customer relations
When you target the high-end custom pool market, you have to be prepared to work with clients who like to change things along the way. It can be a real challenge because it causes delays, re-engineering and sometimes removing work you've just installed. More than anything, you have to remain patient, constantly listening and explaining the ramifications of changing things to the client. It helps when you have a good rapport from the start. All of that was true and then some for the project pictured here. It's located in an upscale neighborhood in Sherman Oaks, Calif. The property is about a third of an acre on a relatively flat corner lot completely surrounded by tall fichus hedges for privacy.
The conclusion of the pond installation process offers moments to create lasting client impressions. As Dave Garton points in this final entry in his series on client relations, it's a critical juncture where all of the physical work and management of expectations come together.
Last month, we discussed the importance of creating excitement and anticipation during the early stages of a pond project. One of my favorite techniques I described is taking clients to a rock yard where we celebrate the process selecting stone material. As I mentioned, getting them revved up in the early going is vastly important, and most of the time it's relatively easy because there's a natural excitement that occurs at the outset of most projects. Things can get much tougher on the mood-management front once the work gets started. We all know that installing a body of water almost always leads to
‘Although my business now focuses on design and consulting,’ declared Brian Van Bower near the top of his Aqua Culture column of June 2003, ‘I spent enough years as a contractor to be able to evaluate what goes on between contractor and clients.’ ‘In fact,’ he added, ‘in my role as designer, clients often turn to me with comments about their contractors – and they’re not shy about complaining or in telling me about what makes them happy. And it works the other way, too, because contractors, knowing that I have experience as a contractor myself, will often turn to me as someone who can
Ten years ago, Bruce Zaretsky began his “On the Level” column with a question: ‘Have you ever turned down a client who really wanted to work with you and you alone? ‘It’s a hard thing to do,’ he wrote, ‘which is why most of us have found ourselves at one time or another saying “yes” despite the fact that we believe something the clients want simply cannot be done or, more important, that we’ve developed serious doubts about them. Just at that point where we really need to sit them down and tell them to go
Among all of the creatures who haunt the dreams of watershapers, I can’t think of any worse than gophers — especially when those gophers collude with clients who also happen to be attorneys. Not long ago, I had the lovely experience of being abused by both — first on the job site by the small, fur-bearing rodents, then in court by
By Mike Farley One of the greatest contrasts I’ve found between watershapers from the pool and spa industry and watershapers with backgrounds in landscape architecture is the way representatives of the two groups handle their portfolios. Landscape architects are taught that
We’ve been conditioned in the United States to think that the only safe water is water that has been sanitized by powerful chemicals and/or devices using ozone or ultraviolet light. In fact, it seems that our industry has promulgated a doctrine that we need to
I’ve spent some time in the past couple months looking for a good book about trust. I ran into some clunkers along the way, with many of them impressing me with how boring and preachy they could be. But I never had
Among contractors, it’s not unusual to find those who don’t think much of their counterparts in other trades. That seems a bit sad, really, but there’s a reason for it: All too often, you run into situations in which
