Pool, Spa & Backyard Leisure blog by Dale's Gas

Wednesday, November 26, 2014

Pool, Spa & Backyard Leisure blog by Dale's Gas : Stuff Yourself with Thanks

Pool, Spa & Backyard Leisure blog by Dale's Gas : Stuff Yourself with Thanks: Each year on the fourth Thursday in November, Americans gather for a day of feasting, football and family. While today’s Thanksgiving...

Stuff Yourself with Thanks

Each year on the fourth Thursday in November, Americans gather for a day of feasting, football and family. While today’s Thanksgiving celebrations would likely be unrecognizable to attendees of the original 1621 harvest meal, it continues to be a day for Americans to come together around the table—albeit with some updates to pilgrim’s menu.

Thanksgiving is a now a wonderful day when we count our blessings and give thanks for the bounty we have been given.

In celebration of this tradition, we would like to extend our gratitude to just a few of the best parts of what make us the best at what we do:

We are appreciative for our Customers who have been supportive and loyal to us through the year. Without them we would not have a purpose.
We are appreciative for our talent and skills which enable us to support our customer’s pool, spa and backyard leisure needs.

We are thankful for our community which allows us to be a part of such a dynamic and beautiful place.

We are grateful for our team and working family who share the ups, downs, successes and challenges and all the good that we reap each day.

We are thankful for our friends and partners who along with us work to make our community better, support our customers and who, above all are a part of the heart of our community.

So, this year as we all stop and enjoy a feast with family, friends and even some strangers we are grateful for all that we have been given. Whether watching football, eating and enjoying the company of family and friends, take a moment and reflect on those things which make you, your company and your everyday great. Then, say thanks. From all of us at Dale’s Gas Appliance Repair, Inc., Happy Thanksgiving!

Tuesday, November 25, 2014

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.

Wednesday, November 19, 2014

Pool, Spa & Backyard Leisure blog by Dale's Gas : Equipment owner’s manual are a great tool. The joke in the field is they make great knee pads when working on equipment. Funny until the information in the knee pad would have made using or operating the equipment safer and easier to use or install. Much of the information, especially the safety notes is the result of someone's unfortunate experience. In other words, someone's equipment was ruined, structures damaged, or in some cases, people were hurt or killed. As is often said, experience is written in blood. So why do we ignore the importance of following instructions? Great question, but here are some tips to ensure your equipment operates safely, is easy to use, well maintained and you get the most life out of it:

1. Read the manual before using the equipment to ensure you are following the manufacturer’s instructions for safe operation.

2. Do not work on the equipment yourself unless you are licensed and trained to do so. This will make sure you do not void any warranties and also avoids damage which may cost more to repair when you do hire a professional to repair it.

3. Use resources available to you. Manufacturers provide owner’s manuals, online resources and even a technical support team to help guide you through many of the issues you may need help with.

4. Do not take short cuts by bypassing safety wiring, bonding and chemicals. Doing so will likely result in a shorter life of your equipment and even worse, structural, equipment or personal injury.

5. Hire a professional to diagnose, service and repair your equipment. Most have been trained on your equipment, have special tools and OEM parts to make safe, efficient and proper repairs.

While a knee pad makes working on or looking at equipment more comfortable, in the end it may also make the cost of repairs, replacement or medical cost much less comforting to your wallet. Be safe, be wise and be informed. Use your Owner’s manual and follow instructions. More than your equipment may rely on it.

Friday, November 7, 2014

Sorry, You Got Screwed

How do you know when a deal is a deal? When you save money on new equipment, you should always ask why and make sure there is no caveat to the "great" deal you are getting. We recently had
a customer, who trusted a long time pool and spa industry friend to buy a heater from. At first glance, the price was too good to pass up. A "new" heater at almost half the price other companies, including ours was charging. The customer bit and soon the new heater was delivered. Here is what the great deal came with:

1. The headers were oxidized and rusted
2. There was an inch of accumulated dirt in the burner tray
3. Fittings and parts needed for installation were missing
4. Heater was sitting in a warehouse for 6 months
5. The heater was not the same as was presented to the customer

Unfortunately, the customer reached out to us too late as he had already paid for the heater plus other equipment and had it installed. He was disenchanted with the product he got and was asking some very specific questions as to what he should do now. Short of working with his Friend, I could not offer any options that would allay his reservations about his recent purchase. I did however leave him with some advise; "next time you think it's great deal, ask yourself why, before buying."

