Challenge #4: Today’s Pool Customer Expects Real-Time Updates. Are You Delivering?
Pool customers today aren’t just comparing you to other service companies—they’re comparing you to every modern, on-demand experience they’ve had. When Amazon can tell them exactly where a package is, and rideshare apps can show a driver’s ETA down to the minute, customers expect the same clarity and transparency from their pool service provider.
If your updates are slow, your bills are unclear, and your customers have no easy way to see their service history, you risk losing them to a competitor who communicates better.
How Poor Communication Hurts Your Business
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When customer communication breaks down, the problems go beyond frustration—they hit your bottom line. Common pain points include:
Even a few bad experiences can damage your reputation, making it harder to keep customers coming back every season and attract new ones. |
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Why “Good Enough” Communication Isn’t Enough
Many pool and spa companies still rely on phone calls or paper service slips to keep customers informed. While this may feel personal, it often results in delays, lost information, or missed messages. In today’s fast-paced world, customers expect communication to be instant, accurate, and easy to access—on their terms, not yours.
How PoolSmart Transforms the Customer Experience
With PoolSmart, you can give your customers the kind of service updates they’ve come to expect:
- Automatic Notifications: Appointment reminders, “on our way” alerts, and job completion updates sent straight to a customer’s phone or email.
- Digital Service Reports: Detailed summaries of the work done, including photos, notes, and chemical readings for easy reference.
- Service History Access: A self-service portal where customers can view past jobs, see recurring service schedules, and track their pool maintenance.
- Clear Digital Billing: Transparent invoices with itemized charges and an auto-pay option for faster payments.
Instead of chasing updates or wondering when you’ll arrive, customers know exactly what to expect and what happened when their pool was serviced.
The Payoff: Happier Customers & Better Retention
When you communicate clearly and consistently:
- Customers trust you more and feel valued.
- Billing disputes go down and payments come in faster.
- Service calls are smoother because customers know what to expect.
- Loyalty increases—customers are more likely to keep your services year after year and refer you to friends and neighbors.
Learn More about Accrete’s PoolSmart Solution or reach out for a demo!
What’s Next in the Series
This is Challenge #4 in our “5 Challenges Holding Back Pool & Spa Companies and How to Fix Them” series.
In our final article, we’ll tackle Challenge #5: No More Flying Blind: Track What Matters Most where we cover how analytics and AI will help drive better decision-making.
Check out our previous article: Challenge #3: Stop Bleeding Profit: The Case for Real-Time Job Costing