November 2023 • Florida Pool Prosm 15 wrong with telling the truth, right? Or maybe so? An “honest” mistake can cost money. Do we build that into our proposal? The customer would likely expect that we would be financially responsible to pay for even an honest mistake. We can meter how we are interpreting expectations with feedback from the customer to understand if we met their expectations. Many companies use surveys. After a service is performed, an email or text message automatically transmits to the customer asking about their experience. I’m old fashioned, and I like to just send an email every now and then to a new customer asking how we are doing. I get honest responses with details that way. They will tell me how they feel and if they expected certain things that did not happen. It is a more personalized response, and sometimes the customer surprises me with criticism I would never expect. After processing that, I usually realize they are right, and this information is very helpful for overall improvement. I don’t think we fully understand how much our customers expect from us. The truth is that most people have high expectations, even when paying a small amount of money. It is hard to meet these expectations. And we really should be trying to supersede them. I regularly tell myself to keep trying and don’t give up! THE SCOOP ON SERVICE What might be heard at Mount Rushmore about Salt Water Pools... I keep the pH in the correct range. I add conditioner as needed, honestly. I check the salt level and only use AQUASALT. I clean the cell every 2 to 3 months of use. 7.5 x 4.75 Florida Pool Pro
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