To improve product reliability and meet the needs of our core clients—garden, aquarium, and fountain users—our company recently held a focused internal meeting. Participants included senior management, product engineers, customer service, and logistics coordinators.
We began by reviewing recent customer feedback. Key issues included pump noise, short cable lengths, unclear instructions, and difficulties reaching customer support. These issues were categorized and assigned to relevant departments for in-depth discussion.
Some customers reported that certain garden fountain pumps were noisier than expected, disturbing the quiet environment they were designed to enhance. Our engineers traced the problem to inconsistent impeller balancing in a small batch.
To solve this, our production team will introduce additional noise-level checks before shipment and use upgraded impeller materials for better performance and durability.
Another concern was cable length. Many aquarium and patio users found the standard power cables too short, limiting installation flexibility. Several DIY pond builders also mentioned the lack of waterproof extension recommendations.As a response, we will offer alternative models with longer cables
One common frustration among users was the difficulty of reaching our support team. Some emails went unanswered for days, and phone wait times were too long during weekends—when many hobbyists work on their projects.
To improve this, we are expanding our weekend support hours, Customers will be able to send questions, share photos or videos of problems, and get real-time advice from our team.
Our logistics team also shared that some orders had issues with packaging—especially for glass or fragile fountain accessories. A few items were reported damaged upon arrival due to insufficient cushioning or loose parts inside the box.
To prevent this, packaging for all decorative pump sets will now include custom-fit foam inserts and vibration-resistant wrapping. Our warehouse will also conduct drop tests monthly to ensure quality.
Internally, we realized that some teams lacked direct feedback from end users. To fix this, customer service agents will now compile monthly reports and share them with engineers and marketers, so real customer voices are heard during product updates.
Finally, employee feedback was also considered. Our warehouse staff requested clearer schedules for seasonal rushes and better communication regarding shipping delays caused by weather or holidays.
The operations manager agreed and proposed a pre-season checklist and daily update board. These small changes will help reduce stress during peak seasons and improve overall workflow.
The meeting ended with a 30-day checklist for urgent tasks—like chat support and manual redesign—and a 90-day roadmap for packaging upgrades, product documentation, and enhanced customer follow-up.
In summary, this meeting showed that listening closely to everyday users—from aquarium hobbyists to garden designers—can inspire meaningful improvements. We remain committed to making beautiful water features easy, quiet, and reliable for all.