Original > Hot Tub Forum
First Time Purchaser Help
silversun:
Maybe you should ask yourself why they're not coming back to your store?
Customers don't care how many times you've been burned. We don't want to be penalized for it. We're not interested in hearing complaints about how hard it is to fill up a tub or move it. We'll just go somewhere else. Somewhere that makes it easy for us.
When i bought from my dealer they had 5 of their most popular models on the floor filled with water and ready for customers. I didn't have to arrange anything. They made it easy for me.
The problem is you're only asking consumers to see it from your POV, and not looking at it from customers.
bachman:
Maybe it's case by case with the situation.
I have no shopping experience at all for a hot tub as ours was gifted but I'm an information fiend when it comes to research and big ticket considerations. Were I to zero in on a few to wet test, very little would get in my way of setting it up if I were that close to a decision on a tub, be it $2999 or $18,000. If the store or staff gave me a chilled feeling about working with them, I'd move on but I think they could convey the issue about a 'good faith' deposit that wouldn't send me running. It's my time I'm investing and I want to keep moving forward.
I've been the customer and on the sales side of things enough to know that YES, there are some sleazy, un-professionals in business and just one or two gets the word or rep spread like wild fire. Yet dozens of customers a day coming in or hundreds a month mean any store or dealer has many, many chances upon the customers that can be as much an *sswipe as anyone in the business and no doubt those solid dealers or stores have suffered the downsides of those occasions too. They have the same right in my mind to let people walk or shop elsewhere if they decide they want to stick to a policy that is working for them. I understand some reading between the lines if it looks like the place is barely hanging on or going out of business ... but I don't see it as right and wrong, just how they train their staff to explain the situation. IOW, don't be offended by the butthead that was in that store a week ago promising they'd be in for a special set up then burned them and caused them to consider a better way of fending that off. IF offended, by all means take the extra time and extra effort to start over somewhere else. ;)
castletonia:
--- Quote from: silversun on December 21, 2018, 08:05:43 am ---Maybe you should ask yourself why they're not coming back to your store?
Customers don't care how many times you've been burned. We don't want to be penalized for it. We're not interested in hearing complaints about how hard it is to fill up a tub or move it. We'll just go somewhere else. Somewhere that makes it easy for us.
When i bought from my dealer they had 5 of their most popular models on the floor filled with water and ready for customers. I didn't have to arrange anything. They made it easy for me.
The problem is you're only asking consumers to see it from your POV, and not looking at it from customers.
--- End quote ---
In my opinion, your last sentence is the basis of the whole discussion. You say I need to see it from your POV, but you also need to see if from my POV. I bend over backwards for my customers, get great reviews/respect and have a good closing ratio. Yes, some of this is because I represent premium brands, but it’s also due to how I treat my customers.
There is always a middle ground if both parties want there to be. That is why I don’t yet request deposits. If the OP and the dealer cannot agree on a compromise to the deposit situation, then it falls in both of them regardless of how good eaches intentions are.
aug0211:
--- Quote from: castletonia on December 21, 2018, 08:24:33 am ---
--- Quote from: silversun on December 21, 2018, 08:05:43 am ---Maybe you should ask yourself why they're not coming back to your store?
Customers don't care how many times you've been burned. We don't want to be penalized for it. We're not interested in hearing complaints about how hard it is to fill up a tub or move it. We'll just go somewhere else. Somewhere that makes it easy for us.
When i bought from my dealer they had 5 of their most popular models on the floor filled with water and ready for customers. I didn't have to arrange anything. They made it easy for me.
The problem is you're only asking consumers to see it from your POV, and not looking at it from customers.
--- End quote ---
In my opinion, your last sentence is the basis of the whole discussion. You say I need to see it from your POV, but you also need to see if from my POV. I bend over backwards for my customers, get great reviews/respect and have a good closing ratio. Yes, some of this is because I represent premium brands, but it’s also due to how I treat my customers.
There is always a middle ground if both parties want there to be. That is why I don’t yet request deposits. If the OP and the dealer cannot agree on a compromise to the deposit situation, then it falls in both of them regardless of how good eaches intentions are.
--- End quote ---
I think this is the crux of the discussion.
You’re selling me something. I’m not selling you anything. You need to see it from my POV. You’re fighting for my hard earned money, not the other way around.
The customer really doesn’t care if the dealer had a rough night last night, got burned by another customer yesterday, or didn’t get his morning coffee today. I also don’t care if it’s “work” for you to.......... come to your place of business, where you get paid, and fulfill customer requests, in hopes of earning my business. I’m fact, that is the expectation. Guess what - that’s what we also all do for a living, when we go to our places of work.
You are in sales. Your job is to make every customer feel like your only customer. Stop projecting your problems with other customers into us.
This is not a volume sales commodity industry. You’re in high-end luxury sales. Service and customer experience matter. What happened to you a month ago, or last week, or even 2 hours ago with another customer is 100% irrelevant to me when I walk through your door.
aug0211:
One other thing to add - I’m hoping these posts aren’t offending you dealers. I’m not out to pick a fight. Really just trying to let you know where your potential customers are coming from.
As much as this forum is a resource for customers, we’d all be kidding ourselves if we didn’t acknowledge that the dealers are learning tons about the market and the potential customers out there.
Just trying to share my experience with the dealers at large for their own consideration. I was surprised to see so many other customers chime in so quickly - maybe this is not just an isolated opinion. Who knows, maybe you could end up making more money off of this feedback.
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