THE IPSSAN - Independent Pool and Spa Service ...
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
THE IPSSAN January 2022
Volume MMXXII, Issue 1
The Independent Pool & Spa Service Association. Inc. exists for the mutual professional benefit and
growth of its members and for the continued improvement of the pool and spa service industry.
Special Edition
Remembering Bob hard to obtain two chemistry
degrees from FSU. This is
rage. However, there were no
specialty products designed
By Terry Arko where the story of Bob Lowry to treat spas or hot tubs.
ON A COOL FOGGY evening in missions that were classified begins for the pool industry. That bothered Bob and so
Monterey, California we sat by the CIA. He was captured When Bob left college back he decided to create a line of
outside at the Paluca Trattoria during one of the missions and in the early 1970’s he partnered specialty products to address
on Fisherman’s Wharf. It was was held as a POW. For several with a friend to create a the unique maintenance
Saturday, September 11th, weeks he was imprisoned polymer-based water clarifier challenges of hot water. The
2021, the last day of the Pool in a bamboo cage that was for fishponds and aquariums. entire Leisure Time Chemical
Industry Expo. It was a very partially submerged into a Eventually this led to the spa product line took off like
memorable dinner with Bob shallow river. His food was creation of one of the most a rocket. The products are still
Lowry and his lovely wife old scraps that were thrown to popular pool water clarifiers sold today and are very popular
Sylvia. Bob talked at length him. Fortunately, his squadron known as ‘Super-Blue’. This among spa hot tub owners.
about his early life and his was able to locate him, and product is still used today to Bob was frustrated because he
service in the special forces they fought off enemy forces clear up cloudy water as a filter- didn’t feel like he was in touch
during the war in Viet Nam. for his release. It was at this aid. Due to the success of the with the backyard service
I learned much that evening point in the conversation that clarifier Bob and his partner Continued on page 6
that enlarged the respect I Bob rolled up the sleeve of his started a company known as
already had for this man. Bob left arm to show me the near Robarb. Eventually the two
volunteered for the Army, 10-inch scar that he received inventors parted ways and
choosing to enlist voluntarily from an enemy bayonet in Bob hopped on a motorcycle
rather than be drafted. At 18 hand-to-hand combat. After and drove across country to
years old in basic training his his service to our country Los Angeles to start another
superiors observed that he was Bob returned to his home to company. That company was
an exceptional shot with a rifle attend Florida State University. Leisure Time Chemical and
and was a strong energetic Because he was a decorated it’s impetus was based on the
young man. As a result he was veteran he was shunned at creation of a polymeric spa/
sent to training to become a college and not allowed to hot tub clarifier known as Spa
Green Beret and succeeded participate in sports or even Bright & Clear in 1977. At this
being one of the youngest in join a fraternity. Despite the time hot tubs were becoming
the forces. By 19 years old he unwarranted rejection he very popular in California
was leading a squadron on experienced he still worked and portable spas were all the
COMMUNITY • EDUCATION • SUPPORT
IPSSA: Knowledge Through Community
Inside this issue
8 Year of the Borate 20 Premium Pool Options
14 Modernizing Older Pools 32 Chapter Information
18 Customer Service Tips 34 Associate Members
IPSSA.COM
The IPSSAN
HEY RAY! Associate
Management Team
Ray Arouesty, Senior Vice President of ROSE SMOOT IOM, CAE
Arrow Insurance Service, a division of HUB Executive Director
rose@ipssa.com
International Insurance Services, answers Requests to and from BORD, associate
commonly asked insurance and liability related member relations, governance information
and requests for documents, IPSSA sick
questions from pool service professionals. route oversight, Education Fund guidelines,
grievance information, chapter governance
tools, IPSSA.com website updates
QUESTION:
I’ve been servicing a residential pool for about a year now. It’s an PENNY GAUMOND
older pool and the customer is now blaming me for damaging her Project Resource Specialist
plaster. I admit that the plaster is showing signs of deterioration 888-360-9505 x2
and some staining, but that condition existed when I took over this info@ipssa.com
account. I’ve tried explaining this to my customer, but she wants the Trade show materials requests, table
top material requests, codes for water
name of my insurance company. How can I avoid a situation like this chemistry test, process orders from
in the future? chapters for sick route coverage cards,
IPSSA merchandise & book order fulfilment,
ANSWER: social media posts
I was once told that pool plaster begins deteriorating as soon as a
new pool is filled with water. While that may be an exaggeration,
most agree that swimming pool plaster has a limited life span Member Services &
and pool service techs taking on new accounts need to protect Finance Team
themselves from pre-existing plaster damage claims. The best way FRANK MCDONALD
to do this is with a new account evaluation checklist. I recommend Finance Director
that that the service tech meet with the new customer before frank@ipssa.com
beginning new service. During this meeting, the service tech should Oversees day-to-day membership
discuss the pool’s condition with the customer. Items should include transactions and accounting. Prepares
IPSSA financial reports, chapter shares and
equipment in obvious need of repair, as well as a detailed evaluation
census report
of the pool plaster. The service tech should note all areas that show
plaster defects, including staining, cracks, spauling and delamination ALISON THOMPSON
and the customer should sign and date this form. This simple form Membership Assistant
will provide a powerful defense to later allegations that the pre- Phone: 888-360-9505 x1
existing damage was caused by the service tech’s negligence. n Fax: 888-368-0432
memberservices@ipssa.com
Membership applications, transfers,
cancellations, change of address or contact
information, auto-pay sign up or one-time
HUB INTERNATIONAL INSURANCE SERVICES payments, chapter rosters and chapter
hubinternational.com officer updates
Ray.Arouesty@HubInternational.com
ACCOUNTING
888-360-9505 x1
accounting@ipssa.com
Invoicing members, process payments,
