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Article: The main man: Jim Van Fleet took customer service to a new level and saw his hot tub store's profits soar. (People).
- Article from:
- Pool & Spa News
- Article date:
- June 20, 2003
- Author:
CopyrightCOPYRIGHT 2003 Hanley-Wood, Inc. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Sure, Jim Van Fleet loves his job. But he really loves his customers. Besides being good for the heart and soul, that affection also has had a positive effect on his bottom line.
Van Fleet has been in the hot tub business nine years, a youngster compared with many industry retailers. Yet, with sales in the $3.9 million range last year--up from $200,000 when he bought the business in 1994--he is one of the most successful.
What's his secret?
The key is unlimited accessibility. The owner of Mainely Tubs in Portland, Maine, includes his home phone number in the outgoing message on his store's answering machine.
That may sound extreme, but ...