A Chat With May's Profile, John Doheny, CEO, Doheny's Water Warehouse
CS: What do you like most about this business?
JD: Having a 12-month housefile over 125,000 customers has its advantages.
CS: What do you like least about it?
JD: The seasonality of the business. The annual fire drill takes its toll.
CS: What's the toughest challenge you've faced in your career in the catalog/multichannel business? What did you do to overcome that challenge?
JD: With any business, you face steps of growth. How you manage those steps will affect your ability to grow to the next level — and how quickly. We're very conscious of this and change as our company does. We recently put in place a new senior management team, and we're always evaluating what to do next. My role has really changed from working in the business to working on the business.
CS: What's your approach to beating the competition in your marketplace?
JD: We look at all the types of competition in our channel — retail, mass merchants, service companies, direct competitors, and so on. We try to stay focused on what we do well and do it better every day. We believe the long-term value to our brand is staying focused on the basics.
Our model of providing pool supplies directly to the customer’s door quickly and at great prices keeps our customer satisfaction ratings high and our customers coming back year after year.
CS: What factors have led to Doheny’s Water Warehouse being a successful business?
JD: We've developed a strong team that's passionate about the business. We have a great desire for growth, and never settle on things being good enough. And we always stay focused on how to better serve our customers.
CS: What's the best thing about working for Doheny’s Water Warehouse?
JD: In today’s environment, having a debt-free business with a strong balance sheet and good profit margins allows us great flexibility. I'm able to sleep at night because we've always run the business with a very strong spirit for growth along with financial discipline.