The PoolPro Panel Talks Building Relationships with Clients

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What is the most important aspect of building relationships with clients?

The PoolPro Panel answers: What is the most important aspect of building relationships with clients?

Donny Rocovits, Repair manager
Precision Aquatics
Fallbrook, California

From a commercial perspective, building relationships involves clear and consistent communication with both the maintenance team and site management. Establishing a strong rapport with the on-site maintenance staff is crucial, as they can promptly report any issues they observe to the pool service technician.

Encouraging the property team to provide detailed information — such as clear photos of reported problems — and being able to guide them through basic system operations remotely — like turning systems on and off — significantly enhances efficiency and service quality.

Sam Folaron, Co-owner
Puravida Custom Pools
Wall, New Jersey

The most important aspect of building relationships with clients is setting appropriate expectations. By being completely transparent with a customer, laying out what can and cannot be achieved and providing realistic timelines, you are sure to minimize disappointment. We do everything possible in both our residential construction and residential service business to effectively communicate to our clients what they should expect with each phase, visit and overall project. We have even made the tough decision to forgo working with clients who have unrealistic expectations or ask us to perform work outside of our usual process. We know that although sometimes this communication can disappoint or frustrate a customer, ultimately it leads to a better outcome for all parties involved.