processes (financial) tax data, Swim Fund, track
members that are water chemistry certified
IPSSAN Newsletter
MICHELLE HARVEY
IPSSAN Editor
editor@ipssa.com
IPSSAN content, IPSSAN advertisements
Insurance Billing
insurance@cramercpa.com
Phone: 844-574-1134
Fax: 888-811-4502
PO Box 2934
Rocklin, CA 95677
4 | The IPSSAN JANUARY 2022
MAKE ANY POOL A
MAKE ANY
SMART POOL
POOL A
MAKE ANY
SMART
MAKE POOL
ANYPOOL A
POOL A
SMART POOL
JANDY® AQUALINK® TCX™ & A JANDY VS PUMP
SMART POOL
PROVIDE A PERFECT AUTOMATION UPGRADE
JANDY® AQUALINK® TCX™ & A JANDY VS PUMP
PROVIDE A PERFECT AUTOMATION UPGRADE
JANDY® AQUALINK® TCX™ & A JANDY VS PUMP
PROVIDE
JANDY® A PERFECT
AQUALINK® AUTOMATION
TCX™ & A JANDYUPGRADE
VS PUMP
PROVIDE A PERFECT AUTOMATION UPGRADE
1
3
1 2
3 4
2
1
4
3 5
1
2
3
4 5
2
4
5
1 2 3 4 5
Jandy AquaLink TCX 5
paired with a
1 2 3 4 5
Jandy VS Pump
Jandy AquaLink TCX
with two auxiliary
paired with a
relays will control:
Jandy VS Pump 1 2 3 4 5
Jandy AquaLink
with two TCX
auxiliary
paired with a
relays will control: 1 Heater 2Salt Chlorinator 3 Booster Pump 4 Pump 5 Lights
Jandy AquaLink
Jandy VS Pump TCX
paired
with with
two a
auxiliary
Jandy VS
relays willPump
control: Heater Salt Chlorinator Booster Pump Pump Lights
with two auxiliary
relays will control:
Heater
©2022 Zodiac Pool Systems LLC. All rights reserved. ZODIAC ® is a registered trademark of Zodiac International, Salt Chlorinator
S.A.S.U., used under license. Apple and the Apple logo are trademarks of Apple, Inc., registered in the U.S. and other
Booster Pump Pump LEARN Lights
MORE
countries. App Store is a service mark of Apple, Inc., registered in the U.S. and other countries. Google Play and Google
Heater Salt Chlorinator
Play logo are trademarks of Google LLC. All other trademarks are the property of their respective owners. 9999_AD Booster Pump Pump AT JANDY.COM
Lights
©2022 Zodiac Pool Systems LLC. All rights reserved. ZODIAC ® is a registered trademark of Zodiac International,
S.A.S.U., used under license. Apple and the Apple logo are trademarks of Apple, Inc., registered in the U.S. and other
LEARN MORE
Remembering Bob The IPSSAN
Continued from front page Official Publication of the Independent
Pool & Spa Service Association, Inc.
professional. So, he began visiting pool in Dallas Texas at the Pool Nation Awards PO Box 254645
service companies. He met with one that were held during the International Sacramento, CA 95865
888-360-9505
pool service pro and immediately asked Pool Spa Expo. Bob had earned the Pool
editor@ipssan.com
if he could work for him at no charge. Nation Lifetime Achievement Award. I had www.ipssa.com
As a result, he spent close to two months the honor of presenting and accepting the
everyday working servicing pools. He also award for Bob. It is a moment I will never EXECUTIVE EDITOR
Adam Morley
would take more time throughout his forget. Fortunately, we were able to record
career to meet up with pros in the backyard a video a few weeks prior to the awards of MANAGING EDITOR
to help to solve water chemistry challenges. Bob accepting the lifetime achievement Rose Smoot, IOM, CAE
He made himself available to anyone award. I think the best way to close this
DESIGN AND PRODUCTION
who called him and also began teaching article remembering Bob is with his own
PoolPro Magazine
a weekly water chemistry course at his words from that video.
company headquarters. Bob continued to “Thanks very much and hello from Lima, Please contact editor@ipssa.com to obtain
feel frustrated that enough education wasn’t Peru. I am sorry I am not able to be there the deadline for submission of articles each
month. Material submitted late will be
getting to the service pros, so he created with you guys, due to recent changes in
considered for the following month.
Service Industry News in the early 80’s. my health it is not possible. I am honored,
This was the first of its kind bi-monthly humbled, and encouraged to accept and Copyright ©2021 Independent Pool and Spa
‘newspaper’ publication provided free of receive this lifetime achievement award. It Service Association. All rights reserved under
state, federal and international laws. No part
charge at the distributor counter. is the first time in my career that I have
of this publication may be reproduced by
Throughout all of his career Bob always been recognized for my contribution and any mechanical, photographic or electronic
had a passion for real understandable to be recognized by service technicians is process, nor may it be stored in a retrieval
education. He truly had a heart for the something special. Most of the chemical system, transmitted or otherwise copied
(except members of the Independent Pool
backyard service pro. technical information I produce is for
and Spa Service Association may copy all
During his 48-year career in the pool service techs. I have always tried to or part of this publication exclusively for
industry he has authored 21 pool and spa make complex chemical information personal use or use in the operation of
chemistry books and published over 175 understandable and technically accurate. thatmember’s pool and spa service business
other than a publication) without prior
technical articles. He also wrote the 3 During my 48 years in this industry people
written permission from the publisher.
IPSSA training manuals which have over have said of me, who is he? Is he a chemist? Forpermission to make photocopies,
425 pages on water chemistry. He’s a maverick, He’s a crackpot, He’s an contact the IPSSA Management Office at
He had a long history of teaching, idiot, He doesn’t know what he’s talking 888-360-9505, x2.
troubleshooting, and innovating new ideas about, He’s brilliant and He’s a genius! I
Editorial Content: The editorial contents
to help the pool service pro. Unlike many don’t know what label I would give myself, of this publication are educational and
technical or chemistry related classes, his but I am very grateful that you all have informational in nature, and not intended
classes were always packed with service chosen to recognize and honor me with this as minimum standards, or legal or other
professional advice. The Independent
techs because they were the most relevant award. I will continue my efforts and have
Pool and Spa Service Association has
and understandable. In 2018 he wrote a wonderful evening” endeavored to include appropriate and
two books specifically for residential pool accurate statements but disclaims any
service pro and created the Pool Chemistry Those were literally Bob’s last words to and all warranties and/or responsibility
for the statements or their application.
