Over the last two years, the pool industry has declined in leads and sales. With high inflation, customers are looking to save money on services around the house. Conversely, pool companies are looking for ways to increase sales with additional services. A standard idea many companies have tossed around is becoming a warranty station for one of the major manufacturers. This train of thought has always been considered a smart way to get into customers’ yards. While this has some truth behind it, there is still an etiquette that warranty station companies need to follow.
Read The Fine Print
Many manufacturers require pool firms to sign no solicitation of service agreements when becoming a warranty station. This includes not contacting end users with any mailers, door hangers, selling products, etc. It is essential that equipment installers and service companies feel comfortable with other companies going into their customers’ yards and not losing business.
Andrew Williams of Williams Pool Care commented. “Unfortunately, poaching customers is a growing trend in the industry and not necessarily due to a misunderstanding. If a warranty station is referred, the warranty company should not approach the customer about service/repairs. Even if a customer approaches them while on site.”
Deftly Handling Customer Requests
But what should someone do when a customer approaches them about service/repairs? An option could be telling the customer you are there to complete the warranty issue and for them to contact their pool service technician or installer. Another option would be asking who their current pool service company is if you don’t already know. Once they mention which service company they’re working with, you should begin by asking why they are looking for another company. Common responses that may come up are that they are happy with their service, but are shopping around for a better price, or they would like to have someone service their pool who is familiar with the equipment they have. In either of these situations, it is in your best interest to let the customer know you are there for the warranty but can speak with their current service provider about their concerns. You would be surprised how appreciative the pool service company can be in handling these situations.
“The best thing I could say about warranty service is that, ultimately, the installer and manufacturer of the product are your customers. Providing good and timely service in the yard puts the installer and manufacturer in a good light, which will help build and maintain your relationship with the people and companies that give you work. Saying bad things to the end user about the installer or manufacturer’s product will eventually get back to them and can jeopardize those relationships,” said Dominic Borelli of Borelli’s Pools, a top Jandy Warranty Station.
Being a Warranty Station is a Symbiotic Relationship
Without the installers and equipment manufacturers, the job opportunities offered to warranty stations would not be available. To be a successful warranty station, you must learn to communicate in two ways with the homeowners. First, once you have received the warranty claim information, contact the customer. Most manufacturers require that the homeowner be contacted within 48 hours. During this initial conversation with the homeowner, it is essential to let them know when you can come out and assess the issue, as well as let them know that you are there to warranty a defective product; if it is not a faulty product, there could be a service call fee. Some may respond defensively, but it is better to prepare them of that possibility than to tell them on the spot. If you find the issue is an installer error, you may want to contact the manufacturer’s technical rep and the installer before telling the end-user. They need to know what is happening so it can be solved with the best approach without throwing the installer or manufacturer under the bus.
After the warranty assessment has been completed and all information regarding the warranty claim has been relayed to the installer, then it’s best to have the homeowner call the installer so they can convey what was wrong, how it was fixed, or even what the plan will be moving forward. This approach will help eliminate misunderstandings between you, the homeowner, and the installer. We want everyone to have a positive warranty experience.
Craig Dennet of Dennett Pools in Roseville said, “You need to be communicative, prepared, and supportive of the company that is buying from the manufacturer and of the manufacturer. People with an issue with a new pool must remember they are excited about their pool, and we must keep that flow of energy going with it. You can’t be a Debbie Downer. No offense to Debbie.”
Understanding Your Role
Ultimately, becoming a warranty station for major manufacturers is a strategic move that can significantly benefit pool companies, but it demands adherence to a strict code of conduct. Honesty, integrity, and good communication are the cornerstones of this role. By respecting the obligations that all parties have to one another and maintaining professionalism throughout the process, companies can foster positive relationships with pool service professionals, installers, and homeowners.
One of the key aspects of being a successful warranty station is the ability to navigate the fine line between addressing warranty issues and respecting the existing service relationships. When approached by homeowners for additional services, warranty technicians should tactfully refer them back to their current service providers, unless explicitly authorized otherwise. This not only demonstrates respect for the existing service provider but also reinforces the warranty station’s commitment to ethical practices.
Remember, at the end of the day, the role of a warranty station is not merely about making repairs but about upholding the reputation of the manufacturers and fostering long-term relationships with installers. By delivering timely, professional service and maintaining open lines of communication, warranty stations can enhance their credibility and secure more business opportunities in the future.
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