November 10, 2012
Customer Feedback: Customer Anthony R. fromLitchfield, NH stated that his general shopping experience with us was Excellent. “Knowledgeable sales reps, very friendly.” Did any of our team members do an unusually good job? “Patrick was a big help with some issues we had with our Aqua Comfort heat pump. Trina was very helpful with choosing a robotic cleaner.” Sales help, operations, communication, and products were all rated Excellent. Pool School, in-store advice, and free water testing were also rated Excellent. What do we do really well? “Share knowledge, make running a pool easy.”
► Advertising and weekly specials continue from last week: “Entertain at Home”. Monthly department sales also continue. November’s sign color is gray.
► We had 23 One-of-These awards in October: 3 for customer service. Finalists were Stephanie, Tod, Joe, and Anne-Marie. All of the finalists shared a trait: initiative. In each case, they noticed something that needed attention. They fixed it or got the proper person to fix it. In each case, it took keeping their brain attached to their eyes; then caring about getting things right. Owner’s Choice was Joe, and the drawing winner was Anne-Marie. Thank you to our finalists and thank you to all.
► From Victor: We can all help out. If you notice we are low or out of a supply, go to the supply rack and re-stock the item (such as toilet paper, air freshener, copy paper, paper towels).
► The “Preparing for your hot tub delivery” form has been revised with specific questions and places to draw the delivery and cover lift installation. Joe and Paul have been finding customers upset that they did not already know how to install the lifter and face the tub. Obviously, it becomes much more difficult for the customer to describe all of this over the phone. Please learn how to use the revised form right away if you sell spas.
► We have revised the cover lift signs and “The Complete Spa Package” to give you clearances. Another thing that’s better to know when it is being purchased, than when a hot tub is being delivered.
► Congratulations to Tod and Lynn on getting married Saturday, November 10th. Tod is SO LUCKY!! May they live long and prosper.
► A big thank you to everyone for your help at the SVCC Open House. It was extremely successful. As I hoped, we were able to impress a large number of people with our quality and the quality of our team. Jeanne and I spent the night accepting compliments from people who had taken a tour, on how great our people are, and how well we take care of them. In particular, how lucky we are to have Stephanie. Seriously – at least ten people raved about Stephanie!
In particular, thank you to Anne-Marie and Rose for shopping. Victor got the bar up and away efficiently. Mia, Stephanie, Kristine, and John studied the tour seriously and gave it the attention it required. And Patrick was everywhere, getting everything set up and down. There is no amount of money that we could have spent that could have given so many people such a deep impression of us. Thank you all very much.
► Least Competent Criminals from The Hippo:
Not Ready for Prime Time: (1) The thief who snatched the brand-new bike from Wheelworks in Belmont, MA, in August got away, but police saw surveillance photos of him when he returned to the store two hours later and asked to see some locks (presumably so he could secure the bike he had just stolen). Incredulous employees gave chase, but the thief ran faster. (2) Kristen DeCosta, 30, was charged with 17 recent burglaries around Somerset, MA, in August. According to Police Chief Joseph Ferreira, DeCosta is perhaps the only perp ever not to understand that, since she was wearing a GPS ankle monitor (from an earlier arrest), all 17 break-ins were tracked.
► Don’t Mess With Children: A little girl was talking to her teacher about whales. The teacher said it was physically impossible for a whale to swallow a human because even though it was a very large mammal its throat was very small. The little girl stated that Jonah was swallowed by a whale. Irritated, the teacher reiterated that a whale could not swallow a human; it was physically impossible. The little girl said, “When I get to heaven I will ask Jonah”. The teacher asked, “What if Jonah went to hell?” The little girl replied, “then you ask him”.