Customer Service & Relationships

I got on Blogger today to start a new blog about my life with MS (Multiple Sclerosis)...but what did I realize while I was here? That I have not posted to my pool blog for a very long time. Just lazy I guess. So my topic for today is relationships when it comes to customer service. As I do once in a while to help my husband (I have limited mobility but it helps the business if I meet customers personally) I went out to meet a new customer who had found us on line. As with most pool service customers we meet, there always tends to be a story of how unreliable their previous service provider had been and it's almost always in one area first...communication. Sometimes I think people just don't know how to talk to each other anymore. When a customer signs up with Texas Oasis Pools there is a process, there always has to be a process. #1 Get to know the customers needs and what the last service wasn't doing for them and show how and why we can do better. #2 Get all the facts, we list the equipment, take pictures of the pool and equipment so that when a customer calls after hours we can pull up the pictures and get on the same page. #3 Talk about what we expect from a customer (usually just filling the pool, making sure we have access to the yard, picking up pool toys, and communicating efficiently with us)and telling them what they should expect from us. Such as the list of details we perform each week, our qualifications like licensing, insurance etc. How and when we will communicate, scheduling issues as in when it would be appropriate to miss a visit, holiday schedules and vacation schedules, how we ask for payment, forms of payments accepted and dates invoices should be paid, hourly repair rates, and filter cleaning schedules. Coming to an agreement about expectations up front ensures a quality relationship going forward. I can honestly tell customers that when they see our on line reviews those are real customers that go out of their way to talk about us, we would never pay a service to put up reviews. But I also will honestly say that relationships go two ways and both parties have to be helpful. For instance if a customer refuses to pay for a pump repair and we can't keep the pool clean due to non-circulating pump then what can we do other than letting that customer go? Then a bad review pops up and all we can do is reply that this customer is unwilling to keep the pool in working order and the bottom line is we want quality long term customers and they want us and that equals a long term relationship...in a business sense. Relationships matter, people want to be heard. They just want to know that you have set a date to do the thing they need done and then they need to see you follow through on the schedule. Details and follow through can be hard to keep up with but keeping good notes and keeping track of peoples needs...it's important. Our industry can be "flighty, sketchy"..I've heard it all "I think the guy smoked pot in my backyard" "my pool guy showed up barefoot" "he was a drunk" Then there's the guy that you see at the supplier saying "I'll go ask my customer for more money and be back to buy that part" Never pay up front for a repair, maybe a deposit especially for a large custom job like a custom made pool cover. But final payment should always be after completion of a job well done. Value relationships.

Swimming Pools & Child Safety

I get a lot of calls about keeping kids safe around the pool.  At Texas Oasis Pools we offer three options for child safety and I like to lay them out for my customers.  We have a Loop Loc mesh pool cover, a Pool Guard Safety Net, and Pool Guard Child Safety Fencing.

First to the Loop Loc cover.  Parents call me looking for these and the first thing I ask is whether they are covering the pool for safety or for leaves.  The Loop Loc cover is really what I call a "winter cover."  If you have a leafy pool and don't want to deal with a lot of maintenance, a Loop Loc is perfect for November through March or April.  It is 100% child safe while it's on but what about the summer?  Unless you have a secondary option for summer the Loop Loc is not something you can take off and on daily during swim months.  

This brings me to my number one choice for safety...the old stand by...the child safety fence.  It's not the most beautiful thing the world (although as safety fences go ours looks pretty good) but the important thing is that it's very effective and it's always up.  There is no substitute for parental supervision but any form of cover or net cannot be on the pool 100% of the time and we all know parents can't have eyes on each clild 100% of the time as hard as they try.  With a safety fence and a Magna Latch gate the pool perimeter is always protected. With the gate that shuts automatically behind you and has a secondary lock you have much better protection.  There is nothing to grab on to and kids can't climb them unlike iron or chain link fences.  

The third option is the safety net.  This large net that covers the pool does need to be taken on and off for each pool use, but it's a pretty quick process.  When the net is placed over the pool and the tension is cranked into it then the child could crawl across the net and it would hold the weight over the pool water.  It's not my number one choice just because of the fact that you have to replace it after each swim and whenever it's off the pool you have the increased chance of an accident.  For some homes where there is not a lot of patio space to accommodate a fence a net might be the better choice.

