In Control of Yelp and Online Reviews

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In this conversation, the hosts discuss various aspects of customer service in the pool industry, including the challenges of dealing with difficult customers, the importance of service industry experience, and the impact of online reviews, particularly Yelp. They share personal anecdotes about customer interactions, the significance of communication, and the role of attitude in both teaching and learning. The discussion also touches on the complexities of consulting and the potential for homeowner rating systems. In this conversation, the speakers discuss various aspects of running a successful pool business, including the benefits of joining the California Pool Association, effective communication strategies with clients, handling negative reviews, and the importance of transparency and collaboration in the industry. They also touch on the hiring process and the significance of vetting employees to ensure a trustworthy team.

takeaways

• Wayne is back and feeling better after being sick.
• Customer experiences can vary greatly, with some being positive and others negative.
• Service industry experience is valuable for understanding customer behavior.
• Communication is key in managing customer expectations and interactions.
• Yelp can be beneficial but also has its drawbacks for service providers.
• Setting clear boundaries with clients is essential for a healthy working relationship.
• Teaching experiences reveal the importance of student attitudes in learning.
• Online education presents unique challenges compared to in-person classes.
• The conversation highlights the need for better homeowner rating systems.
• Attitude plays a crucial role in both customer service and education. California Pool Association offers valuable resources for pool businesses.
• Effective communication can prevent misunderstandings with clients.
• Handling negative reviews requires a strategic approach.
• Transparency with clients fosters trust and loyalty.
• Asking the right questions can help identify potential issues early.
• Building relationships with clients is essential for long-term success.
• Collaboration among pool professionals can enhance the industry as a whole.
• Vetting employees thoroughly is crucial for maintaining quality service.
• Mistakes should be acknowledged and addressed promptly to maintain credibility.
• Creating a positive work environment encourages honesty and accountability.

Sound Bites

• "Yelp can be like the best thing in the world."
• "I want to grow my pool inspection business."
• "I don't like doing one-on-one classes."
• "Don't tell me w

LaMotte Company
LaMotte Company is a leading manufacturer of water quality testing products & pool test kits

CMAHC
The Council for the Model Aquatic Health Code promotes health & safety at public swimming pools

California Pool Association
Pool Industry Trade Organization

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