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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.
• 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 in hot tub’s under warranty or contract, that could
lead to failure. Can the customer correct the problem? Would they like you to correct it? Can you recom-
mend 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.
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