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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.
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Develop the habit of examining the hot tub’s you service. Compliment customers 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 if the hot tub is 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-ef cient as possible. That’s good for the customer, and it’s good for your busi-
ness.