After 28 years of leading APSP’s efforts developing technical standards, Carvin DiGiovanni has...
In a win for brick-and-mortar retailers nationwide, the Supreme Court of the United States...
It’s an idea that could potentially change how people regard the aquatic design profession —...
When you’re selling hot tubs, you’re dealing with customers making a big investment, who often bring big expectations to the table. Sometimes, they might show up with significant problems or complaints. You get to control how that conversation goes by the way you respond. My advice: Hear them out and thank them for their input. Even if you can’t immediately solve the issue, you can maintain a positive relationship.
The first step is to listen actively — not defensively — to what they have to say. Put yourself in their shoes and consider how you’d like to be treated when you’re sharing a concern or a complaint. Your full attention, sense of calm, and desire to make things right will defuse their negative emotions.
The real magic, however, comes when you simply say: “Thank you for asking” or “Thank you for bringing this to our attention.”
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Those simple phrases can practically change the weather. You prove that, above all, you appreciate the customer and put their interests first. Common courtesy, like common sense, is not always common, but in my experience, it’s always effective.
When you treat the customer that way because you really mean it — don’t try to fake it — they will value your character and your company even more. You establish a shared perspective with the other person: No matter the situation, there’s room for mutual respect.
This is far more fruitful than the typical “no problem” you often hear these days. The customer came with a problem — it’s an insult for you to say there’s no problem. Instead, treat them with respect, thank them for sharing, and when they thank you for listening and responding, say, “Our pleasure” or “You’re welcome.” The relationship will be stronger than it was before the issue arose.
For longer than I care to admit, the design snob in me has looked down my snooty snout on portable spas, or hot tubs, depending on the preferred terminology. (For this discussion I'll use my favorite term: "spas.") By whatever label, portable vessels that contain hot water were for many years more of a clunky appliance than part of the landscape, at least to my eyes.
It's fair to say that comfort and hydrotherapy, rather than aesthetics, have long been the driving element behind spa...
We always say that pool construction tracks closely with housing starts, and historically that has always been the case. But is that still true? And are there other economic indicators that are as correlative with the state of the pool industry?
Indeed, pools have tracked with housing starts. But then, in 2011, things began to change. Starts stopped prompting pools. Moreover, two new indicators began to explain a lot of things about the floundering pool business.
Here at AQUA, we spend a lot of time discussing the in's and outs of your work life, but what about life outside of work? On our Facebook page, we asked you to tell us about the hobbies and passions you enjoy off the clock. We got a wave of responses that included everything from motorcycling to music to statue making!
Have a hobby you'd like to share? Send photos to read more
For landscape lighting designer Scott Armusewicz, Jr., it's all about discovering possibilities after the sun goes down. As lead lighting designer with Hamptons Landscape Lighting (Southampton, N.Y.), Armusewicz says he's always on the lookout for opportunities to create unique effects while also being sensitive to the client's needs.
"It's all about finding that unique piece that will give the client something special, but at the same time give them exactly what they're looking...