By Rachel Pritz
It has certainly been a difficult time for the pool and spa industry, not to mention the entire world right now, as everyone works to navigate the unknowns of this global pandemic and its profound impact.
That said, pool and spa service professionals are considered essential right now, as stagnant bodies of water can be disastrous. Tens of thousands of pools and spas left to fester without chlorine/bromine and proper maintenance can lead to a public health crisis all on its own! Pools can turn green in as little as two weeks and will breed mosquitoes that can carry viruses such as West Nile, Zika, and more. Taking care of a pool or spa is more than just cleaning it. The water needs to be maintained. That said, a pool and spa service company’s customers (and potential new clients) are going to need help to keep their pool and spa water clean, clear, and safe.
Fortunately, today’s technology and pool/spa service business softwares allow for safe social distancing or the elimination of physical contact with consumers. Whether it is delivering the right chemicals to the client’s doorstep or doing interactive phone calls to troubleshoot problems, it is time to make the most of these technologies to build meaningful relationships while maintaining customer loyalty. The following are some recommendations for service companies on how they can use these innovative solutions to keep their business moving.
Connect with customers and be supportive
With the shift to remote work, it is important for professionals to adjust the ways in which they connect with customers who are now working from home. These clients are looking longingly at their pools and spas as they wait for warmer weather to enjoy a ‘staycation’ at home. Right now, people are feeling isolated, so they may be more receptive to phone calls, texts, or emails. To reach each and every customer, a service company can split its customer list among every one of its staff members. Even if the service company’s staff is working from home, they can still connect with dozens of customers and use remote business software to take orders by phone, take notes, schedule service, etc. Not only is this a productive way to reach out to clients, but it is also a great way to cross-train employees while giving them meaningful work that builds deeper customer loyalty.
The author recommends starting with an email (if the customer has opted-in to this method of communication) that tells them the business is open and ready to help. These same messages can also be conveyed in a phone conversation and is a great way to start a conversation. Remember, these are not cold calls as staff members are reaching out to the company’s existing customer base. That said, theses clients will likely be pleased to hear from staff. This is especially true if the business is offering support and solutions to make their summer more enjoyable.
When the client is on the phone, staff should explain the plans for opening their pool and how service techs will help them keep it clean and clear all summer. A business can also offer to do mobile service calls using FaceTime or another video app to troubleshoot problems. If some clients are not comfortable having a service tech in their backyard, offer to walk them through doing the work themselves and charge them a special ‘FaceTime’ service call rate.
