We built LAZO Outdoors on values that go deeper than construction. It’s about doing right by people, even when it’s hard. That’s why, when rare challenges happen, we don’t hide we lean in. This case study is one example of how we handle adversity with integrity, accountability, and care. It’s not just how we do business it’s who we are.
Since 2001, LAZO Outdoors has been transforming outdoor spaces across Central Maryland into stunning extensions of their clients' homes. What began as a small operation in Middle River has blossomed into one of the region's premier landscaping and hardscaping companies, serving residential and commercial clients across eleven counties in Maryland and southern Pennsylvania. With over two decades of experience specializing in high-end pool installations, outdoor kitchens, fire pits, retaining walls, patios, decks, pergolas, gazebos, and much more, LAZO has built a reputation that speaks for itself—evidenced by nearly 200 Google reviews and an exceptional 4.9-star rating.
At the heart of LAZO Outdoors' philosophy lies an unwavering commitment to customer satisfaction. This isn't merely a business strategy; it's the foundation upon which every project is built. The company's approach centers on creating lasting relationships with clients that extend far beyond project completion—relationships built on trust, transparency, and an authentic dedication to bringing each customer's unique vision to life with impeccable craftsmanship.
For LAZO Outdoors, every challenge presents an opportunity to reinforce their commitment to excellence and customer care. It's this perspective that has allowed them to maintain their stellar reputation as a trusted local business that treats each client's property with the same attention and care they would give their own homes.
Understanding Our Client’s Experience
At LAZO Outdoors, every client relationship begins with a fundamental understanding: transforming an outdoor space is both exciting and potentially stressful for homeowners. These are significant investments that impact not just property value, but the daily lives and experiences of families. The team at LAZO approaches each project with this perspective firmly in mind, recognizing that seeing their yard torn up, having crews on their property, and making numerous decisions can be overwhelming for clients, even when the end result will be spectacular.
"We always put ourselves in our clients' shoes," explains Jose Lazo, founder of LAZO Outdoors. "Whether we're installing a custom pool, building an outdoor kitchen, or creating a comprehensive landscape design, we understand that this is someone's home—their sanctuary. Our clients have invited us into their personal space, and that's a responsibility we take very seriously."
This perspective influences every aspect of how LAZO operates, from the initial consultation through project completion and beyond. Their teams are trained to treat each property with the same care and respect they would show their own homes. This means meticulous attention to protecting existing structures and landscapes, careful material staging that minimizes disruption, and daily clean-up practices that keep the work area as tidy as possible throughout the construction process.
But LAZO's commitment to respectful service extends well beyond the construction phase. When issues arise—whether during installation or months after project completion—the company's response mechanism activates immediately. Client concerns are prioritized in their scheduling system, typically resulting in an on-site evaluation within 24-48 hours. Rather than offering quick reassurances or minimizing concerns, LAZO's project managers take extensive notes, document the situation thoroughly, and ask detailed questions to understand the full context.
"Our clients aren't just investing in a pool or a patio; they're investing in the LAZO experience and reputation," says Antonio Lazo. "That means when something isn't meeting their expectations, we view it as an opportunity to demonstrate our commitment to excellence. We don't just want satisfied customers; we want enthusiastic advocates who feel completely confident referring us to their friends and family."
This philosophy explains LAZO's exceptional retention and referral rates. By approaching each client interaction with empathy and respect—especially when addressing concerns—LAZO has built a reputation as a company that doesn't just create beautiful outdoor spaces but stands firmly behind their work with responsive, solution-oriented service.
The LAZO Outdoors Approach: A Deep Dive into Problem Solving
In the landscaping and hardscaping industry, as in any construction field, challenges occasionally arise despite the most careful planning and execution. At LAZO Outdoors, the team recognizes that while they take every precaution to ensure the highest quality materials and workmanship, issues can still emerge—sometimes months or even years after project completion. What truly distinguishes a company isn't whether problems occur, but how they respond when they do.
A recent situation perfectly illustrates LAZO's commitment to comprehensive problem resolution. In late 2023, a family in Howard County contacted LAZO about significant cracking that had developed in their custom swimming pool, which had been installed approximately two years earlier. The cracking was extensive enough to compromise the pool's functionality, rendering a beautiful backyard centerpiece unusable just as the family was preparing to host a series of summer gatherings.
