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SPN FEB 2012 Pool&SpaIndustry
www.swimmingpoolnews.co.uk
JON PENNINGTON – A PASSIONATE REPAIR MAN
‘Service your customers properly and keep it local’ is Jon’s business mantra
J
on Pennington has a number of strong views when it comes to the work ethic behind his Nottingham based hot tub repair business.
One of the strongest is “service your customers properly – and keep it local”.
Jon, who heads the family run Hot Tub Repair Man business, only operates on a strict 30 mile radius around Nottingham.
“I think it’s important to keep things local – do what you do and do it very well. I guess it’s what our parents would describe as cutting your cloth accordingly.”
Jon heads up the independent, family business which is run with the customer always at the forefront of his thinking.
“Communication, training and information – those are the words I run the business by. Educating the customer is really important so that he knows the basics of how things work and what to expect.”
Jon trained as an engineer in San Diego, California working to the highest industry standards imposed by Watkins Manufacturing, makers of the Hotspring spa range. He says the standard of his training was at the highest level and he has put it to good use. He also speaks enthusiastically about the work now done by hot tub trade association BISHTA. “As a very small company the best thing I did was to go on a chemical training course run by BISHTA. It was taken by Howard Gosling and was exceptional – informative and accurate. The courses they run are in general very highly regarded.
“Membership of BISHTA has always been important to me. In recent years they have got much better with their information going out to members, information which smaller businesses
find essential when it comes to things such as delivering chemicals. It’s important stuff when you are running a small business.
“I find the members section on their website and the members search facility a good innovation.” He’s also believes in the value of social networking sites.
“OK, they won’t sell more hot tubs for you but it’s about experiences on what’s going on in the market with people. It means I can share things with like minded people in Scotland, Wales and Cornwall. It helps the industry become stronger in general and I don’t know why we haven’t done it before.”
It’s similar he stresses to the informal network which has been set by qualified technicians all over the country.
“We talk to each other about experiences and knowledge and it really helps.”
He insists his business provides first class servicing, repairs and equipment at very competitive rates.
“Price is very important to customers and it is essential to give them good value for money by keeping call out charges realistic. If you haven’t got the right pump on board then it could be a second visit and a second charge. That’s why we keep our vans fully equipped for almost any problem. It’s also why I’m strict about the 30 mile radius. I know I can look properly after anyone in that area and that’s important to me.” Hot tubs, he says are coming of age. “I’ve seen the number of hot tubs being bought in this area dramatically increase.” He believes in general that the hot tubs imported from China are just as reliable as US made versions.
“I don’t have a problem with them. I’ve had US
components burn out which I’ve never seen on a Chinese product. The standards of engineering are just as high and often at cheaper prices. “I think in these tougher times Chinese hot tubs are keeping the industry afloat with their affordable prices.”
Educating his customers is another of Jon’s passions.
“We should be teaching customers to understand hot tubs more than we do. It’s a bit like looking under a bonnet of a car. You do it regularly and you find out what’s going on.” Circulation pumps and heaters are top of the list of things which mostly seem to go wrong but if there’s one thing he would ask of hot tub owners it is, he says, to fit new filters regularly. “I’m known as being passionate about what I do but in the end it’s all about the service to customers.
“All hot tub engineers should be Part P trained and training should be compulsory for anyone giving advice in the hot tub industry. That way we’ll always have a great reputation with the customers and the business will benefit.” spn
i FOR FURTHER INFORMATION
F HOT TUB REPAIR MAN ( 0115 871 5419 :
www.hottubrepairman.co.uk
“As a very small company the best thing I
did was to go on a chemical training course run by BISHTA. It was taken by Howard Gosling and was exceptional – informative and accurate”
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