Association Of Pool & Spa Professionals

[Tom]

In a media release dated November 29, 2006 from the Association of Pool & Spa Professionals, incoming chairman of the Hot Tub Council Steve Gorlin noted that “hot tub sales are trending down dramatically” and identified a few reasons:

• Spotty customer service where the buying experience is difficult at best and the after-the-sale care and service is almost non-existent.

• Lack of communication to overcome barriers to purchase with no basis in fact, such as hot tubs are: not sanitary, difficult to clean and maintain, too expensive…and not suitable for children.

• Lack of credible information sources

• Lack of unity in the industry…. Hard sales approaches and selling on price alone….

The APSP aims to “present a more professional, more service-oriented face to the consumer” by offering certification programs for service and retail employees and by relaunching HotTubLiving.com which “establishes APSP as the authoritative voice of the hot tub industry. It serves as an unbiased, information-rich resource for the hot tub consumer.”

For the full release or further information: sbarrows@TheAPSP.org

[Brulan1]

In a media release dated November 29, 2006 from the Association of Pool & Spa Professionals, incoming chairman of the Hot Tub Council Steve Gorlin noted that “hot tub sales are trending down dramatically” and identified a few reasons...

There are a lot of economical forces affecting sales. There has been way less spending for luxury items across the board in every industry that sells luxury. By the feds restricting the money supply growth through Open market operations, way less spending occurs. Also, hot tubs have become a novelty to alot of prospects. The hot tub industry needs more technological breakthroughs to revamp sales.

[flibotte]

Better marketing wouldn't hurt either.

[Tom]

Steve Gorlin noted that “hot tub sales are trending down dramatically” and identified a few reasons

To paraphrase:

1. Buying a hot tub can be difficult
2. After sale care and service is too often poor
3. Misconceptions about hot tubbing (unsanitary, difficult to clean etc) exist
4. There is a lack of credible information sources
5. The industry as a whole lacks unity
6. 'Hard sell' and other offensive sales tactics put people off

This forum can serve to overcome #1, 3, and 4.

We can help people recognize and cope with #6.

We can field complaints about #2 and offer both condolences and suggestions.

At its best, when we don't push our individual brands too hard, the forum unites a variety of industry professionals and knowledgeable spa owners in the interest of the visiting consumer; our little contribution to #5.

So here's to unity, peace, harmony, credible information, etc. during the holidays

The plant is closed, the phones are shut down, sounds like a good party in the office down the hall, time to go.

Merry Christmas

Tom

[Dr. Spa]

I aint buying it. The same could be said about almost any "big ticket" item. Heck, the last car I bought falls in to all those catagories. Wait, make that the last two cars

Ok then, I got $10 that says by the middle of 2007 the APSP tries to start a new national advertising campain, and will get, or try to get, some rather large contributions from some of it's members to fund said campain.

To paraphrase:

1. Buying a hot tub can be difficult
2. After sale care and service is too often poor
3. Misconceptions about hot tubbing (unsanitary, difficult to clean etc) exist
4. There is a lack of credible information sources
5. The industry as a whole lacks unity
6. 'Hard sell' and other offensive sales tactics put people off

This forum can serve to overcome #1, 3, and 4.

We can help people recognize and cope with #6.

We can field complaints about #2 and offer both condolences and suggestions.

At its best, when we don't push our individual brands too hard, the forum unites a variety of industry professionals and knowledgeable spa owners in the interest of the visiting consumer; our little contribution to #5.

So here's to unity, peace, harmony, credible information, etc. during the holidays

The plant is closed, the phones are shut down, sounds like a good party in the office down the hall, time to go.

Merry Christmas

Tom

[hottub.pool_boy]

We're up for this year, not counting the new store. It has been tough for many this year. It's been tough for us. We really worked hard to be ahead for this year. The new certifications are great for the industry. Some of us have been educating our techs for years. Actually, it's a daily occurence in SCARRITT LAND. I'm still learning (will never stop). Educating the consumer is also handled on a daily basis.

Problem with spa industry----anyone can plop down some spas in a showroom or dirty warehouse and say they're in the business. Generally, the uneducated consumer is the one who suffers. They say there's one born every minute....... We will never sell a spa to someone like that because they we're overpriced.

Consumers need to educate themselves....period. There's plenty of us crusaders out there who truly LOVE being in this business. My 2 cents.

[waterbear]

Consumers need to educate themselves....period.

Truer words were never spoken. The problem, however, is where do they go to get educated? Manufacturers websites and literature? (Our spa is the best because we put in more jets. Our spa is the best because it is insulated. Our spa is the best because it has 2 pumps...and so on ad nauseum).

Chemical companies websites and literature? (Our chemicals are better which is why we charge more money! We don't sell you sodium bicarbonate, we sell you sodium hydrogen carbonate!--Actual manufacturers spiel, parapharased a bit!...Sodium hydrogen carbonate and sodium bicarbonate are 2 different names for EXACTLY THE SAME CHEMICAL we commenly call baking soda!

Or my FAVORITE--any of the variations on why chlorine is BAD and you should avoid it at all costs in your spa and use our proprietary product (usually some form of copper and perhaps some enzymes) but if your water looks cloudy in a month just add half a jug of bleach to it and it will clear up. (Once again a loose paraphrase off a manufacturers website on their 'ECOlgoically sound ONE way to keep your spa clean!)