"When a client's outdoor living space isn't functioning as it should, especially something as central as a pool, we understand it's not just an inconvenience—it impacts their quality of life and their ability to enjoy their home," says Project Manager Antonio Lazo. "Our immediate goal becomes not just fixing the issue, but restoring their confidence and peace of mind."
Initial Assessment and Data Gathering
The Importance of Root Cause Analysis
Collaborative Problem Solving
A. Initial Assessment and Data Gathering
Rather than rushing to patch the visible damage, LAZO Outdoors immediately initiated a comprehensive assessment process:
- A senior technician specializing in pool structures conducted a thorough on-site inspection within 48 hours of the initial call
- Detailed photographic documentation captured the pattern, depth, and extent of cracking from multiple angles
- Measurements were taken to determine if any shifting or settling had occurred in the surrounding hardscape
- Water chemistry and filtration systems were tested to rule out potential contributing factors
- The original project plans, material specifications, and installation records were retrieved and reviewed
- Local weather data for the past two years was analyzed to identify any extreme conditions that might have accelerated wear
"Documentation is absolutely critical," explains Lazo. "We approach each issue like detectives, gathering every possible piece of evidence before drawing conclusions. This thoroughness not only leads to better solutions but also demonstrates to our clients that we're taking their concerns seriously."
B. The Importance of Root Cause Analysis
LAZO Outdoors operates on a simple principle: treating symptoms without addressing underlying causes inevitably leads to recurring problems. In this case, simply filling the cracks would have been faster and less expensive in the short term, but would almost certainly have resulted in future issues and continued client frustration.
Instead, the team took the investigation deeper:
- Core samples were carefully extracted from multiple affected areas of the pool structure
- These samples were sent to a specialized construction materials testing laboratory for comprehensive analysis
- A structural engineering firm with specific expertise in pool construction was engaged to evaluate the overall design and installation
- Soil composition and drainage patterns were assessed to determine if environmental factors were contributing to the problem
- The concrete supplier's batch records were requested and examined for any irregularities
- Similar projects completed with materials from the same supplier during the same time period were inspected for comparison
This exhaustive process required significant investment of time and resources, but LAZO views such thoroughness as non-negotiable. "When we make recommendations for repair or replacement, they're based on scientific evidence and professional engineering assessments, not guesswork," says Jose Lazo. "That level of diligence is something our clients deserve."
The laboratory results ultimately revealed the root cause: the concrete batch used in this project contained an improper ratio of key components, leading to reduced structural integrity over time. While this material failure was not within LAZO's direct control, the company recognized that the resolution was still very much their responsibility.
C. Collaborative Problem Solving
Throughout this investigative process, LAZO maintained regular, transparent communication with the homeowners:
- Weekly update calls kept the clients informed of each step in the diagnosis process
- The project manager shared photographs and preliminary findings as they became available
- Technical information was translated into clear, understandable explanations without unnecessary jargon
- The clients were invited to meet with the structural engineer to ask questions directly
- Multiple solution options were presented with clear explanations of the pros and cons of each approach
- The timeline and potential impact on upcoming events were carefully considered in developing the repair strategy
"We believe our clients should be partners in the resolution process," explains Antonio Lazo. "By keeping them informed and involved, we not only reduce their anxiety but often gain valuable insights that help us develop better solutions."
Once the concrete manufacturer's responsibility was established through testing, LAZO's leadership team personally negotiated with the supplier to secure full coverage of replacement costs. This advocacy on behalf of their client exemplifies LAZO's commitment to standing behind their projects, even when factors outside their control contribute to issues.
"We don't point fingers or pass the buck," says Jose Lazo. "From the client's perspective, they hired us to create their dream outdoor space, and we remain their advocate throughout the entire lifecycle of that space. If something isn't right—regardless of why—we consider it our responsibility to make it right."
This philosophy of thorough investigation, root cause determination, and collaborative problem-solving reflects LAZO Outdoors' deeper commitment to building lasting relationships with their clients. By approaching challenges with transparency, technical expertise, and a genuine desire to provide the best possible outcome, LAZO transforms potential disappointments into opportunities to demonstrate their exceptional standard of care.
The Solution and Resolution: Demonstrating Commitment in Action
With the root cause identified and responsibility established, LAZO Outdoors developed a comprehensive remediation plan to restore the Howard County family's pool to perfect condition. Working closely with the concrete manufacturer—who agreed to fully fund the repairs after reviewing LAZO's meticulous documentation and test results—a detailed reconstruction strategy was formulated.
