Time to Complete lesson: 10 mins

Pristine Water Systems is renowned for superior service, and unique product application. A “tank clean” isn’t just a tank clean when it is Pristine Water Systems doing the job!

Over many years, PWS has developed systems and methodologies to clean a range of rainwater tanks, and to provide solutions to customers with various water supply problems. With our extensive knowledge of industry products and solutions, we pride ourselves as being at the forefront of the industry.

Your customers’ expect nothing but the best. What they may not understand is the extensive process PWS goes through to ensure they have the highest quality of drinking water.

The operation of rainwater tank cleaning is more than just cleaning a tank. That is why we say “a tank clean isn’t just a tank clean, if done by Pristine Water Systems”.

Your operational role as a PWS Franchise owner will adopt the following process:

Each of these steps will help develop a successful business, where you have the opportunity to build repeat customer service, growing your customer base and ultimately the value of your business.

2.1 Assessment (Inspection)

In many cases, this will be your first “face-to-face” meeting with the prospective customer. First impressions are ever lasting!

You need to be prepared.

Depending on how the customer lead was generated, you may already have an idea on what the customer wants you to assess. So make sure you have the right type of equipment ready to provide service straight away.

Most importantly, make sure you have the right quoting/sales material available.

The image that Pristine Water Systems portrays is that of a professional organisation that is friendly and there to help. Without the right preparation, you are not creating the ideal first impression.

Details on how to conduct an assessment are outlined in Module 5.

2.2 Quote

During the Assessment stage, you need to gather as much information as possible. That way, you can provide a realistic quote.

You don’t want to undercut yourself by charging too little. But at the same time, overcharging on the quote could lead to losing the job.

PWSA has developed an efficient and effective method on how to quote for all the various jobs and services you will conduct. This includes a standardized model for pricing, inclusions for variations, and special “one-off” jobs.

One aspect of quoting is being aware of what competitors in your region might be charging. This doesn’t mean you would charge the same (higher or lower), but knowing that there is someone in your region charging differently will allow you to formulate a clear rebuttal that allows you to save face and possibly win the customer over. For details on “Overcoming Objections”, refer to Module 5.0, section 5.5.

Module 5, Section 5.0 details how to produce and present a quote to the customer.

2.3 Ordering

Product Ordering is a task that will become a regular occurrence as you build your business. In essence, the more products you are ordering, the more jobs you are winning!

The PWSA warehouse is completely set-up to provide quick delivery of products to your region. For some operators, however, the delivery time to their location may take a couple of days. The cost of freight is also a factor, and so bulk ordering of products is a common practice amongst franchisees. Hence, it is extremely important for you to plan ahead when it comes to your product order.

Your region may have common specific needs, and a common practice is to stock sufficient inventory of products frequently sold/used.

Later in this Module we outline the methods and practices for product ordering. The online process is defined in Module 2, Section 4.3, while in section 4.0 of this Module, we discuss Planning and Preparation for product ordering.

2.4 Clean/Supply-Assembly

This is the stage when an actual Tank Clean and/or filtration/sterilization assembly-supply occurs.

Tank Cleaning and Filtration supply & servicing is the backbone of your business. And while it is the core of what you do, a successful business is much more than just its product and services.

In time, tank cleaning and filtration servicing will become second nature. The more you can become effective in the other stages of managing your business, the more successful your business will become.

Following is a quick brief on the core services you will undertake. Detailed instructions follow later in this Module.

2.4.1 Rainwater Tank Cleaning

Merely cleaning a rainwater tank doesn’t provide the holistic solution for the task at hand. Yes, we can clean the tank, but by providing additional services the client will enjoy a higher quality of water and a more enjoyable service from you.

Rainwater tanks will only stay clean for so long. Ideally, your goal is to build a relationship with the customer and provide a regular clean and service to their water supply system.

With great service and a product that works, it is far easier to develop repeat business than it is to find new customers year in and year out

2.4.2 Water Filtration Services

Providing water filtration services can be an additional service, or it might be a direct service. With many variations and solutions available, this is a tailored product that can help build a list of clients that required regular servicing.

There are various water filtration services that we can provide:

Whole of House
UV
Undersink
Above sink
Bore/Dam/Spear
Mobile: Caravan/Mobile Home/Marine

For properties not connected to a reticulated water mains system, they are a great opportunity to provide both a rainwater tank cleaning service, and an upsell to a filtration system.

2.4.3 Maintenance and Services

All of our products and services provide the opportunity for repeat maintenance and servicing. This offers you the opportunity to build a client database where you don’t need to find new customers year in year out, and add value to your business.

Using modern technology, you will be able to communicate automatically to the customers, advising when their annual services are due, and when regional issues arise. By collecting the right client data early on, you are building a relationship where the customer considers you to be their first point of contact for maintenance and servicing.

