Hot Tub Forum
Original => Hot Tub Forum => Topic started by: East_TX_Spa on October 04, 2005, 05:41:54 pm
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I had a frustrating situation at the store the other day.
A man and his wife walked into my store while I was visiting with one of my customers who had a chemical question. I greeted them and told them "I'll be with you in a minute. Make yourselves at home and feel free to look around." They ignored me and went out onto my deck.
I spent about 45 seconds more with my customer and we said our goodbyes. I walked out onto my deck and the man is looking at an Accolade. "How much is this?"
I say "Around $8,000."
"J**** C*****! We had a HotSpring in Florida and it only cost us $4,000."
Terminator: "Well, we have 20 different models to choose from. Maybe one of those will be more in your price range. Let's go look inside."
Floridian: "How much are you getting for the Sovereign?"
Terminator: "$7695"
Floridian: "G** Almighty! They're $6,000 in Florida."
Terminator: "Sounds like a good deal. You should buy one."
Floridian: "You bet I will. Our furniture's in storage in Florida. When we go get it, I'm going to buy a spa there and bring it back."
Terminator: "Well, I hope the dealer you buy it from will service it as well."
Floridian: "You mean you won't service it?"
Terminator: "We have the right to refuse service to anyone. You have the right to buy a spa wherever you want. We charge what we feel is a fair price for this market and it allows us to stay in business."
Floridian: "Well, we'll see about that."
Terminator: "Good luck. It was nice meeting you."
Now, I have mixed emotions about this whole situation. The man acted like a jerk to me the whole time and I'm pretty easy going, but I let him get under my skin. I'm sure I could've handled the situation better than I did.
Yeah, we'll service his spa if it ever comes to that, but it is really aggravating when someone acts like this. I think he was lying to me about the price (or was confused) and was hoping I would try to match it. No way!
Anyway, I value the insight of the majority of the folks on here. How would ya'll have handled it?
Terminator
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Now, I have mixed emotions about this whole situation. The man acted like a jerk to me the whole time and I'm pretty easy going, but I let him get under my skin. I'm sure I could've handled the situation better than I did.
I'm not sure why you'd have mixed emotions? Based on your replay of the situation your responses seemed appropriate. If someone decides to act like a jerk there's no reason to take it personally (unless they get personal). It's merely a reflection on them, not you. Answer their questions in a calm, matter of fact manner, let them vent if they so choose, wish them a good day and wait for the next customer.
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There's no way this gu is getting these spas at the prices he quoted you. That dealer is a whole 1/2 a country further from the manufacturer than you are. Unless the dealers whoring out the product, which I doubt. You can please some of the people all of the time, and you can please all of the people some of the time, but (no matter how hard you try) you'll never please all of the people all of the time.
I had a frustrating situation at the store the other day.
A man and his wife walked into my store while I was visiting with one of my customers who had a chemical question. I greeted them and told them "I'll be with you in a minute. Make yourselves at home and feel free to look around." They ignored me and went out onto my deck.
I spent about 45 seconds more with my customer and we said our goodbyes. I walked out onto my deck and the man is looking at an Accolade. "How much is this?"
I say "Around $8,000."
"J**** C*****! We had a HotSpring in Florida and it only cost us $4,000."
Terminator: "Well, we have 20 different models to choose from. Maybe one of those will be more in your price range. Let's go look inside."
Floridian: "How much are you getting for the Sovereign?"
Terminator: "$7695"
Floridian: "G** Almighty! They're $6,000 in Florida."
Terminator: "Sounds like a good deal. You should buy one."
Floridian: "You bet I will. Our furniture's in storage in Florida. When we go get it, I'm going to buy a spa there and bring it back."
Terminator: "Well, I hope the dealer you buy it from will service it as well."
Floridian: "You mean you won't service it?"
Terminator: "We have the right to refuse service to anyone. You have the right to buy a spa wherever you want. We charge what we feel is a fair price for this market and it allows us to stay in business."
Floridian: "Well, we'll see about that."
Terminator: "Good luck. It was nice meeting you."
Now, I have mixed emotions about this whole situation. The man acted like a jerk to me the whole time and I'm pretty easy going, but I let him get under my skin. I'm sure I could've handled the situation better than I did.
Yeah, we'll service his spa if it ever comes to that, but it is really aggravating when someone acts like this. I think he was lying to me about the price (or was confused) and was hoping I would try to match it. No way!
Anyway, I value the insight of the majority of the folks on here. How would ya'll have handled it?