Thursday, August 28, 2014

Fool me once, shame on me; Protect your pool!

We recently received a call from a desperate pool owner literally begging us to help him after he had a botched acid wash done by a company he found on a non pool industry referral website. He later found out the company was not licensed and was unwilling to resolve the problem they caused. No wonder they refused, they ruined the finish after dumping 32 gallons of muriatic acid in his pool and letting it sit stagnant and half empty for over a week. Sadly, the finish was only 8 years old and is now too rough to swim safely. He will now have no choice, not only is he out the money for the acid wash and the loss of therapeutic use of his pool, but will now have to hire us to refinish his pool. His plight need not be yours and you should make sure you do the following BEFORE you hire anyone to touch your pool:

1. Verify their reputation. Google the company and look for any complaints. Not all complaints negate using them, but significant complaints might be a red flag for you.

2. Verify licensing. In Florida you can look up any licensed company by going to http://myfloridalicense.com/dbpr/. We cannot stress enough the importance os verifying licensing BEFORE hiring any person or company.

3. Ask the company for references. Established, reputable and professional pool and spa contactors who do exceptional work will always have past customers ready to sing praises about them to other customers. Ask for phone numbers and names and CALL THEM.

4. Get pictures of their work. Pool contractors are proud of ther work and cannot wait to share it with others. Adk for pictures of similar jobs as that you want to hire them for.

5. Get a signed proposal. Make sure it includes everything you talked about, pricing by line item and recourse or warranty information should it be needed.

6. DON’T PAY IN FULL UP FRONT. A deposit is not uncommon for some jobs, but most companies will either do a draw wth a percentage at specific points during the job. NEVER pay in full up front.

This poor man is paying a huge price for what he hired another company to do. He is frustrated, angry and completely helpless to resolve his issue. In the end, we will take care of him and he will once again be reassured the pool and spa industry is reputable, honest and willing to things right ethically. Please take the time to research before hiring your next contractor and save your money for something more enjoyable, like a premium outdoor kitchen which is about the same cost as a refinish!

Friday, August 15, 2014

Negotiation is Nonnegotiable; So, Offer Up

The art of negotiation and bartering is alive and well in the other than internet world. Prospective customers now have all the ammunition, knowledge and power at their finger tips and small

businesses are on the defensive whenever challenged about prices being higher than they are on the internet. With lower prices everywhere, how does a small business compete? The first rule in my experience is to not lower prices to match, rather offer-up.

Offering up is a way to give your customer more than what they can get anywhere else, and even better it need not be product or cost you valuable resources. Here are some suggestions to help differentiate your offering from competitors:

Install the new equipment faster

Many customers want immediate gratification. The faster you can get the product they want and have it installed, the more likely you are to get the sale. Typical differntiators is 1-2 business days which is faster than the customer can typically get their product shipped to them.

Add an extra

Offer a free cleaning, extra service call or discount on future service requests when they purchase from you. Giving an extra will offer more to the customer thn what they can get on the internet and will better position you as a company willing to stand behind your customers.

Be the expert

Customers will need information they cannot get from an online sales rep or marketing brochure. How long does the equipment last? What problems have you seen? Is it the best product for my needs? These are only a few. Do not refuse to offer information, rather help them make an informed decision. You will be seen as an expert and valuable resource and will have a better chance of being hired than if you cut the customer off.

Give choices

There are many options, similar products and may be other solutions instead of buying a new piece of equipment. By offering different option, customers will feel more comfortable with their purchasing decision and will rely on you to help them navigate the specifics of their selection.

Provide references from recent customers

Nothing helps customers learn about your company as much as the experience another customer has recently had. A reference will demonstrate you are reliable, respected and when customers like your service enough to share it with others, successful.

Small business will need to negotiate the lower pricing landscape and in order to survive will need to find ways to offer up rather than down. How can you give more to your prospective customer without giving in to loss of revenue by selling at lower prices? Be proud of your business, give more and offer UP!

Thursday, July 24, 2014

Verify BEFORE We Buy

When we, as consumers want to purchase pool, spa or outdoor leisure products, deciding where or who to purchase from can sometimes be overwhelming. Our options range from a local retail or service provider to ecommerce retailers to bidding sites. Making the decision of where to purchase from is even more daunting with prices fluctuating as much as 75%! To make the process less confusing, we need to be pragmatic and answer a few questions to make our purchasing experience more delightful and less risky.

