Be creative
Maybe consider a ‘drive-thru’ that is open daily between noon and 6 p.m. This type of scheduling allows a pool and spa service team to pull the orders and have them ready for an assigned pick-up time that is convenient for all. Using mobile technology apps or a business software that allows customers to pre-order and pay is essential. Staff can explain to clients these online pre-payments are required for safety, and provide a specific pick-up time. Do not forget to emphasize the business is putting these procedures in place to avoid congestion and adhere to social-distancing protocols.
Go the extra mile
To take customer service to the next level, service techs can email customers a virtual door hanger to let them know they were at the pool and notify them about what work was performed. This is particularly helpful with social distancing. A service company can also include information on how techs used gloves and masks while in their backyard and took extra steps to clean all surfaces touched during the pool/spa service.
Upsell opportunities
Since customers are not able to visit the store, before service techs hit the road, be sure to call clients in advance to ask them if they want/need anything else for their pool/spa. Many businesses might find its service techs delivering pool toys, floats, basketball hoops, or installing slides and other products that were previously sold only in the retail store.
Pool and spa stores and service professionals need to take advantage of every technology tool available to keep up with demand this spring and summer and foster deep customer loyalty that will continue on long after this crisis has passed.
Rachael Pritz has been active in the pool industry for more than 20 years, which has provided her with an all-encompassing expertise in the trade. She worked at a local pool store while pursuing a master’s degree at the University of Pittsburgh, Pa. With her technical skills and industry knowledge, she joined the launch of RB Retail & Service Solutions in Pittsburgh in 2003. She can be reached via email at rachael@rbcontrolsystems.com.