Training Institute which is the premier the industry. He will never be forgotten,
Usersshould confer with their professional
certification class that teaches a dynamic and his legacy will live on. Bob passed advisers for specific input and assistance
method for keeping pool water balanced away on November 17th, 2021, in his concerning their respective projects. Any
and stable. home of Lima Peru with his wife Sylvia expressions of opinion or perspective
byauthors of articles included in this
Bob’s passion throughout all of his by his side. He was 75 years old. For
publication are not necessarily those
career was to help pool professionals solve several years of his later life Bob fought of the Independent Pool and Spa
the chemical related challenges they face an incurable lung disease. When he was Service Association.Advertisements: The
every day. And to assist them in finding diagnosed with the disease he was told that inclusion of commercial advertisements
in this publication constitutes neither a
solutions that work and bring more savings he only had at best two years to live. Being
recommendation nor an endorsement
and success to their business. He truly the fighter that Bob was he outlived that of the product or service advertised.
was one of the most brilliant yet down to prognosis by 5 years. And every day that he Although IPSSA will not knowingly publish
earth and friendly people that I have ever had life he devoted to the pool service pro a false or misleading advertisement, no
attempt has been made to verify the
had the pleasure to know. It is ironic to and the industry.
contents of advertisements included in
imagine but at the very hour that Bob was Rest in peace Bob Lowry. October 1, this publication unless other than as set
leaving this earth he was being honored 1946 - November 17, 2021 n forth in writing by IPSSA.
6 | The IPSSAN JANUARY 2022
industry’s
smallest
footprint. Meet the Universal HC Series dual-fuel
heater: proof that the best things really do
*
come in small packages. With a convenient
top-access panel and zero wall clearance,
it’s as easy to service as it is to install—
with zero capability tradeoffs. It’s
maximum heating performance, packed
into the minimum possible footprint.
THE DUAL-FUEL GAS HEATER
WITH ZERO WALL CLEARANCE.
®
NOT SOLD 3+ YEAR PARTS &
ONLINE LABOR WARRANTIES**
*Among leading competitive brands.
**When sold by a Totally Hayward® Partner. Exclusions, other terms and conditions may apply — visit hayward.com/expert for details.
Hayward, Hayward & Design, the H logo, Expert Line and Totally Hayward are registered trademarks and We Build Better is a trademark of Hayward Industries, Inc.
© 2021 Hayward Industries, Inc.
IPSSA.COM |7
Why 2022 is the Year of the Borate
By John Bokor
A NEW YEAR HAS BEGUN. as they are available in powders
Pool professionals are seeking and slurries which can be
solutions to overcome what added directly to the pool.
is looking to be another busy Borates help prevent corrosion
summer season. As an industry, and scale on equipment while
the goal is to keep clients also controlling pH levels in
happy with their investment. the pool water.
With so many new pool
owners entering the market, CORROSION PREVENTION
professionals need a product to The electrolysis that occurs in
ensure water stays clean, clear, a salt chlorine generator can
and sanitized. Here is why this damage plating on handrails,
year, more than years past, is light niches, and other metal
the year of the borate. components. Borates create
another buffering system for conversion cells can easily
BORATES HELP POOLS WITH the water which eliminates last a decade. Even customers
SALT CHLORINE GENERATORS these effects. Many pool who ensure their pool water
One of the primary professionals agree borates are is balanced only get five to
reasons borates have gained a good companion product to six years out of an equivalent
popularity among pool service salt chlorine generators because cell without borates. The salt
professionals is their ability to they help simplify water and cell lasts longer when borates
control corrosion in a saltwater equipment maintenance. It are used because they bond
pool environment. For pools is worth the consumer’s extra with the calcium in the water,
with salt chlorine generator investment in a borate product, allowing it to remain cleaner
systems, a large amount of especially when their pool and producing less scale.
pool grade salt is added to uses a salt chlorine generator Although scale does form in
establish a concentration of to produce sanitizer. Borates some cases, it is a much softer
about 3000 to 5000 parts per add an anti-corrosion effect scale which is easier to remove.
million (ppm). It is important to help ensure against rust on Plate damage is also minimized, have problems with green
to maintain the appropriate equipment, accessories, and as less acid is required to clean water—even after it rains in
salt concentration, as using fixtures around the pool. the cell plates. the summer and temperatures
too much can increase the Due to the high pH at the rise to 37 C (100 F). Those
potential for corrosion. Pools CALCIUM SCALE PREVENTION surface of the cathode plates, who do not use borates in
with salt chlorine generators AND PH CONTROL scale formation is more likely. those conditions will routinely
continuously produce sodium High calcium content can In fact, it is important to note see their pools turn green
hydroxide (NaOH) when lead to scale formation, as well scale formation will occur inside overnight. As summer rains
the sodium chloride (NaCl) as cloudy water. Scale forms the salt chlorine generator, even and warmer temperatures
is broken into free chlorine. when calcium and carbonates if the pool water is properly increase, service professionals
Unfortunately, NaOH has a crystallize on the pool walls balanced. Service teams should should always test for borates
pH of approximately 13, which around the waterline surfaces start all their new pools with as part of regular water
will quickly increase the pH of and equipment. This problem approximately 30 to 50 ppm maintenance programs. Some
the pool water. The continuous is compounded by a high of borates in the water, which pool professionals find borates
addition of NaOH results in pH. Borates keep the pH normally lasts between one and also help to keep the pores
a never-ending pH increase. If from creeping upwards to two years. After about a year and of the pool plaster clean and
this is left unresolved, the high help prevent scaling. With an a half, they usually need to add a algae-free.
pH will lead to corrosion of the increased installation of pools little more borate to get the level Although borates are
pool components. with salt chlorine generators, back up into that range. mainly a tool for pH and algae
Borates have a buffering borates have become even more control, pool owners also like
ability which allows pool water important, as scale can reduce ADDITIONAL BENEFITS OF the look and feel they give the
to remain at a more neutral the life of the cell plates in the BORATES water. This product increases
pH level for a longer period. generators. Borate-based products also the water’s refractory index.
This allows the chlorine to be By maintaining borate inhibit the reproduction of More light is reflected, which
more efficient and effective at levels at 50 ppm, salt cells algae. This is a huge benefit gives the pool more sparkle.
sanitizing the water. Borate last much longer. Service for service technicians as pool Finally, borates help to improve
products are also easy to use, technicians agree the salt owners who use borates rarely the overall bather experience.
