History, page 2
As sales grew, the number of customers expanded exponentially. And, with the Russell Watergardens Store being such a fun and exciting destination for the whole family, customers began asking interesting questions that had never been asked before in the industry such as:
- "Why are these filters so difficult to clean?"
- "How can I keep my pond or water feature more clean?"
- "Why do my fish get sick and die so easily?"
- "Why do I have to take apart my filter to clean it?"
- "Why do I have to drain the pond to clean it?"
- "Why do I have to catch and remove all my fish when cleaning my pond?"
- "Isn't there a better way to clean these filters than by hand?"
- "Why do I need special tools to install these systems?"
- "Why am I limited to either a Koi pond or a water garden pond?"
- "Why do so many of the "professional grade" products fail after a few short years?"
- Plus many, many more!
Until the Russell Watergardens Store opened, customers had limited places to ask these, and other questions about the products that were on the market at the time. When Russell Watergardens forwarded these questions to the various product manufacturers, they were met either with silence or "marketing advice" instead of actual information. That wasn't good enough for Russell Watergardens' highly educated customer base in Redmond, Washington. So Russell Watergardens started an "In-house" Research and Development department - Russell Technologies (RT)- to look into the customers' questions - as well as their own.
Since the Russell Watergardens Store had so many working water feature displays on site, it was easy to convert them into research and development "testing displays". Russell Technologies bought virtually every type of product by every major manufacturer and installed these products in the "testing displays" to see what worked and what didn't, and to learn "why" things worked or failed. This gave Russell Technologies and Russell Watergardens' customers information that had been previously unavailable.