Add on product companies websites and literature? (Our 'MIneral System" will give you a chemical free spa!--last time I checked the silver,copper, and zinc added by these systems were chemicals)

The local dealer who depends on selling the products these companies put out? (How many dealers tell their customers the reason they want to sell them the 'mineral system' is the money they will make on replacement cartridges every 4 months? We sell them so I know what it can amount to!) "You need the metal remover, the scale reducer, the sanitizer, the shock , the defoamer, the algaecide, and the clarifier. Just add a bottle a week of everthing and your spa will be fine! Don't forget the scumball, the fragrence, the water enhancer (now if this is a borate based product it is actually worthwhile!) the weekly enzyme, and the purge for every time you drain and refill! Of course we can test your water....let me get my bottle of test strips!" Get the picture? Unfortunately, it is an all too common one! Even worse is the dealer( sorry, I won't even use that word, saleman might be a better choice!) who doesn't have a clue, reads over some manufacturers phamplet, talks to a rep who just wants to incease his bottom line and now thinks he is an expert on water chemisty and maintenance! Also an all too common occurance! I can site an example of someone on this forum who no longer posts in the water chemistry sections for being called on the carpet one too many times after giving dubious, at best, advice to newbies looking for help...but I won't, whoops, I guess I just did!)

An educated consumer will fall out of the trap of paying $3.50 to $5.00 a pound (actual prices by the way for 2 major brands on the internet!) of alkalinity increaser when in reality it is nothing more than plain old baking soda they can buy at the grocery store for $2 for a 4 lb. box! (and get USP grade to boot). An educated consumer seems to be exactly what the industry does NOT want!

IMHO, the main reason sales are down is that there is a lack of credibility to the industry and once the consumer starts to get educated that becomes readily apparent to them! A media campaign and some marketing hype sound very nice but perhaps what might be in order is taking a long hard look at the industry through the eyes of the consumer!

[Roger]

Truer words were never spoken. The problem, however, is where do they go to get educated? Manufacturers websites and literature? (Our spa is the best because we put in more jets. Our spa is the best because it is insulated. Our spa is the best because it has 2 pumps...and so on ad nauseum).

Our local Beachcomber store sells more tubs than any other store around. Wana know why when theres a Hot Spring and Marquis dealer right down the road? Because if you ask the owner how his tubs compare to the tubs down the road he'll say they are just as nice. He will also explain why the Hot Spring and Marquis are great tubs, and he will also tell you why he choose the beachcomber line over any other to put in his store.

This mentality is exactly the oppisite as what you'll get at the HS or Marq store. They will tell you why theres is better than the Beach and why it is better than all others and how all others have something wrong with them that makes them inferior. Now if a consumer has done any research which most have they will visit all 3 dealers and get foul play by 2 dealers and fair play by one. So where do they buy, yup, Beachcomber, not because it's a better product but because of the way it was sold and serviced., with nothing but rewards to his compitition and the utmost respect and concern for the consumer and there needs.

Any consumer that goes into purchasing with a small amount of education on the very little real difference there is between the top 10-20 brands will be sold on the way he is approached and sold by the sales staff of any business. Which makes them directly responsible for any missconceptions this industry has attained.

The downward slide to the industry has to do with the economics more than anything IMO

[dynamictiger]

After sale care and service is too often poor

This is more common than you think. One of the problems for the after sales market is that owners may choose to call anywhere for service. The same is true for pools as well. The consumer believes (my pet hate) that there are maybe two or three brands of pool lights, when in fact there are thousands.

Recently we had two pools with a light problem. Both pools use a light that is uncommon and had no manufacturers detail other than logos to track by. It took over a month to track down each.

It is time the industry woke up to itself. Not all owners are going to go back to the original place of sale for service for a variety of reasons. What would it cost to give the owner a sheet of paper telling them the items installed on their unit? Couldn't we simply add this similar to an electrical diagram into the cabinet work somewhere?

[ciderjack]

It is time the industry woke up to itself. Not all owners are going to go back to the original place of sale for service for a variety of reasons. What would it cost to give the owner a sheet of paper telling them the items installed on their unit? Couldn't we simply add this similar to an electrical diagram into the cabinet work somewhere?

Why would you want to make it easier for some random service guy to diagnose/repair the product YOU specialize in?

[dynamictiger]

Why would you want to make it easier for some random service guy to diagnose/repair the product YOU specialize in?

This is what causes the client perception of bad service. Although there is the counter argument the fact is the end user blames the entire industry for the bad service and staff changes, product changes and the like lead to a loss of knowledge sometimes quickly on what you used to stock. This can lead to bad service even from the original sales agent. This is an industry problem not a dealer problem.

[Dr. Spa]

"Why would you want to make it easier for some random service guy to diagnose/repair the product YOU specialize in?"

Figured I'd ad a little more

This is completely understandable, from YOUR point of view (job security). The problem here is not taking into consideration the CUSTOMERS point of view. How do you think a customer will feel knowing he can ONLY go back to his original dealer for repairs. He may not like the dealer, or their service tech, yet he's FORCED to go to them for service.

Lets say a customer doesn't like his dealer but is forced to go to them for service. How do you think he will feel about the spa industry and how might it effect his advice to friends and family, that might be in the spa market?

Now on the other hand, if a dealer is giving exemplary service, why would you be afraid your customer is going to go elsewhere for service?