t wrote on 03-27-2012

disrespect, constantly interrupted by Ed

I had been looking forward to meeting with someone at KP&S to discuss having a pool installed in my yard. My first contact, with Heidi, was a pleasant experience where she asked for some information about my needs. My second contact, with Ed, was less than business-like as he spontaneously interrupted our phone conversation to have a Hi How Ya Doing conversation with another person while I was made to wait. The third contact displayed terrible customer service: 1. Ed was more than half an hour early, not allowing me the time to prepare my yard as I had wanted to. 2. He interrupted me constantly. Someone good at customer service allows the homeowner to invite you in (to the yard) and introduce you to it, and to their ideas. Sure Ed knows more about pools, but the client knows more about their yard. Allow the client to feel that you understand where they're coming from, and THEN talk about what you can provide. 3. When I tried to explore why my city ward office had told me a pool edge could be 4' from the property line and Ed said 6', Ed derisively said, "well when you figure it out let me know". I can not work with someone with so little respect for a potential client. I thanked him for coming and said that I wouldn't be working with him. 4. As he got in his truck I called his name, but he ignored me. I stood beside his truck waiting patiently as he put on his seatbelt, but still he ignored me, and drove away. Note that my demeanor was calm. It was an experience I will be sure to tell everyone I know.