High door latches, locked wood perimeter fences, and pool alarms or door chimes are all good secondary options as well.  I've had too many parents call and say "our child jumped in, we have to do something now" don't wait until it's too late, it only takes a split second.  I've seen kids just randomly jump into pools when it's least expected, fully clothed and in the coldest weather.  I don't think we'll ever stop them or know what they are thinking so the only option is to put up a barricade and these are some great choices. 

   

Texas Oasis Pools
9720 Coit Rd. Ste 220 #146
Plano, TX 75025
214-532-7971 
www.TexasOasisPools.com

Licensed with the Texas Department of Licensing and Regulation.  Listed under our corporate name JS Moore, Inc. of Frisco, TX Appliance Installer Contractor license number 230.  www.license.state.tx.us/complaints  TDLR regulations are limited to electrical work only.

Weekly Pool Service

Spring is here in North Texas.  With the trees in bloom, wind blowing, spring rains and the warm weather...pools are dirty and in need of attention.  For the most consistent pool care a weekly service is the way to go.  A good dependable technician can keep your pool looking great year round leaving you time to simply enjoy your pool.  Service should always include brushing, vacuuming, skimming, emptying baskets and pump pots, chemical balancing, equipment inspection as well as a limited amount of free expertise and labor.  I feel that you really do get a great value for your money with a good service company.  That's why pool service is known to be such a loyal business.  When you find that perfect pool guy you will never want to let him go!  

So now that spring has sprung, take time to look for the perfect service.  My list for a perfect service...one that answers the phone or calls you back promptly, has office staff, sets an appointment to get to know you and your pool, hands you a agreement of all policies and procedures but not a binding contract, and assigns you a regular service day.  The service then shows up on that day, leaves your pool sparkling clean and healthy every week, and cleans your filter twice a year.  The company also contacts you anytime they see something in need of repair and explains the problem so you can make educated decisions about repairs.  Choose wisely and I think you will enjoy having someone else do the work while you play!

Texas Oasis Pools
9720 Coit Rd. Ste 220 #146
Plano, TX 75025
214-532-7971 
www.TexasOasisPools.com

Licensed with the Texas Department of Licensing and Regulation.  Listed under our corporate name JS Moore, Inc. of Frisco, TX Appliance Installer Contractor license number 230.  www.license.state.tx.us/complaints  TDLR regulations are limited to electrical work only.

How to fix Black Algae

Black algae can be really tough. It is a form of algae that grows legs that dig into the plaster of the pool then has a hard protective head that you have to break and get chlorine into to really kill. We have learned that the very best way to get rid of it is to dump the pool and chlorine wash the surface with liquid chlorine. Using a ventilator suitable for chlorine and proper safety gear. Usually the black algae can be scrubbed off with the chlorine and a brush fairly easily but every once in a while we run in to very tough one that takes hard scrubbing to get rid of.

Once this is done the pool can be refilled and I personally think that the pool is always at a little more risk for that algae coming back. It's not hopeless though we have had great success keeping it gone once we chlorine wash and then continue to maintain the pool properly every week.

Do I need to dump my pool?

We have some customers that just know, once every 5 years or so I need to completely dump my pool and start over. Searching for this information on line you'll probably hear about 10 years. I think that may be true up north, but in Texas we have serious heat and serous algae, not to mention all kinds of trees and pollen...you name it.

There are times that we have been servicing a pool and with perfectly balanced chemistry, plenty of brushing, vacuuming, making sure phosphates are treated, pH is perfect, basically just doing all the right things. If the pool still doesn't shine and sparkle and just look down right great and you find out that the pool hasn't been dumped in 10 years or more, maybe you even test for TDS (Total Dissolved Solids) and find that to be high. As much of the chemistry and treatments and things swimmers carry in to the pool never evaporate out of the pool hence you end up with high TDS and a dingy looking pool.

At this point we drop in a pump and start over. Then we see the customer smile and see the joy of such a sparkling pool! That makes us happy. So yes, I say dump every so often.

In the city of Dallas (you should check your cities ordinances) as long as you let the chlorine levels go below 5 ppm and the pH is balanced you can usually dump the pool and in some cities may need a permit. It is usually preferred to go straight to the sewer clean-out if you can find one.