Here are a few key points to clarify before we make our next purchase:

Verify the Warranty

Local companies can often offer better, longer warranties through the manufacturer that can offset any immediate savings we may get buying a product online. Take into account a single service call with a part replaced can be $200 and much more. Equipment breaks and when we need service after our purchase, our savings can easily be negated by a single service issue.

Verify the Company

Are they experienced installing, working on and repairing the equipment? A company that services the equipment we are purchasing knows more about the equipment in the field than even the manufacturer. Their insight to issues, repair and parts replacement cost can be invaluable when deciding what equipment to purchase. A little extra investment on the front end will be rewarded on the back end when we learn the risk and reward from a company that actually KNOWS the equipment. We are making an informed, educated purchasing decision.

Verify Licensing

Are they licensed in our State? If they are not licensed to do business in our state what is our legal remedy if something goes wrong? Is the equipment we are buying in compliance with the federal, state and local codes? If we purchase equipment that could endanger our structure or family, why were we not advised by the company we purchased from? Ask about local codes before making any purchasing decision to ensure we are not taking unnecessary risk.

Who will warranty the equipment?

Warranty is valuable and knowing who to call and when to call for warranty is important. We need to verify the company we are purchasing from either does the warranty themselves or have resources to coordinate the warranty when we need it. If they tell us to call someone else; that is a RED FLAG! Know in advance who will facilitate the warranty, what the numbers are and verify that company before they come into our backyard.

Is the Equipment what we need?

Are we purchasing the right product(s)? If no one has been out to look at our equipment and consulted with us, how do we know we are getting the right part or product for our backyard? A good company will provide options only after they have seen where it is to go, what our expectations are and what, if any compatibility issues there are with our existing equipment. If we fail to do this leg work in advance, it can be very costly when we find out we didn’t get what we needed.

Our backyard is our paradise and being able to enjoy it extends to the experiences we have in maintaining it, the service we receive and the ease of support we are provided throughout the life we plan on using it. When we take some extra time before we make a decision to ask a few questions, we may not be able to avoid all possible issues which may arise, but we can at least mitigate our risk.

For more information or to answer any questions, please visit Dale’s Gas at http://www.dalesgas.com/ or email us at service@dalesgas.com. Dale’s Gas is committed to supporting pool, spa and backyard leisure product owners. When service matters and it does, Dale’s Gas is Central Florida’s #1 choice for backyard equipment sales, service and support needs.

Monday, June 30, 2014

Dale's Gas Ad

Wednesday, June 25, 2014

Don’t let them “Razzle Dazzle” you; Tell them to Shut up and Listen!

Have you ever had a salesperson talk you out of a sale with their rapid fire, slick presentation? It’s more common than you think. Even seasoned salespersons can talk too much and not know when it’s time to let you digest the details. Imagine a salesperson who knows when to shut up! We have all experienced such a salesperson at one time or another and it can be quite annoying. Remember, their objective is to sell you.

The key to your getting the most out of your purchasing experience is taking control. Do not let salespersons dominate, rather be prepared. You are the decision maker and you should make the decision only when you have all the information, are fully informed and comfortable with the total experience and subsequent purchase. Here are a few tips to help you guide your salesperson’s presentation so you can get what you need to make an informed, educated decision without all the “razzle dazzle:”

Did they clearly overcome your objections?

Before your appointment or meeting, prepare a list of questions you will want answered and make sure the salesperson is able to address each one clearly, concisely and to your satisfaction.

Were the features and benefits sufficiently identified?

Understanding the product or service being presented is critical. Ask for literature, a link to the manufacturer’s website and technical data sheet. Ask the salesperson to review the information with you so your questions may be answered and you are well informed.

Did they contrast their product and offer with that of a competitor who may have provided an alternative offer?

If you have another offer on the table from another company, ask the salesperson to contrast the 2 offers and define what differentiates theirs from the competitors.

Is the price of the offer easy to understand and broken down by line item so you can determine what you are paying for?

Look over the proposal and ensure all that was discussed as part of the total project or purchase is listed. Read the fine print. Are there any penalties or fees associated if you decide to cancel? Make sure you clearly understand the entire proposal before you accept the offer.