Providing your customer with more than just a “tank clean” is an opportunity to build a business that has a customer base with repeat business, trusted service, and as the “go to” person in times when their water supply has an issue.

Your goal is to build your business through; establishing yourself as the solution to their water supply problems; in building trust; and with superior service and products.

2.5 Invoice / Database

Having completed the task/s of Tank Cleaning and/or Filtration-Sterilization servicing, it’s time to get paid!

Staying on top of your invoicing, and timely follow up on delayed payments is an absolute necessity for any business. By establishing a set routine early, and conditioning your customers to ‘your rules’ with regards to payment, you will effectively manage your business.

At Pristine Water Systems, Australia, we have developed the PODAC management system to assist operators in keeping track of their customers, what services they used in the past, and a geographical mapping system to help in grouping jobs in the same area.

These tools are only effective if you keep your client database up to date!

The success of your business relies on Sales. Creating a loyal customer base who trust you and need you is the most effective method in creating sales. Hence, it is extremely important to ensure you take the time to update your database so you can keep track of your clients and provide the level of service they have come to expect.

Details on how to update PODAC are available in Module 2, Section 4.4.

Invoicing is outlined in Module 5, Section 6.0

2.6 Ongoing Service & Maintenance

The most successful franchisees have identified the fact that ongoing business is cheaper to acquire compared to new sales, and that filtration-sterilization servicing is an “add-on” that is very profitable.

Once a client has received their first service, they now view you as the “water expert”. All things being equal and you have provided the “Pristine” level of service that we pride ourselves on, the client trusts you and will call on you whenever there is an issue with their water supply.

The key is not to rely on the customer contacting you. Business is generated when you are actively on the front foot. That is why we have developed the “Scheduling” and “Mapping” areas of PODAC.

Nurturing your client database might take practice for some, but it will become the most effective tool you have in generating sales.

Details on how to Service/Maintain the various PWS products are outlined later in this Module.

2.7 Product Trial's (On Request)

PWSA is at the forefront of the Water Industry, adopting new practices as soon as the industry governing bodies have proven they are safe, effective, and reliable.

As an industry leader, we pride ourselves in providing the absolute best product and service to our customers.

From time to time, Franchisee’s come across alternative products. These might be new to the industry, cheaper than the authorised PWS products on offer, or simply something you may not have come across previously.

To ensure we maintain a high standard of product and service, products not on the authorised product list are not to be used with customers, either as a trial or in full service.

“Franchisees are required to obtain authorisation from the Franchisor prior to trialling new products that are not obtained from the Franchisor (Authorised Goods). Requests are to be made in writing to the Technical Director, with full details of the item requested.”

If you have a product you would like to trial, the first action should be to contact our technical team at the Head Office. Chances are that this product will be known to the team, and/or has already been trialled.

Next, after discussions with the team, if you would still like to trial a product, you will need to complete the PWS Franchise Product Trial Request Form. This is available in PODAC under Documents > Operations.

2.0 The PWS Process

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Module 1 - The Franchise System

Module 2 - Administration and PODAC/ITF

Module 3 - Technical Information and OH&S

1.0 Background of the Water Industry

2.0 Australian Drinking Water Guidelines (ADWG) Introduction

3.0 Common Water Borne Diseases

4.0 Chemicals and Substances found in Water

5.0 Pristine Water Systems Chemicals and Treatments

6.0 Water Testing/Analysis & Results

7.0 Industry Certifications

8.0 Safe Work Australia / Workplace Health & Safety / Occupational Health & Safety

9.0 Filtration & Ultraviolet Products

10.0 Types of Tanks

11.0 Other PWS Products & Equipment

12.0 Glossary of Terms

Module 3 - Appendix

Module 3 Quiz

Module 4 - Operations - Standards

1.0 Introduction

2.0 The PWS Process

3.0 Planning your Work Schedule

4.0 Planning Product Ordering

5.0 Water Testing

6.0 AqueousPro™ 50 Water Sanitiser

7.0 Water Tank Cleaning

8.0 Filtration / Sterilisation Supply (Assembly)

9.0 Ongoing Service and Maintenance

10.0 PWS Standards

11.0 AqueousAir™ Assembly & Installation Instructions

Module 4 - Appendix

Module 4 Quiz

Module 5 - Sales, Marketing, Quoting & Invoicing

1.0 Introduction

2.0 Advertising & Marketing

3.0 Selling PWS / Selling Yourself

4.0 Assessments & Quoting

5.0 Invoicing

Module 5 Appendix

Module 5 Quiz

Module 6 - Equipment Maintenance

1.0 Introduction

2.0 Vehicle Maintenance

3.0 Equipment Maintenance

Module 6 Quiz

In-Field Quick Reference Guide Content