Smiling in the Rock Yard

Author’s note: In January as part of a previous article in this series, I briefly discussed the process of selecting stone material with clients. Here we’ll expand on that process with a look at why checking out rocks can be so much fun, and why it can be so important.

Smiling changes things, but what on earth does that have to do with building ponds, or any other type of watershape for that matter? That answer is simply everything! In fact, this simple truth about the power of smiling might just be the most practical idea that exists in the world of watershaping. I believe it’s right there with water is wet.

We all know that no one ever buys a watershape because they want to be unhappy. Every single one of my clients has always been interested in owning their own body of water precisely because they believe it will bring beauty, delight, tranquility, reflection and a small part of something natural into their lives. These are all things that make them smile, either internally or outwardly. Put another way, watershapes are all about making people happy and everything else is detail.

The problem is that there can be a lot of stress involved in the watershaping process, especially during the various installation phases. There’s the honeymoon period right at the start of the project where everything seems grand and sunny, but then much too often there’s all the chaos and then as it nears the end, tensions start to rise.

This is why establishing a positive working relationship from the start and even injecting some fun and levity into the process can be of almost immeasurable value. Managing negativity is entirely doable, so long as you are mindful of the need to keep the clients focused in a positive way.

ON THE ROCKS

There are a lot of different things you can do to keep the clients smiling throughout the process. It’s not going to work all the time with every client, but if you make a concerted effort and make the customers’ good mood a priority, you’ll be more successful than if you don’t think about it and simply let the emotional chips fall where they may.

In the case of building ponds, one of the first places I turn to are the rocks themselves. It’s pretty obvious that rocks are right there with plants and water as key visual elements. What most people know about rocks are that they’re hard and heavy. That overall ignorance about rocks spells opportunity when it comes to getting your clients excited. It’s all about shifting perspective and revealing something new and delightful.

Picking out rocks for their pond is a perfect opportunity to give the clients a new experience and create narratives that tie them emotionally to the project. They become part of the process, which is a powerful way to not only prompt valuable input and create a sense of attachment to the work, but also have some fun along the way.

I take these people who almost never have been to a rock yard or a quarry, have never given much thought to rocky aesthetics and then put them in a 10-acre yard where there surrounded by rocks from which they can choose. That alone is exciting for some people, probably deadly dull for others, but it’s what you say and how you guide them that makes the rock selection process enjoyable and hopefully fascinating.

I like to have both significant others show up together, preferably in the morning before other parts of their day intrude on their thoughts. I make sure I have their coffee order waiting for them and after our hellos I get started with my explanation of what we’re going to do. I explain that the rocks are going to be talking to them, knowing that might sound a bit strange to most people.

Sometimes I can tell they’re thinking, “Oh my god, we’re spending the morning with a guy who thinks rocks speak.” Most see the humor in it, but I’m also sending a message about seeing things differently. The big idea is that suddenly the way they see the world is just a little bigger now. I try to lead them through the exploration so that their eyes crack open and they begin to appreciate the nuance and infinite beauty of stone.

DOWN TO EARTH

Geology is a fascinating subject, nothing less than the ongoing storybook of the earth itself, and the rocks we encounter on the planet’s surface reveal those narratives, if you know what to look for. I share information about the stone type, it’s origin and why it looks the way it does. Pretty soon, and it happens almost every time, the clients get with the program and start enthusiastically identifying rocks they find interesting. I talk about how rocks that been exposed to the elements show signs of wear and oxidation, or lichen and moss.

I’m coaching my clients, sometimes even guiding them away from pieces I might know they can’t afford. But all the while, we’re exploring how different pieces might be used.

We talk about where we’ll need flat rocks for observation and how important it is to be able look down into the water. We consider the experience of walking across a big flat piece of stone to come within inches of the water and then looking down below the surface, or across the water, perhaps with the reflections of plants and rock formations. We talk about the pieces that can be used as focal points, or those that would be better in the background; and we talk about how the rocks will be used to create waterfalls.

Now, all of sudden they can see how their selections will become part of their lives and daily experience. In a sense, the rocks do start speaking to them as they begin to see the stone through a whole new set of perspectives. And all this time, we’re having fun, laughing and learning along the way.

When they make final selections and purchase some of the rocks we found together, oftentimes at considerable expense, they’re also coming away with a story to tell. Many of the rocks will always remind them of the day they learned to talk to the rocks and why they chose the pieces they did. That’s why I always make a point of taking the rocks they like the best and placing them prominently, so the clients will always be reminded that they were integral to the creative process and how much fun they had.

FUN FOR ALL

Not only does this process of discovery link the clients’ hearts and minds to the creative process, it also changes the flavor of your relationship. No longer are you just someone selling and installing a pond, you’re now an artistic collaborator and a trusted docent and resource.

I’m sure this very similar to what goes on in the swimming pool world. It’s exciting to buy a pool and you don’t want the clients to ever lose that sense of discovery, pride and happiness. Maybe you do it by going to a tile store, or how you describe the way the fire feature will look, or how you integrate their ideas about a shallow lounging area. The points of passion you can establish are virtually limitless. You just have to remember to lead them down those paths and to their own trailheads of fascination.

When you connect those dots for the clients, the entire process starts to feel like you playing in a really big messy and expensive sand box, but playing you are. Now, when something goes wrong, everyone involved is far more likely to keep it in perspective and not lose sight of your shared objective. In a very real way, the sense of purpose and enthusiasm that grows out this broader, narrative-driven perspective, has the power to make whatever the trouble is seem much smaller.

This is the power of curiosity, of engagement and of creating stories that will be the client indefinitely. And it’s fun to think it all begins with a smile in a rock yard.

Dave Garton, owner of Lawnchair Watershapes in Denver, is an expert pond and stream builder as well ass an in-demand business speaker and coach. He may be reached at [email protected].