Are you ready to accept the offer?

If you are completely satisfied with the salespersons presentation, are fully informed and are comfortable about the deal; sign. Otherwise, take a breather and reevaluate the offer at a later time.

Salespeople are an essential and important aspect of any complex purchasing decision. Without them, mush of what we see on the road, in our kitchens and in our yards would not be possible. Salespersons push the economy forward. But, in their excitement and zeal to do so, can also talk too much. Tell them to shut up, take control and make the most of your purchasing experience. You will help yourself, enlighten your salesperson and keep the “razzle dazzle” better suited for a carnival to a minimum. Happy purchasing!

By Carl Stiggins, Sales & Business Development Manager, Dale’s Gas Appliance Repair, Inc. carl@dalesgas.com

Monday, May 19, 2014

How Many Amateur “Tech’s” does it take to Screw up a Pool?

How Many Amateur “Tech’s” does it take to Screw up a Pool?

Sounds like the start of a bad quip or joke, but we won’t be laughing when we give amateurs free rein to screw up our pool. It’s not uncommon for us to correlate a clean pool with what we unwittingly regard as quality pool service. Regrettably, it’s only subsequent to costing us more than anticipated when we engage our service company to inquire as to if we are in fact getting what we paid for. Typically, we only start questioning our decision to hire the “cheaper” service when equipment fails unexpectedly, stains develop in our pool finish or miraculously, expensive “things” need done. When a new pump, heater or refinish are suddenly a staple of our service companies dialogue with us, we begin asking questions and only then will we see the true value of who we hired to manage our pool for us.

It’s true we all want to save our hard earned money, but when we make a big investment, such as in a $20,000-$80,000 pool; we somehow don’t value the importance of ensuring it is maintained or serviced properly. Opting instead, for the cheapest we can get. But, when the rubber hits the road, bargain priced pool service only saves us an average around $250 a year, or $20 a month. Not a bad little bit of cash, but when we dig deeper to see how much $20 saves when we hire a professional, the joke then, is on us. For example:

· Poor chemical maintenance will eat away at the seals in our pump, allowing water to get into our motor. We could save $300-$1600 on a new motor or pump.

· Improper chemical balance can result in scaling, deterioration, discoloration and staining our interior finish. It can also make the finish extremely abrasive, like sandpaper. We could save a whopping $3,000 to $7,000 depending on the complexity and type of finish.

· Build up in our salt cell, reducing chlorine production, life of the cell and a myriad of challenges in trying to keep up with our chlorine demand and eventual failure of our salt cell, would save $500-$1,800 on a new cell or system if the chemicals are managed properly.

· Our heater is particularly susceptible to improperly balanced chemicals. Our heaters heat exchanger tubes can build up on the inside, reducing flow of water which increases the temperature rise. Warped heat exchanger, condensation, sooting and eventual failure of the heater is inevitable. We may also develop holes in the heat exchanger from the PH of the water being too low. We might save $2,000-$5,000 on repairs or a new heater.

When imagining the alternative cost bargain service “rewards” us, we can then see the importance of a service which knows and ensures proper chemical balance of our pool. In the end, it makes $20 a month seem like chump change compared to the deep pockets we will need when cheap service ruins our "stuff." Even more disturbing, our family might be swimming in what we think is a safe swimming environment and yet is caustic enough to eat through copper tubing, deteriorate rubber seals and erode or stain our pool finish. Nothing is as important, certainly not $20 a month than our family and peace of mind.

The next post will include tips to make sure our pool service is up to snuff and ready to manage our pool, equipment and chemicals effectively and safely. Until then, please consider the cost of $20 a month and what we are potentially exposing us, our family and our pool to. Some jokes start off good but in the end, really aren’t that funny. Let’s not wait for the punch line from a pool service which would be better comedians to find out. Let’s take control before it cost us more than what we “bargained” for.

Thursday, April 17, 2014

Local vs. Ecommerce, Risk and Rewards

Thinking of buying your new heater or other pool and spa equipment on the Internet? When you want to save money, it’s not a bad way to save a few bucks and as long as you are prepared, you won’t be too surprised or disappointed. With over 35 years in the industry selling, installing and servicing pool and spa equipment, we are local experts and our first hand experiences have enabled us to better prepare our more frugal customers shopping ecommerce for their next pool and spa equipment purchase. Consider these risk VS. rewards when considering where or how you purchase your new equipment.

