-on mentorship. Kristen...
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S2-E57: Friendship Through Scales - The Miami Koi Show with Santana & Bristol
The Deep End with Eric Triplett
The episode centers on the inaugural , a high-end event designed to foster koi culture and education in South Florida. The organizers detail unique attractions, such as a banquet hosted on a yacht and a venue specifically engineered for aquatic displays, to highlight the "Miami flavor" of the competition. They address the logistical hurdles of launching a new show while expressing a desire to build a supportive hobbyist community that values quality Japanese fish. The conversation also explores the technical nuances of judging, the diverse categories of awards available, and the broader appeal...
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S2-E56: How Great Contractors Connect With Great Customers Featuring Drew Ainscough of Incline Marketing
The Deep End with Eric Triplett
Eric and Drew talk about the intersection of craftsmanship and digital strategy. The discussion highlights the limitations of platforms like Yelp, where strict review policies can hinder a business's reputation, and emphasizes the complexity of Google’s advertising ecosystem. Ainscough explains how businesses can optimize their sales funnels by integrating social media presence with targeted performance campaigns to capture high-quality leads. Triplet shares personal anecdotes about maintaining a culture of care and using the "131 technique" to empower employees to solve customer problems...
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S2-E55: Building a Better Reef: How Real Reef Rock Changed the Aquarium Game Featuring Gareth Scott
The Deep End with Eric Triplett
Gareth Scott, the founder of , talks with Eric during the LA Pet Fair. The conversation highlights how the company developed a sustainable, man-made alternative to harvesting live rock from natural coral reefs, which was once the industry standard. Scott explains the transition from importing Tonga branch rock to manufacturing calcium-based substrates in the USA to prevent environmental degradation and the spread of aquarium pests. The episode covers the technical aspects of their aquaculture process, including how they achieve a purple coralline aesthetic and ensure biological stability. Key...
info_outlineEric Triplet and Mike Garvey discuss the importance of cultivating a five-star service culture and generating authentic Google reviews to build business reputation. The conversation highlights how shifting from impersonal automated texts to meaningful, in-person interactions helps technicians take pride in their work and address customer issues proactively. Furthermore, the speakers explore creative engagement strategies, such as event-based marketing and follow-up quality control calls, to continuously collect positive feedback and improve team accountability. Through sharing their personal challenges and successes, both entrepreneurs emphasize that prioritizing customer satisfaction ultimately benefits the community and drives long-term success.
Key Takeaways:
- Ask for feedback with confidence and purpose by asking others if you provided five-star service and explaining how their input helps the wider community.
- Confront shortcomings proactively by asking what specific action can be taken right away to turn an imperfect experience into an exceptional one.
- Involve and coach your entire team through routine role-playing and open discussions so every member feels equipped to uphold high communication standards.
- Prioritize authentic, personal follow-up touches to check in on relationships and project quality rather than relying solely on impersonal automated messaging.
- Capitalize on peak moments of customer satisfaction to ask for reviews or referrals in real time, making the process effortless with accessible tools like QR codes.
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