8 | The IPSSAN JANUARY 2022
All borates can be considered chlorine, as only 1-3 ppm of VINYL LINER PROTECTION Pool owners will be using
derivatives of boric acid chlorine is typically needed for Unbalanced pool water can their pools more than ever
B(OH)3, the active ingredient good water quality. prematurely break down the and will want to enjoy their
in eye drops. This soothing For pools that use chlorine structure of vinyl material. new investment. The industry
ability translates into pools generators, there is a case to Borates help extend the life needs to ensure they remain
and spas treated with borates. be made for adding borates to of a vinyl liner because the satisfied by making their
Borates are a mineral salt, so the water to ensure chlorine alkalinity acts as a buffer and pools easy to maintain. With
they help make bathers’ skin generators are not working absorber against harmful pH service technicians stretched
feel softer and help reduce red overtime and causing harmful swing. to their limits, borates can
eyes from swimming. side effects to the pool and to help minimize maintenance
the generator itself. In general, FIBERGLASS POOL SURFACE between service visits and keep
BETTER BALANCE WITH borates improve the wellness of BOOST customers happy. n
BORATES all pool types. Borates have natural anti-
Balanced pool water is one scaling and anti-staining ABOUT THE AUTHOR
of the easiest ways to ensure PLASTER POOL START-UPS properties to keep fiberglass John Bokor is the host of
chlorine will keep water Plaster pool start-ups require surfaces sparkling, pool water Haviland Pool and Spa
Products’ “Legendary Pools
sanitized. Borates allow critical water conditions. During looking great, and equipment and Spas,” a web series that
pool water to remain at a this period of changing water performing properly. In fact, promotes the fun of owning
more stable pH level for a balance, borates demonstrate many pool professionals say a pool or hot tub. He is also
the company’s director of
longer period, resulting in their unique characteristics. borates can provide a once-a- sales and has more than 25
lower chlorine consumption. Balanced borates help guard season water protection policy. years of experience in the
Frequent and consistent testing against pH swings and protect An initial dose of 50 ppm pool retail industry. Bokor, a
certified pool operator (CPO),
of chlorine, using a home delicate plaster surfaces from will last most pool owners regularly speaks to professional
testing kit or test strips, is scaling or etching. They can the entire season. Borates are dealers and pool owners within
imperative to make sure the also help prevent return trips to only lost through splash out, his territory about water
chemistry and maintenance.
sanitizer levels are at the correct the construction site, to keep backwash, or loss of water, so He can be reached via email at
levels. Without testing one may builders on top of their busy they tend to remain steady jbokor@havilandusa.com and
be needlessly adding too much schedules. throughout the year. on Facebook @LegendaryPLS
USING ALTERNATIVE POOL SANITIZERS?
SALT LOW CHLORINE BORATE COPPER OZONE
TEST WITH
THE BEST!
sensafe.com • its@sensafe.com • 800-861-9712 • Industrial Test Systems, Inc.
SENSAFE ITSSENSAFE
IPSSAN0621_½ ad.indd 1 6/11/21 2:59 PM
IPSSA.COM |9
Get involved with other National Organizations, apply
to serve as a liaison to the following organizations
By Rose Smoot, CAE, Executive Director
WOULD YOU LIKE TO SERVE Mission statement. “United, Council: Attend meetings
AS A LIAISON TO ONE OF THE we can prevent the tragedy of virtually and one in person.
FOLLOWING ORGANIZATIONS? drowning.” “We believe that RWQC 2022 Goals:
together we can reduce the • Revision of Legacy
1. California Pool and Spa incidence of drowning and Recreational Water
Association (CPSA): Attend aquatic injuries in the US and Illnesses Publication been assisting consumers and
board meetings and have a vote. abroad.” • Call for Research Proposal industry members in solving
Provide an opportunity to serve to Address CYA Concerns issues with pool plaster surfaces.
on policy committee. CPSA is World Aquatic Health • Go over Change Request
a professional trade association Conference: Attend Proposal Forms for ANSt/ HOW TO APPLY
representing all segments Conference: Involvement is pHf A/rcC-U, If interested, you may provide a
of the swimming pool, spa every three years attendance at • Review ANSI/ letter of intent for (1) organization.
and hot tub industry in the conference. Is an aquatic PHTA/|CC-1, LStandard Please provide your interest and
California. CPSA primary role research forum presented by for Water equality professional experiences that
in the industry is to provide the Pool & Hot Tub Alliance • Review ANSI/ aligns with the mission of the
government relations services • The CMAHC (Council PHTAIICC-Z Standard organization by January 24, 2022,
to support and protect the for the Model Aquatic for Public Pool and by emailing IPSSA National at
swimming pool, spa and hot Health Code) triennial Spa Operations and rose@ipssa.com.
tub industry from unwarranted conference: The conference Maintenance The process: BORD-
new laws and regulations. is held for the purpose of appointed liaisons will be
reviewing change requests 5. National Plasterer’s reviewed and voted on for
2. National Drowning to the model aquatic Council: Attend two education either renewal or change at the
Prevention Alliance (NDPA): health code for the CDC. committee meetings per February BORD meeting.
Attend NDPA National Water year. For over 25 years, the
Safety Annual Conference. 4. Recreational Water Quality National Plasterers Council has LIAISON TERMS AND
RESPONSIBILITIES
• The term of the position
will run for a period
of one year, or at the
discretion of the BORD.
• If there is required travel
to represent IPSSA, as
the liaison you will be
expected to do so on
IPSSA’s behalf. Please
check with Rose Smoot
prior to making any travel
arrangements. Travel
expenditures incurred as
a liaison are reimbursable
by IPSSA National, per
reimbursement policy.
Policy and expense
reimbursement provided
to all liaisons.
• Written reports from
liaisons will be due no
less than two weeks
prior to each BORD
meeting. Reports must be
submitted to the respective
committee and executive
director. n
10 | The IPSSAN JANUARY 2022What might be heard at Mount Rushmore
about Salt Water Pools...
,FKHFNWKHVDOWOHYHO
DQGRQO\XVH$48$6$/7
,NHHSWKHS+LQ ,FOHDQWKHFHOOHYHU\
WKHFRUUHFWUDQJH WRPRQWKVRIXVH
,DGGFRQGLWLRQHU
DVQHHGHGKRQHVWO\“Off the Deep End”
Pool Bob’s Hydro-eclectic Musings concerns, that provide a guide rink ice is pumped back to
to creating solutions that may heat the arena or buildings.
needed. Still, include chapter membership The heat removed is also used,
even if motions, discussion and votes. especially, to heat the concrete
the pool IPSSA, regions, chapters sub-floor under the ice, to keep
temperature and members change. the ground from freezing and
is exactly at Expect to extend diplomacy, possibly “popping the frozen
82.00000 mindful thinking, kindness, pool” out of the ground. The
degrees, patience and understanding, useful service life of the pumps,
a highly both ways. Pool and spa chillers, heat exchangers and
calibrated routine care, with measured piping is about 20-30 years.
