- Quality
Although quality is integral to every pool and spa project, there is no better time for a business to improve on it than working on a job with a client who is hard to get along with.
To protect the business, pool and spa pros should document everything about the project—take lots of pictures, save all emails and texts,
and again stay professional and maintain a polished character.
When working with a difficult client, pool and spa pros are safe to assume they are working under a microscope. In some cases, it is as if the customer is preparing for court; therefore, do not give them so much as a plastic cup to use against the company.
- Exit strategy
When one truly has a difficult customer, the one thing a business really wants to do is get out. That said, do not skip steps! Remain professional and finish the job.
To help the crew in these situations, business owners and/or project managers should give inspirational speeches to keep their spirits high. Anything one can do to ensure the project gets done is important as depending on how bad the situation is, motivation on the job site can be extremely low and, as a result, thoughts of abandoning the site altogether may seem like the only option. That said, businesses in this position must persevere and finish all final details of the project while saving all paperwork and warranties—anything the customer would and should have.
Essentially, the business is preparing to get its final payment and cut this client loose. While this may seem more of a relief than anything else, the final walk-through should be done in person and, although awkward, it is part of being a professional pool and spa company. It is not the time to be snarky and spiteful. It is time to resell that backyard! Tell the client how beautiful their backyard is now and how great it is to have their dream pool. This is the time to ask for the final payment. Once the project manager has the cheque in hand, they should thank the customer for the opportunity to build their backyard oasis and inform them it is not in the best interest for both the company and the client to continue on. At this point, the builder can refer the client to another company if they choose to do so.
If the homeowner starts getting confrontational, politely refuse to argue and reassure them they have what they wanted—a beautiful backyard—and the company has what it wanted—the opportunity to build it—and now it is time to part ways and for them to enjoy their pool.
Since 2007, Cory Eagles has been the owner/operator of Eagles Pool Services in Riverview, N.B. He started his career as a service technician/installer. Eagles was the recipient of the Pleatco Perfect Pool Guy award in 2016 and is currently the only Canadian to receive this award.
