LETTERS

August 2007
Dear Gina:

We wanted to drop you a letter to express our gratitude for service received at Rising Sun Pools and Spas.

Most recently, we have had the situation of our pool pump not working and the need for many additional pool supplies to maintain the quality of our pool system.

During this period of parts being ordered, questions being asked, suggestions of maintaining healthy water, we experienced superior service.  Such good service doesn’t happen every day.  We felt it important to pass our compliments on to you and your staff.

You might be interested to know, that Scott Hunter is very knowledgeable and wonderful at explaining how a pump works.  Kelly Poole was very helpful and professional in fitting us in the schedule for a field representative to visit our pool to install the new pump.  Brain (Field Representative) arrived and went directly to working on the pump.  He was polite and efficient with his time.

While in your main showroom, you offered assistance by writing down a plan and figuring the gallons of water in our pool for chlorine needs.

We have been working with Rising Sun Pools and Spas for over seven years.  The customer service and expertise is superb.

Thank you for such a good experience.  With service like yours, we look forward to returning.

Sincerely,

Judy and Richard Starritt

June 2, 2007
Dear Rising Sun:

We are all consumers and deal with different levels of service when we are going about our business, whether buying furniture, auto parts, or pool supplies.  The varying degree of customer care you experience runs the gamut; rarely do we “good” service and once in a few years will you see “great.”  But when you hear the term “World Class Customer Service,” we all consider it a cliché big corporations use in their mission statement, and rarely (if ever) live up to it.  It’s certainly not a phrase we would apply to a local, family-owned business.

Still that is just what my wife and I experienced from the employees we’ve come in contact with since our first trip to your Hillsborough location. The level of knowledge, the willingness to do what is right by the customer even if that means recommending buying something from the hardware store down the street or options that generate no revenue for Rising Sun; that is exactly what Scott did. While we did buy a new motor, it was after a lengthy discussion about our situation to make sure we were getting he right size and accessories.  Being the consummate “Do It Yourselfer,” I had trouble getting the DE system up and running, and while I hesitated to make the call, I remembered a comment Tara made, “Just give us a call if you want to know something about pools, we’ll tell you.”  So I called back and talked to Kelly fully expecting her to say, “We can’t diagnose that over the phone, you’ll have to schedule a technician.” To my pleasant surprise she was genuinely willing to help, going and finding the answer then she made sure I knew her name and asked that I call back if that didn’t fix it.

Let’s face it, at time we all have high (and even unrealistic) expectations and none of us like it when the solution requires incurring unplanned cost. But to the degree that product knowledge, listening to the customer, and a genuine willingness to care can offset that possibility, or at least provide peace-of-mind that you are spending your money wisely; Rising Sun has apparently achieved a culture that does just that.

So “World Class Customer Service” is the only words that fit this home grown, North Carolina organization and this team of caring professionals.

Thanks for all your help,

Scott Williams
Fuquay Varina, NC

Dear Tara,

Just a note of thanks to you and Mike for your on-going support and commitment to resolving my pool liner problem. When the new pool liner became discolored after the initial application of chemicals, I became concerned that I would be left with a new, but permanently discolored pool liner. My concern increased after the chemical company refused to accept responsibility, but at the same time I felt reassured by your stated commitment that you would replace the liner one way other the other. You and Mike followed though on your commitment when the replacement liner was installed last week.

I have been doing business with Rising Sun Pool for many years. I have always been very satisfied with service, support and products that you deliver (and I might add at a fair price.) In the past years I had the pleasure of knowing your Dad. I have a feeling that, as founder of Rising Sun Pools, he would be very proud of his children and how they are carrying on in his tradition.

Again, Thank You.

Charles Guidotti
Cary , NC

To Rising Sun Pools,

My wife and I thank you for providing excellent service with our LA Spas hot tub. Your salesman was prompt, thorough and courteous and we especially appreciate his checking to see if the broken pump he replaced was still under warranty. The quality of the hot tub, your company's service and his technical expertise and friendliness remind us that we made the right decisions to purchase an LA Spas unit from Rising Sun Pools - not to mention that many pleasant hours we enjoy soaking in it.

Dale Chodorow

Dear Rising Sun Pools,

I was in your store the other day having water tested for my hot tub. The guys up front were most helpful in testing the water and solving my problem with an $8 bottle of chlorine - the chemical I forgot to add the last time I refilled the tub. Your guys could have sold me all sorts of chemicals and I would have paid for them with no questions. I appreciate the honest tips and quick economical solution for my hot tub. Most women get taken advantage of in a situation like this. I will definitely continue to purchase chemical and supplies from Rising Sun Pools.

Sandy Skibinski

Dear Hayward Sales:

I was looking for authorized Hayward pool dealers in my 27587 zip code area. First I contacted Master Pools on New Bern and was quoted a high price. Second I contacted San Juan pools and left a message a week ago. I am still waiting.

Last I went over to Leslies and the sales person was completely lost about your Goldline products. I was told they use Hayward systems and that he would call his boss and I should call back in a few days.

I called Rising Sun Pools and received all the information I wanted on an Aqua Rite purification system from a salesperson who was well versed on the product. Tomorrow I am going to Rising Sun Pools and I will purchase one.

Thank you,

Robert Cogliati
Wake Forest, NC