Payment

Reward - Cheap

Risk - You will need to pay 100% up front, without seeing it, inspecting it or verifying it is indeed
what you ordered.
Local - Contrast paying up front with local companies who are primarily COD and who will also inspect, uncrate deliver, install and train you on your new equipment before you lay a nickel on the table. Imagine never seeing your car, your house or your new furniture and being told to cough up the cash. Look into the future and you will see the risk is tilted towards
you.

Time

Reward - None
Risk - Be prepared to wait a little longer. Larger equipment can take up to 7-10 business days to arrive from wherever the online retailer ships from.
Local - Local companies can have your new equipment within a day or so and usually have it installed within 1-3 business days. If waiting isn’t in your schedule, consider purchasing from a local source.

Delivery

Reward - None
Risk - Imagine a semi-truck pulling up in your front yard. If you purchased heavier equipment make
sure you request a lift gate. Then, ask the driver to wait while you uncrate the new equipment to inspect it for internal and external damage. Because, once you sign for it, all the problems become yours when he leaves. If there is damage you can refuse delivery and then call the Internet company and ask them to ship you another one of what you ordered.
Local - Local companies assume all responsibility for your new equipment and make sure BEFORE it’s on your property, they KNOW it is in factory specified condition. No waiting on hold, email ping pong, no return fees and no waiting for another 7-10 days to get a replacement.

Knowledge in the Field/Serviceability of the equipment

Reward - None
Risk - Ecommerce sites use sales sheets and provide the features and benefits of the products they sell. They do not have the infield, real world experience to tell you the upside and downside of a particular piece of equipment. Imagine asking a car salesman about the challenges other purchasers have had with the same or like vehicle you are interested in.
Local - You can see we need not elaborate on this one.

Some customers have found success and saved money by buying cheap products online. It really is a great way to save a buck. But, it is always important to weight the benefits and the risk with any investment.

Dale's Gas Appliance Repair, Inc.

Friday, February 28, 2014

Perfect Pool Plan; A Better Way

We do it for our cars, our central AC’s and even for ourselves. When it comes to making sure our engine, compressor or ticker are working on all cylinders, we are none the wiser and just get it done. So, why would we not do the same for our second largest investment; Our pool?

Mostly, because it has never been offered as an option and we tended to simply wait for something to fail and only then do we pull out our wallet to paid the piper. Now, there is a better way.

Dale’s Gas is releasing a new bi-annual Pool and Spa Preventative Maintenance program called The Perfect Pool Plan or 3P. A first of it’s kind comprehensive pool, spa and equipment test, evaluation and inspection.

Emphasis will be placed in three areas; Equipment( heater, pump, filter and salt cell), Chemical’s (Including Phosphates, Nitrates, Metals and TDS) and the pool and pool area including the screen for safety, integrity and areas of concern.

Employing their CPO/CPI certification, years of experience in all phases of pool and spa construction, maintenance and service, Dale’s Gas provides an affordable, comprehensive inspection, evaluation testing and service program for it’s customers.

The service side aspect includes common services such as filter cleaning, salt cell check and cleaning, replacing o-rings and looking at the basic plumbing for leaks.

More detailed services will encompass a full heater diagnostics including gas pressures and pump AMP draw and TDH. But the most exciting part of 3P is the safety and integrity inspection.

With a 65 point checklist, 3P Inspectors will cover tripping hazards, lights, child safety barriers, locks on barriers, screens, screen doors and even include VGB compliance.

3P will be provided to customers at an affordable rate and will give the pool owner a full report of

the 3P findings, recommendations and follow-up issues which may be required.

3P’s objective is to lean into the long overlooked preventative maintenance side of pools and spa’s to give owners a professionals perspective, evaluation and inspection of the health of their backyard resort area.

Objectively, pool owners like us are reactive by default when we have equipment or more significant issues with our pool and equipment. With 3P we will see exactly how our pool and spa’s health fares and what we need to do to keep it healthy, our kids and family safe and also learn what other issues may be needing addressed so we can budget for those projects.

It’s a great program and Dale’s Gas is looking forward to launching it in the next few weeks.

