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Leak Detection Helps Build Customer Loyalty.

Posted by Emile Stinchcombe on January 11, 2010 at 9:37am in Business Growth, Expansion, and Current Opportunit
Aside from the additional income leak detection and repair can offer, it also keeps your customers from straying. The more services they can find under one roof the better. A leaking pool has a way of sending a homeowner into a panic. Be the guy that solves that problem and you have a customer for life. This does not mean you have to wear yet another hat. Find a leak detection company in your area to partner with so you can contract the work out and still make a few dollars. Eighty percent of my work comes from other pool companies. If you cannot find a leak company in your area you can trust, then you can look at doing it yourself.

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  • Emile Stinchcombe January 17, 2010 at 7:36am
    Hi Luke, your 100% right you need to be careful who you use for leak detection. That’s why I started teaching it to pool service companies. I think it is very important to learn what is involved even if you ultimately sub this out. That way you know the process and will quickly learn if the company you’re using is qualified. As for wanting to charge more for a Pebble Tech pool right of the bat I do not agree, however If it is determined the leak is in the shell that’s a different story. I have gone cross-eyed locating leaks in pebble pools and it is more common than you may think. My policy on charges is and always will be this; if I go out on a job and can’t find the leak I do not charge, plain and simple. Why should someone make money if they did not solve the problem? Luke Norris said:
    Be careful which leak detection company you go with. I've had hit or miss with leak detection companies over my career in the business. Finally I found one company that charges a fair price. I've had companies charge extra just because the pool is pebble-tec. How crazy is that? Just because the client has a higher end pool finish, they feel like they could rape them more??

    I've had other companies who couldn't find the leak and still charged me a arm and a leg. So bottom line, do your homework before you call a company out. Like the bucket test or just simple 24 hour water loss pump on and off. That will get your rate lower the the detection company. And last but not least. Always pay the leak detection company directly. Have everything go through your company. That way you can mark it up and still make a profit when all you did was provide the customer with a quality pre-screened leak detection company. You do all the leg work, scheduling, meeting the company there, and presenting the findings and repair cost to the client. If you can do the repair yourself... more money in your pocket.

    Luke
  • ALLEN HUNZEKER January 17, 2010 at 12:32am
    SORRY ABOUT THE DOUBLE ENTRY, CAN'T FIQUIRE HOW TO DELETE CAUSE ITS LATE AND IM TIRED JUST WANTED TO ADD IF YOU TALK TO YOUR LAWYER ASK HIM WHAT DEEP POCKET MEANS IN TERMS OF SUIT LITIGATION

    Luke Norris said:
    Be careful which leak detection company you go with. I've had hit or miss with leak detection companies over my career in the business. Finally I found one company that charges a fair price. I've had companies charge extra just because the pool is pebble-tec. How crazy is that? Just because the client has a higher end pool finish, they feel like they could rape them more??

    I've had other companies who couldn't find the leak and still charged me a arm and a leg. So bottom line, do your homework before you call a company out. Like the bucket test or just simple 24 hour water loss pump on and off. That will get your rate lower the the detection company. And last but not least. Always pay the leak detection company directly. Have everything go through your company. That way you can mark it up and still make a profit when all you did was provide the customer with a quality pre-screened leak detection company. You do all the leg work, scheduling, meeting the company there, and presenting the findings and repair cost to the client. If you can do the repair yourself... more money in your pocket.

    Luke
  • ALLEN HUNZEKER January 16, 2010 at 11:46pm
    ALLEN HUNZEKER said:
    yep. "it happens". some of these cowboys up in nashville,tn.area charge to show up and then have a per patch (onabovegrounds) charge. funny, i ain't seen them around lately,,, heads up everyone if you sub 'em you pay thier workmans comp ,,please consult your insurance guys and your lawyer.I am at your service,ALLEN p.s. don't underestimate the customers ability to not follow instructions. had a customer,, fixed aleak for him(smart fellow, a well to do medical doctor) i set up a bucket test for him and gave him the full briefing. next day i called him and he said" well the skimmer in the deep end lost 3/8", the skimmer in in the shallow end only lost a1/4" " i asked how that related to the bucket and he said" oh, i took the bucket out of the pool." i just smiled and told him i'd take care of it for him

    Luke Norris said:
    Be careful which leak detection company you go with. I've had hit or miss with leak detection companies over my career in the business. Finally I found one company that charges a fair price. I've had companies charge extra just because the pool is pebble-tec. How crazy is that? Just because the client has a higher end pool finish, they feel like they could rape them more??

    I've had other companies who couldn't find the leak and still charged me a arm and a leg. So bottom line, do your homework before you call a company out. Like the bucket test or just simple 24 hour water loss pump on and off. That will get your rate lower the the detection company. And last but not least. Always pay the leak detection company directly. Have everything go through your company. That way you can mark it up and still make a profit when all you did was provide the customer with a quality pre-screened leak detection company. You do all the leg work, scheduling, meeting the company there, and presenting the findings and repair cost to the client. If you can do the repair yourself... more money in your pocket.

    Luke
  • ALLEN HUNZEKER January 16, 2010 at 11:22pm
    yep. "it happens". some of these cowboys up in nashville,tn.area charge to show up and then have a per patch (onabovegrounds) charge. funny, i ain't seen them around lately,,, heads up everyone if you sub 'em you pay thier workmans comp ,,please consult your insurance guys and your lawyer.I am at your service,ALLEN

    Luke Norris said:
    Be careful which leak detection company you go with. I've had hit or miss with leak detection companies over my career in the business. Finally I found one company that charges a fair price. I've had companies charge extra just because the pool is pebble-tec. How crazy is that? Just because the client has a higher end pool finish, they feel like they could rape them more??

