Play Ball!
February 3, 2014
Competing with Gift Cards
March 4, 2014
Show all

How you and your staff handle hard to please customers in your pool and spa business can make or break whether they are a returning customer or someone who will bad mouth and complain about your company.

One of the meetings and training sessions that I like to have with my pool and spa sales staff consists of storytelling. Have each of your employees share a great customer service experience that they had when they were a customer. Have them explain why it was a pleasant experience and why they appreciated the salesperson, waitress or service person that helped them. Then, have each share a bad experience and explain why it was bad and how it made them feel. Discuss what could have been done differently to make it a good experience rather than bad.

Next, have everyone present past scenarios from your pool and spa business when they had a difficult or disgruntled customer. Discuss what happened and how each situation could have been handled differently for a better outcome. These discussions and solution finding exercises are a very effective method of customer service training.

Comments are closed.