To whom it may concern,
Let me apologize in advance for the length of this email, there is just so much that my husband and I wish to convey to you both.
We wanted to take a moment to compliment several of your employees, with the hopes that they will be acknowledged for going above and beyond with their knowledge of your product, their professionalism, and their excellence in customer service. You should be both proud and confident knowing you have employees such as these ones representing your company and products at the first point of contact with the customers. I am speaking of Cameron and Andrew from the Barrie store, and Kerri from Delivery and Installation. These are the people we have had most of our dealings with, but it should be mentioned that we are extremely satisfied with all employees we have dealt with at the Barrie location when attending for concerns, merchandise, chemicals, water testing, etc.
We purchased our first hot tub in September from Cameron, but also had several dealing with Andrew during the decision making process. At that time the store was retailing the Arctic Spa and Coyote line of tubs, and we purchased a Coyote Tuscon. I am sure I do not need to mention how difficult it can be committing to such a large purchase when you have had no previous experience with the product. Both Cameron and Andrew were extremely knowledgeable and helpful during the entire experience. They were able to answer all our questions, and put our minds at ease with regards to all our concerns. Once the purchase was finalized, we moved on to our dealing with Kerri to coordinate the delivery and installation. We were also extremely satisfied with her understanding of our situation and concerns, her level of professionalism and services, and how accommodating she was with our schedule.
At the time of the purchase, we were aware of the transition that was to occur with the Barrie location. A week after our delivery, I attended the store for my first water test, and the store had been converted to a Jacuzzi retail outlet. From that point on, our curiosity began to get the best of us, and on several occasions we would check out the Jacuzzi line of tubs on our visits to the store. Cameron, Andrew, and the other employees immediately had an excellent knowledge of their new product line. Although the Jacuzzi product had their full attention, confidence, and support, they remained professional and did not take a negative approach by bashing the other lines of tubs. They spoke highly and positive of their new product line, and it is that knowledge and confidence in the product that sells it over all others. A sale is better made by a professional and knowledgeable approach to promoting your own product, and showing the level of quality it is, without bashing the competition in an attempt to lower the consumers view of it.
Over the past six months, we have learned a lot about out hot tub, others on the market, and how a hot tub fits into our lives. At the time of our first purchase, we were very apprehensive, and were not willing to commit to a higher priced hot tub. Cameron and Andrew were very supportive of our decision, and did not pressure us otherwise. It was our apprehension along with our financial situation that prevented us from purchasing a hot tub of higher quality. Our Coyote Tuscon has served its purpose, but we have had some issues with it and the company, and are somewhat disappointed with the situation. During many of our visits to the store, Cameron and Andrew remained very helpful in assisting us with many of the issues we were having with our tub even though they know longer carried the brand. Again, very professional, and extremely considerate for them to do that. We were very grateful to them for assisting us.
We have now recently just purchased a Jacuzzi J-470 hot tub from Andrew. Yes, I know, one extreme to another, from the Coyote to a Jacuzzi. As first time buyers, this just was not a decision we could commit to in the beginning. However, over the past several months, thanks to Andrew and Cameron, we have become very familiar with your product line, and we have learned how a hot tub fits into our lives, and how much we will use and enjoy it. They have helped us better understand and respect how the price directly reflects the quality of the product, and the support you receive with it. Andrew and Cameron worked together with us with our second purchase to alleviate some of the financial impact we were experiencing from the trade in of our lower quality hot tub on a high end top of the line Jacuzzi model. Although the financial commitment for us is still a very difficult one at this time, we are more than satisfied with the numbers they were able to approve on trade in and the purchase price. Then once the purchase was finalized, we again dealt with Kerri in Delivery and Installation. Kerri was just as professional, understanding, and accommodating as she was during our first purchase. Once she learned that we were having visitors at our residence in the near future, she did everything she could to arrange the delivery of our new tub so it would arrive prior to their visit to allow us to enjoy our new tub with them.
I hope you have both taken the time to read the entire contents of this email. I know it was long, but there was much we wished to explain and express. We are extremely happy to be a part of the Jacuzzi family of hot tubs, and hope to get many many years of enjoyment and satisfaction from our recent purchase.
Janet and John Trichilo