Helping new hot tub and swim spa owners keep water quality in check

by jason_cramp | September 29, 2017 3:22 pm

By Melinda Herber

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Many retailers and/or service technicians in the hot tub and swim spa industry have likely faced an assortment of phone calls from customers with questions regarding water maintenance after the unit has been delivered and installed. These queries can range from: “Why is the water foaming?” to “Why is the water green?” and “What is that smell?” or “Why is the water so cloudy?” Should these inquiries start to occur, it is important each consumer ‘crisis’ is handled carefully to ensure their problems are resolved.

In the consumer’s mind, they may be disappointed after spending thousands of dollars and having to put so much time and effort into keeping the water clean. At this stage, they may even begin to regret their purchase and, unfortunately for the retailer who sold the unit, the customer may even tell their friends. As word of mouth is one of the most powerful advertising mediums, in terms of referrals, for the hot tub industry, it is important to fend this off, and quickly.

One way to assist customers in these scenarios is to provide the answers they need to help them keep their water maintenance in check. That said, the following are some simple tips that will have customers consider their local retailer and/or service technician to be their own personal superhero as they acquaint themselves with their new hot tub or swim spa.

1. Do not assume the customer will read the manual

Who really reads owner’s manuals for anything these days? This is a valid question. Manufacturers spend many hours compiling research, drawings, verification of dimensions, electrical, and water care guides to create an owner’s manual (some 40- to 100-pages long), but is it expected the consumer will read it cover to cover? In reality, there are not many people who will actually open, let alone read, the owner’s manual that comes with every hot tub or swim spa. Chances are the manual will go right into a special ‘drawer,’ along with all of the homeowner’s other manuals.

For instance, think of the number of people who drive their new vehicles with the clock showing the correct time only six months of the year. Why do they do this? For some, it is simply too hard to find the ‘set clock’ instructions in the owner’s manual.

Even though the hot tub or swim spa owner’s manual likely contains a thorough troubleshooting and water care maintenance guide, consider providing customers with a laminated quick start guide as well. The lamination is important because most customers will likely leave it outside and use it, especially if it is water-resistant.

It does not have to be extravagant, just a simple six-step guide outlining drain-and-fill procedures, balancers, sanitizer use, clarifiers, and water conditioning/testing methods. The back should have a troubleshooting chart with indicators for cloudy, green, or musty water. This can be taken one step further by providing the customer with a one-month starter kit. This offers the following additional benefits:

• It eliminates waste should the customer decide they prefer a different water care method.
• The customer will need to return to the store to purchase additional chemicals based on their hot tub or swim spa use.
• By returning in one month, additional sales may include a cover lifter once they figure out how heavy the cover is, and/or steps to make it easier to get in and out of the hot tub/swim spa.

2. Know what is under the hood

Manufacturers are continually looking for ways to improve water maintenance by including secondary sanitization systems in the hot tubs and swim spas they produce. Everything from ozone, ultraviolet (UV) light, UV-hybrids, or salt/bromine chlorinator systems; therefore, it is important to familiarize the customer with the type of system equipped on their unit.

Keep in mind some come with caveats, however. For instance, ozone is a terrific oxidizer, but there are no simple ways to measure ozone output, and UV works as long as the bulb does not degrade and the quartz sleeve is clean. To avoid problems, bulbs should be replaced every 12 to 18 months. That said, explain to customers how to identify ineffectiveness and/or diminishing water quality, etc., and when they should set up a service appointment to replace the bulb at their cost.

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Hot tubs have been equipped with chlorine/bromine systems for years; however, each has its own deficiencies. Upfront, some can be expensive and have limited electronic warranties, which may add unexpected costs when it comes to electrodes and the purchase of salt/sodium bromide. Whether salt or sodium bromide is electrolyzed to become chlorine or bromine, chemicals exist in the water—nothing is truly chemical-free. Because salt is corrosive, it can be hard on heaters, pump seals, and other components in the hot tub or swim spa. Alternatives are available, but it should be stressed that a proper sanitizer must be used in the water to protect bathers. An example of this would be an inorganic salt system, which claims to work, but Health Canada’s Pest Control Products Act and the U.S. Environmental Protection Agency (EPA) require a sanitizer be used as well.

Further, some customers often add aftermarket water treatment systems after delivery that may not be approved by the manufacturer. This could cost them if the modification voids their warranty. In these cases, be prepared as many customers will expect a retailer and/or service technician to be familiar with the product, in addition to what is and is not covered.

