The big install

   Independent garden centers pride themselves on customer service. And if there’s any category that puts this standard to the test, it’s water features. Delivering, installing and troubleshooting these products almost always require garden centers to go above and beyond the call of duty. Here’s how several retailers deal with what can be a tricky profit center.

The Great Outdoors
Austin, Texas
At The Great Outdoors, delivery and setup is billed at 1/3 the original retail price. (Subsequent discounts or markdowns don’t impact this charge.) At that price, the garden center’s crew will deliver, level and set up the fountain and be sure it’s running properly before they leave. The price also includes one free follow-up visit, should the customer run into any problems.

“Before the follow-up visit, we instruct the customer to fill the basin, turn off the pump, etc., so we can check for leaks and such,” said The Great Outdoor’s general manager, Merrideth Jiles.

DeWayne’s Home and Garden Showplace
Selma, N.C.
Fountains are big business at DeWayne’s, which is why the store has a detailed, thorough policy for delivery and setup. The store charges 20 percent of the retail price to deliver and set up a fountain within a 50-mile radius. Service calls are billed at $85 per hour, round-trip, which includes a visit from DeWayne’s in-store fountain technician and one assistant.

At the initial delivery and setup, the technician brings a carbon-copy sign-off sheet that includes a detailed checklist. The tech reviews the list with the customer, explaining the maintenance required for the fountain. The sheet also states that the pump has a 1-year warranty, but labor is not included. Other issues such as accidental pipe disconnection and filter clogging don’t fall under the warranty. (They require a service call.)

“At the very bottom, the customer signs off that the fountain has been delivered and is operating in satisfactory condition,” said Tina Lee, vice president and co-owner of DeWayne’s. “It also states that the customer understands we’ll be happy to assist them with future maintenance or problems, but they’ll be charged by the hour. Overall, this has worked well for us. There have been a few occasions where I’ve sent our guys out at no charge, especially if they call back within a few days with trouble.”

Rockledge Gardens
Rockledge, Fla.
Rockledge Gardens has partnered with a local fountain manufacturer. The company set up several fountain displays within the garden center. Customers can place an order after viewing the displays, and the manufacturer delivers the fountain and sets it up. All follow-up calls are also handled through the manufacturer. Rockledge Gardens doesn’t pay the wholesale cost of the fountain until it’s sold. The store collects payment from the customer, which includes labor, and then pays the manufacturer.

“It works well for all involved,” said store co-owner Teresa Riley. “The fountains add a great deal to our environment, and we still make money off of them. Our only responsibility is to keep them running and clean.”