Hot Tub Forum
Original => Hot Tub Forum => Topic started by: Steve on November 13, 2004, 04:00:47 pm
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Do any of you sell spas and not have a service department?
What is your option if you're a business that's interested in carrying spas but you don't want the headache of a service department? Do you contract it out?
Thx,
Steve
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In my town , some dealers do not have a service dept. They sell parts and chemicals but farm out their service to a company called spa-tech. very knowledgable people who service in and out of warranty. As a consumer I would really want to be advised of this before I buy a spa. In this situation they have a great reputation and I would not see a problem. they are specialists and professional. ,but don,t spring this on me when I call formy first service...bobhol
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I have a service department. You will usually see my part-timer, myself or my son if you call for warranty service. I usually take all the easy ones ;D pushing reset buttons, popping on new diverter handles and stuff like that. Things that require actual work?? I give those to one of 'the guys.'
We do some non-warranty repair, and we also farm out some non-warranty stuff. If we can't get to it right away, or its better for some other reason, we send it to a guy who has done our work for about 15 years.
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If you open the top desk drawer to my desk, my GM's desk and the main sales desk you will find a meter. We all are able to preform just about any service call. I have a service department and then cross train anyone else in the company that has troubleshooting ability. I think that having your own service dept is essential to good customer service. I would farm out delivery long before service.
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I forgot to mention: we do about 99% of our 'repairs' over the phone, "turn off the power, clean the filter, turn on the power. Call us if that doesn't fix it. "
I'm working on doing them by mental telepathy, but I haven't quite got it yet.
Though I did just see you roll your eyes Stuart....
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I forgot to mention: we do about 99% of our 'repairs' over the phone, "turn off the power, clean the filter, turn on the power. Call us if that doesn't fix it. "
I'm working on doing them by mental telepathy, but I haven't quite got it yet.
Though I did just see you roll your eyes Stuart....
::) ::)
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I'm confused ??? What is the difference between in warranty and out of warranty. I mean besides the fact that a portion at least is covered by the manufacturer when still under warranty. Do some dealer's only do service to spa's sold while under the warranty period?
Spahappy
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I would farm out delivery long before service.
Just a word there close to my heart. My dealer did that, the people he hired tried to destroy my cover, and sell me $200 in chemicals I didn't need. The dealer really came through and made up for those fools.
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Just a word there close to my heart. My dealer did that, the people he hired tried to destroy my cover, and sell me $200 in chemicals I didn't need. The dealer really came through and made up for those fools.
I don't do either however, I would contract someone to lift and move a spa before I would let them mess with the electronics of the unit.
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I'm confused ??? What is the difference between in warranty and out of warranty. I mean besides the fact that a portion at least is covered by the manufacturer when still under warranty. Do some dealer's only do service to spa's sold while under the warranty period?
Spahappy
Most manufacturers set a flat rate for repair. It is seldom equal to what we could charge on the open market. HotSpring has been good to me - they are only about $15 per hour less than my open rates. That's not a problem because I (or anyone on my staff including my 15 year-old daughter) can troubleshoot a HotSpring spa and fix it in less than 10 minutes in most cases.
But I don't make any mark up on the parts when doing warranty repair. Before you call that 'greed,' remember that I have to keep a truck on the road, pay people, pay for cell phones, those shirts with a name on it, and thousands of dollars tied up in parts inventory so I can drive to your house and tell you the only thing wrong with your spa was that the filter needs to be cleaned, JUST LIKE I TOLD YOU ON THE PHONE THREE TIMES !!!
Not that I'm bitter...
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I have a service department and then cross train anyone else in the company that has troubleshooting ability.
You don't cross dress them too, do you?
;D
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Chas,
Your looking to open up a can of worms by mentioning "marking up parts", Don't you get them for free. What, make a profit to stay in business, the nerve of you! ;D
Funny story, I once was called by a Dr. to check a piece of equipment, I informed him that the cost is $125 an hour with a 1 hour minimum. He asked how long the check would take (I could hear the irritation in his voice) and I said probably about 20 minutes. He then told me about the device some more and then I said it would only take 5 minutes. He flipped, insisting that this was unfair and how much money I'm making (I don't make that money, the company does) and even HE doesn't make that much. I proceeded to ask him why I get bills from doctors I go to and they spend 5 minutes with me and I see charges of $250 to $300 easily - he hung up!
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Chas,
Your looking to open up a can of worms by mentioning "marking up parts", Don't you get them for free. What, make a profit to stay in business, the nerve of you! ;D
Funny story, I once was called by a Dr. to check a piece of equipment, I informed him that the cost is $125 an hour with a 1 hour minimum. He asked how long the check would take (I could hear the irritation in his voice) and I said probably about 20 minutes. He then told me about the device some more and then I said it would only take 5 minutes. He flipped, insisting that this was unfair and how much money I'm making (I don't make that money, the company does) and even HE doesn't make that much. I proceeded to ask him why I get bills from doctors I go to and they spend 5 minutes with me and I see charges of $250 to $300 easily - he hung up!
I used to sell alarm systems, people would always ask me when it came down to payment "How much do you make off of this?" I would tell them, "I know your schedule, your alarm code and your clear code - How much did you want me to make?"
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I used to sell alarm systems, people would always ask me when it came down to payment "How much do you make off of this?" I would tell them, "I know your schedule, your alarm code and your clear code - How much did you want me to make?"
Nice.... :P
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I used to sell alarm systems, people would always ask me when it came down to payment "How much do you make off of this?" I would tell them, "I know your schedule, your alarm code and your clear code - How much did you want me to make?"
Now, thats a great line.
Somewhat unrelated but has to do with come back lines.
When my friend gets a call from a telemarketer he always interupts them and asks what time they get off work. He then asks them for their home number and says he'll call them at their home and discuss the details.
they hang up
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Do any of you sell spas and not have a service department?
Uhm well, I wouldnt sell something that I didnt intend to service and support. However, of the 13 spa retailers in my territory, I know for a certainty that five of them do not have a service department or technicians. (I know because I've worked either directly for them or with them as a subcontractor.)
What is your option if you're a business that's interested in carrying spas but you don't want the headache of a service department? Do you contract it out?
As I see it, there are two options to the question posed here-- 'A'- you sell spas as a 'cash and carry' appliance and let the manufacturer or a third party service provider delegate service needs to a local technician (Which is how many of the internet spa retailers obtain service for their product.) -or- 'B'- Subcontract with a local technician who can service the product you retail.