Terminator
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There's no way this gu is getting these spas at the prices he quoted you. That dealer is a whole 1/2 a country further from the manufacturer than you are. Unless the dealers whoring out the product, which I doubt. You can please some of the people all of the time, and you can please all of the people some of the time, but (no matter how hard you try) you'll never please all of the people all of the time.
Yeah, you're right. I think the guy just came in looking for a pigeon and he thought maybe he could get me to negotiate.
I'll say this, people can talk all they want to about salesmen, but the majority of customers play games with the best of them. I don't know how many times over the years shoppers have tried to BS me. 100 times more than I do them. They've got nothing to lose by doing so whereas I have to stay above the fray to protect my reputation in the industry. Oh, well, it's all fun and games anyway! ;D
Terminator
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As a consumer, I think you handled it fairly. He was being an idiot. I would not let it bother you. He will probably be back to see you after he finds out the charges to ship a tub from Florida.
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It would be nice to get every sale. Make every shopper happy and fulfill every expectation.
You handled yourself professionally. Yes, most businesses need to make money. Your price is not out of line(very close to ours in ct). Yes, it would bother me as well.
He had some other event in his life that day which angered him. You were just his ventilation.
The shopper who buys the Vista loaded with spaudio tomorrow from you will help you forget about it.
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Wow, I don't envy you Terminator. I'm not sure you could have handled the situation any better. I KNOW you did better than I would have!!! I bet that if you would have sold him a spa at the price he wanted, he would still be rude and impolite.
Ask yourself this question: Would I want this man as a customer? Now I realize you need all the business you can get, but isn't some just not worth it??? I guess I would be a poor salesman :o
drprwnap 8)
ps. Did you try showing him a picture of Tammy??? Maybe that would have helped! ;)
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ps. Did you try showing him a picture of Tammy??? Maybe that would have helped! ;)
I doubt it would have helped. He would have wanted Terminator to toss her into the deal at no extra charge.
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That dealer is a whole 1/2 a country further from the manufacturer than you are.
A whole half? I always hated fractions! ;D ;D ;D
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Wow, I don't envy you Terminator. I'm not sure you could have handled the situation any better. I KNOW you did better than I would have!!! I bet that if you would have sold him a spa at the price he wanted, he would still be rude and impolite.
Ask yourself this question: Would I want this man as a customer? Now I realize you need all the business you can get, but isn't some just not worth it??? I guess I would be a poor salesman :o
drprwnap 8)
ps. Did you try showing him a picture of Tammy??? Maybe that would have helped! ;)
I met Tammy for the first time on Sunday. I'll tell that story tomorrow if anyone's interested. ::)
You're exactly right about some people are just not who we want for customers. I've told a few over the years that said to me "$6000? I can buy that same spa down the road for $1500!" to go right on down the road and get it.
Here's another dilemna. I had a very nice man and his wife in the store a few weeks back. I really liked the guy. He told me they were relocating here looking for a new start. I filled him out a quote sheet and got his name and address.
Well, about once a month, I check the State of Texas Sex Offender list to make sure there are no perverts in my neighborhood. Lo and behold, there is the customer that had been in my store the week before. Turns out he had been convicted of molesting his son and daughter (9 and 10 years old). His picture was on the Offender website and his address was the same as the quote sheet. I felt sick to my stomach.
Knowing what I know, if he came into your store, would you sell him a spa? I won't.
Terminator
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Reminds me of a time I was selling a used car. Older guy came and looked at it, asked how much, I told him $2000.00, he came back with $1500. We haggled a little and finally agreed on $1700.00. He was a little crotchety, but not that bad, just kind of a grumpy old man thing, and as the entire transaction only took about 15 minutes, it wasn't to bad. He said he'd think about it over night, I didn't even bother asking for a deposit thinking I'd never hear from him again. He calls me the next day in a state of rage. Telling me I should be ashamed for selling such a piece of junk. OK, so an '88 Oldsmobile Delta 98, may not be a classic, but it was in pretty good shape and only had about 50,000 miles on it. His actual words were actually quite a bit more offensive then that, even to an ex Marine. I let him rant on and on for about 5 minutes, and them reminded him he needed to take his medication. Then he hung up. I was actually kind of pissed about it for awhile thinking I had done some thing wrong.
Always remember 99.9% of every thing that goes on around you has nothing to do with you. Don't take this kind of behavior personally.
By the way sold the car the next day, for $2000.00 to a very nice lady.
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Since I seem to be one of those customers that is always trying to get the beest price and trying to compare other regions and get frustrated I have to admit I think that handled the situation very well. Even when I have been at my most frustrated I still try to keep my cool and try to understand that factors vary by region.