Dale's Gas

Tuesday, February 18, 2014

Manufacturers Warranty; All that and a Bag of Potato Chips!

Who doesn't love a good warranty? After all, warranties can be great selling differentiators for pool and spa products and a good warranty often translates into great closing ratios. When promoted properly, deployed effectively and utilized with intent and purpose in the support of a customers peace of mind with their investment, warranties reinforce a customers confidence, knowing they made the right decision. To get the most out of any warranty, promote peace of mind to your customer and ensure the after the sale experience is all that and a bag of potato chips, its important to lay the foundation and not sell yourself or your customer short on that new piece of equipment. Here are a few ways to get the most of a manufacturers warranty:

Use a licensed, trained and qualified installer. This cannot be overstated. Many issues come about a result of poor, improper or down right head scratching, ready for viral prime time installations. It's OK to save a few dollars by seeking the cheapest installer you can find but always ask, WHY ARE THEY CHEAPER? Does Hugo come to mind?

Make sure your installer reads and has the installation manual during the install. The old school way of doing things and using the manual as a knee pad don't cut it anymore. Advances in technology, procedures, efficiencies and set up requirements change regularly and if your installer doesn't know about them...well, he's a back yard mechanic working on your new BMW with a hammer. Hope you enjoy the new ride, hot rod!

Train your customer how to operate and maintain their new equipment using the owners manual as the ONLY REFERENCE. You may know better than those silly product design engineers and guffaw at all the silly testing they did before sending the new equipment to you, but for the sake of argument, let's pretend the manual was written by someone who actually knows the equipment. The Owners Manual instructions, if followed properly will ensure your customer gets the most from their warranty and you get the peace of mind knowing you won't find unwanted lawn ornaments in the middle of the night.

Use only manufacturer suggested warranty centers for any warranty service which mat be needed. Spending 4 hours of your or an employees time jiggling the funny colored wires, tapping the sides with a rubber mallet and flipping that breaker 20-30 times may seem like an obvious solution, but here's a novel idea; DON'T! Suggested warranty centers have factory trained technicians, parts and typically know that one big green wire you jiggled isn't what's causing the problem. Customers appreciate a fast response, but they would likely enjoy working equipment better. Find a suggested Warranty center for the equipment, let them handle it and you go get a slushy and make another sale. Customer, manufacturer and of course you, all happy.

Your customer invested in and trusted you to provide them with the best equipment and expect you to stand behind the products you sell. Manufacturers go to great lengths and expense to implement and execute sound warranty programs to sustain their equipment. They train technicians, invest in resources to manage the warranty and ensure your customer gets timely, efficient and effective support by engaging highly skilled companies to represent them in the field. Do yourself, your customer and the manufacturer all a big favor and leave the warranty to the experts. You are the best at what you do, let others be the best at what they do and everyone wins...especially the BMW!

Monday, October 14, 2013

Pool & Spa equipment Hot Deals; Don't Dive in Shallow Water

Before Buying Your Next Hot Deal On-Line, Read This!

Where can you get a really hot deal on pool and spa products? Maybe eBay, Craigslist or what seems to be a reputable on-line resource with a really nice website? Perhaps, but sometimes it helps to understand some of the risk before diving into what may be shallow water.

Just today, we had a customer upset with us because of a delay with installing his new equipment. His frustration came because in his opinion he opted last week to use our local company over one he could have purchased on-line "cheaper" for a new salt system. He felt it would have been faster using our company. Under normal conditions, he would have been right. But, when we received the salt system from our distributor, we noticed the serial number was from 2008! We knew, because of our experience and expertise on the product, there had been numerous updates to correct minor glitches over the years. With that knowledge, we chose to refuse the system and ordered another one with a newer serial number. Once we explained the problem and why we chose to delay the installation, he was appreciative.

What would have happened had he decided to not use us? The likelihood of another company dumping older product is pretty high and no one, not even he would have noticed until the first problem. Then, he would have been left trying to figure out on his own, because unlike us, no one would have cared enough or even bothered to make sure he was getting the most current revision and serial number of his new product.

We share this true story with you so you might have the ammunition you need in advance to make sure you are getting what you pay for. The best analogy would be for us to show you how deep the water is before you dive in. In doing so, you can take the time to hold the company you are purchasing from with their feet to the fire. Before making that next really hot deal purchase, remember the following:

What is the Warranty

Verify with the manufacturer what the warranty will be for your Internet purchase and contrast that with what warranty you can get from a local company. Local companies will always list what the warranty is for your new product on their estimate and they will stand behind it, even if the manufacturer may not.