Big Toe chemistry adjustments, At regular daily or NHL /
may claim equipment monitoring, and Olympic regulation intervals
otherwise. scheduled maintenance is the Zamboni ice-resurfacer
similar to problem discovery, shaves about 2500 pounds of
COLD CUTS troubleshooting, solving and scratched, chipped and dirty ice
When prevention necessary for off the surface, not unlike our
threatened healthy IPSSA chapters. pool skimmer netting. Then
by a lion, the Zamboni carefully applies
COLD FEET AND TOES stallions put their heads ICE COLD POOL a very even and level 300-500
“The pool’s too cold! It’s together and use their mighty My precious and I had a gallons of fresh warmed “make
freezing!”, shrieked the bather, hind legs to ward off the wonderful time at the Charles up water” that freezes solid in
upon surfacing, after making danger. Donkeys, on the Shultz Museum (Charlie minutes. The ice can’t be too
the first dip cannonball. As other hand, do the opposite Brown Peanuts cartoon creator) thin or the skates will cut into
many times as we’ve heard and fearfully face outward, in Santa Rosa. I especially the painted color team logos
that exclamation, it still kinda then kick each other. Our enjoyed a behind the scenes and hockey rink markings or
hurts us pool techs to hear chapters past and present board tour of Snoopy’s Home Ice worse... below the ice and into
our pool water isn’t, “just members work hard to care Skating Rink and thought the steel pipes. If the ice is too
right”. We strive to be sure and maintain smooth chapter how a skating rink might thick, it won’t freeze and it will
the water is not too hot, not waters. Occasionally, waves are compare to a swimming pool. like skating in slush. Ice rink
too cold, not too wet, not too made, and grievances come A National Hockey League care is only slightly similar to
dry. Oh well, in less than 5 up requiring all members to skating rink surface area is routine pool service and the
minutes that same bather is put their heads together to 85’ x 200’ (17,000 sq), but chemistry is, well, different. I
happily splashing about and explore and solve a concern or the 20–25-degree ice is only could not find 120,000 ppm
thoroughly enjoying the pool problem. However, what starts about 3” thick / deep. If pool calcium (400 times higher
with no further regard of the out as, perhaps, playful joking, volume = L x W x D x 7.48 g/ than a pool), the extreme
temperature, so it must be fine casual teasing, friendly ribbing, cu ft, then it’s about a 32,000 total dissolved solids level
after all. Now, the routine daily and poking may escalate to gallon very shallow frozen pool. adjustments (salt alone is 18
swimmers can, indeed, feel a hurtful comments, taunts, Over 5 miles of 1” steel welded times higher than a pool) or the
degree of water temperature jabs, cuts, insults, harassment, piping, beneath the ice, have 27-degree point on the Langlier
difference from normal and criticisms and put downs, about 10,000 gallons of custom Index Water Calculator. And I
surely, they will let you know which could be concealing blended aqueous calcium brine would absolutely have to test
when it does. Our modern a truly bigger problem. heat transfer fluid (+ /-, 50,000 the pH every week.
electronically controlled heater Sometimes it is difficult to ppm salt, 120,000 ppm / 12%
thermostats and sensors are know there is a problem, calcium chloride / hardness) CATCHING COLD
very precise, especially when until it hits like a tidal wave. coursing through it. The brine Don’t.
compared with a cheap floating Possibly, the provoking person pH is 7.5-8.0 and is usually
thermometer or bather skin. doesn’t know or even denies only required to be tested a KEEP IMPELLING IPSSA! n
The Taylor (no relation to our there is a problem. Fortunately, couple times a year. Absolutely
test kits) digital folding cooking there are governing documents no air (suction leak?) can get ABOUT THE AUTHOR
Robert (Pool Bob) Blade
/ BBQ thermometer is about like IPSSA National bylaws, in the solution, or the brine operates Aloha Pool and Spa
$12 at the grocery or hardware Chapter Standing Rules and becomes highly corrosive. and is a 20+ year member
store. It provides a mobile, fast IPSSA Policy & Procedures This liquid “hard salt syrup” of the Monterey Coast IPSSA
Chapter, Past President,
and very accurate (+/- 1/10 created by experienced IPSSA is pumped from the chillers Region 10 Secretary and PIE
degree) temperature measure leaders, whom may have (un-heat pumps) to the rink. Show museum curator.
for pools and spas, when already addressed similar The heat removed from the
12 | The IPSSAN JANUARY 2022Pool professionals
use the best products.
Since 1984 —Employee Owned
Specialists in Swimming Pool Safety Products
Use the best.
The employee owners at Pool Covers, Inc. are committed
to great customer service for you and your clients! USE STAIN DROP.
Know that when you refer your clients to us they do not
need to shop anywhere else. Pool Covers, Inc. employee
owners will not only provide superior customer service
but will provide you with the most innovative products to
make your clients pool safe. We offer child safety fencing
as well as safety swimming pool covers. Our style of “one
stop shopping” makes it faster and more convenient for DIAGNOSE REMOVE OPEN PREVENT
you and your clients.
Remember, for every client you refer that purchases a
safety product from Pool Covers Inc., you will receive a
referral check. We here at Pool Covers, Inc. appreciate
you and your business!
Pool Covers Inc. providing quality safety products and
service in Northern California for over 30 years.
Call us at 800-662-7665 with your referrals!
Save Lives, Save Water, Save Heat, Save Money!
poolstaindrop.com
Take PRIDE
In Your Work.
Don’t settle for anything less than the
BEST REPLACEMENT FILTER ELEMENTS
that are USA-MADE to OEM SPECIFICATIONS
C
M
Y
CM
with over 60 YEARS of industry knowledge,
MY
experience, and UNMATCHED CUSTOMER SERVICE.
CY
CMY
K
www. filters.com
IPSSA.COM | 13Modernizing Older Pools to Increase
Your Earning Potential
By Fluidra North America
WHEN IT COMES TO SERVICING pools, it’s pool these days. And for a more dramatic
time to start thinking beyond just “service” makeover, upgrading to energy-efficient
and start thinking about “selling”. You LED lighting provides more than just of automation options ranging from the
can help usher pool owners into present- cost-cutting appeal, they provide an advanced AquaLink® RS system that
day pool ownership with modern updates aesthetically pleasing pool ambiance enables total control of the backyard
that will make their aquatic activities with color options to match any mood. experience and integrates with home
more accessible, more efficient and more Generally smaller and easier to install, automation systems to the Jandy TCX
enjoyable than ever — while boosting your nicheless LED lights use less wattage while system that easily replaces a timeclock to
business with some added revenue. providing the same brilliant illumination enable basic control of the pool system.