I have have been looking at buying the spa at the local dealer even though he is not willing to move on his price or include the usual accessories. He would not even budge when the price was from a dealer at a home show 70 miles away.
Personally I value to local dealers and what they can offer if you should need assistance.
I think that respect should go from both the dealer and the customer and vice versa.
I do feel for your situation and I do not think you should worry about how you handled it.
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I think you handled it fairly. But I truely think most people believe (as I did once) that the warranty must be honored by any affiliated dealer. Actually I know of a HS dealer who sold someone I know a tub and told them the local dealer (not the selling dealer) HAS to fix the tub.
Maybe if that happens again you can ask for the dealer's name and call their bluff. Tell the customer to hold on as you call the dealer that quoted them the price and "find out exactly what's included". Maybe even ask their name and use it when talking to the dealer, if he is selling it at the quoted price ask the dealer how they can sell it for so low. If the customer doesn't know the name, ask where they shopped as HS has a dealer's network and you can find which one they were at.
Be extremely customer oriented - You may see them sweat!! Tell them you want them to get their best price ...
... Then tell them you won't service their tub! ;D
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In hindsight, I would have stopped with the "Sounds like a good deal, you should buy one" and made mental note of him. You grudgingly could provide service (since based on your posts you are quite service oriented) but assess that "reasonable" trip charge for warranty repairs that is allowed in the HS warranty.
Sales is a tougher job than most people realize. Even though I am usually tougher on big purchases, rudeness never comes into play. Chalk it up to some folks are going to act like that no matter what you say. As a consumer, you catch more flies with honey.
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I used to work at a liquor store in my college days.
We weren't the cheapest store on the block- the owner charged what he felt he had to to make his business.
He didn't do loss leaders, and only put things on sale when he got a price break he could pass along. Very equitable guy.
Every so often someone would come in and whine because we charged $1.50 more on an $20 bottle of Bailey's than the discount outlet 10 miles out of town.
That person never did buy anything from us, I think he just had fun trying to bait us. Didn't work. I just said that I didn't set the prices and offered to have him come in when the owner was in the store to discuss pricing with him. Far as I know, he never did. And he probably burned up that $1.50 in wasted time and gasoline.
There's just no winning with some people.
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It's only one spa and one customer that you didn't get....The sun will still rise and set tomorrow.
You did fine
The truth is that people who care more about price than customer service probably aren't a good fit for your company and your much better letting them go.
I know that's hard to swallow but you have to learn to pick and choose your customers for your sake and thiers. ;) 8)
The reality is that he will probably never buy a spa and will always talk about how he could have.
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Actually, I didn't become the Brewman until well after I left that establishment.
Had I been homebrewing back then, it would have been to the detriment of the store. I bought a lot of beer from them when I worked there, which I woulnd't have bought had I been homebrewing.
:)
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My Sister inlaw works in Retail Marketing and companies come to her for things like product placement, travel path through the store to guide customers in a certian direction, point of sales displays etc. They also come to her to send people out into the market to do surveys not just for the the products they sell but for retail customer service in general and they are given specific scenarios to act out in a store and monitor reaction, temperment etc.
Sounds like you were bitten by a Marketing firm or a drunk Floridian. Either way you handled it well in the written word, how was your body language and pitch of your voice etc.
I wouldn't worry about it too much.
Ray
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Terminator,
I think the best way to handle yourself in these types of situations is to tell them about your company’s lowest price guarantee on the same exact spa. All you need to do is get a quote in writing with the exact services and options the consumer will be receiving on the spa purchased elsewhere.
Chris
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I knew how that sounded when I typed it, but I liked it anyway and used it ;)
A whole half? I always hated fractions! ;D ;D ;D
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I know. I just had to poke fun. ;)
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OMG!!! I just read this thread and Terminator you handled yourself just fine. Like others have said, I'm not sure I'd have done as well.
I live in Florida and like you said, "IF" he was able to get that spa for $6K then he should definitely buy it. I don't believe he can or could, and of course, he probably wasn't comparing apples to apples. Anyway, that's beside the point--he was simply being an A##!!
I think Stuart made some excellent comments:
It's only one spa and one customer that you didn't get....The sun will still rise and set tomorrow.
The reality is that he will probably never buy a spa and will always talk about how he could have
Don't let some idiot like that get under your skin.
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east tx, you wrote...
"J**** C*****! We had a HotSpring in Florida and it only cost us $4,000."
