Hot Tub Forum
Original => Hot Tub Forum => Topic started by: Guzz on October 17, 2005, 06:02:59 pm
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As a sales trainer for a spa retail store, I am curious and would appreciate some input on what was the most important factor in making you final purchasing descision.
Here are a few suggestions though I'm sure there are many more.
a) Size
b) Seating style
c) Comfort
d) Quality of construction
e) Type & placement of jets
f) Bells & whistles
G) Ease of operation
h)Price
I) Value
J)Dealership
k) Sales Person
l) Referal
m) Warranties
n) Other
What would be your top 5, 1 being the most important
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Here's my .02 worth...
1. Comfort....If it doesn't feel right, what's the point!!
Wet test is crucial. If you won't let me try it
I won't buy it!!
2. Quality/warranty...Go hand in hand
3. Dealership/Salesperson...hard to separate the two
4. Price....Has to be affordable
5. Value...Has to be a good value for the price
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For me it would be:
I & H as 1 and 2, and they are interchangable. I can't afford a $10K spa but I'm not looking for a $10K spa for $7K (OK, If I came across one I would have bought it).
D - 3, J - 4 & C - 5 with seating and size being part of the comfort portion too! I knew I didn't want a lounger.
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In this order:
1) Quality of construction (I don't want to have to worry about using the warranty, and need the spa to last min 15 years).
2) Warranties (meaning length and type)
3) Comfort (must suit the whole family)
4)Price/Value (I have to feel that I'm getting good value for my $ or I'm not going to enjoying it.)
5)Dealership
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For me it would be:
I & H as 1 and 2, and they are interchangable. I can't afford a $10K spa but I'm not looking for a $10K spa for $7K (OK, If I came across one I would have bought it).
D - 3, J - 4 & C - 5 with seating and size being part of the comfort portion too! I knew I didn't want a lounger.
I always hated algebra. But I'll try.
So you are saying that
7K<(D-3)+(J-4)+C-5)<10K
with I =1
& H =2
??? ??? ??? :P
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I always hated algebra. But I'll try.
So you are saying that
7K<(D-3)+(J-4)+C-5)<10K
with I =1
& H =2
??? ??? ??? :P
You got it right!!! ;D
Now are you ready for Calculus?
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Wasn't Calculus one of those bi-sexual Roman Emperor dudes?? ::)
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Wasn't Calculus one of those bi-sexual Roman Emperor dudes?? ::)
Hey, is that a crack on my Italian heratige?
OH, Wait ... we had Caligula!!
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Hey, is that a crack on my Italian heratige?
I dunno, I can't see your Italian heritage from here. We once had an Italian vase and it had a crack on it. ;)
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d c i j m
d and c are probably interchangeable, but if by comfort you mean "do I feel comfortable buying one at all, buying this particular tub, from this manufacturer, from this dealer" then it becomes number one by a landslide and is made up of the rest.
No calculus in my answer, but some of the answers are Roman numerals so I guess I'm keeping on theme. paul
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As a sales trainer too I would say that MY choices are prob not the same as what I would teach my salespeople to look for. In the last few years I have found that customers seem to like the bells and whistles as much as anything. In years past construction and manufacturer reputation meant alot but the past few years I have seen a ton of people go for the 8 footer with stereo, waterfalls, SS jets, & LED lighting rather than the 7' energy efficient, better made brand because they were the same price. (I'm resisting using brands by name here so there isnt a brawl.)
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... but the past few years I have seen a ton of people go for the 8 footer with stereo, waterfalls, SS jets, & LED lighting rather than the 7' energy efficient, better made brand because they were the same price. (I'm resisting using brands by name here so there isnt a brawl.)
I think I know WHO you're talking about ... where's that rotten plum tomato? >:(
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Hey Salesdvl. I hear what you're saying. You may want to have your sales guys try and recognize the evolution of a spa shopper as well.
When we first started the family was looking. I had been interested in one for years and had started saving. I told them I had 8K to put into a tub, all in including hookup, deck etc. Knew it was a little light. Realized it was probably 4K light. We saw little tubs that were inexpensive, ok, cheap. We saw big tubs with all the bells and whistles and were impressed, but I was reluctant to get excited about anything until the family showed more interest since they shot me down for years. We also saw tubs that we thought were pretty good for less money. So we created our base list of things it needed to be/have. That became our baseline. And it priced out at about 8k for the tub and they were really interested now.
I was a changed man and if your sales guys saw the new me, they would have been more excited as well. After a few weeks into the search I got more interested in a stereo, it just seemed cool. But it didn't change my base requirements. This is what I'd guess is a value item. Waterfalls and such... no value to me. A stereo at 1K or so... value. Now if the stereo was 2K it wouldn't have had enough value. So if a tub didn't have a stereo option, it wasn't rejected and since most could have a stereo at about the same price point for the value I gave it, none could really be rejected. If it meant an extra month or two to get one with a stereo or without, then it's value dropped because of the delay and I could reject that one.
