“From the outset Rod’s communication skills via email, SMS and phone calls was prompt and outstanding. During the process of cleaning my very dirty pool Rod advised me of what…
Caringbah
Congratulations to Brendan & Kat Moelands from Jim’s Pool Care Victoria Point (Brisbane).
What an exciting SPASA Awards season we have had winning the SA Best Mobile Service Business and now Brisbane based Brendan and Kat Moelands with Best Infield Service Technician Award in QLD. The team congratulates them for all their hard work and we spent some time to ask them how they did it and how they grew such an amazing pool business in only a few years with Jim’s Pool Care.
We asked Brendan and Kat what does it take to grow an award winning business?
We worked extremely hard, followed the systems/training, did additional local area marketing on a regular basis, offered incentives to new customers to try our great personalised services, and provided the best service we could to every pool customer we came across. We would often spend extra time or even help pool owners out with advice at no charge as we know we are building long term business in our area. Customers really appreciate this
How did you learn about the pool industry, water balance and equipment on offer?
Upon starting his Jim’s Pool Care business, Brendan completed a 4 week hands on practical training out in the field, with SPASA Integrated Training Log Book, with his local mentor and fellow franchisees. This covered all things pool related on site and back at base. Then we attended supplier workshops and additional one on one training. We also completed an online and face to face pool school over the first 4-6 weeks which covered everything from water chemistry, OH&S, equipment troubleshooting to customer service and sales. During his first twelve months Brendan participated in Business Coaching Workshops and Seminars with successful coach Tony Meredith, to help build and grow his new business. During winter, Brendan enrolled into the National Certificate 3 Course for Pool Water Chemistry and Safety which will round off his skill set.
Any additional Training that helped you grow your amazing business?
We took on board additional training and learning to ensure we would be the best pool service business we could be. We attended all supplier training and team meetings each year (approx. 8-10) and we network with other franchisees. We were willing to travel early on to chase extra work and that paid off as within our first 12 months or so we had approximately 100 good quality regular customers, with many coming from word of mouth and referrals.
What approach do you take to customer service and is that important in growing a business fast?
Brendan is professional and focuses on being honest and helpful with his advice and servicing. He takes pride in all the work he does and the service he provides each and every one of his clients. We pride ourselves in our Customer Lead time – return phone calls/ leads being within a few minutes. We believe that by getting back to the client in such a short time helps us to win the job. We are always available via phone and text for customer support, including weekends and accommodating to the needs of our clients, and providing ongoing support even when not on-site.