Running a weekly pool care business comes with its fair share of challenges, and dealing with customer complaints can be one of them. As the owner of “Pool Care Professional“, a weekly pool care business in San Antonio Texas, I want to share an experience that I believe holds a valuable lesson for anyone in the pool service business or any business for that matter.

The Pricing Challenge: Navigating the Five Week Month

During the Christmas season, we all look forward to a well-deserved break, and for me, that means taking some time off around Christmas and New Year’s. In the pool care business, billing cycles are generally based on a four-week month. However, on the rare occasion a five-week month comes along, my customers get a bonus free visit, complete with necessary chemicals. This system affords me the flexibility to take a vacation or cover sick days without disrupting the service cycle. This year I took two weeks off from December 18th through January 1st. I began prepping all of my customers for the time off beginning in September. I included important information in their monthly QuickBooks invoices and weekly in their pool care reports after each visit. For four months all of my customer were routinely notified and updated included sending weekly pool care reports while I was on vacation with instructions and weather updates. It’s a rather lengthy process and probably worth writing about in a future article. No one communicates more than I do.

Customer Complaints: A Valuable Learning Opportunity

This year, one customer raised a concern. They felt that since they would not receive their weekly pool care visits while I was away, a discount should be applied to their bill. Complaints about pricing can be a delicate matter, but it’s crucial not to react negatively or ‘get bent out of shape’. Here’s how I handled the situation.

Responding with Grace: Understanding the Customer’s Perspective

My initial response was to acknowledge the complaint and agree to the discount. Communication is key, so in my follow-up email, I laid out the details of our billing process once more, highlighting the number of complimentary visits the customer had enjoyed in 2023 and the upcoming bonus visits they would be receiving in 2024.

I concluded the email by confirming that I would adjust their invoice and resend it. The customer quickly paid the discounted invoice for December 2023 and also settled the January 2024 bill early without any further issues.

The Ripple Effect: Turning a Complaint into a Referral

The story doesn’t end there, though. I later discovered that this very customer had referred me to the owner of a nail salon. I happened to be visiting the customers pool a few weeks later. This referral led to a new client for my pool care business. This just goes to show the ripple effect of handling customer complaints with grace and understanding.

Lessons Learned: The Impact of Professionalism and Business Growth

When customers voice their concerns, especially about pricing, it’s a pivotal moment that tests our professionalism. By choosing not to ‘get bent out of shape’, we open the door to potential opportunities and preserve valuable relationships. Every complaint is a chance to demonstrate our commitment to service and fairness. And as in my case, a thoughtful and measured response can not only resolve a single customer’s issue but also pave the way for future referrals and business growth.

Building Bridges for Long Term Success

Remember, when faced with a complaint, take a deep breath, listen, and respond with the intent to find a solution. It’s not just about the immediate concern but also about the long-term reputation of your business. By maintaining a calm and customer-focused approach, you’re building bridges, not burning them. And in the pool care industry, those bridges are your lifeline to success.

Are you just starting your pool care business?  Please read, “A step by step guide to starting a successful weekly pool care business”

Thank you for visiting “The Pool Blog” and taking the time to read about the valuable lessons learned from handling customer complaints with professionalism and grace. We hope this article has provided insights that you can apply in your own business or professional endeavors.

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Comment below to let me know how you are putting lessons learned into action in your business.  See you next time!