Shop Talk is a new feature in AQUA in which we ask a question to a few pros from all corners of the industry. Have a question you’d like to see your industry colleagues address? Pitch us at [email protected].
Today's question: What are your warning signs a customer will be a problem?
Al Curtis
Legendary Escapes, Brighton, Mich.
When we take calls at the office, whoever answers the initial call listens for cues in the words that a potential customer uses. If they are friendly and ask the right questions, we get a pretty good indication that they will be great to work with. People who are difficult to talk to, or have too-rigid expectations or impatience coming through are not a good fit for us.
We look for people who are interested in design rather than just collecting quotes. We also like to know if they are open to new design ideas, or if they have it set in their mind what they want. If they mention they have been to our website and love our work, even better.
If they start conversations with, "I'm having trouble getting anyone to do a design for me..." or, "I need to find a new pool company because the other one (insert crazy scenario here)," or "I hired someone else to build my pool and now I need someone to finish it," then we know most likely this customer won't be a great fit.
Merry Wise
Wise Pools, The Woodlands, Texas
One of the most common problems is the customer whose "wants" obviously don't match his or her "gots." Most of us want what we can't afford, and people often have an unrealistic idea about what a swimming pool will cost. They may have seen the fabulous pictures of award-winners we are all proud to share, and it is difficult to scale back to what they can really afford.
Try to establish what their budget is early on, and beware of the unrealistic tire-kicker who wastes a lot of your time getting all kinds of special bids for extravagant extras you will have to use other contractors for, only to have the job fizzle because they could never afford it.
Also, beware of anybody who throws around the term "lawsuit" or brags about suing people a lot — or is even using the money from a suit to build the pool. Some people live their lives finding bogus reasons to sue, only to settle and rip off somebody's insurance company. That person will always be trouble.
Dan Lenz
All Seasons Pools & Spas Orland Park, Ill.
We try to size up clients as early as possible to see what personality traits they have that might make a project either smooth or more difficult. One way we do that is with our three-meeting process, which helps us vet clients. First, they meet our salespeople at our design center with their plat of survey. At our design center, they can see fully functioning inground display pools, the associated equipment, various materials and more. If that meeting goes well, and both the client and our salespeople determine we are a good fit for one another, then we will schedule a second meeting at their property to evaluate the job site and make additional suggestions regarding their backyard plans. Following that site visit, a third meeting is set up to present their proposal.
If clients aren't willing to invest this type of time into the process of spending tens or even hundreds of thousands of dollars with you, then there will likely be problems during construction that could have been avoided.
As Bill Engvall might say, "Here's your sign."
