By Katherine Woodford McDilda

A rose tucked in the napkin, candy on the pillow, mints with the check, fruit in the foyer'somehow none of these customer service ideas fit the unglamorous job of winterizing your client's irrigation system and water garden. Yet, there are ways to subtly make your clients aware that they are receiving top of the line customer service for even the most unpretentious job.

It begins with the original installation. The contract should include the first winterization free of charge, but don't let this just "slide between the lines." Emphasize it with a statement such as: 'this contract includes one free winterization valued at $XX." People love it when they see in writing that they are receiving something free of charge.

Sometime around the middle of September, use your mailing list to start sending out letters to your clients reminding them that it's time to schedule their winterization. This letter should briefly explain all the benefits of having their system professionally winterized. If you really want to impress your clients, include a picture of what a frozen valve or pipe looks like after a hard winter; an almost guaranteed callback. The letter should include your fee, which will vary according to the size of the system, whether it's a residential or commercial hookup, city, lake, or river pump system. It should also include a cut-off time that is the latest date for your area of the country to shut a system down.

Will Katerberg, president of Grapids Irrigation in Michigan, recommends adding to the letter the option of scheduling their spring startup at the same time, thus saving time and a second mailing. He uses a self-addressed, stamped postcard for the client to mail back, indicating the services they want performed. Then Grapids calls the day before they plan to be at their client's to verify access to the water shut-off and controller. Other companies simply mail the letter and ask the client to call for an appointment.

When scheduling appointments, always allow some latitude for any problems that might crop up; tardiness is a no-no in any business. If you do find yourself running late, give your clients a courtesy call, letting him know you are on your way. Contractors have a bad rap for either showing up late or not at all. Be the one who is different; you will be remembered for it.

The technical aspects of winterization are rather basic, varying mildly from one job to the next. So why do irrigation manufacturers have special technical bulletins, both hard copies and on their Web sites, and why do trade magazines run articles every fall about winterization techniques"

Because sometimes the less technical, less interesting, more mundane service jobs become so run of the mill that occasionally very important steps become overlooked. And when you are the responsible party for your client's irrigation system weathering it through the winter without damage, you want to know that it is done properly. You want to rest assured that all the necessary steps are taken so that next spring when the system is brought back up, your company is not buying a new pump, sprinkler heads, or laying new pipe"at your expense.

Going over these basic steps with your crews each fall may feel like your are being redundant, but this redundancy may keep your ledger sheet free from the red ink.

Systems with PVC pipe have to be winterized. There has been a debate for years as to whether or not poly pipe requires it, but just to be on the safe side and to keep your client's systems in the best condition, go ahead and winterize them. Some systems have manual drain valves or automatic spring-loaded drain valves, but even with these, if not installed properly or perhaps if the ground has shifted over the years and they are no longer at the lowest spot, there is no guarantee that the pipes are thoroughly drained. The only way you know for sure, as a professional, is if you use air pressure to blow out the system.

When using an air compressor to blow out an irrigation system, you want to have low pressure with high volume, maintaining at 50psi and never exceeding 80psi. One of the reasons for this is if the air velocity is too great, it will create heat friction and can cause damage to the pipe and other components of the system.

A Hunter Industries" tech sheet warns that while recommending these instructions "based on observation and practices proven over time in the field, extreme caution must be used when injecting compressed air into an irrigation system'some manufacturers of pipe and other components do not warranty their products when they are subjected to compressed air and do not support this method of evacuating water."

Bill Gallagher, owner of Summer Rain Sprinkler Systems in Connecticut, says that a major mistake contractor's make is using too small of a compressor. "You have to have enough volume to push the water out."
Activate the furthest zone from the compressor and at the highest elevation, then gradually introduce the air into the system. It will take five or more minutes to blow out each zone. Work in sequence through all the zones. Afterward, to ensure that all the water is removed, go back and repeat the procedure for every zone.

"If I were writing a textbook," says Katerberg, "I would say repeat it two times, but if you know what you are doing, twice should be sufficient. Sometimes water will get into a pocket, and you have to know what you are doing." Gallagher has his crews blow the systems out three times in most cases. "It is my guarantee and I do not want to pay for it in the spring!"

There are occasions when a winterization appointment falls late in the season and 'there may be a possibility that ice has formed in the sprinkler nozzles. If the nozzles are frozen shut, it is possible the water will not be evacuated from that section of pipe. Therefore, if the temperature is or has been low, you should inspect the nozzles before proceeding," according to Hunter's tech bulletin.

Once you have completed these steps, it's time to drain the water source. Submersible pumps that have the check valve out in the lake have to be taken out. If they do not have a check valve below the ice line, you can leave them in. Katerberg says that his clients feel more comfortable if they just remove the pump from the water and reinstall it in the spring.

Jet pumps have a plug in the bottom that needs to be removed, allowing the pump housing to stay drained. Be sure to put the plug somewhere safe until next spring. Again, the ball valve on the intake line should be opened, draining this pipe, and the valve should be left at a half open/half closed position to prevent freezing. Unplug the power source to the pump to assure it is not accidentally turned on.

Backflow devices also have a plug that will need to be removed, allowing the device to drain. There will be a ball valve on the intake line, as on the pumps and the same procedure must be followed.

Some manufacturers recommend that the electronic controllers be left with the power on and the rain switch or station start switch in the off position to prevent condensation inside the controller that can cause corrosion and component failure.

As a final touch, Katerberg attaches marking tags on the shut-off valves that state "DO NOT TURN BACK ON – IRRIGATION HAS BEEN WINTERIZED BY ____________ ON __/__/__. The tags are conveniently fastened with a string right to the unit. Gallagher has the rubber handles of his valves imprinted for Irrigation Use and with his company's name, indicating to the homeowner not to bother them. As Katerberg leaves, he places a card in the door letting the client know that the winterization is complete.

The technical information is basic knowledge that every professional contractor practices, but should refresh with his crew every year. The customer service information can be adapted to each company's needs.

The green industry is a service-oriented business; you are selling yourself, your reputation, and your name every time you put your signature on a contract. So, the mints with the check and the rose on the pillow may sound silly when associated with the irrigation business, but your client notices the little extras and when it comes to service, the little extras go a long way towards building a good name for your company.

(October 2000 Irrigation & Green Industry)