Here are a few easy upgrades you as the incandescent lights installed in Upgrading pool owners to an
should keep in mind at every pool visit: most older pools. And paving the way automated system allows them (and you)
for greater creativity in pool design, to enjoy anytime, anywhere management
ENERGY-SAVING POOL PUMP nicheless lights are smaller, making it of up to 32 individual pool and spa
Pool pumps can be one of the most possible to light more architectural or functions from their mobile device using
expensive appliances to run, but many natural pool formations as well as water the iAquaLink® app. With a simple
older pools are not yet taking advantage of features. Jandy’s Nicheless LED Lights touch, they can control heating, lights,
energy-efficient variable-speed pumps. The with HydroCool™ technology, are the filtration, sanitation, and more — from
best bet for cost-saving operation, variable- smallest lights on the market at 4.5” (6 a smartphone, tablet or computer. So
speed pumps allow users to run their pumps watt) and 5.5” (12 and 24 watt), providing next time they want to warm up the
at different speeds throughout the day, enhanced design flexibility with two temperature, flip on the water features,
preventing electricity costs from stacking up. compact sizes, nine vibrant colors, two start the spa, or turn on the lighting, they
For pool owners who use their pool year- white color temperatures — Daylight or can conveniently do so.
round, or who live in areas where electricity Warm White —and five color-changing
is expensive, a variable-speed pump can be light shows. Featuring advanced, state-of- BACKYARD ENHANCEMENTS
an especially worthwhile investment and the-art technology the Hydrocool lights are As interest in home improvements
most will experience savings so great, the designed to run cooler and last longer —so continues to be a focus, homeowners are
pump will actually pay for itself and then pool owners can enjoy evening swims long looking for ways they can expand their
some in just a couple of years. All Jandy® into the future. living spaces outdoors to enjoy with
variable-speed pool pumps are ENERGY their friends and family.... even once the
STAR certified, providing homeowners with AUTOMATED POOL CONTROL temperatures begin to drop. An easy way to
the potential to save up to $1,000 per year. Whether it’s convenient control from a extend the use of outdoor patios or dining
With savings like this, pool owners can not smart device or with just the sound of setups in the cooler seasons is by adding
only enjoy their pools, they can enjoy a few their voice, home owners are easily able to fire features. But typical patio heaters can
more pursuits as well. turn on their TV without lifting a finger, have an overly industrial look that does not
turn off electronics while they’re out and match the aesthetic of a residence. Instead,
HEATING WITHOUT HIGH COSTS about, even unlock doors when they’re give homeowners the warmth they want
New heating technologies allow pool owners not home. So why not give them the with the elegant ambiance to complement
to extend their swimming seasons without power to control their pool the same way. their style. Grand Effects® fire bowls
the high expense. Heat pumps and energy- Adding automation to an older pool gives and fire pits can be customized to match
efficient pool heaters are easy to add to pool owners peace of mind that the pool the look and feel of their backyard and
existing pool pads. While heat pumps take a pump is not running when it shouldn’t are a great way to add some luxury while
natural approach — transferring heat from be, or that the heater isn’t contributing to increasing the year-round use of their
the air in to pool water, advanced heaters like costly energy bills when they’re away. Plus, outdoor spaces.
the JXi™ with VersaFlo help cut costs by the cool convenience of being able to get But why stop at fire. It’s easy to add
allowing water to bypass the heat exchanger the spa ready just in time for when they the tranquil sound of rushing water to any
when heat is not needed, thereby saving walk in the door after a long day is reason pool now with freestanding waterfalls that
energy by creating a shorter, less restrictive enough to retrofit outdated pools with the attach to the deck and require no walls
path for the water to flow through. latest in pool automation. or rocks to cascade down from. Grand
For those who think automation Effect’s freestanding waterfalls allow you
LIGHTING THE FUTURE also comes with a hefty price tag, you transform a basic pool into a modern,
Incandescent lighting, while effective, is can let your customers know that’s not feature-rich pool your customers will enjoy
not the most efficient form of lighting a necessarily the case. Jandy® offers a range for years’ to come. n
14 | The IPSSAN JANUARY 2022ALANSMITHPOOLS.COM
714-613-4996
No surprise callbacks!
KEEP SERVICE CALLS
ON SCHEDULE.
Call your local distributor today.
LEARN MORE
Instant FROG® keeps pools crystal clean between visits.
Uses 50% less chlorine* | Protects for 6 months
*Compared to the minimum EPA recommended chlorine level of 1.0 ppm for a stabilized swimming pool. ©2021 KingTechnology Inc.
IPSSA.COM | 15Health Inspections: Is Your Pool Ready?
By The Aquatic Council, LLC
OPERATING A POOL? Your next your county. Not sure where to
visit from your county health start? Your state code and aquatic
department may be just around standards from the CDC can be
the corner. No need to panic. found on The Aquatic Council’s
Your health inspector is on website at aquaticcouncil.com
your side. You share a common under “Pool News”.
goal – safer swimming for your
members and guests. With that CLEAN UP YOUR ACT
in mind, now is a great time to Clean pump rooms, locker
strengthen your relationship with rooms, storage areas and pool
the health department. Here’s decks are safer – both for your
how you can start. patrons, and for your team.
Make sure you’re putting your
GET ON THE SAME TEAM best foot forward during by run your own mock inspection. PROMPT REPORTING
You and your health inspector thoroughly cleaning these areas Pull a previous inspection report Keeping your health inspector
are working towards common in advance of inspections. and schedule time with your informed includes consistent
goals. Your relationship should Schedule team members for team to self-audit per official and timely reporting of your
reflect that. Make sure you cleaning work over the next health department standards. daily chemical checks. As you
connect with your health few weeks. Be sure to properly complete required chemical
department regularly. Find out dispose of any chemicals that BE QUICK TO CALL reports make sure you are
who your inspector is and let you’re not using. Pools are busy places and an open, promptly sharing the results
them know you appreciate their transparent relationship with your with your health department.
efforts. Your health inspector is GATHER YOUR CERTS HD is in your best interest. Make Scan your reports weekly
an integral part of your success. If your health department checks sure they’re up to date on all and send them in via email
on certifications for lifeguards, poolside incidents and accidents, to cut reporting time. Not
ASK THE EXPERT pool operators or other aquatic especially those that might impact only will you be keeping your
Sanitarians are well-trained personnel, make sure you’re public health. Be quick to self- inspector up to date, you’ll be
professionals, and they’ve seen gathering this information and identify when things aren’t going digitally timestamping your
a lot of pools. They know the storing it for easy access upon according to plan. Your health official documents. If your
successes and failures of other time of inspection. department will appreciate your pool chemistry ever comes
aquatic operators working transparency and may be able to into question, you’ll be able to
in your area. They know the INSPECT, REPLENISH, REPLACE offer prudent advice during the show the consistency in which
challenges and intricacies Give consideration to the simple most challenging portions of your you maintain and test your
associated with your specific pool equipment upgrades that will swim seasons. chemicals. n
code. Utilize that expertise. Their make your next
advice is invaluable and will help health inspection
you reduce your own personal a breeze. Upgrade Back office admin work keeping you up at
risk and liability poolside. your chlorinator, night? Sleep like a baby, with LOU®
replace your test
CHECK IN PROACTIVELY kit and stock your LOU is cloud business software built to streamline
your business, and help you catch those zzz's.