The solution went far beyond simple crack repair, as LAZO insisted on addressing the underlying structural issues to ensure a permanent resolution:
- Complete removal of the compromised concrete sections
- Installation of additional reinforcement to enhance structural integrity
- Selection of a premium concrete mix specifically formulated for pool applications
- Enhanced curing protocols to optimize strength development
- Application of advanced sealants for additional protection
- Implementation of an expanded drainage system to further protect the structure
"When we rebuild something, we don't just aim to fix the problem—we want to make it better than it was originally," explains Antonio Lazo. "This isn't just about making things right; it's about applying everything we've learned to deliver an even more exceptional result."
Throughout the reconstruction process, LAZO maintained the same level of communication and care that characterized the diagnostic phase. The project manager provided regular updates with photos documenting each stage of progress. The team coordinated closely with the homeowners to minimize disruption to their summer plans, even expediting certain phases of work to ensure the pool would be available for a long-planned family gathering.
"What impressed us most wasn't just that LAZO fixed our pool, but how they handled the entire situation," shared the homeowner. "They never once made us feel like we were a problem or a burden. Instead, they treated us like valued partners and kept us informed every step of the way. The finished pool is actually better than the original, and our confidence in LAZO has only grown stronger through this experience."
Following the completion of repairs, LAZO conducted a thorough inspection with the homeowners, explaining each improvement and providing detailed maintenance recommendations. Additionally, they established a schedule of quarterly check-ins during the first year after renovation to proactively monitor the structure's performance and address any concerns immediately.
The LAZO Outdoors Difference: Reinforcing the Value of Customer Satisfaction
It's worth emphasizing that situations like the one described in this case study are exceedingly rare in LAZO's extensive portfolio of projects. Over two decades of operation and hundreds of completed installations, material failures of this nature have occurred in less than 0.2% of projects. LAZO has built long-standing relationships with carefully vetted material suppliers who consistently deliver premium products meeting rigorous quality standards.
"We've worked with many of our suppliers for over 15 years," notes Jose Lazo. "These aren't just vendor relationships; they're partnerships built on shared values of quality and integrity. That's why when something unexpected does happen, we can work together constructively to make things right for our clients."
This case exemplifies the core values that have defined LAZO Outdoors since its founding:
- Uncompromising Quality - From materials selection to craftsmanship to problem resolution, excellence is non-negotiable
- Transparent Communication - Clients are kept informed and involved throughout every process
- Solution-Oriented Approach - Challenges are viewed as opportunities to demonstrate commitment to excellence
- Long-Term Relationships - Every decision is made with an eye toward building lasting client partnerships
- Absolute Accountability - Taking full responsibility for client satisfaction regardless of circumstances
These values are apparent not just in how LAZO handles rare challenges, but in their proactive approach to preventing issues before they occur. The company offers comprehensive maintenance programs designed to preserve the beauty and functionality of their installations for years to come. These services include seasonal inspections, specialized cleaning treatments, sealant renewal, structural evaluations, and landscape care—all tailored to each client's specific outdoor environment.
"The peace of mind that comes from working with LAZO extends far beyond the completion of your project," says Antonio Lazo. "Our clients know that when they choose LAZO, they're gaining a partner who will stand behind our work and be there whenever they need us—whether that's next week or years down the road."
This unwavering commitment to customer satisfaction isn't simply a policy at LAZO Outdoors—it's fundamentally woven into the company's identity and operations. Every team member, from design consultants to installation specialists to administrative staff, understands that their real product isn't just beautiful outdoor spaces but exceptional customer experiences.
The results of this philosophy speak for themselves: an industry-leading 92% client retention rate for maintenance services, over 80% of new business coming from direct referrals, and the previously mentioned 4.9-star rating from nearly 200 Google reviews.
"At the end of the day, our success isn't measured by how many pools we install or patios we build," reflects Jose Lazo. "It's measured by how many clients would enthusiastically recommend us to their closest friends and family. That's the standard we hold ourselves to with every project we undertake and every challenge we address."
For homeowners considering a significant outdoor living investment, the true value of working with LAZO Outdoors extends far beyond their skilled craftsmanship. It's the confidence that comes from partnering with a company that views every project as a lifelong commitment—one that stands firmly behind their work and demonstrates, through both words and actions, that customer satisfaction isn't just a goal but the very foundation of their business.