-by Rachael Pritz, RB Pool & Spa

It has certainly been a difficult time for our community and the entire world right now, as we work to navigate the unknowns of this global pandemic and its profound impact. Despite the many changes in our daily lives, RB Pool & Spa remains committed to our industry and to doing all we can to provide you value and guidance as we approach the summer months.

Pool service professionals are considered essential right now, as stagnant bodies of water can be disastrous. Tens of thousands of pools left to fester without chlorine and proper maintenance can lead to a public health crisis all on its own! Pools can turn green in as little as two weeks and will breed mosquitoes that can carry West Nile, Zika, and more. Taking care of a pool is more than just cleaning the pool. The water needs to be maintained. Your customers (and potential new customers) are going to need your help to keep their pool water clean, clear, and safe.

Fortunately, there are now technology services and pool service business softwares that allow for safe social distancing or the elimination of physical contact with consumers. Whether it’s delivering the right chemicals to the client’s doorstep or doing interactive phone calls to troubleshoot problems, it’s time to make the most of these technologies to build deeper customer loyalty with your clients. Here are our recommendations on how to use these innovative solutions to keep your business moving.

With the shift to remote work, it’s important for you, as pool professionals, to adjust the ways in which you connect with customers who are now working from home. These clients are looking longingly at their swimming pools as they wait for warmer weather to enjoy a ‘stay-cation’ at home. Right now, people are feeling isolated, so they may be more receptive to phone calls, texts, or emails. Split your customer list among every one of your staff members. Even with your staff at home, they can still connect with dozens of customers and use a remote business software to take orders by phone, take notes, schedule service etc (more on this software later!). Not only is this a productive way to reach out to clients, but it is also a great way to cross-train employees while giving them meaningful work that builds deeper customer loyalty.

We recommend starting with an email that tells customers you are open and ready to help. These same messages can then be used to start a phone conversation. Remember, these aren’t cold calls, as you are reaching out to your existing customer base. Your clients will likely be pleased to hear from you. This is especially true if you are offering support and solutions to make their summer more enjoyable.

Once you have them on the line, explain your plan for opening their pool and how you will help them keep it clean and clear all summer. Offer to do mobile service calls over the phone, using FaceTime or another video app, to troubleshoot problems. If your clients aren’t comfortable having you in their backyard, offer to walk them through doing the work themselves and charge them a special ‘FaceTime’ service call rate.

Some email subjects or phone call openers might include:
• Don’t Panic- we have a plan to open your pool
• Get your Pool Opening Kits—we’ll pre-package them up and deliver them to your home via –‘curbside delivery.’ Or we’ll give you a time to pick them up at our warehouse.
• Don’t Panic—we have a plan to keep your pool clean, clear and safe all summer
• Pool Openings—we’re here for you!
• We’re Open Online
• We Deliver
• We can open your pool –in person or remotely!
• Don’t panic—we’ll uncover your pool and get that swamp water clean and clear
• We will help ensure your pool water is clean and clear for your summer ‘stay-cation’
• Curbside Retail Available!

Take the time to explain that for everyone’s safety, your retail store is closed, but you will deliver to their car window or front porch.

One of the best ways to manage your projects and still provide exceptional service during this time is by implementing the latest mobile platforms. Mobile technology will be especially important this spring and summer to ensure your operation runs smoothly and you have a profitable season with happy, loyal customers.

For example,RB Pool & Spa Mobile Live is a pool company software that can be accessed at any time and from anywhere with your phone or tablet, and has the following features:
• Record results- Record pool or spa water test results from the job site to automatically become a part of the customer’s records (eliminate service forms)
• Calculate recommended chemical dosages- prompted by Mobile Live through the Mobile Live App
• Add job notes- then select an easy-to-use ‘customized check-list’ to record service work performed
• Add parts and chemicals used directly to the ‘sales order’ through the mobile device
• Coordinate payments- Take payments at the job site. In order to comply with social distancing, it’s best to take online payments and give online receipts.
• Inventory Search- Look up inventory from the job site
• Inventory Counts- Do physical inventory on service trucks
• Get paid: Give your customers the convenience of securely paying their bills online with a credit card using the RB Online Bill Pay feature.
• Inventory Look Up- Check prices, quantities on hand in all warehouses, and reference all alternate part numbers. Do physical inventory in your truck by UPC code to always keep your inventory up to date.

Additionally, with RB Pool and Spa Software and RB Service Pro, service technicians can view all scheduled pool opening jobs along with the customer’s equipment profile, job notes, directions and photos on file.

Maybe consider a “Drive Thru” that is open noon-6pm daily. Explain that this allows your 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 to pre-order and pay is essential. Explain that these pre-payments online are required for safety, and provide a specific pick-up time. Don’t forget to emphasize that you are putting these procedures in place to avoid congestion and adhere to social distancing protocols.

Maybe consider a “Drive Thru” that is open noon-6pm daily. Explain that this allows your team to pull the orders aTo take customer service to the next level, your service techs can email your customers a virtual door hanger to let them know they were at the pool and the work that was performed. This is particularly helpful with social distancing. You might include information on how your techs used gloves and masks while in their backyard and took extra steps to clean all surfaces touched during the pool service.

Up-sell opportunities- Since your clients can’t visit your store, before your service techs hit the road, be sure to call clients and ask if they want anything else for their pool. You might find your 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 in order to keep up with demand this spring and summer and foster deep customer loyalty that will continue on long after this crisis has passed.