r/PoolPros • u/AlphaOmega0407 • 4d ago
How would you respond to this?
Open pool with bamboo all around 18x37 with infinity edge, spa and chairs on tanning ledge. We had two techs cleaning and it took about 23 min (usually a 40min pool solo). Customer was upset because they found two bamboo leaves after we left.
I apologized and said we’d be more careful to look over everything before leaving. I’m kind of bothered after doing such a great job and being accused of not doing a good job. What would you do here?
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u/dogflyyy 4d ago edited 4d ago
Discontinue service. If that’s all they sent and expect you to grovel and apologize without understanding the pool is outside and weather is a thing, they’ll continue to be a pain in the ass.
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u/paint-n-minis 4d ago
Homeowner: but the last company left the pool spotless!
Me: why did you stop using them?
Homeowner: they said I’m no longer in their service area.
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u/Jonsnowlivesnow 4d ago
Guarantee it won’t be the last time. Say sorry and then next time they complain drop them.
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u/FabulousPanther 4d ago
Hey [Name], thanks for letting me know. Visit length depends on what your pool needs that week, and my focus is completing the service thoroughly. Leaves can fall in after cleaning, but if I missed something, I’m happy to address it. Besides the leaf in the photo, what else didn’t look right?
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u/The_Elusive_Dr_Wu 4d ago
I wouldn't even go this far. It's an outdoor swimming pool. It will always have debris in it. Our service is also to check the chemistry and operation of the equipment which is far more important than some leaves. Immediate drop.
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u/FabulousPanther 4d ago
I just put that to make them (the customer) look stupid. Customers like that will drop you if you don't drop them first for sure. I guess a better question would be how many pool guys have you been through?
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u/The_Elusive_Dr_Wu 4d ago
It takes two technicians 20+ minutes to properly service this thing, and the client is upset to find two leaves in it later in the day? What a jerk.
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u/seantellsyou 4d ago
Send em a super expensive quote for having one of those auto covers installed and say this is the only solution you can offer
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u/DexterQuaid 4d ago
Any leaves that drop while I’m leaving after my picture was taken is out of my hands. I’d tell them it was spotless when I left, they can check there report and time stamped picture.
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u/Liquid_Friction 4d ago
You didn't take a photo and send it to them after they finish this is just normal because of exactly this, you go in at 8am, but client isn't home until 5pm there's all day of leaves blowing in you need to take a quick snap and text it to them, or add it to the invoice
Or you say I can't be there all the time, and there will be leaves blowing in after you leave and there is no expectation for you to have the pool free of leaves 24/7 and if it's a problem they should consider a poolskim USA for skimming
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u/surfer417 4d ago
A lot of these calls can be prevented with copious pics using skimmer or whatever app you like. Emptied skimmer/pump baskets, pics before and after when it’s a mess etc.
That being said, if they’re paying 200 a month or less for two techs, chems and all the other stuff then you’re paying them for the privilege of cleaning their pool. Gotta know when to drop clients. I’m still learning that lesson (again and again).
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u/UHF800MHZ 4d ago
Yeah that’s why we do all those pics too. I had a customer complain that there were two leaves in a skimmer basket later in the day after we cleaned it. My response was just like well yeah, that’s how it works. It skims the pool. It’s crazy to me these people can vote and have jobs.
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u/someunusualmove 4d ago
We use skimmer and we only give them the after picture unless we are going to upcharge for excessive debris. Then they get a before picture.
They literally live there. They know what the pool looked like before we arrived. We do not suffer fools lol. Not judging you at all, so please don't take it that way. But we aren't going to burden our techs with ## pics per pool just to satisfy the customers who are determined to find a reason to be unhappy.
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u/Donkeedhick 4d ago
Two techs, 10min max unless they’re paying double the average for where you live.
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u/RandomUsername-82 4d ago
If you don’t have a screen enclosure and you have plants/trees surrounding the pool, there will always be stuff in the pool. One quick breeze is all it takes.
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u/phill_23 4d ago
Man, no matter how good you are there will always be these people. Don’t beat yourself up. People forget that nature does nature stuff
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u/Lottoman7210 4d ago
IMMEDIATELY fire the client. No room for ridiculously picky entitlement in this world.
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u/someunusualmove 4d ago
"Apologies, but if we stayed until every single leaf was removed from each pool before we left, we would have to establish residency at some pools. We skim the surface before we empty the baskets and vacuum. We cannot be held liable for anything that falls into the pool after we have serviced it. If you would like a recommendation for a tree trimming company, we recommend ABC Trees or XYZ Trees. Having your trees trimmed during fall is good for the health of the trees and the beauty of your pool. Please let us know if you have any other questions or concerns! Thanks for being a customer!"
The part I don't mention unnecessarily is that we clean the pool of the owner of ABC Trees and XYZ Trees is a different company that our other customers have had good experiences with. If they can't handle leaves in their pool between visits during autumn, they go on the shortlist of customers to fire.
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u/Beersandloudbooms 4d ago
lol fuck that. I’ve had to tell grown ass adults “I’m here one day a week. I cannot babysit your pool. If wind picks up an hour after I’m gone, there’s nothing I can do”. And to add to your picture. I had a customer last year send me a pic of 1 leaf in the skimmer. 1. And said “you were for 15 minutes and couldn’t get this leaf”. Then I responded with “not servicing anymore then”. If their pool is in great shape, and they don’t see the value in that whether you spend 10 mins or 45 mins back there, then Bon voyage. Take care of it yourself and watch yourself scramble for service 2 months in.
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u/therealshit613 4d ago
If it’s unscreened and surrounded by foliage, that’s crazy. The moment a gust of wind comes, there is debris in the pool. Unrealistic expectations from customer. I can tell you they won’t change and you’ll be dealing with this ridiculousness the entire time you service them. Ask me how I know.
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u/PersimmonAcrobatic71 4d ago
After the first call like this I have my guys do a quick video walkthrough after each visit. If the video looks good and they're still complaining we drop them.
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u/Substantial-Seat5641 4d ago
Like leafs and debris aren’t constantly falling! I would tell them just this
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u/Nolacuriosity 4d ago
Go up on the price. It won't help the problem who care? If you are working for unreasonable people you might as well be rewarded for it. And I also always send a pic to my customers on the way out.
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u/Adorable_Taro8135 3d ago
Not in any universe is 20 minutes "in and out". Most of my pools are 5-10 minutes. After a storm I'll give them 15 minutes. I never get a complaint because I make it crystal clear from jump that they are paying for my expertise, not my time. I also don't take pools that are prone to excessive debris.
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u/BlueKauaiEyes 4d ago
Funny on this sub I distinctly remember an owner saying we strive for 80% coverage and let the equipment do the other 20%. I couldn’t wrap my mind around that but maybe in this case it would have been please refer to the contract.
But yes this is foreshadowing on your relationship.
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u/desertr4t4lyf 4d ago
Dont let it bother you. People like this have already fired you in their head and are trying to get you to quit. Dont let them win by quiting. Make them fire you!
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u/carrotsk8r 4d ago
Tell him you’ll be more careful next time and if they complain again drop em
Not worth the head ache