Don't hit the install wall: five key spa installation questions that will keep you out of hot water - Close Up Spas

Pool & Spa News, July 25, 2003 by Lisa Lieberman

Likewise, the more time you spend with customers explaining how everything works, the less likely they will be to call back a week later, requesting repairs.

"What we found is that by doing the orientations, we've eliminated a lot of nuisance calls for unnecessary service from the customers," says Michael Payne, owner of Classic Spas & Hot Tubs, Monroeville, Pa.

Sometimes a serious repair must be done, though, because an inadquately trained customer did something to the spa to void the warranty. In that case, says Payne, "either we've got to eat it or they've got to pay for it."

"In the long run, it saves everyone money, and it keeps the customer happier, if we take that extra step to do the orientation," he notes.

Installers also can create more sales by following up. "We generally go out two weeks after the customer has gotten used to the spa and do a more [thorough] orientation," says Rick Chandler, owner of Baja Spas in Tucson, Ariz. "We make sure the customer knows how to change the chemicals and drain the spa.

"We bring a chemical kit with us, and 90 percent of the time, customers will end up buying another $90 worth of chemicals from us."

--L.L