If it’s been awhile since you’ve safety equipment
connected with your HD official, now. Budgeting for Retail / Point of Sale
shoot them a quick email. Make prudent upgrades Service - Recurring, Repairs
sure you know what documents, will show your Work Orders
Inventory - 100% real-time visibility
certifications, safety plans, water health department
across all stock sites
samples and/or fees they require you’re committed
Routing & Scheduling
in order to issue your yearly to a safer aquatic
All Cloud - No Servers
permits. A quick call or email facility.
can ensure you’re on track. LOU was built on feedback and best practices from over 500 pool & hot tub dealers.
SELF-INSPECT 24 x 7 online support center - Unlimited phone & email support
Live in 30 Days
DO YOUR HOMEWORK Ready to ace your Seasonal licensing saves you money in the off-season.
Don’t go into inspections blind. next inspection?
Make sure you’re up to date on Put your pool to www.evosus.com/lou 360-735-9510 x1
© 2022 Evosus, Inc. All Rights Reserved.
the latest codes and standards in the test. It’s easy to
16 | The IPSSAN JANUARY 202210 Customer Service entire company,” said Zappos’ identify what service attributes
Tips That Build
founder Tony Hsieh. are most important to your
Train and educate your customers and how your service
Loyalty… and Sales
employees on your preferred is changing over time to meet
service experience so they can those needs.
see the bigger picture on how
By Nicole Wisniewski this helps the company overall. 6. STAY IN TOUCH
Then give them some authority You want your customers to
SURE, ENTICING MARKETING and motivation speaker. and freedom to decide when keep you in mind long after
pieces with crisp, clear Pool, spa and hot tub they need to go the extra mile your last interaction. This
images and strong calls-to- professionals can build their to satisfy customers. requires regularly following
action, along with great sales customer loyalty with these 10 up with them. Consistent
pitches, can bring customers recommended service strategies. 4. SEEK EMPLOYEE FEEDBACK newsletters, updates and
in the door. Those are first Employees on the front lines customer appreciation emails
impressions; we all know about 1. KNOW YOUR CUSTOMER of customer service are best are some examples of how you
the importance of those. Never Today’s customers expect you at identifying roadblocks can do this. Staying in touch
take them for granted. to know them. Microsoft’s to providing better service. also positions your company as
But last impressions are recent study on the “State of Regularly ask them for their one that is easy to reach if your
what keep customers loyal. Global Customer Service” says thoughts and ideas on their customers need you.
While a first impression may 72 percent of consumers expect customer experiences and if Also, don’t ignore social
set the tone, every follow-up service providers to “know they have what they need to media. A Nielson survey says
impression ensures customers who they are, what they have effectively service customers. 50 percent of customers use
come back for more. purchased and have insights into Maybe excessive paperwork, social media channels to raise
And customer allegiance their previous engagements.” lack of information, scheduling their customer service concerns.
is your ultimate goal because Use software to segment challenges or other simple fixes And they expect swift responses.
research says it costs five times as customer personas and service are preventing your company You may not think it’s worth it,
much to attract new customers solutions and preferences and from standing out in the but Bain & Co. research says
than it does to keep existing to keep the information handy service department. Addressing customers who engage with
ones. In fact, loyal customers are so your service professionals can these issues can not only boost companies over social media
worth up to 10 times as much as proactively provide better support. your service, but also motivate spend 20 percent to 40 percent
their first purchase, White House your front-line employees more money with them.
Office of Consumer Affairs 2. GET PERSONAL because you’re hearing and
reports. Not bad when you’re It’s OK to build rapport addressing their ideas. 7. RESPOND TO CUSTOMER
looking at your sales goals for the and relationships with INQUIRIES AND COMPLAINTS
year. Think of it this way: Just a your customers. In fact, 5. TRACK CHANGES IN It takes 12 positive experiences
5 percent increase in customer ContactPoint says employees CUSTOMER SERVICE AND to make up for one unresolved
retention can lead to a 25 percent only ask for customers’ names EXPECTATIONS negative experience, says
to 100 percent increase in profits 21 percent of the time. Stand Conduct an initial customer the book “Understanding
for your business, according to out by being personal and satisfaction survey to give you Customers.” So, it’s much
“The Loyalty Effect.” asking for and remembering a baseline to which to measure easier to just respond promptly
A superior service their names. Making your future service. Then, regularly to customer service inquiries
experience is what builds this customers feel like people conduct these surveys to Continued on page 21
customer loyalty. PwC research is a small
says a whopping 80 percent of investment
Americans list friendly service in building
as one of the most important lifetime loyalty
elements of a positive … and the
customer experience. word-of-mouth
You want to stand out referrals that
from your competitors so your come with it.
customers are never tempted
to seek a cheaper price or 3. EMPOWER
alternative service. Really, the YOUR
ultimate definition of loyalty EMPLOYEES
is “when people are willing to “Customer
turn down a better product service should
or service to continue doing not be a
business with you,” says Simon department. It
Sinek, popular business author should be an
18 | The IPSSAN JANUARY 2022Give Your Customers Premium Options
By Steve Barnes
YOU ONLY GET ONE CHANCE who promote unseen quality
to build a quality pool in any and performance know they
one location. Start the project are doing the buyer (and any
off right by offering beauty, subsequent property owners) a
lasting value, and top-tier huge favor in the process.
performance.