I would have tried to go a differant route at this point, and asked some open ended questions to calm his agression ie: $4,000, really how long ago did you buy that? what spa was it? how long did you have it? why are looking to buy another? ect. it may have helped, it may not but I would'nt let it beat me up.
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I really do appreciate everyone's input. This forum really helps me immensely in my professional endeavors. I have gained tremendous knowledge and insight from consumers and dealers and I try to use it to help make the shopping experience better for the customers. Thanks again.
Terminator
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I don't know how many times over the years shoppers have tried to BS me. Terminator
I don't doubt that, but you have to use some intellegence in doing so. I'm not going to church and tell the Priest that the Pope told me something different. I may try to BS you that the Sundance dealer is offering a similar spa somewhat cheaper, but I'm not going to try to tell you another HS dealer is going to give me a price that is probably impossible.
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Since you asked.
I don't think you handled the situation "wrong". The guy sounds like a jerk.
However, I like Guzz's approach better. Engage the guy, rather than shut him down.
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It's only one spa and one customer that you didn't get....The sun will still rise and set tomorrow.
You did fine
The truth is that people who care more about price than customer service probably aren't a good fit for your company and your much better letting them go.
I know that's hard to swallow but you have to learn to pick and choose your customers for your sake and thiers. ;) 8)
The reality is that he will probably never buy a spa and will always talk about how he could have.
Having said that....
I would have had to resist the urge to ask him "How much would it cost in FL to pay someone to not show up at your door with a Baseball bat to train your poodle?" ;D
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We have had similar situations happen at our store. Some people are just unreasonable and there really isn't anything you can do or say to make them happy!!
You handled it perfectly though! You were polite and to the point. I know you probably felt like punching him right in his face but unfortunately we, as sales professionals, can't do that. >:(
Don't let it bring you down, your next customer will probably be a joy to work with!!
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Before coming to this forum, I didn't realize that there could be such a price difference in parts of the country. It makes sense to me now. But, I could see how an uninformed consumer could go into a store and say I paid x for this here and not realize the difference... especially if one state say had sales tax the other didn't. If one included all the extras of delivery and cover lifter and whatnot... plus just the regional differences. Obviously one wouldn't have to be a jack booty about it, but I could see someone thinking they were comparing apples to apples when really they were comparing plastic apples to apples.
My parents kept telling me they paid $3500 for their spa, little did I know that didn't include the cover lifter, delivery, start up chemicals, sales tax (they live in OR)... no wonder I couldn't find a comprable spa for the same price. If I added those things (to their price) I would be close to the ball park...
Anyway, the guy was a jerk so I think you handled it fine. If someone is just naiive, you might want to put kid gloves on. ;)
As for the sex offender thing... good for you for checking the registry. Not very many people I know do it. I check about every 6 weeks or so. I checked before we bought this house and even before I chose what preschool to send my son to as it was at a park. One park had 6 offenders with 3 blocks... we choose another school. We don't have any living real close, but there are 3 I think within 3 miles. I show my son the pics of the people and tell him if he ever sees the people not to talk to them and to go get an adult he knows immediately. I think that is a tough call on choosing not to do business with them... I'm non confrontational, so it would be hard for me to say I won't sell you a spa cause you molested your kids. I think I would have to just try and raise my prices so they wouldn't want to buy from me. :-/
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Terminator,
First things first, you could not have handled what was a very difficult situation any better than you did. You should understand that this "customer" might not really buy a spa from you or anyone else. He might be what we call a game player with nothing better to do and all day to do it.
There are 4, and only 4 reasons why people do not buy:
1. No time
2. No money
3. No confidence
4. No need
Of course these four basic objections can be expressed a lot of different ways, but all resistance to action can be fit into one of these four categories. So, which of these do you think is the reason that guy did not buy from you? He had time to come into your store. He might have a money problem, why else is his stuff in another state? He never gave you a chance to instill confidence in you or your store. Needs were not discussed, so there was no sales process.
My conclusion from your description of what happened is that the guy was not a serious prospect because he never gave you a chance to enter into a sales dialog. Forget about it and move on.
Regards,
Bill
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Guy sounds like a Mr. Know it all jack ass type. I think you would be better to not have his business anyway. I wouldn't sweat it. I think you handled yourself in a respectfull and professional manner.
Now then I think if you were to have had Tammy there sitting in a tub you would not have had the converstions you had. It would have more like this.
Florida guy: I'll take that tub with the hottie in it!
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Again, thanks to EVERY SINGLE ONE OF YOU for your input, I respect each of you and value your critiques. I realize I probably get testy from time to time and don't always come across the way I'd like to on this forum.
