Your Focus is your Greatest Asset.
In a recent conversation with a new weekly pool care customer, I thanked him for choosing me then asked, “So, why did you switch pool care providers?” My new customer expressed dissatisfaction with their previous pool care provider. He felt that the former pool tech did not dedicate enough time or attention to the task at hand, often spending time in their truck on the phone, rather than thoroughly cleaning and caring for the pool. This ultimately led to the customers decision to switch pool care companies due to a perceived lack of value for the money they were spending. I knew who the provider was… at least I knew who he worked for. My customer had gone with the builder of his pool. The company is a nationally known and recognized pool builder. I know a thing or two about builders offering weekly pool service as part of their menu of offerings. Some do it well. Some do not. It is all about who you hire and the training you provide.
Why Is This Important?
This conversation underscores the importance of offering quality service as pool care professionals. It is crucial to maintain a high level of focus and dedication while working on each pool, ensuring that every customer gets consistent and thorough service. Spending ample time in each backyard is not only necessary for properly maintaining the pool, but it also reassures customers that they are receiving a service worth their investment.
Furthermore, it is vital to minimize distractions while on the job, particularly smartphone use. When we are seen using our phones, it creates an impression of disinterest or negligence, similar to the experience of this new customer with their previous provider. As professionals, it’s our responsibility to respect our customers’ time and money by staying off our phones and focusing on the task at hand. This will not only improve our reputation and customer satisfaction, leading to a stronger, more successful business.
Understanding that some phone use is required while you are on site here are some helpful tips to help minimize screen time and distractions while on the job:
- Park in between jobs to handle personal or business-related issues. Then customers will not see you parked in their driveway on your phone.
- Do not eat your lunch while parked at your customer’s home. Your customer will see you eating and mindlessly scrolling while sitting in thier driveway. My wife packs my lunch or sometimes I pick up food in between stops. Park somewhere and enjoy a little downtime before heading to your next pool.
- Do not answer texts or calls while you are in the middle of your pool cleaning. Return those calls or texts while on your way to the next pool.
- Stay off social media. Social media is designed to suck you in. Don’t let it eat away at your day when every minute counts.
- If you must use your phone while you are working, I recommend getting a pair of ear buds. These work great not just for taking calls but for listening to audiobooks or podcasts throughout your day.
Understand, your customer is paying you to provide a service. We as professionals should respect that time!
This question is important to ask whatever side of the coin you are on. Why did you choose me to care for your pool? Why did you decide or why are you looking to switch providers? You will gain insight into what the customers’ expectations are so you can WOW them from the start.
Your lack of focus can be your greatest liability! If you don’t control your distractions, they will keep you from reaching your goals.
Here’s a previous post you might enjoy reading.
Go back in time a catch up on some important posts here at, The Pool Blog!