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POOL & SPA INDUSTRY


Offering The Complete Package


UNBEATABLE CUSTOMER SERVICE COMBINED WITH A COMPREHENSIVE SERVICE IS THE KEY TO SUCCESS FOR MIDLANDS BASED COMPLETE SPAS


Due to the hotter than expected summer,


it’s been a busy year for Complete Spas with the company seeing a substantial jump in the number of visitors to both of their premises, mainly in respect of chemical purchases but also the sales of spas has increased too due to the flexible finance agreements which helps our customers and allows them to spread the payments.


The Worcester city centre roof terrace installation won industry recognition


W


ith sites in Blackminster, near Evesham and Solihull, BISHTA members, Complete Spas are the largest independent


supplier of hot tubs in the Midlands. The company are authorised dealers and service engineers for both Marquis Spas, Elite Spas and Artesian Spas and they provide a unique service within the hot tub industry by being able to offer the complete service – from finding a customer’s ideal spa through to installing the base and electrics – all with their own in-house team.


The company has been trading for seven years and both of their showrooms are run by husband and wife team Pete and Rachel Grinnall, along with the expertise of their spa engineer Steve Miles.


The two showrooms that the company operates are quite different. The Blackminster showroom is located in a character filled Victorian building (previously owned by the chocolate makers ‘Cadburys’) on a developing enterprise village which has thirty other businesses. In complete contrast, the Solihull showroom is housed in a purpose built unit at Earlswood Garden & Landscape Centre. Both locations feature spas on show in an indoor environment but each year the company


www.swimmingpoolnews.co.uk


displays their products at the shows they attend and once again this year they will have one of their spas outdoors during the busy five week Christmas fair at the Earlswood site. “Rachel is always overhauling the showrooms, I’ll pop out to do an install or service call and when I come back I have a new showroom,” says Peter adding: “We like to replace the floor display and move on every six months, none of this new in for the new season rubbish, we’re open all year and like to keep things fresh. It may be the first time that a customer has seen them but we see them everyday and we need to keep the enthusiasm bubbling.”


Helping customers is very much a reoccurring theme and one that has served the company well. “We have just invested in a new TV system that we can stream straight from our devices meaning that we can show customers things on the net, pictures or just about anything. I am also doing a series of short videos answering a lot of common customer’s everyday questions,” says Pete. This dedication to their customers has resulted in one of the company’s ‘claims to fame’ after they were voted the ‘Most Loved Hot Tub Business’ for four years running after internet users recommended the company for it’s unbeatable customer service. The online initiative was organised by TheBestOf (UK Business Directory) who ran a nationwide poll. Speaking about the accolade, Pete said: “It is fantastic to know that we’re getting our customer care so right and it make all the hard work and long hours worth while.” That same dedication has also seen the company rewarded with recognition from the industry. In 2012, they secured a runners up spot in the ‘Best Residential Hot Tub Below £5,000 (Inc VAT)’ category at the annual BISHTA awards for a spa that was installed on a roof terrace in Worcester city centre and which involved a crane plus a great deal of planning to ensure minimal disruption. In addition, the company was also awarded the accolade of ‘Best Hot Tub or Spa Installation’ at the 2013 UK Pool and Spa Awards. With two successful showrooms, the company does not currently sell their products online as like many, they feel that the internet is price driven and they pride themselves on providing that ‘personal touch’ to their customers with the service and expert knowledge that they can provide. Something that has clearly served them well over the last seven years!


Complete Spas 01386 831446 www.completespas.co.uk


Pete and Rachel visiting the


Marquis Spas factory in the US


“DEDICATION TO THEIR CUSTOMERS HAS RESULTED IN ONE OF THE COMPANY’S ‘CLAIMS TO FAME’ AFTER THEY WERE VOTED THE ‘MOST LOVED HOT TUB BUSINESS’ FOR FOUR YEARS RUNNING”


SPN December 2013 35


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