We do this all the time for green pools. If there is algae on the side of the pool then you look at chlorine washing the sides of the pool which is also a great way to clean a pool and make it sparkle.

Do I need a home warranty company to cover my pool?

I have a lot of opinions about home warranty companies.  When I used to sell houses I sold warranties to my clients thinking they would be so helpful of anything went wrong with the house, especially HVAC equipment which is quite costly to repair.  They do tend to give people piece of mind and on occasion I have seen the warranty company come through for the customer and cover costly repairs.

Unfortunately what I am seeing more often in the pool industry is a band-aide repair that may get a customer through for a week or several months or just until another service fee would be due which is usually 6 months.  I shouldn't even say it's just the pool industry as when our AC at home was not working correctly it took 3 different people and over a year for the warranty company to finally admit they needed to do a costly repair.  In fact the contractor that finally did the proper repair told me that if he did too many of those he would not continue to get work from the warranty company.  Ah Ha!  That's what I thought!

We advertise our pool services to new home buyers all the time, so of course we have a lot of clients that have home warranties.  I always encourage our customers to use the warranty when our technicians see a repair that should be covered, I mean the customer paid for it so they should get their monies worth.  

Unfortunately more often than not the repair is not done the way we would have done it.  I've seen patched grids put back in DE filters (they never hold), refurbished motors (usually spray painted...is that an attempt to look new?  Cover up manufacture dates?  How old are these things?), another common one is replacing parts in outdated equipment rather than replacing the outdated obsolete equipment.

I remind our service clients that sometimes paying a $60 to $75 fee to have them come out (another fee for everything they can call a "new" issue) is often not worth it when you can pay maybe that or a little more for a long-term fix.  Pools need properly working equipment to function well and stay safe and sanitary...remember you CAN get sick from a improperly functioning pool or an unbalanced pool.

And finally my biggest complaint.  In Texas pool repair companies have to be licensed and the ones that I have seen working for warranty companies without a license and installing used motors with no bonding wires, and missing back plates, leaving our customers exposed to dangers that we have to fix for them makes me down right mad!  These are big corporations that should be encouraging safe repairs and should not be allowing unlicensed irresponsible companies onto your property.

I would like to see warranty companies insisting that anyone who is an approved contractor for them comply with the law and protect consumers and consumers rights to file complaints.  Then I'll stop complaining about warranty companies.

Texas Oasis Pools is a licensed Dallas area pool company operating under Appliance Installer License number 230, which is listed under our corporate name of JS Moore, Inc. on the Texas Department of Licensing and Regulation web site.

Texas Oasis Pools
9720 Coit Rd. Ste 220146
Plano, TX 75025
214-532-7971
Fax: 214-407-8044
www.TexasOasisPools.com

Water Level

Ahhh, it's finally spring in Texas!  After the coldest winter on record we are all loving this amazing spring weather we are having.  What do our pool service clients always forget to start doing as the weather gets warm...put water in the pool.  The simplest thing...can lead to big problems.  When service tech arrives at a pool and the water level is down below the skimmers, he can't vacuum the pool, the pumps are sucking air, probably loosing prime, the pool cleaner is not working so the the pool is very dirty, pool is not filtering, so again pool very dirty.  Many issues just from the simple task of adding water to the pool.  With full weekly service clients we require two main things, access to the pool, and water level maintained by the homeowner.  

Many pools have autofill with levelers that maintain the water level.  But many swimming pools need to be filled manually with the garden hose.  One product I suggest to our clients is a simple hose bib timer.  Orbit makes one that is sold at Lowes.  You simply place it on the hose bib between the house and the hose and set the timer for how ever long you want to fill, go to work or eat dinner and it will shut itself off.  The thing to remember though is that in the winter during freeze season the hose should be taken off and placed in the garage so that it is still useable, not frozen up outside when you need to fill the pool.  I suggest a simple spin dial timer as the more complicated digital, programmable ones are just that...too complicated.  

 

Texas Oasis Pools
9720 Coit Rd. Ste 220146
Plano, TX 75025
214-532-7971
Fax: 214-407-8044
www.TexasOasisPools.com