I would like to respond to each of you individually but today has been crazy and I am taking off tomorrow to take my daughter to the State Fair of Texas (we're playing hooky!)
Thanks again everybody!
Terminator
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Have fun at the fair with your daughter. Is your wife going to?
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Have fun at the fair with your daughter. Is your wife going to?
No, someone has to make a living in this family!
Actually, my wife is not as enamored with the fair as I am. She is 5' 12", refined, delicate, and mean as HELL.
I, on the other hand, LOVE the whole atmosphere. It reminds me of when I was a kid growing up in Dallas and going to see the exhibits, the car show, the midway, the fabulous carny folk. Now, I am going on a little fact-finding mission to check out some of the spa sales pitches. I have never done that before and am really anxious to hear how bad HotSpring Spas stink!
Will report on what I find Friday.
Terminator
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hmmmm So she is 6' 0" also.... hehehehhe ;D
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Actually, my wife is not as enamored with the fair as I am. She is 5' 12", refined, delicate, and mean as HELL.
Even in Canada that would be 6'
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There are 4, and only 4 reasons why people do not buy:
1. No time
2. No money
3. No confidence
4. No need
I like that...
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I like that...
Yea I always liked it too. I wish it were my original thought, but it is right out of the NYLIC sales training manual.
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Guy sounds like a Mr. Know it all jack ass type. I think you would be better to not have his business anyway. I wouldn't sweat it. I think you handled yourself in a respectfull and professional manner.
Now then I think if you were to have had Tammy there sitting in a tub you would not have had the converstions you had. It would have more like this.
Florida guy: I'll take that tub with the hottie in it!
If Tammy was there his wife my have assumed the roll of being the mean one. You did fine with your a## of a customer. It is hard to take when someone attacks for no reason. DON'T Sweat it move on. Most people are nice, a small number are a##'s ... Thats life
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Terminator
I think you handled the Floridian fairly. The only thing you shopuld have maybe did was give him stacies Phone Number Since he was looking for bs pricing in spas. She has an add in the local newspaper for her bargan new spas $1700.00 ;D lol
T6texan
Don't Sweat It Bro!
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Terminator
I think you handled the Floridian fairly. The only thing you shopuld have maybe did was give him stacies Phone Number Since he was looking for bs pricing in spas. She has an add in the local newspaper for her bargan new spas $1700.00 ;D lol
T6texan
Don't Sweat It Bro!
Better yet, you could have directed him to JA's web site. Sounds like a perfect match.
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Sounds like you did well and remained calm. That is all can be expected with some people.
One thing that does bother me however is one never sees MSRP anywhere on any site of major tub manufacturers. Like it's some Grand Mystery of the Universe. Web resources and print material will tell you everything else from jet functions to heater housings but never a base-line cost. Everything is speculation on mark-up pertaining to region, service alignment and market demand. Pretty subjective pricing policies across the board, I'd say. That's like car dealerships charging less in Tennessee than Ontario because we have metal eroding salt to remove our snow and the plant is 50 more miles away - or fridges are less in Canada because our Igloos are already so cold. I can't think of any other business that does this off-hand except for tradesmen and contractors.
A reference shopper is always in the dark about fair or added value and prices seem to vary wildly. This is one situation where if there was listed prices, a conflict/resentment like this could be avoided.
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Have the same situation all the time and does not bother me at all. Just make sure your service department flags him if he call for serice.
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sound like you were very nice. i couldnt have been that nice. i think i would have just walked away from him earlier, or maybee got him to turn around to look at something then slap him pretty hard on the back of his head. was he with anyone? because that only works if they arent.
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I think you handled it great, you can't sell to everyone. My wife and I we’re at a home show when we first started looking for a spa and there were about 30 different companies and over 100 spas there. We looked around and after the barrage of used car salespersons’ type people pointing out the TV, stereos, and waterfalls versus the spa itself we happened upon the local HS dealer.
The first thing they mentioned was that HS spas aren’t cheap, well more expensive that anything there. We were surprised at the price compared to the others also. After talking to the HS dealer they sent us out on a fun scavenger hunt and to tell the other places we were interested in HS and see how they compare themselves. The only thing that they could say that was better than HS spas was in the amount of flair (TV’s, pop-up speakers, etc.) attached, not the spa.
Some people yell and scream because they are stupid and subliminally think that the louder and more of a commotion you raise, the smarter you are. A good part of my family live by that. You probably caught him off guard with the price and that’s his way of dealing with a situation that was out of his hands.