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A New Dawn in B2B Customer Service

A New Dawn in B2B Customer Service

How Was Your Swim? 

Changing the Way Customer Service is Offered in B2B

Technology has not only significantly changed consumers expectations, it has also made it easier than ever for them to take their business elsewhere. B2B and B2C customers are no longer willing to call a 1-800 service number and wait for the next representative to help them; they now expect to engage with companies across every channel of service and any device—anytime, anywhere.

photo of a woman holding smiley face emoji in front of her face

It is with this in mind that Superior Pool, Spa & Leisure spent two years developing a forward-thinking and technologically advanced approach to the service it was offering to its B2B customers. The goal? Improve the service not only for its own customers (including hotels, fitness facilities and condos) but to the end user as well (i.e. condo residents, fitness centre members, and hotel guests).

“We aren’t just interested in our customer’s experience with us,” says Superior’s COO Mehdi Pahlavan. “We are concerned with how THEIR customer (including residents, hotel guests etc) are interacting with the facility”.

A Cloud Above All Other Service Companies

In 2018 the company launched the Superior Advantage, a fully customized Customer Service Cloud Platform specifically designed for pool maintenance and service and the first of its kind in the aquatics service industry. The cloud platform, which is included in all Superior maintenance contracts, allows customers to access pool records, book maintenance appointments and rate the quality of the service work at the touch of a button, anytime and anywhere. It also lets them voice any concerns right from the same place. The platform has led to the resolution of all service issues from 5 days to just 1 day, way ahead of industry standards.

Now Superior has launched the next phase of its customer service initiative: ‘How Was Your Swim?’. In 2019 Superior will install signs in 200 high-end swimming pools in the Greater Toronto Area. The purpose? To gain specific and tangible feedback on user experience. “This new initiative is all about the impact on the end user,” says Pahlavan. “After 45 years, the time has come to offer them a stake in their happiness and enjoyment at the pool.”

graphic showing Superior Pool's How Was Your Swim feedback questionnaire

How it Works:

Upon leaving the pool changing room, swimmers are invited to connect to myswim.in. Once there, they are asked to input the property’s 5-digit location ID (each property has its own number as indicated on the sign), followed by a simple question: Please rate your overall satisfaction of your swim in the pool or in the hot tub.

Users can then choose Highly Satisfied, Satisfied, Neither Satisfied nor Dissatisfied, Dissatisfied, or Highly Dissatisfied, followed by a request for feedback.

The kind of feedback could include: The water looked cloudy, the pool was too cold, there was hair in the water, or other swimmers weren’t adhering to safety rules.

Once they have submitted their responses, the information is immediately sent to the facility’s account where the data is compiled and a report is available when management logs-in to its Superior’s Cloud Platform.

Photo of a man swimming in a pool

Big Benefits for Customers AND End Users

The advantage to Superior customers? Facilities get instant, first-hand feedback from its end users. Facility management also gets compiled data and recommendations allowing them to adjust operations and/or make repairs as needed. Once a concern has been logged, the facility can make a service request directly with Superior without ever having to log-out of the cloud account.

And what is the advantage to end users? It allows for quick resolutions to any and all problems. For example, if a concern is reported on a weekend facility management is alerted immediately. Once Superior has been notified they can, with the help of any on-site staff, resolve the issue before the user returns to swim on Monday. Ultimately this leads to less disruption as well as a safer, cleaner and more positive experience for the end user.

“This is the technology Superior has developed over the past 24 months,” says Pahlavan. “We want to take our service to the next level and offer both customers and end users the absolute best, cleanest, safest and most enjoyable swim experience out there.”

So what’s next in customer service now that Superior has set the bar high? The company has plans to continuously improve and will be unrolling new, even better initiatives in the coming months and years.  

“The way customer service is being offered in the B2B arena has changed and shifted from the days when people made verbal comments and complaints or filled out a card,” says Pahlavan. “This is the future of how customer service is being offered and Superior is at the forefront of this movement.”

Bacteria 101

Bacteria 101

Contaminated recreational water can cause a variety of ailments and diseases, such as diarrhea, skin, ear and upper respiratory infections. The main culprit? Bacteria!

Photo of hot tub rash

WHERE DOES BACTERIA COME FROM?

Bacteria is everywhere! It can be found in soil, rock, oceans, lakes and even arctic snow. Some live in other organisms including plants, animals, and humans. In fact, there are approximately 10 times as many bacterial cells as human cells, and most are found in the digestive system.

Not all bacteria is bad! It plays an important role in the cycling of nutrients. While some types cause food spoilage and crop damage, others are incredibly useful in the production of fermented foods such as yogurt and soy sauce. However in a swimming pool, germs from other swimmers and unsafe water supplies can easily contaminate water, especially if it isn’t properly disinfected.

Bacteria exist in the biofilms and scum that forms inside the swimming pool pipes surrounding interior and exterior surface and filtration systems. These germs can easily contaminate pool water. Regardless of the disinfectant levels!

The contaminated recreational water can then cause a variety of ailments and diseases, such as diarrhea, skin, ear and upper respiratory infections.

HOW DOES BACTERIA SPREAD?

