Original > Hot Tub Forum
First Time Purchaser Help
aug0211:
--- Quote from: aug0211 on December 21, 2018, 11:00:04 am ---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
...
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.
--- End quote ---
Bolded above - side note: these are literally example opportunities for a dealer to capitalize on with a customer. You SHOULD care if I had a rough night, a bad experience with another dealer, or didn’t get my morning coffee.
Play up hydrotherapy to help relieve tension from my stress from last night. “Wouldn’t this be a great tool to have available to you every day going forward, any time you have a stressful night?Where do you carry your stress? Here’s my favorite seat in this tub for stress in that area.”
Listen to what I didn’t like about the other dealer. Play up the opposite, as a strength of yours. “I completely understand where you’re coming from. I see it differently from that dealer, which is why we always _______.”
One dealer I’ve been in has a Keurig machine with k-cups. So does our BMW dealer. If you find out that I’m dragging because I didn’t get my morning coffee - perfect! “Can I get you a cup now? I know how my days go when I don’t get that morning coffee - here are a few k-cup options I have available. They’re here for you to you any time you’re in, whether you’re shopping for a tub or if you’re in totall chemicals. Feel free to help yourself, or let me know what you’d liked and I’m happy to take care of it for you.”
castletonia:
I don't disagree with your point of view, its valid. All I'm trying to say is that if a dealer has the policy in place for a refundable deposit, they probably have their reasons. If they present it in a professional, respectful manner, then I don't see it as an issue. Like I said before, everything is negotiable and there has to be compromise regarding this.
If the dealer is a tool though, its probably in everyone's best interest to move on to the next guy.
But let me ask you this, because I'm honestly curious on the response. Is that dealer asking for a refundable deposit any different than say a trampoline park making you sign a waiver of liability? The both exist for a reason.
Spatech_tuo:
--- Quote from: castletonia on December 21, 2018, 01:20:08 pm ---I don't disagree with your point of view, its valid. All I'm trying to say is that if a dealer has the policy in place for a refundable deposit, they probably have their reasons. If they present it in a professional, respectful manner, then I don't see it as an issue. Like I said before, everything is negotiable and there has to be compromise regarding this.
If the dealer is a tool though, its probably in everyone's best interest to move on to the next guy.
But let me ask you this, because I'm honestly curious on the response. Is that dealer asking for a refundable deposit any different than say a trampoline park making you sign a waiver of liability? The both exist for a reason.
--- End quote ---
If the dealer was asking for a down payment that was not refundable I'm sure we would all consider that over the top and not the way to run a business.
If the dealer asks for a fully refundable deposit (on a spa that has to be specifically set up to test) where all you have to do is show up and take the wet test that you asked for then that's where many pros here understand that type of policy.
aug0211:
--- Quote from: castletonia on December 21, 2018, 01:20:08 pm ---I don't disagree with your point of view, its valid. All I'm trying to say is that if a dealer has the policy in place for a refundable deposit, they probably have their reasons. If they present it in a professional, respectful manner, then I don't see it as an issue. Like I said before, everything is negotiable and there has to be compromise regarding this.
If the dealer is a tool though, its probably in everyone's best interest to move on to the next guy.
But let me ask you this, because I'm honestly curious on the response. Is that dealer asking for a refundable deposit any different than say a trampoline park making you sign a waiver of liability? The both exist for a reason.
--- End quote ---
Yes, they’re different. One asks me to release them of liability. The other asks for financial collateral.
If the hot tub dealer wants me to sign a waiver releasing them from responsibility for any illness, injury, or other harm caused from the wet test, no problem. That would be the appropriate comparison to the trampoline park waiver.
If a trampoline park asked for a refundable $300 deposit to use the trampolines I’d look at them like they’re crazy. So, you’re right - great point :) A $300 refundable deposit is a bizarre request both for a trampoline park, and for a hot tub wet test.
bachman:
-
Sharing customer experiences or offering input can be helpful and I'm certain many business of all sorts cherish the gems of information out there if it's new, unique or stands out in some way. I'd be guessing but in the hot tub biz, the established dealers have been around or 'in the family' a long time and have had years of learning the ropes, thousands of customer opportunities and experience's, made grandiose errors in judgement, had smashing successes and have weeded out a few Turd employees (or customers) over the years.
When the unpleasant experiences, bad behavior or crappy policies and customer treatment tilt their scale, they likely do see it and respond accordingly or -- suffer the consequence's.
With some industry insights and responses to customer concerns or complaints here or on other forums, 'we' get the other side of it or at least they can explain their rationale of why and how they do things. Because of this, I don't see many of those responses as projecting customer problems but more of an "Asked and answered" format. Sometimes there is a good question met with an equally good answer , don't take it personally and Yes, We all vote with our wallet. ;)
If I were in the business, I'm not sure exactly how I'd handle the "Be Backs" involving a special appointment and some extra leg work or time involved in set up. I'd probably tell them to leave their kids cell phone … lol- That'll DO IT !! BTW, ask anyone in the car biz what a "be back" is and you'll either get a good smile and laugh returned or an angry scrunched up face - LOL . A hand full of be-backs would have made a banner year in sales or income.
I don't think your opinion is isolated, but if not over-represented, this point you take issue with will melt away soon or be few and far between. Nobody wants to drive away customers and if the numbers prove to be important, business practices and policy has a way of self-correction.
As to this;
"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."
I see it this way; The expertise in dealing with customers, developing, learning and adapting business strategy and policy is every bit relevant. It's already happened before you walked in the door. I do get your meaning if it's a jaded attitude toward people but 'policy' doesn't strike me as attitude.
Old and grouchy-
I'm not altogether happy with a dealer I got my last car at. They had what I wanted and few others could get it. My purchases for the past 6 cars or so have been with a different dealer. ,
It's a minor glitch but I'm old and grouchy so I'll ask if I can get the car done (Lube oil filter change) while I wait since my other dealer does that. With the newer car, they want it for the day or most of the day. Not sure what they will say about policy or whatever but I'll ask that I get in a out some morning at some future appt time. If they can't or won't comply, I'll let them know the service side of the business goes away and I'll go to my other dealer who meets my concerns and schedule. Dealers, stores, businesses want to know how they can earn/keep your business or what sets them apart from the others. They'll get a clear answer.
At xyz dealership, I'm in the door at 7am and out in :45 min to an hour. I suppose a free loaner would work though. I didn't buy that car to be without it an entire day just to convenience the dealer LOF schedule when other dealers set appointments and get you in and out within reasonable time frames.
Funny thing is; When I asked price, I told them they had one shot to steal business from the other place and they got that right.
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