When was it Manufactured

Try to get the company you are purchasing from to promise, with a take back guarantee the product you will get is recently manufactured, within 1-2 years is fine. Anything beyond that and you may be losing out on important changes or upgrades to the equipment that have since been implemented on the newer products. Do not accept the line that the manufacturer will stand behind the warranty no matter how old it is. They likely will, but those little headaches and issues that you may experience with older manufactured equipment are NOT warrantied.

Who will Install it and Service it

Have the company you are purchasing from provide you a list of KNOWN reputable, licensed and trained service companies in your area that will work on your new equipment or install it. More and more service companies are refusing to work on or install equipment that has not been purchased from them. They are more focused on their loyal customers and keeping them happy with their service and have less time for someone else's customers. You may get a great deal, but if you can't get it serviced, the deal is a dud.

Sunday, October 13, 2013

Know it All's, CAN Know it All; How to be an Expert Installer

What manufacturer or warranty center has not heard this, "I have been doing this for (insert number) years, I know what I'm doing?" This common refrain is usually followed by a very expensive repair or replacement of a brand new piece of equipment which' you guessed it, was installed incorrectly. Whether a surgeon, pilot, mechanic or pool and spa technician, procedures change.

Imagine what has changed in our field over the last 20 years. Such things like Virginia Graeme Baker Act, Energy requirements and combustion efficiencies, codes and standards to name few have transformed manufacturing, products, installation requirements and forced massive investments from all spectrum's of our industry in training. If we resist acceptance of the new, opting instead for the way we've always done it, we sell ourselves short. The result of our unwillingness to adapt, keep current, or read up on manuals or relevant books for our profession are at the least, easily avoidable mistakes. Our mistakes then reflect poorly on us, our profession and industry.

Many of us pride ourselves as being experts in our trade and when we don't stay current, we set ourselves up for failure. Our facade of knowing it all can damage equipment or worse and more tragic, injure or kill someone. Such events are detrimental for our industry and prevents us from policing ourselves when government steps in to make corrections we should have made ourselves. We also impose more cost when our mistakes force manufactures to spend more money trying to support us, damage customer confidence in the pool & spa industry products and services and exposes us to liabilities that can cripple our businesses through higher insurance cost, legislation and higher prices for products. Its amazing how ten minutes to read a manual, 2 hours to attend a class or one day to get hands on training can have such an impact when we negate our willingness to do things right.

It seems futile to ask highly skilled, seasoned professionals to read the manual before installing equipment, but we must.

Complacency is a disease that permeates all industries and must be acknowledged, countered and avoided. Here are a few tips to keep up to date on installation procedures, avoid unnecessary repairs and ensuring products are installed it is designed to operate, run efficiently, properly and safely:

Always review and have new equipment installation manuals with us during installations.
We must understand Manufacturers improve products, procedures and processes regularly and we need to know what changes have been made.
Always refer to the installation manual when installing new equipment.
Use a checklist for installations and make sure we use it. This assures nothing is overlooked. Even the simplest of step can have dire effects on the efficiency and safe operation of the equipment.
If we don't have a checklist, refer to the installation manual and extrapolate information to formulate a checklist to use for every installation performed. Keep it current.
Use tools, resources and other experts in our field to answer questions we have related to the equipment installation, use and maintenance.
If we can't answer the question WHY, you don't know how.
Err on the side of caution when performing installations and do not assume what we are doing it the right way, know it.
Just because it fits, doesn't make it right.
Verify, check and double check our work, all the steps on the checklist are complete and all the specifications required are met before operating the new equipment.

Being a highly efficient, well trained, seasoned installer does not mean we know it all and even if we did, what we know often changes. We should keep current, review manuals and follow instructions as they are written or risk our credibility, customer confidence in products and keep egg off our face. Let's avoid mistakes with a little preparation before an equipment installation.

With the manual in hand, rather than us proclaiming how many years we've been doing what we do, we can say, "I did it by the book." This is the new and only way to be a true know it all.

Carl Stiggins, Dale's Gas, Pool, Spa & Backyard Leisure Sales Manager, carl@dalesgas.com