How to Avoid a Customer Divorce?

A marriage take work. The relationship must be nurtured, be built on trust and compromise is vital.

Open, honest communication are all needed components of a prosperous marriage. Similarly, a relationship with a customer demands the same foundations for a fruitful bond. Trust yields loyalty and despite the subjective cliché’ “love is blind,” sometimes it is not enough to overcome challenges which results in a lack of trust and divorce is the only answer. But, the solution does not lay in trying to save the marriage, rather it is to never take it for granted in the first place and work every day to keep it strong. Here are some ways to make the relationship work better, be durable and stay intact:

1.      Communicate often and with purpose. Keeping the customer up to date, explaining how things are going and sharing information about their pool helps them understand and appreciate you are on top of things.

2.      Offer suggestions to make the pool more inviting, easier to use and less expensive. Adding a cleaner, salt system or even a pool cover can help save money, make the pool more inviting and easier to use. Letting the customer know that there are options available to improve their pool educates them and allows them an opportunity to decide on a purchasing decision they may otherwise not have made. It shows you have their interest in mind.

3.      Learn everything there is to know about the pool, the equipment and the customer. What position should the valves be in, what are the part numbers for common replacement parts for their equipment, when should you adjust run times, who services the equipment you do not all will help you better manage and oversee the operation of their pool. Staying ahead and being able to resolve issues faster instills confidence in your effectiveness as the best and most invaluable resource they have.

4.      Do more than what you promised. Wash down the deck every now and then if you don’t already, get into the pool and scrub the tiles to remove heavier build up, pick up their newspaper and put it on their door step can make a huge difference to a customer. It shows you care about your work and go above and beyond to demonstrate it with your actions.

5.      Ask what you can do better. Take the time to ask for feedback from the customer. Let them know you want to make sure you are meeting or exceeding their expectations. By asking them about your work, it shows you know that you work for them and your efforts to make sure they are satisfied are important to you.

6.      Leave a thank you card to say thanks for allowing you to be their service company. A couple a year is enough and they will go a long way to let them know that their business and loyalty matter to you.

No one wants a divorce and certainly a customer who is well tended to, served well and regularly communicated with ensures the relationship stays strong. By working on the relationship every day and at every opportunity the customer and you will have a stronger, more fruitful and rewarding marriage. Be loyal to them and they will be loyal to and trust more in you and your work.