by Michael Shebek, Automatic Pool Covers Inc., Westfield, Indiana Most business owners in the pool and spa industry know, formally or informally, what their business goals are for every season. However, it is challenging to make sure every employee at their company can state those goals at a moments notice.
How much do you tell your customers about the pool building process? By Michelle L. Cramer “Plan, blow holes in the plan, revise the plan, and then execute and adapt to each situation as it presents itself.” That’s the pool building process for Scott Heusser, manager of Idaho Pool Remodeling
Using customer surveys to gauge satisfaction By Seraine Page How many times have you groaned after receiving a customer survey? Chances are good you probably did. It’s likely even less appealing to send one on your pool company’s behalf. Don’t let it be, says Travis Leonard, CEO of A&G Concrete
Eight ways to put the customer first By Tom Grandy For the past 29-plus years of working within the trades, I have noticed some pretty profound changes within companies in an effort to become more customer friendly. You will notice one item that is glaringly absent from the list. I
What to do when your customer refuses to fix something critical by Andrew Lisa If a pool technician can’t persuade a reluctant customer to replace a feeble pump or a weathered liner, no big deal. Their pool, their choice — onto the next job. But sometimes, a tech is obligated