Passing The Passion This Season

Memorial Day weekend is upon us and in the past several weeks I have had the opportunity to meet with several individuals I consider both friends and industry icons.  Every conversation centered on a discussion of where our industry is headed this season.  In many ways, we find ourselves where we were a decade ago; competing with a variety of leisure-time activities that tend to siphon discretionary dollars that could be invested in the total backyard environment.   On the other hand, we are standing on the threshold of a new and exciting opportunity this season!  The opportunity to use new channels of communication in social media to reconnect with our existing customers who will help us connect with new customers.  Those same channels allow us to educate the public on new technologies available for our pools.  Most consumers are totally unaware of the last decade of changes in our industry and how these technologies have impacted the swimming pool experience.

The industry icons I  met with, over the past several weeks, share a passion for their work.  They live it daily, passing their passion to all those who cross their paths.  I challenge you to go into this season doing the same.  Show your customers your love for your product.   Explain to them the benefits of converting their backyard into the resort their families will "live in."  Our industry has the power to positively impact so many families this year.  Let's all keep our focus on passing the passion this season!

It's Not What You Say But HOW You Say It...Customer Experience WOW

The WOW Factor in Customer Experience

Heading home from Seattle, I got this sinking feeling when I was checking in for my Continental flight back to Austin when the terminal check-in kiosk message read "No record found." I had been wondering why the automatic "Check in for your flight now..." email hadn't arrived..but assumed it was because I changed my seats at the counter in Austin. It suddenly occurred to me that I might have a bigger problem, that I might just be at the airport on the wrong day. In over 50 years (literally) of flying it would be a first for me...but as they say "There's a first for everything."

I quickly searched for my itinerary on my Android, and sure enough, instead of 4/13 the departure date was 4/14. Oops. You might be wondering "C'Mon Dave, you've traveled before...didn't you look at your itinerary? Answer, "yes, but..." My 30-day travel schedule is as follows: Seattle, San Francisco, Delhi, Mumbai, Toronto, Amsterdam, New York, and then Chicago. All travel is on Continental, btw.

I walked up to the counter, where Continental agent Trini M was standing. She asked "How can I help you." I explained that I had specified the wrong date when setting up my travel (in other words, I took full responsibility for my mistake). I asked Trini what my options were. She smiled, pressed a couple of keys, and handed me boarding passes for the same flights, today. No fees, no questions. Just a smile. As I stood there not knowing what to say (other than "Thank You," which was immediate) I asked if it was normally this easy.

 She said "No. I just did it for you you." 

A friend sent me that article & I re-read it often. It always leaves me with one thought..."WOW"!

Think about the customers you have the opportunity to interact with today & sieze those "WOW" opportunities!