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Posts Tagged ‘spa service’

Birthday Surprise from a Super Customer

July 26th, 2011 by

birthday-balloonsHere at Hot Tub Works we in customer service aim to give all our customers “over the top” customer service -  the extra mile for to give them the caring human touch that they would receive if they were speaking to us face to face.

Let me share an experience I just had with a customer going going the extra mile.

On Tuesday 07/12/11 I had the pleasure of speaking with a new customer and during the course of our conversation she told me her birthday was the next day and she would be turning 86. Coincidental we share the same birthday. We both thought this was really neat and we ended our conversation wishing each other Happy Birthday.

I was not in the office on the 13th but had a wonderful surprise waiting for me when I returned the next day. Thursday morning I was listening to my voice messages and the first one I listened was a sweet voice singing me happy birthday. This wonderful, sweet lady took time to call me on her birthday to sing happy birthday to me! I can not fully express how wonderful this felt. I have been smiling ever since!

Here’s to “over the top” customers!

 

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Hot Tub Consumer Reviews

July 7th, 2011 by

hot-tub-spa-consumer-reviewsHot Tub Owner Satisfaction Survey

A project we have started more than five years ago is coming close to completion.

We have over 250,ooo hot tub owners in our data base and when we started asking the questions like, ” would you buy the same brand again?” or “how would you rate the dealer service?” it was interesting what we found.

 

Not ready to publish the full report, but here are some the highlights:

62% of hot tub owners would buy again.

12% of the hot tub owners felt like the received “good” service from the local spa dealer.

47% would buy the same hot tub brand again

72% Hot Spring Spa owners would buy another Hot Spring Spa

61% Sundance Spas owners would buy another Sundance Spa

20% Jacuzzi Hot Tub Owners would buy another Jacuzzi (includes many owners which bought via Home Depot)

79% Costco Hot Tub buyers were happy with their purchase (surprise)

40% Hot Tub Owners use their hot tub 2 times per week.

Those are some of the highlights from the little bit of research. What was clear is hot tub owners use the hot tubs and most enjoy them. Local dealer satisfaction is low and suggests a big opportunity, but most good dealers know this fact already.

I’ll post more results of our hot tub owner satisfaction survey in the coming weeks.

 

Thanks,   Jerry

 

 

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