RETAIL FOCUS O-CARE IS A
HASSLE-FREE water maintenance system for customers.
“HOT TUB RETAILERS ARE GUILTY OF SELLING THE HAMBURGER AND FORGETTING ABOUT THE FRIES.”
- Roel Fassbender, O-Care
Phones and Tablets. All the marketing bells and whistles are linkable to individual dealer websites. Ultimately this has enabled the customer to self- help and solve water issues in a step- by-step format. “The customer can make purchases on-line, from a dealer they know and trust,” Roel points out. “It gives users more confidence, less hassle and makes their hot tub experience more enjoyable. Through the subscription sales
techniques, Roel predicts dealers can triple turnover, year-on-year on the O-Care product. He says the best time to promote O-Care is at the time of the hot tub purchase. “Customers trust you with a £10k hot tub purchase and then go elsewhere for a £10 chemical sale,” he points out. “Seize the moment by offering an easy way into the O-Care water treatment programme,” he urges. Best practice techniques, already borne out by key UK retailers like Cornish Hot Tubs and 1 Stop Spas include basic principles: • A free O-Care box with any new hot tub
• £5 Product discounts – recommended from £79.90 to £74.90 per order
• Automatic roll-over delivery every three to four months
• Extended Warranty Plan as pumps and heaters have increased longevity
• Commission for staff members for selling O-care subscription… Those retailers are reporting a 76 per cent customer retention on
20 WINTER 2021
subscription compared with 51% without. System sign ups, they report, can quickly climb from a 48% success rate.
“The more you automate systems, the easier life becomes,” advises Richard Hart. “You email customers a week before they get their spa delivered advising they are going to receive a free gift. “The O-Care starter kit lasts about a month, so we email them automatically a few weeks later. The subscription plan is working so well, we are way about 50% sign up,” he shares with 1 Stop’s Chris Brady revealing their figures are nearer 85%. HOLISTIC APPROACH There is a feel-good holistic feeling around O-Care; a company that
donates $2 dollars per box of O-Care to the charity,
water.org. Those donations cover two years of clean water for a needy individual. But profit is not a dirty word for O-Care and its worldwide trade following. “As we are constantly reminded as
retailers, we are guilty of selling the hamburger and forgetting about the fries,” says Roel. “We can help you secure repeat
business, maintain customer-company relationships while increasing your customer loyalty, retention and repurchases. “When you are in touch with your
customer every three to four months through O-Care, you know, the first one your customer is going to call for a new product, is you.”
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