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An industry pro went on Facebook to find a "customer" writing negative comments on her company page — but they were never a customer to begin with! Should she speak up and defend herself or simply keep quiet? Industry pros share their insights:
Paige Pruett-WichernPruett's Pool and Spa | West Plains, Mo.
"What would you do if a 'customer' is publicly posting untrue comments about your company on Facebook?"
April HasanBackyard Resorts Pool, Patio & Hot Tub | Cambridge, Ontario
"If you literally do not know the client at all, just politely answer. Explain that this name does not show up in your database. Say you are sorry about the bad experience, but it is possible they are referring to another company, but you would be happy to see if you can help. If you know the person, state the truth. 'I am sorry to hear you are upset, however, we do not have a history of service with you. Contact our office as we would be happy to discuss.'"
Alex WardSears Pool Management Consultants | Atlanta, Ga.Note: Alex is an attorney but is affiliated with Sears Pool Management Consultants.
"If you have responded politely and she continues to post false reviews, send her one last stern message advising that if she fails to remove the false material, you may seek legal action for defamation. This is not official legal advice and, as with all legal matters, I recommend talking to an attorney versed in these matters."
Shannon SellersJeff 's Pool & Spa | St. Marys, Ga.
"I've learned my lesson on this topic and never ever will I respond to a comment in a public forum on Facebook regarding someone bashing our company."
Shannon shares her story: "A couple years ago, I posted something on a public Facebook page, and not everyone liked what I posted. [Ed. note: Because the post was public, more people saw it than she intended.] These people started publicly bashing my company, even though we never did work for them. We were left with several negative reviews about our company on Google and Facebook in reference to my personal post."
Lenni WaltonPremier Pool Group | Mississauga, Ontario
"Confront her in a professional manner."
You're most likely well aware of the basic email marketing concept. If you aren't, here's a simple, watered-down version: The goal of email marketing is to build a list of email addresses, including past, current and potential customers, which is used to send newsletters, discounts or general sales offers with a goal of gaining new business.
Most of you already do that, which is great. But...that's just scratching the surface of what your email list can do. Here, we will share a...
Ask anyone involved in advertising, marketing or public relations what the hardest part of their jobs is, and it won’t take long for them to mention measuring success. If a customer has a single ad playing on the radio during rush hour and sales go up, even an intern can write a report detailing the campaign’s worth. But it’s usually not that simple.
Hot tub dealers, for example, might advertise on radio and television, send direct mail to targeted customers, put inserts into Sunday...
Believe it or not, social media outlets aren’t just for posting vacation pictures and making people feel uncomfortable with your political rants. It’s been proven time and time again that these social vehicles can also help you sell more products and improve customer engagement, which can set you up for improved sales in years to come.
We’ve turned to the experts to explore the social media secrets that can help hot tub dealers move more of those big, bubbling gateways to relaxation...
Wait a minute, wouldn’t the hot tub melt from the water?
Well, frankly, yes. But the fact of the matter is, a couple of YouTubers made a hot tub entirely of ice — no plastic molding or steel wires holding it together, just the solid form of water. As you can imagine, it was not long-lived and it required a lot of effort to make. But it worked!
To make the ice hot tub, Finnish couple Lauri and Anni Vuohensiltas filled a 500-liter barrel (approximately 132 gallons) with water...