Kit L.

Chelsea at BJ Pool and Spa told my wife they would do their best to get a new hot tub installed for Thanksgiving, when family was visiting. As we got closer to the date, it looked more or less impossible. This was disappointing, of course, but that would be the end of the story. This is our first interaction with BJ Pool and Spa. Nothing particularly unusual. Well, what Chelsea managed to pull off was pretty spectacular, so I thought I’d share: She communicated with us along the way, explained in different conversations why the installation would be delayed. She expressed regret and was apologetic. Then, she got creative and found a solution, on her own, which involved a number of people all pulling together – at various steps in the chain. We were really pleasantly surprised when she and a whole crew showed up early the Day after Thanksgiving, with our hot tub, ready to be installed. She was not looking for kudos — far from it. She was apologetic for being a little late! This is unusual. Service businesses that go out of their way to offer good service are unique!