2
1.8 Satisfying the Customer
Most customers do not care what work you have done or what parts you have
replaced, 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 custom-
ers on the things they are doing right. Tell them how their care and attention can
stop trouble before it starts.
• • Mention if you noticed any adverse conditions, especially in hot tub’s under warranty or con-
tract, that could lead to failure. Can the customer correct the problem? Would they like you to
correct it? Can you recommend 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-efcient as possible. That’s good for the customer, and it is good for your
business.
To Next Page
Loading...
Need help?
General