We’ve read tons of articles about how to perform good customer service. Lots of them offer tips that are useful, but in the final analysis good customer service is all about satisfying needs. In the pool service business the difficult issue is that we’re seasonal – and with a growing pool service business this means that 135% of our customers want us all at the same time!
And let’s face it, you’re only calling, texting or emailing the Service Dept because something’s wrong. If everything was ok, you wouldn’t need us. But, when something’s wrong with your pool, and the weather is good for swimming, it’s a crisis!
Guideline #1
A POOL OPENING DOES NOT MEAN THAT THE POOL WILL BE “SWIMMABLE”
A Pool Opening means that the cover is off and the equipment is started. The pump is running and water is going through the filter. Even if you’ve purchased an initial cleaning, the water might not be clear and the pool might not be completely clean. We do our best in the time allotment but usually a pool that’s just been opened needs time to filter, be chemically treated and vacuumed several times before it’s actually “swimmable.” The process of vacuuming a dirty pool will stir it up, often making the water look worse after it’s been vacuumed. We recommend opening your pool in April to insure that there’s adequate time to filter it, clean it, chemically treat it and fix any mechanical issues that may require ordering parts. Opening your pool in the middle of May and thinking you’ll be swimming on Memorial Day is an unreasonable expectation.
Guideline #2
CONSIDER DOING IT YOURSELF
Save money and save time waiting for us by doing things yourself. Basic pool maintenance, e.g., skimming, vacuuming, emptying automatic pool cleaners, emptying skimmer baskets and pump baskets, backwashing filters and adding chemicals, are all things that most pool owners can do on their own. We’re happy to do it for you, but during the busiest time of the season, our service techs are in demand repairing and replacing equipment. Our retail store employees can provide guidance on how to do things or you can call, text or email the Service Dept and ask us – we’ll be happy to have someone talk you through it! And, if you’re brand new to pool ownership, you can book an Orientation to Pool Ownership and Maintenance service call and one of us can come to your home and walk you through the specifics of your pool’s operation, just not between May 15 and June 15.
Guideline #3
STAY CALM
Getting emotional, becoming upset and losing your cool, although understandable when it comes to problems with your pool, is counterproductive if you’re venting at us. We have an old saying, “It’s just a pool, there isn’t anything that can go wrong with it that we can’t fix!”, which means that your pool isn’t going to die, it’s just going to take time and money to make it well again. Which means staying calm might be difficult, but we still ask that you do stay calm. Yelling at somebody on the phone isn’t helpful and may result in termination of the phone call. Using profanity will always result in termination of the phone call.
Guideline #4
BE FACTUAL AND OBJECTIVE
Careful observation of issues and accurate reporting of problems is important. We’ll often ask if you can take pictures of things that will provide us with useful information to diagnose problems so that when we do come out to resolve a problem, we’re properly equipped. Precise measurements of water depth in a leaking pool will help greatly in determining why/where a pool is leaking. Follow our instructions exactly and objectively report the measurements.
Guideline #5
THERE’S A LINE, WAIT YOUR TURN
During the busy times of the year, in general April thru October, and intensely in May and June, we’re in short supply and high demand. That’s just the nature of the beast for swimming pools in NJ. We book service requests in order and respond to the oldest requests first – that’s only fair play. We ask that you respect our schedule and not try to “cut the line” or demand preferential treatment. There is one exception to this. We have a list of Rin Robyn Priority One customers. You can’t buy your way onto this list, nor demand that you get put on it. Rin Robyn Priority One status is reviewed yearly and awarded by us based on a combination of factors, including how long you’ve been a customer, whether or not we built your pool, and our history in doing business with you. If you’re a Rin Robyn Priority One customer, you know it because we’ve told you.
Guideline #6
DON’T THINK THAT YOU KNOW MORE THAN WE DO ABOUT POOLS
Our senior technicians are all Certified Technicians. They’ve been through training programs by the Pool and Hot Tub Alliance, the NorthEast Pool and Spa Association as well as factory-certified by several of the manufacturers. Our staff and ownership have several hundred years of combined experience in the pool business. We regularly ask for and exchange experience and knowledge on a whole host of topics. We have access to all of the manufacturers and distribution networks. Because we also actually build pools, in addition to just servicing them, we know what goes into the construction of the pool, the hydraulics and equipment. And we have a combined experience of several hundred years in pool water chemistry. We know what we’re talking about.
Guideline #7
DON’T ASK EMPLOYEES IN OUR RETAIL STORES ABOUT THE SERVICE DEPT
The men and women who work in the retail stores are not involved with the workings of the Service Dept. Please don’t ask them about the Service Dept schedule because they don’t know. For any questions involving the operation of the Service Dept., please call or text 908-509-8040 or email: service@staging.rinrobyn.com.
Thanks for reading this! We enjoy a great relationship with most of our Service Dept customers but occasionally find that we can’t please everyone. Following these Guidelines will hopefully prevent things from going off the rails. For those of you who don’t need to be told these Guidelines and are our customers, YOU’RE THE BEST! WE APPRECIATE YOUR BUSINESS AND YOUR CONTINUED YEARS OF LOYALTY TO RIN ROBYN POOLS! SOME OF YOU HAVE BEEN WITH US FOR OVER 40 YEARS. THANK YOU!!!