
Hello again everyone,
Whew! Where do I start - you're a bunch of Hyenas and I'm raw meat.
First of all, thank you all for your passionate comments. Let me try to address them.
Dayleen,
I apologize if our staff didn't come out to say hello to you on your visit. I have forwarded your comments to our sales staff and we have a meeting scheduled to discuss it. Not making excuses, but our old site was 3 acres and our staff can't be everywhere at once. Our new place is smaller in acrege - and you have to pass through the store to get out to out displays. We'll have a better chance of seeing you.
Also, you mentioned Ultima II filters. We had those filters on some fish retail tanks about about 2 years ago. No those weren't koi ponds, they where tanks for retailing. We were not happy with that brand of filter - and we tried two other brands with unsatisfactory results also. This is what led us to develop our own Hydro Bead Vortex filters.
At that time, yes - most of the displays were of the same type - but they were all different in terms of the filters and flow rates. At that time we had displays featuring Aquascape, Savio, Easy Pro, and Pondsweep products - as well as proto types of our own line that we were testing. Also at that time we were not selling or installing koi pond products. Each pond was a rock and gravel pond - but if you'll remember - no two had the same size of filters or waterfalls.
The IPPCA forum is not a RWG "brown nose" forum anymore than this forum is. You are free to post your opinions their just as I'm allowed to post my opinions here. RWG is a paying sponser of the IPPCA because they are the best alternative in the market to Aquascape's forum. We'll probably sign up as a sponsor of this forum as well becuase we feel that supporting forums like these are good for the industry as a whole. We here at Russell Watergardens uses contractors all around the country to help us perfect our products - Aquascape doesn't let their Certified Contractors try other manufacturer's products - so we work with a lot of good contractors that are part of the IPPCA site. Once all of you get to know me a little better - we'll do the same thing here. We get our products in the hands of professionals to get their feedback on what we can do to improve our products.
We'll have a Grand Opening at our new store sometime in spring 2007 and I personally invite you to attend - and I promise I'll say "hello" to you. You will notice at the new store a much wider variety of pond styles as we prepare for our Franchise program.
As a retailer, we're only as good as we treat an unhappy customer. While we aim to always have the highest customer service, sometimes we drop the ball for some reason - though it is usually a result of too many customers and not enough employees. We make no excuses - and I promise that we will do what ever it takes to rectify any customer service errors.
Don,
I am not stating that we wish to put koi in a water gardens. I am not stating that a water garden or Hybrid pond is better than a koi pond. I am stating that koi can, and do live in all three. I clearly point out the differences. I agree with you that koi can - and do hurt themselves on rocks. I am not arguing with any of you. You are all so used to arguing with Aquascapers that you assume I am the same.
I am not saying anyone has to "compromise" on their favorite type of pond. I am saying that not all customers are the same - some want something different. So insted of getting in their face and telling them how wrong they are - we educate them on what they are getting and what to expect.
The problems, as I see them, with both the koi and water garden industries is that they're both way too stubborn. A rabbid landscaper-slash-pond-builder-with-a-pond-kit-catalog yells at you that "You ALWAYS have to have rocks & gravel in the pond!" - you people yell right back: "You should NEVER have rocks & gravel in the pond!" Neither side is going to change - so why try? Where is the arguing getting you? And how is it benefitting someone thinking about owning a pond? Many of our customers have told us that they're "turned off" by all the bickering. So in an attempt to satisfy our customers, we don't allienate any of them by getting into these debates on one side or the other.
We here at Russell Watergardens simply try to educate the consumer to the advantages and disadvantages to both sides, and also offer a suitable alternative. We give them choice.
It really doesn't matter if a pond owner wants rocks and gravel or not, it doesn't matter if they want a bead filter or waterfall type filter, it doesn't matter if the what a submersible or centrifugal pump, it doesn't matter if they want rubber liner, polyurea, or gunite, it doesn't matter if they want waterfalls, streams, or a fountain. What matters is having the best possible components for the type of water feature the customer wants. Couple that with thorough education, information, and maintenance requirments of their chosen feature is. We here at Russell Watergardens want to supply the best products possible for what ever format the custmer chooses.
Everyone is too hung up on gravel on both sides of the isle. Gravel isn't the issue - DIRTY GRAVEL is the REAL ISSUE. What ever the type of pond - water quality and clean living conditions are the priority.
Lets all face it, not everyone wants koi ponds, and not everyone wants water gardens. There are a lot of customers on both sides of the isle. You are eliminating half of your potential customer base if you don't include the other side.
I invite each and everyone of you to watch our web site as we build all our new display at our new store over these winter months. If you're in the Seattle area - please drop by at any time. Feel free to give us any suggestions on how we may improve our store to better serve you.
Thanks so much everyone - it is my pleasure converse with you all.
Sincerely,
John Russell