Purchasing a new pool or ALERT CUSTOMERS TO THE
undergoing a major renovation DIFFERENCE BETWEEN
can be a stressful process for “PRICE” AND THE “COST OF
many homeowners. This is OWNERSHIP”
especially true in a covid-world Everyone enjoys nice vehicles
struck by supply chain issues with the latest bells and
and product shortages. The whistles, but we also care VGBA drain covers. Under OFFER POOL OWNERS A CHOICE!
first-time pool owner forums about the cost of ownership. U.S. Federal Law, there are two The look and feel of a drain
are flooded with consumers Certainly, skyrocketing types of drains: “blockable” and cover may not be top-of-mind
desperately seeking help to fuel prices have everyone’s “unblockable.” The differences during the building process,
quickly make design choices, attention, making vehicle fuel are profound on many levels, but it should be! Such a small
so they do not lose their place economy a key buying factor including safety, performance, detail can make a major
in line with the builder. This when it comes to purchasing enjoyment, and beauty. difference in the overall look
is where Sales Professionals a new vehicle. Likewise, eager Yes, enjoyment too. There and feel of a pool or custom
can help by including quality pool buyers would more often is nothing enjoyable about spa. Sales Professionals are
features in their initial design than not choose modern, tripping over drain covers already taking the time to show
offerings. high-efficiency systems and sticking up from the floor of tile and finish samples during
These may be booming equipment IF they knew these a spa, much less the floor of the planning process, so why
times for pool builders, options were available and a sport pool. Blockable drains not include drain cover options
which is great, but it is understood the value they only pass the VGB Act’s safety in this same discussion? Giving
also reminiscent of the mid bring to the table. testing when they stick up homeowners a choice during
2000s, when sales processes There is no better example from the pool surface, often up the building or renovation
slid backwards in many cases of “out of sight and out of to two inches. “Unblockable” process will lead to happier
from “Sales Professionals” to mind” than the cost impact drains pass the same tests while customers in the end! n
disinterested “Order Takers” of PVC piping. Smaller pipe installed flat and flush mount,
perpetuating a product quality is cheaper to buy, but it is totally eliminating tripping and
ABOUT THE AUTHOR
race to the bottom. The results much more expensive to own. stubbed toe problems. Steve Barnes is the Director
can be embarrassing as poor- Why? Because it is harder to Unblockable drains can be of Science and Compliance
quality designs result in terrible push water through small pipe, flat because they are too large for AquaStar Pool Products.
He is the Co-Chairman of
circulation systems that are requiring much higher pump in at least one direction to be PHTA Technical Committee, is
difficult to maintain, and too speeds to do the same job. As fully blocked during the safety Chairman of ANSI/APSP/ICC-16
often look like something we all know, variable speed testing. These drains come 2017 the Federal VGB Pool & Spa
Safety Act drain cover standard
designed in the 1990s or even pumps are here to stay. Using in three basic styles: 32” x 4” writing committee, and past
earlier. larger pipe size with high- channel drains, 20” circles, and Chairman of the ANSI/APSP/
Pool contractors install efficiency filters (that have low 18” x 36” rectangles which ICC-15 Standard for Residential
Swimming Pool Energy
what was sold and it is worth head loss) are key to reducing are typically used in public Efficiency. A voting member on
stating again “you only get the cost of ownership by pool settings because of their the ICC Swimming Pool and Spa
one chance to build a pool 50-75% as compared to single remarkably high flow ratings. Code Committee and all versions
ANSI/APSP/ICC-7 Standard for
in any one location.” This speed pumps and smaller pipe. A modern design feature of Suction Entrapment Avoidance.
is a seller’s market and there While pumps and filters can unblockable drains is that Steve has 38 years of experience
is no better time to make be replaced, pipe is permanent. only one is required to comply in the pool industry, dating
back to 1984 where he began
the most of each project’s For a visual demonstration of with the VGB Act and all as a hydraulics research and
design, both in profitability this point, you can visit the modern building codes. While development lab technician,
and quality. Embrace the AquaStar YouTube channel unblockable drains are larger moving into lab management,
new product development
pool buyer’s style choices and watch the video called by design, they take up less and risk management. Steve’s
while making sure the “base- “AquaStar Hydraulics Demo.” space than dual drains that career focus is on helping
model” pool is well-equipped Another one-time, must be at least 3 feet apart or pool contractors make pool
ownership more enjoyable and
and ready to stand the test permanent decision is the scattered around pool and spa cost effective.
of time. Sales Professionals look and performance of your walls.
20 | The IPSSAN MAY 202110 Customer Service Tips
Continued from page 18
and complaints than it is to in one hour or less. While for a better service experience, And when you can offer
ignore them. that might be hard to master American Express reveals. that extra something special—a
Remember to use all for many companies, set a To salvage customers, always small discount, a free gift, a
the tools at your disposal response time, communicate it begin with, “I’m really sorry this special educational brochure
to interact with customers. openly and then stick to it. For happened,” and then follow that or tip, a thank-you for their
According to American Express instance, state 24- to 48-hour up with, “I’m going to do my business, etc.—do it. These little
research, customers prefer to response times up front and best to fix this for you.” things can give your brand that
resolve their service issues using then make a commitment to By apologizing, you recognition as a company that
these tools (from highest to meeting that promise. While validate the customer’s cares about its customers.
lowest preference): this doesn’t meet consumers’ problem, taking ownership Remember, 59 percent of
• Phone (90%) general growing demands, and expressing empathy. You’re customers will walk away from
• Face-to-face (75%) by clearly communicating showing your customers you a business after several bad
• Company website or email when you’ll respond and care about their concerns. experiences, but 17 percent will
(67%) meeting those expectations, turn their backs on a company
• Online chat (47%) your customers will be more 10. BE POSITIVE after only one, the PwC study
• Text message (22%) understanding and responsive. Words like “can’t” and “won’t” are uncovers. Perfect your customer
• Social networking site (22%) negative. Negativity is especially service to not only drive
9. OFFER SINCERE APOLOGIES tough in today’s business climate. customer loyalty, but sales as
8. DON’T MAKE YOUR Despite whether a customer Focus on being more positive. well. As Walmart founder Sam
CUSTOMERS WAIT service issue is your fault or Even if the answer is, “no,” Walton said: “There is only one
The more a customer waits not, deferring responsibility or explore other language that boss: the customer. And he can
when they are upset, the more refusing blame is not something reflects a more positive approach. fire everybody in the company
frustrated they get. A Toister your customers want to hear. For instance: “While we’re still from the chairman on down
study says customers now expect Three in five of them would exploring those possibilities, here’s simply by spending his money
responses to their inquiries try a new brand or company what we can do for you.” somewhere else.” n
IPSSA.COM | 21You can also read
