Setbacks, Permit Requirements, Barrier Requirements

I think it's most efficient if everybody contributed what they know about different jurisdictions each of us are most familiar with.

Surprise
I'm most familiar with Surprise, and Surprise is pretty easy. Three foot setback from property line to water, enclosed fence at least 4' high, self closer on the gate swinging out, padlock on any RV gate.

The nice thing about Surprise is they allow the $17.50 pool alarms, which are only available from Home Depot. Lowes doesn't carry the alarms.

Phoenix
The other contribution I can make is Phoenix. Phoenix requires self-closer on the sliding door. One weird thing around A/C units is they require 30" clearance. For example, the filter can't be nearer than 30". Also, Phoenix is very strict about having a heater no closer than 4' to the property line.

Sales Meeting August 20th at Deer Valley

Meeting at 11 AM

Crazy Pools - Crazy Requests

Every single customer comes through the door with crazy ideas. Almost none have owned a pool before. All of our customers start our misinformed.

What we sell to the majority of customers is a pool that will work for them, and that they can afford.

Whenever somebody comes in with things out of the ordinary, ask them why they want it. Just agree with them, okay, I'll find that out for you.

Get a measure, do up a drawing of a Balboa. Most of the time, they forget about the crazy stuff and never bring it up again, because the pool you drew-up for them fits their budget and their needs.

If you need a price on a grotto, tables, stools, etc., first provide a drawing you've already done-up, should be a Balboa, and pricing. Then Eric or I will work on pricing something out for you if the customer conintues to insist on something crazy after you've presented the Balboa to them, saying, "This is what I think would fit great in your backyard, and that's the price."

Change Orders

Per state law, all change orders are due with the next payment.

For example, if a person adds deck even before the dig, the change order is payable at the time the excavation payment is due.

Flowchart of Normal Sales Process

I hope the simple diagram helps.

Our normal sales process starts with providing the customer a presentation in the store. The whole system is designed to build rapport.

If a person calls in, modify this process. On the phone take charge by asking questions. Don't give a price on the phone. Ask about the access, ask about the electric runs, ask where the customer wants the pool equipment, ask what size pool would fit in the yard, just keep asking questions. NO COMPETITOR will provide a price under normal circumstances, they definitely won't do it on the phone.

On phone call, you'd measure the yard, then do a modified presentation with the Avalon and Balboa sheets in the customer's house.

A critical point, get started on the drawing right away. When you leave them from the measure, tell them you'll get working on it, it might be a few days. Tell them if they don't hear from you within two days, to give a call. But in reality, get back to the office and get working on the drawing right away.

Call the customer right away and say, I've got a rough drawing ready for you. Tell them it's ready if they want to just swing by and pick it up, it'll be in the office. Be in the office when they pick it up. You want at least the opportunity to ask what the customer thinks. But this is the time to sign them up. This is why it's important to be in the office even if you're not scheduled for floortime.

Customers are excited when you first talk to them about the swimming pool, but if it takes too long, they can lose interest. Keep the enthusiasm up by moving the process along quickly.

Error or Omission Acknowledgement

First of all, don't make mistakes. The only person on the jobsite before we get started is the salesperson. If you mismeasure an access, miss a pre-grade of gravel, sod or worse (like a built-in BBQ). There's nobody else to check it and save you from the mistake.

If there is a mistake, fill-out the ERROR OR OMISSION ACKNOWLEDGEMENT, according to the directions of the superintendent, or from me.

If the customer is paying for the difference, or any of the difference, indicate that and deduct it from the full amount of the mistake.

Any remaining balance will be applied against your bank of $850. If that is exhausted, it'll be deducted against your pay.

Also, note the $850 bank is not applicable in cases of resignation, or if somebody is terminated before the end of 90 days of employment.

Deck Changes

If a customer wants to change a deck after the deck has been formed, or tries to change the deck as it is being poured, there is an immediate pull-off.

There will be a $500 pull-off charge, and the $250 change order fee, and the salesperson must produce a new plan with the new deck design. It is at minimum a two week delay on the pool.

It's important, as you're signing-up customers to make sure they understand any changes will slow the build and are expensive.

Let them know in particular, deck changes are expensive. I'd tell them stories, like can you believe we had this one customer started moving forms during the night before the crew showed-up to pour the deck. Tell them the whole crew had to pull-off, it was a $500 charge for the pull-off and it delayed the pool for a month.

Super, super important you tell them that any changes grinds everything to a halt.

Giving out Crew Phone Numbers

Kent brought it to my attention that somebody gave out an electrician's phone number for a pre-site on a customer's property.

One, don't give out crew phone numbers. They're too busy trying to get pools finished to have contact with customers.

Customers have construction superintendent's numbers, and are entitled to that. If a customer doesn't have it, provide them with his/her super's number.

Our crews get paid each time they make a trip out to a property. If there is a pre-site for some special circumstance, get a construction superintendent involved.

Every salesperson should know the super for the area. I'd recommend frequent bribery.

Weekend Construction and Warranty Calls

If you get caught on a call related to construction schedule or warranty, calmly explain that all the administrative staff responsible and all construction crews are off on the weekends.

Offer to take a message and have somebody call them on Monday.

You may leave a message at the warehouse at (602) 971-8481, but definitely have the sales assistant follow-up with a phone call to the appropriate party on Monday.

If there are any customers with complaints, Kirsten should be alerted as the customer advocate. She is reachable at Scottsdale, at (480) 941-8481.

Triple-mini Digs

If there is any question that a dig might be a triple-mini, have it pre-sited.

I don't want any salesperson on the hook for $2000 on a customer's dig. I'm not that generous with my mother at Christmas, I don't think any of you want to buy your customer's dig for them.

If you have access that measures 55-56", produce a pool drawing, make an accurate map, and fax it to Tom Nichols for a pre-site as a possible triple-mini dig. The fax number is (602) 996-0986.

There are a number of things that even though it measures larger than 54", that can make a dig a triple-mini. For example if there is a concrete slab for a service door from a garage. Also, if there is a slope to the side yard from the house to the wall.

It's really easy to forget about angles of entry and gas meters or water meters as well. The Bobcats are longer than they are wide, so even if there is adequate width, the Bobcat might be too long to clear the entryway.

Sales Pay

Every Monday, before pay day Shannon is faxing a copy of the dig report. On the dig report is the customer dug, and she lists the corresponding salesperson.

If there are any discrepancies, it must be reported immediately to Shannon, Kim, or me.

By Wednesday, Kim has already in most cases processed the entire payroll.