Initially we just wanted a tub and had no idea what was available and what we might want except some intelligent info. The dealers who recognized that got return visits. We evolved from just wanting a decent tub to being a little smarter about our needs and wants. It still came down to wet testing and the comfort of doing the deal for the tub we liked. But it made it a lot easier for both us and the dealers to weed out the good, bad and indifferent. The dealers who recognized that had a chance at our business.
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I think I know WHO you're talking about ... where's that rotten plum tomato? >:(
Shhhhhhhhhh.
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Paul,
The evolution for my store was this. We carried a top 2 brand since 1984. We always carried a secondary line with the thought that we would present the "Lexus" as the best, most energy effiecient...yada yada yada, but if someone wanted something other than white (oops) or couldn't afford it then we had another "plan B" brand. What happened about 5 yrs ago is that our consumer started drifting away from the lexus when they realized that they could get a bigger spa with many more features for less money.
I, as a trainer, struggled to maintain the "Top Gun" type training we had from the "lexus" companyr and continue to pitch the better "Quality" but then came to realize that if we worked the program and explained why the smaller, less powered spa with less jets and no radio was a "better" spa many people got confused and walked.
So I think it was that we started listening to what the customer wanted, not trying to sell them what we wanted to sell them.
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Ok, here's my reasons for choosing our tub in this order:
1. Referral- I have a friend who worked at Fort Wayne Pool who gave me the name of a guy who used to be a tech and is now in sales. He highly recommended Marquis for quality and said my dealer had won many awards for service. So...
2. Dealership. For me, the dealership and salesperson did not go hand in hand. The salesperson was just ok.
3. Warrenty
4. Power of jets
5. Seating style- we really liked the lounge
That was on our first tub-Marquis SA Reward. We sold that in order to get the second tub (Epic). Our important factors were different for this one, in this order:
1. Jet placement- We wanted leg jets to begin with, but Marquis didn't offer them when we bought the first tub. And when we wet tested the Epic, the therapy pillar was awesome!
2. Service- Dennis and Rich are great. They are very personable and went above and beyond as far as we're concerned. They made us feel like we are their only customer, and really care. If it wasn't for them, we might have considered checking out other brands the second time around. I've seen them at the store a few times since they were out and they know who I am by name. I just hope they stay with my dealer as long as we have our tub.
And I hope the dealer sees this and gives them a well deserved raise for keeping us as customers!
3. Power of jets
4. Quality of construction.
5. Warrenty
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MY EARS ARE BURNING! I'm not sure why but they are burning. ;)
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Paul,
The evolution for my store was this. We carried a top 2 brand since 1984. We always carried a secondary line with the thought that we would present the "Lexus" as the best, most energy effiecient...yada yada yada, but if someone wanted something other than white (oops) or couldn't afford it then we had another "plan B" brand. What happened about 5 yrs ago is that our consumer started drifting away from the lexus when they realized that they could get a bigger spa with many more features for less money.
I, as a trainer, struggled to maintain the "Top Gun" type training we had from the "lexus" companyr and continue to pitch the better "Quality" but then came to realize that if we worked the program and explained why the smaller, less powered spa with less jets and no radio was a "better" spa many people got confused and walked.
So I think it was that we started listening to what the customer wanted, not trying to sell them what we wanted to sell them.
And to think now that that "lexus" company has adapted so well to the evolution of the customer and remained at the pinnacle of the industry without sacrificing any of there "Quality", "Enginneering", or "Pricing" platforms. ;)
"White shells.... That's sooo 90's :P ;D.
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Mine were:
1 Quality of construction
2 Comfort
3 Price
4 Warranty
5 Dealership
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I, as a trainer, struggled to maintain the "Top Gun" type training we had from the "lexus" companyr and continue to pitch the better "Quality" but then came to realize that if we worked the program and explained why the smaller, less powered spa with less jets and no radio was a "better" spa many people got confused and walked.
I'm not the greatest salesman the world has ever seen, but I have very few problems helping customers understand the difference in VALUE between this spa which is bigger, has more jets, and costs less
(http://i20.photobucket.com/albums/b206/EastTexasSpa/Typhoon3.jpg)
and this spa which is smaller, has fewer jets, and costs more
(http://i20.photobucket.com/albums/b206/EastTexasSpa/envoy_champagne.jpg)
You have to be able to explain to the customer in a way that makes sense to them why one is "Built for a Lifetime of Relaxation" and the other is basically a 5-10 year spa, at best. It's more than just more jets, bigger pumps, pretty lights, and stereos. It is about the materials used, the manufacturing process, the quality of jets, and the peace of mind and ease of ownership. ;D
Terminator
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What is that "thing" above the beautiful hot Spring?