    I've had other companies who couldn't find the leak and still charged me a arm and a leg. So bottom line, do your homework before you call a company out. Like the bucket test or just simple 24 hour water loss pump on and off. That will get your rate lower the the detection company. And last but not least. Always pay the leak detection company directly. Have everything go through your company. That way you can mark it up and still make a profit when all you did was provide the customer with a quality pre-screened leak detection company. You do all the leg work, scheduling, meeting the company there, and presenting the findings and repair cost to the client. If you can do the repair yourself... more money in your pocket.

    Luke
  • ALLEN HUNZEKER January 16, 2010 at 8:42pm
    ANOTHER SCENARIO,,,, GOT A CALL FROM COMPANY I FIX LEAKS FOR THE OTHER DAY ,,, THEY HAD PUT A LINER IN A .POOL LAST YEAR. I HAD BEEN OUT THERE LAST SUMMER TO FIX A SMALL LINER HOLE FOR POOL OWNER.THE OWNER OF COMPANY AND I WENT TOGETHER TO DO A PRESSURE TEST AND AN ACOUSTIC TEST. DIDN'T TAKE LONG TO FIND THAT JOINT AT BOTTOM OF SKIMMER WAS LEAKING. THE COMPANY OWNER TOLD ME THAT HE HAD REPLACED THE LINER PROBONO TO SATISFY THE GOOD CUSTOMER. I COULD HAVE CRYED,, ______THEN COMPANY OWNER ATE MY FEE!!!!. WHAT A GUY ,HUH? POINT IS A LEAK GUY CAN COVER YOUR BACK IN WAYS THAT DON'T OCCUR TO FOLKS UNTIL THEY CROSS THAT BRIDGE.
    MY UNSOLISITED ADVICE? LEAK GUYS,,,FIND ONE AND KEEP 'EM. CAN BE A POTENT WEAPON IN COMPLAINT ARSENAL., AND THE WATER WAR CONTINUES,,,,

    ALLEN HUNZEKER said:
    Here's a scenario..... customer has a leak after having co."a" install a liner last year. They call"a" and complain. "a" calls me . I arrive and find the cleaner has been on 24/7 and liner has white tracks abraded in it . I can then fix the leak and explain how to set up a timer and often sell a installation or timer/cleaner repair for "a". It's a win,win,win.

    Emile Stinchcombe said:
    Hi Allen, Very good points. I am always on the jobsite talking up the company that sent me out.

    ALLEN HUNZEKER said:
    I agreed . Most pool companies that I deal with are delighted to have a one call resolve the leak company at their disposal.
    This allows them to provide a specialized service to their existing customers .And can be very convienent to address those occasional in house problems. I often find myself in the role of a liason between companies and customers. There is also an advantage to have an "expert witness" equiped with logs.reports and photos should the need arise.
  • ALLEN HUNZEKER January 12, 2010 at 8:22pm
    I always try to establish a reasonable expectation with my customers. Often by the time I am called in the pool owner just wants the problem to go away.
    I,as much as they will allow ,try to communicate that"here's what we need to do but we may also have to.....". I also inform them that there will be additional expense.
    One of my pat phrases is "I feel that it is in my care of duty to provide you with enough information to make an informed decision." Doing that reassures them and lets me off the hook in case it gets ugly.
    As to the two leaks one line isn't that part of it?
  • Emile Stinchcombe January 12, 2010 at 4:11pm
    Scott, I have heard of several companies that have used that approach. The problem I have found with it is once you locate a broken line you have to fix the first leak before you can tell if you have a second leak on the same line. In Michigan and all the cold climate states it is very common to have multiple leaks on the same line. So what you end up with is multiple trips with two different crews back and forth to the same job. That can make the customer wonder if they hired the right crew! Better to make one trip in my opinion. Testing and locating breaks is the easy part. Fixing them is much harder.

    Scott Heusser said:
    I often use our local leak detection company to first locate a leak and almost as important, to provide third-party verification that all the leaks are repaired.
  • Scott Heusser January 12, 2010 at 8:49am
    I often use our local leak detection company to first locate a leak and almost as important, to provide third-party verification that all the leaks are repaired.
  • ALLEN HUNZEKER January 11, 2010 at 10:34am
    Here's a scenario..... customer has a leak after having co."a" install a liner last year. They call"a" and complain. "a" calls me . I arrive and find the cleaner has been on 24/7 and liner has white tracks abraded in it . I can then fix the leak and explain how to set up a timer and often sell a installation or timer/cleaner repair for "a". It's a win,win,win.

    Emile Stinchcombe said:
    Hi Allen, Very good points. I am always on the jobsite talking up the company that sent me out.

    ALLEN HUNZEKER said:
    I agreed . Most pool companies that I deal with are delighted to have a one call resolve the leak company at their disposal.
    This allows them to provide a specialized service to their existing customers .And can be very convienent to address those occasional in house problems. I often find myself in the role of a liason between companies and customers. There is also an advantage to have an "expert witness" equiped with logs.reports and photos should the need arise.
  • Emile Stinchcombe January 11, 2010 at 10:20am
    Hi Allen, Very good points. I am always on the jobsite talking up the company that sent me out.

    ALLEN HUNZEKER said:
    I agreed . Most pool companies that I deal with are delighted to have a one call resolve the leak company at their disposal.
    This allows them to provide a specialized service to their existing customers .And can be very convienent to address those occasional in house problems. I often find myself in the role of a liason between companies and customers. There is also an advantage to have an "expert witness" equiped with logs.reports and photos should the need arise.
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