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1.8 Satisfying The Customer
Most customers do not care what work you have done or what parts you have re-
placed, but they always care whether or not their problem goes away. When you are
done, show them that their problem is gone. If they ask how you did it, take a few
minutes to explain. Show them the bad part(s) and explain or show why it is bad.
• Develop the habit of examining the hot tub’s you service. Compliment customers on the things they are do-
ing right. Tell them how their care and attention can stop trouble before it starts.
•
Mention if you noticed any adverse conditions, especially if the hot tub is under warranty or contract, that
could lead to failure. Can the customer correct the problem? Would they like you to correct it? Can you rec-
ommend someone? Would they like an estimate?
• Think of yourself and the customer as a “team” trying to keep the product up and running as cost-effective
and time-efficient as possible. That’s good for the customer, and it’s good for your business.
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