One pool and spa/hot tub business client shared with me that a customer had purchased a sauna and was extremely unhappy due to multiple service calls. An employee then drove to the customer’s house before and after work multiple times to get it running the way it should be. Since then, the customer went on to buy a sauna and a hot tub!
 

Studies have been done that prove that we have an opportunity to turn upset customers into raving fans when we are committed to having a heart of service.
 

Teach your service department to resolve customer frustrations by following these simple steps:

1) Acknowledge the problem instead of jumping to defend the company or the service tech involved.

2) Empathize and apologize regardless of whether they are right or wrong.

3) Accept full responsibility to fix the problem in a timely manner.

5) Remain in communication with the customer until the issue is fully resolved.

What are your personal success stories where you transformed an upset customer into a raving fan and made a difference? I’d love to hear from you… your experience makes a difference for all of us in the industry!