Shopping for a hot tub? You should keep service in mind!
September 17, 2019 – Last week, I got the rare treat of sitting down with my 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 every single day. They’re working in all kinds of weather, dealing with myriad repairs that range from the simple to the very involved—and 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 hot tub 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 hot tub company” shopping checklist. It’s one thing for a tub to have what appears to be a good warranty. It’s another thing for the company that sells you that tub to be able to honor that warranty without you having to go on a hot tub 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 greater Puget Sound. The number of requests we get that come through various channels online or through our own website to help with service on other brands of tubs are increasing every month. Unfortunately, we must turn down many customers we would love to be hot tub heroes for and help them with their repair. Right now, I could easily hire two more service techs to add to our team just to help service our own legion of 30,000+ Olympic Hot Tub customers who have bought Hot Spring Spas from us. Alas, finding great techs to fill our vacant roles is a challenge, as in Washington state our techs must be licensed electricians. (And, I would be remiss if I didn’t take this opportunity to say: Know someone who could be the perfect candidate for one of our service tech openings? Have them contact us today!)
So, when you’re shopping for a new tub, your quest should also be about shopping for your new hot tub service provider too! Here are some simple things you can do:
- Check the hot tub retailer’s website and look up their in-house service department. You should be able to easily find it without issue. If it’s missing altogether? That means you’ll likely be trying to track someone down on your own if an issue should arise with your hot tub.
- Ask the salesperson helping you with a hot tub if they can provide the name of the manager of their service department. If they cannot provide it or tell you 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.
- You’ll likely research your hot tub 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 for their service department. 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 service team, it will also give you a more in-depth view of the company from which you’re buying your tub.
- If a hot tub company DOES have their own service techs, are they licensed to do that work in your state? This is critical, and many hot tub companies fail here on compliance. In our state, the techs must have an 07, 07B or 07D electrical license—not a training card. A training card means you’re the customer they’re using for training—that’s cart before the horse. You should be getting service from someone qualified and licensed to do the job.
If you’re in the market for a hot tub and in our service area (note that key word service!), be confident in the knowledge that Olympic takes the service side of our business 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 hot tub is at your home. It’s always been one of Olympic’s commitments.
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!
Author: Don Riling
Don Riling is the President of Olympic Hot Tub and has been an active member of the hot tub industry for over 27 years. As the company’s owner since 2016, he has continued Olympic’s legacy of promoting health & wellness through water.