The Best Feeling Water

IT'S THE SERVICE STUPID!

 

When TMI first began to offer its Salt Pure® services to commercial facilities, the usual response to our introducing this new concept was ..

” You do what with salt..???”

It was a struggle in those days, not only to convince a very skeptical public about the merits of Salt Pure®, but mainly it was about responsibility. It seemed that once we had our system installed in a facility we then bore responsibility for about anything

that went wrong with the pool and its environment.

Let me give you an example:-

A pool builder who was completing an indoor commercial pool, who's owner had gone against this builder's advice and decided to install Salt Pure®, found that as soon as he had filled the pool up and activated the circulation system, a brown substance

began to shoot out from the return lines in the pool. At the time I was in Minneapolis and received a frantic call from the owner about this issue and the fact that it looked like it was going to stain the beautiful new plaster. I asked him what the builder had to say, the owner was quick to tell me that the builder was saying that this is what happens when Salt Pure® is used. When I asked where the bags of salt were I was told that they were still on a pallet by the side of the pool !!! The power of salt, able to

cause problems in the pool before it is even removed from the bags.

I have had a chuckle or two over this story in the past few years, but the relationship that it has to this articles title is that we at TMI have long been held to a higher standard than those commercial pool companies who deal in traditional sanitizers, and we learned early on that if we did not excel at customer service, Salt Pure® did not stand a chance.

Well here we are, almost 15 years later. As each year goes by we continue to grow our customer base steadily, and Salt Pure® is now recognized as a viable form of sanitation for commercial pools (in fact it is the fastest growing product in the residential pool industry). Even though TMI is no longer in the position that we have to be on the defensive for wild claims of “salt damage” we continue to stress the importance of proactive, knowledgeable and responsive customer support. We have been working with Salt Pure® longer than any other commercial pool company in the country, and reckon that we have compiled mounds of data on the function of these systems.

The one lesson that we continue to learn, and I borrow this from the political arena, is

“It's the service, stupid!”