When conditions are favourable, such as the right temperature and nutrients are available, bacteria such as E. coli (Escherichia coli) divides every 20 minutes. This means that one bacterium can generate up to 2,097,152 bacteria in just 7 hours. After one more hour, the number of bacteria will have risen to a colossal 16,777,216! When these pathogenic microbes invade our bodies, we can quickly become ill.

HOW CAN BACTERIA BE CONTROLLED?

In order to protect bathers, it’s crucial that pool water be routinely tested!

To help our customers keep their water clean and safe, Superior provides microbial testing on a regular or on-demand basis.

Superior’s Microbial Water Testing Service uses strict guidelines set by Public Health Ontario Laboratory (PHOL). Public Swimming Pool regulations are established by Public Health Ontario (PHO) and are a subsection of a larger health and safety act.

These drinking water regulations dictate the safety guidelines for bacteria culture count in the surrounding areas of public swimming pools which also includes drinking water regulations under Ontario Drinking Water Quality Standards (O. Reg 169/03).

HOW DOES POOL WATER TESTING WORK?

STEP 1: A Superior technician retrieves swimming pool water samples using special bottles barcoded and labelled to each specific site.

STEP 2: Each vile is then mixed with a particular preservative (depending on the test being carried out).

Bacteria testing includes:

  • Campylobacter jejuni
  • Coliforms
  • Escherichia coli (e.coli)
  • Heterotrophic Plate count
  • Legionella species
  • Pseudomonas aeruginosa
  • Salmonella species
  • Staphylococcus aureus

STEP 3: Results are typically ready within 5-7 business days. Superior will share the results with you, then provide feedback and recommendations. All customers have access to their reports on a Cloud Platform account, so they can access them anytime and anywhere.

Be proactive and eliminate the possibilities of illness among the users of the facility! Sign up for our Microbial Testing Package today, for safety and peace of mind.

Superior Microbial Testing Package:  $800 (Includes 4 Separate Tests Conducted Annually)

Telephone: (416) 665-0410
Toll Free: 1 (800) 881-1625


How Was Your Swim? 2019 Customer Experience Initiative

How Was Your Swim? 2019 Customer Experience Initiative

image of How Was Your Swim sign

Our New Customer Voice Initiative is a Game Changer

 

Superior Pool, Spa & Leisure Ltd. has launched a new customer voice initiative that ups the game in customer service.

In January 2019, Superior will be placing signs in over 200 high-valued pool facilities asking swimmers to rate their pool or whirlpool experience on the spot using their mobile devices.

All data collected in our How Was Your Swim? campaign will be compiled and shared directly with all our customers. The goal? To improve service and, ultimately, the end-user experience at each facility we maintain.

Once again, Superior is leading the pack when it comes to top-notch customer service.

In 2018 we reached a milestone through the integration of Net Promoter Score customer voice into each service area. We also launched the Superior Advantage, a fully customized Customer Service Cloud Platform specifically designed for pool maintenance and service.

The cloud platform, which is included in all Superior maintenance contracts, allows customers to access pool records, book maintenance appointments and rate the quality of the service work at the touch of a button, anytime and anywhere. It also lets them voice any concerns right in the same place. The platform has led to the resolution of all service issues from 5 days to just 1 day, way ahead of industry standards.

Superior is proud to be a leading force in pool and whirlpool maintenance and we look forward to continuing our trend-setting customer service initiatives throughout 2019!

Contact Superior Now To Book Your Next Service!

Telephone: (416) 665-0410
Toll Free: 1 (800) 881-1625

Acid Washing

WHAT IS ACID WASHING?

neglected_pool1

Acid washing strips away the outside layer of your pool while cleaning and disinfecting it at the same time. If your pool is looking murky and grubby, acid washing will restore it back to it’s original glory.

Why Acid Wash?

Over time, some pools will develop stains or discolouration on their surfaces. For instance, magnesium or copper stains can turn paint, grout and marbelite finish from white to blue, red or brown.

Sometimes these stains can’t be removed with scrubbing alone. Acid washing your pool’s surface will get rid of most stains, as well as any inorganic and organic particles clinging on the surface.

Pools with hard water or algae growth will especially see the benefit from acid washing. Acid washing can also be used to remove gritty white calcium deposits on pool tile! 

acid wash before and after

But, it’s important to understand that acid washing is not for every swimming pool!

Depending on your pool’s age or finish, acid washing may remove a very thin layer of surface. Pools that have thin, old paint or fibreglass should not be acid washed often, but rather repainted or re-gelled.

At Superior, our expert and highly-trained maintenance team can advise whether acid washing is right for YOUR pool.

Contact Superior Now To Book Your Next Acid Wash!

Telephone: (416) 665-0410
Toll Free: 1 (800) 881-1625

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CONTACT

4 Paget Road, Unit 7
Brampton, Ontario
Canada, L6T 5G3

Telephone. 416-665-0410
Toll Free. 1-800-881-1625
Fax. 416-665-6877

ASSOCIATIONS

Pool Hot Tub Council of Canada Hotel Engineering / Facility Manager's Association of Toronto Canadian Condominium Institute Greater Toronto Apartment Association Federation of Rental-housing Providers of Ontario Association of Pool & Spa Professionals The Association of Condominium Managers of Ontario