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What is that "thing" above the beautiful hot Spring?
It's a brand manufactured in Houston, TX.
Terminator
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Dont get me wrong, I'm not saying that it cant be done, Goodness knows I did it for a long time. I'm only suggesting that for our area, competition, etc... it changed our way of looking at things. We were not a Watkins only store. What I'm saying is that there are more than one option for customers. We didnt talk anyone out of a Hot Spring but for us it kinda stacked up like this.
(Last Year)
The Vangard The Gr. Bahama
~ $7200 ~$7200
7' 8'
1 jet pump 2 jet pumps
1 big light several multi LED lights
N/A SS jets
$1500 option cd player w/ 6 speakers
N/A reverse modlded neck collar
Things like: circ pumps, full foam, resin cab were all the same.
My only point is that we found that value that our customers found was greater in the bells and whistles. And that, going back to my original post response, I would suggest to MY sales people that if the umbrella of "confidence, endurence, ease etcc" isnt hitting home then play to what the customer is liking most.
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In your example with the Vanguard vs Grand Cayman, that's exactly what I did! Although I didn't realize that more jets and more pumps were part of "bells and whistles".
But I asked myself - 'Self, how much quality am I giving up?' The answer was not too much but again I'm a consumer. Is a Hot Springs that much better ... maybe or maybe not.
I read posts that some HS have problems, the same is true with Sundance and all the rest; so in my thoughts even "the best" can be faulty. And how can you fault any consumer who goes into a spa store and hear the merits of any spa being the best. No store is selling crappy spas and certainly any store that sells 2 or more brands are selling "the best" of that style, price range, ..., whatever; because they wouldn't put their reputation on the line!
In the situation of Artesian and HS, the case may be made their products are of equal quality; what about a HS dealer selling Icon or Weslo ... do you think that dealer is telling their customer that only has $4000 that that spa is crap ... I don't think so.
The truth is unless someone is sold on "brand name" and there are people out there that are, all of us were (are) looking for the best they can afford. Sometimes it's the Vanguard and sometimes it's the Cayman and sometimes it's something else.
What happens 15 years from now, I don't know. If the tubs lasts that long with few problems and I'm assuming they probably will then the right choice was made by any of us.
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Based on all of the comments...I would say the #1 reason anyone buys a certain brand is the sales person who is selling it. There are many companies that are very successful selling what I would call horrible spas. I think the dealer may have better long term growth with a quality referral company with fewer problems, but as far as numbers out the door: sales person
retailer reputation
product (everything matters)
price
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I'm not the greatest salesman the world has ever seen, but I have very few problems helping customers understand the difference in VALUE between this spa which is bigger, has more jets, and costs less
and this spa which is smaller, has fewer jets, and costs more
(http://i20.photobucket.com/albums/b206/EastTexasSpa/envoy_champagne.jpg)
Terminator
What could be better than an Envoy!!
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What could be better than an Envoy!!
Add one of these
(http://i20.photobucket.com/albums/b206/EastTexasSpa/normal_100_9160.jpg)
and 2 of these
(http://i20.photobucket.com/albums/b206/EastTexasSpa/1087172091.jpg)
Terminator
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Add one of these
You can't underestimate the value of the accessories.
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Based on all of the comments...I would say the #1 reason anyone buys a certain brand is the sales person who is selling it. There are many companies that are very successful selling what I would call horrible spas. I think the dealer may have better long term growth with a quality referral company with fewer problems, but as far as numbers out the door: sales person
retailer reputation
product (everything matters)
price
I will have to agree with Kyle on this. If a customer doesn't like you, 99% of the time they aren't going to buy from you.
The very first boss I had gave me some of the best advice I've ever gotten:
Homer "Butch" Thomas- "You've got to sell yourself first. It doesn't matter what you're selling, if the customer doesn't like you, they're not going to buy from you. When you call on a company and the secretary doesn't like you, you aren't going to make it past the lobby. Sell yourself, and everything else will take care of itself."
Homer, I raise my glass of Maker's Mark in salute to you, Amigo!
Terminator
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1) Warranties
2) Quality of construction
3) Seating style
4) Sales Person
5) Bells & whistles
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Thankyou all for your input. The reason I had asked the question in the first place was that someone was trying to tell me that the #1 reason would be price/value. I did'nt think it was and your answers prove just that. Confidence in your sales person & dealer, quality construction backed up by a solid warranty are far more important, and of course a well placed Tammy in the spa always helps!
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and of course a well placed Tammy in the spa always helps!
That's what I keep trying to tell my boss.