Building Trust Through Relationships
Over my years of pond building, I have realized that the number one factor in being successful is customer relationships. This pond, in particular, was a five-year dream in the making. It’s the story of how we turned an unwanted housewarming gift into a backyard wonderland.
When I met my client about five years ago, I was working in the service department. From the first day, we both knew the pond he had inherited with his new house had problems. Between the constant algae blooms, fish behaving strangely, and the need to refill it all the time, he was ready for help—but not yet ready to rebuild the entire thing.
He loved that the house came with a pond but didn’t realize the constant work that came along with it. I explained that a good Aquascape ecosystem-style pond, like we build, doesn’t have these issues. What he had inherited was more of a homeowner DIY project. Replacing it wasn’t an option at the time, due to its size and the many other home projects he already had underway.
Years of Challenges
Over the next few years of servicing his pond, we tackled multiple problems together. I had an extensive background in fish and water feature care from college and previous jobs before working for Pondscapes of Charlotte. We made his pond as enjoyable as possible, but it was always more work than enjoyment for him.
At times, we both wanted to give up, and it seemed like Mother Nature was trying to pull this pond into the ground. But we formed a strong relationship and learned how to make the best of what he had. He enjoyed the pond and his fish for three or four years before the real problems began.
From Service Tech to Lead Builder
Eventually, I left the service department and became lead builder for Pondscapes of Charlotte. My customer and I were still great friends, often texting about his pond. We’d talked for years about building something grand, but I didn’t know when the day would come. Over time, he became deeply attached to his fish and started becoming more of a “pond guy.”
Then one day, our service tech Doug called me. “You need to contact your old customer,” he said. “His fish are dying, and I’m sure it’s due to the lack of filtration.” This was an issue we’d discussed multiple times, but now that his beloved fish were at risk, he was ready to make changes.
The Breaking Point
By the time we had designed a new system with multiple BioFalls, the customer called to tell me it had gotten worse. Heavy rains had caused the liner to bubble up, shrinking the usable pond space. The remaining fish were struggling.
It was time for the conversation no customer wants to hear: we had to rebuild or fill it in. The concrete-heavy structure, poor filtration, and nonexistent drainage made repairs impractical. The only alternative—digging underneath to install a drain—would cost as much or more than a proper rebuild.
Luckily, our strong relationship made this discussion easy. He was ready to invest in something permanent. I offered two options:
- Take everything apart and rebuild from the driveway using an oversized lull.
- Go with a custom design where half the pond would be rebuilt and the other half, framed by automobile-sized boulders, would be built inside the existing space.
He chose the second option. It was slightly more affordable and interactive, and it meant his fish would get a larger, safer home—his top priority.
A Backyard Water Wonderland
The finished design transformed the space into a water wonderland. Three bubbling boulders ran beneath a historic-looking bridge into a koi pond, 3 1/2 to 4 feet deep. At the back, a 4- to 5-foot waterfall could be reached by stepping stones, inviting the family to touch the falling water.
This was unusual for our area, where most yards are flat, but this customer’s steep backyard allowed us to terrace the feature beautifully into the slope. His fish gained a larger, healthier home with the proper BioFalls filtration needed to thrive.
Now, instead of nightly worry, he has a focal point in his yard that brings joy and relaxation. The transformation turned a source of stress into a highlight of his property.
For me, this was a rewarding project as a pond designer. The customer wanted something truly unique and gave me complete artistic freedom—something only possible because of the trust we had built over years. I was ready to create something extravagant. I just needed the right client who believed in the investment. And in this case, I found exactly that.
About the Author:
Braeden Branch is a master pond builder at Pondscapes of Charlotte.
nice build guys