October 27, 2019 – This week, I got the rare treat of sitting down with our chosen team of service techs. As I sat there listening to some of the things they see out in the field at customer’s homes, it gave me a new appreciation for what they do out there for our company when they are required (as I don’t need them servicing our Spas under warranty very often). They’re working in all kinds of weather, dealing with myriad repairs that range from the simple to the very involved—and especially love taking care of our customers!
This reminded me that, for the consumer, one of the important things to consider when you’re deciding on a Spa is your ability to get service down the road when you need it. It’s one of those “beneath the surface” points that should be near the top of your “I need this from my Spa company” shopping checklist. It’s one thing for a tub to be cheap or even cheapest and have what appears to be a good warranty. It’s another thing for the company that sells you that tub to be able to honour that warranty with flesh and blood service technicians replacing parts and repairing your Spa without you having to go on a Spa service scavenger hunt!
I know this to be a critical issue today now more than ever, at least in our neck of the woods here in SE QLD. The number of requests we get that come through various channels online or through our own website and showroom to help with service on other brands of tubs are increasing every month. For many of these customers our team become Spa heroes and help them to find the best solution. Finding great techs is a challenge as we here at Aussie Spas 2U prefer qualified electricians working with us.
So, when you’re shopping for a new Spa, your quest should also be about shopping for your New Spa Service Provider too! Here are some simple things you can do:
- Ask the salesperson helping you with a Spa if they can provide the name of the manager of their service department. If they cannot provide it or tell you how the hot tub manufacturer provides the service, I would think twice before purchasing that tub. You could wait weeks (or months…or forever, honestly) if you’re to rely on a manufacturer for service. At Aussie Spas 2U we provide replacements and a qualified service technician to replace anything that needs to be repaired under warranty!
- Does your Spa arrive with the delivery team just saying ‘do this and don’t do that’ as they wave goodbye or does your chosen company provide a professional hand-over on-site? An Aussie Spas 2U representative, usually myself, comes with every Spa we sell to ensure you are familiar with the control system, chemical balance of the water and filling requirements along with ensuring that everything is in first class working order. All our Spas twice pass a 30-point checklist at the factory including power and water tests. Afterwards we are always available by phone for help and advice. That is what customer service means to Aussie Spas 2U!
- You’ll likely research your Spa options online before heading out for a look in a showroom. Take this time to also look up that hot tub retailer’s online reviews (including videos) that aren’t on Facebook, (as we all know that bad reviews are deleted), for their service record. Note the overall rating and read a few of the reviews that customers have posted regarding their experience. It will help you not only get a sense of the company’s customer service attitude; it will also give you a more in-depth view of the integrity and trustworthiness of the company from which you’re buying your tub.
- If a Spa company DOES have their own service techs, are they licensed to do that work? This is critical, and many hot tub companies fail here on compliance. Australia has some of the safest Spa and Pool laws in the world and you should be informed from the sales team of all of these requirements, not getting a very nasty surprise in the future. You should be getting service from someone qualified and licensed to do the job.
If you’re in the market for a Spa be confident in the knowledge that Aussie Spas 2U takes the service side of our business, (note that key word service!), as seriously as we do the sales side of our business. As the owner, I feel you should be able to buy knowing we can help support you with anything you might need after your Spa is at your home. It’s always been one of Aussie Spa’s customer service commitments and the main reason we are in this industry. Not all Spas are the same and you need to know why before you commit your hard-earned cash to this major investment.
Aussie Spas 2U strives for 100% customer satisfaction, no lesser percentage is acceptable to us!
I’m thankful to each one of my techs who go out in the field every day to service our tubs. You’ll be thankful too when you buy from us!
Aussie Spa Guy