Hot Tub & Swim Spa Scene SPARES & REPAIRS
ABOVE: The North Spas team specialise in spa maintenance and repairs.
technician Dave Pearce, who is responsible for the ordering of parts and liaising with customers.
“Our technicians always call the customer ahead of their visit
to confi rm an ETA. During the phone call they ask if the customer requires any chemicals or fi lters and often the customer will request either sanitiser or test strips. A small gesture like this over a week where up to 15 repairs could be carried out all contribute to maximising revenue of visits,” says David.
BUILDING RELATIONSHIPS
The spare and repairs market requires effort in maintaining your relationship with your customers, but understanding them and knowing what would suit them will reap rewards in terms of repeat business and new business from strong recommendations.
“We take the after sales part of our business very seriously. Parts, accessories and customer care is serious business,” reveals Christina Clarke of the Hot Tub & Swim Spa Company.
“Getting it wrong can be costly to your business and reputation, but getting it right can ensure happy and long term customers for years after you have sold the hot tub.” The Hot Tub & Swim Spa Company has seen major growth in the maintenance side of the business and since 2015 has had a dedicated after sales team of fi ve members, headed up by a customer service manager. Each engineer travels in a stocked van, to ensure quick and effi cient visits.
Says Christina: “Statistically we carry over 90 per cent of spares in stock. This is a real cost to our business but ensures happy
ABOVE: Spa spares, repairs and maintenance contracts are the lifeblood of many spa companies, ensuring a steady income stream throughout the year.
ABOVE: The spares and repairs market requires retailers to maintain relationships with their customers to repeat the rewards of repeat business.
Hot Tub & Swim Spa Scene SPARES & REPAIRS 29
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