Hot Tub & Swim Spa Scene SPARES & REPAIRS
ABOVE: The North Spas team, based near Durham, aren’t afraid to get their hands dirty!
pool parts so that we can offer more complimentary products to our trade customers, many of whom are involved in swimming pools as well as spas.”
Last year Hydrospares launched its Trade Plus membership scheme, which gives loyal customers free next day delivery on orders over £35 and loyalty points, which convert to a further discount on future orders.
CUSTOMER SATISFACTION
“The scheme was initially slow to take off but now that the word is getting about we are seeing a marked increase in take up as our customers start to see the benefits to their business,” says Rosie. “Our business is very much the distribution of spa parts and equipment so we rely on spa repair companies and pool engineers all over the country who actually go out and repair spas and hot tubs.” She continues: “We don’t have any service engineers out on the road ourselves, we leave that side to our customers, but our in house team of engineers are able to give product advice and guidance and over the years this has proven to be very helpful to our customers.” To that end, the introduction of the online chat function on the Hydrospares website has increased the level of enquiries so much so that the company has recently taken on a new customer service advisor to keep up with demand.
Says Rosie: “Our website is mobile -friendly which means engineers can check prices and availability whilst they’re out on site repairing a tub, they can simply use their smart phone or tablet. We are still planning to launch a printed catalogue in order to
ABOVE: Spafix specialises in spa and hot tub servicing, repairs, maintenance, installation, relocation, spare parts and system upgrades.
complement our online presence as there are customers who prefer a paper catalogue, so that’s still in the pipeline.” One-off repairs and maintenance contracts are the lifeblood of many spa companies, ensuring a steady income stream throughout the year. Spa repairs account for around 30 per cent of North Spas’ overall business and the company finds it an invaluable means of staying connected to its existing customers and maintaining a long term relationships.
An example of this in 2012 North Spas repaired a hot tub for a new customer that had purchased the unit online. The team replaced the pump, heater and several jets, as well as servicing the tub. Three years later, the hot tub developed another fault, so the customer returned to North Spas to part exchange his spa against a brand new Artesian model. “In 2015 we had a 17 per cent increase in hot tub sales. As the amount of sales increase it is inevitable the demand for repairs will also increase,” comments North Spas Director David Mason.
ESSENTIAL INVESTMENT “At the start of the year we decided to invest in our repairs team by recruiting two new members. Davey Wright and his son Tom Wright who have just completed their BISHTA training and are already proving to be great additions to the team.” The North Spas repairs team is led by Ryan Mason, who has seven years’ experience in the hot tub repair industry and is regularly assisted by the ‘Hot Tub Guru’ Gareth McKerchar from Artesian Spas. The team also includes Dean Cuthbertson, a former HGV Mechanic, who is now training to be an electrician and finally
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