In our training course, we discuss how the customer is going to tell you their story of the leak, but it’s always changing. A husband, a wife, a pool service guy and whomever else you talk about the pool with all have different stories about the pool, the leak and the way it needs to be repaired. Knowing when to walk away for a job is also part of running a professional leak detection company.
Take in 50% of the information and throw the rest out of your head. You’ll hear how water has dropped five inches, keep that in mind, but just know that their pool is losing water, regardless of their measurements. They might mention repairs having been done, keep it in mind, but when they tell you repairs we’re on the sprinkler system … the idea is, don’t focus on what they tell you, focus on the factual data you discover during the leak detection. You can get caught up chasing your tail if you follow every piece of information a customer introduces. Unless that customer is a professional pool builder and can verify where they made an error and they just want you to back it up – know that only your results will ultimately explain the water loss and areas in need of repair.
Still, when you do meet your customers, there are other factors that make walking away from a job a reality. The first one is that the customer has logs, charts and spreadsheets on the water loss; a month of observations and a printed workbook of correlation between day one, today and every day in between. This isn’t a customer you want, and the job you perform will never be good enough. It’s likely they’ll be over your shoulder, trying to inject their personal opinion into your work every step of the way and it simply won’t be comfortable. They don’t want your results, they want you to back up what their results are, even if they aren’t telling the whole story. You’re there to find the truth about the leak, not to confirm their misunderstandings of why the pool is losing water. Walk away.