3. The importance of filtration

Water filtration schedules for most hot tubs and swim spas are preset at the factory. Filters can range in size, quantity, and media type, with antimicrobials also being popular. The turnover rate will depend whether the hot tub or swim spa has a circulation pump, in which case it will operate 24/7. This pump can also be programmed to increase or decrease runtime so it operates off the low-speed pump.

If the filtration cycles need to be programmed, the installation team should perform this task on-site. If the customer intends to use their hot tub or swim spa several times per week with multiple people, each filtration cycle should run for a minimum of two hours. Often the manufacturer will set a factory default filtration setting which may not provide enough time for the system to remove organics introduced into the hot tub or swim spa. Insufficient filtration can result in cloudy water.

In fact, many customer calls are related to low flow or clogged filters, which, in both cases, can be remedied by cleaning the filters. Therefore, the importance of filter maintenance should be explained to customers when they purchase their unit. Further, providing them with a water kit that includes a large soaking bucket will help them perform this maintenance task. Using the bucket, they can soak the filter overnight in a cleanser to release debris. This is also a good time to mention the benefit of having a second set of filters on hand, as the customer will still be able to use their hot tub or swim spa while they are cleaning the other set.

4. What is in the water?

One common issue related to maintenance is the source water used to fill the hot tub or swim spa. For example, if the water is from a well, it may be metallic and contain iron. In some cases, this water may become green and, thus, a metal and stain-removing product should be recommended. Metal removers act as an inhibitor for stain, scale, and calcium.

Other culprits for staining could be oxidized minerals from an ozonator, low pH, or low calcium hardness. Instructing the customer to use a metal and stain remover product when filling their hot tub or swim spa will help them keep the water free from staining metals.

High phosphates can cause excessive foam in the water; however, lotions, conditioners, shampoos, and makeup can yield the same problem. Low calcium hardness may also cause foaming, which is a balance issue that can be solved easily by using a test strip to check the water and adding the appropriate treatment products. A myriad of problems can occur when hot tub or swim spa water is not balanced.

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Smelly water can be attributed to a few things, such as water balance issues (a frequent contributor), low sanitizer, or bodily fluids introduced into the hot tub or swim spa. Skin irritations can also be caused by the following: improper sanitizer level, not enough oxidation (i.e. bacteria remains in the water), biofilm contamination, which could lead to more serious interactions with the skin. Biofilms allow bacteria to grow in the unit, which can cause skin rashes. These should be eliminated immediately by using a purge and maintenance process, which helps prevent the growth of these sanitizer-resistant bacteria.

The manufacturer determines how high the hot tub or swim spa should be filled. Usually, manufacturers will state the water must reach the bottom of the pillows or 102-mm (4-in.) below the top of the acrylic lip. Overfilling will not only cause water displacement when bathers enter the hot tub or swim spa, but also result in the filter not working properly. Further, control panels, diverter valves, and air controls are not all top-sealed, which can result in water residual leaking down to the bottom of the skirt. Therefore, if a customer says there is water at the bottom of their hot tub or swim spa, it is quite possible it is from overfilling or even condensation off the cover.

If a customer is experiencing significant water loss, it is important to ask where the water is coming from. Should a technician notice wet concrete around the hot tub or swim spa while on-site, he/she should ask the customer if they are experiencing water loss.

5. The water-balancing act

Unbalanced water can cause a host of problems for those in the service field, but especially for hot tub and swim spa owners. Explaining the ranges for ideal water balance at the get-go is one of the most important things a customer should know, as it will ensure the enjoyment of their new hot tub or swim spa.

• Alkalinity has a range of 80-120 parts per million (ppm), but some systems may require more or less depending on its chemical makeup.
• The pH range should be between 7.2 and 7.6 ppm. Less than seven is considered acidic, while more than seven is basic or alkaline.
• In hot tubs and swim spas, the ideal range for calcium hardness is between 150 and 250 ppm. A swim spa, which can be considered more like a small pool, the range is between 200 and 400 ppm.

From etching and scale issues to green, yellow, hazy and cloudy water problems, or even cases when the customer cannot describe what is happening, it is a likely indication the water has not been maintained properly and the sanitizer has been rendered ineffective. When troubleshooting a wide gamut of things, recommend the customer use a test strip that will check for pH, alkalinity, and calcium hardness levels. Technicians should also have these test strips on hand when on service calls.

6. Picking the right sanitizer for the job

Some people prefer to use chlorine and others bromine, but most industry professionals will agree, the water temperature has a lot to do with which sanitizer works best. For instance, bromine has shown to be more stable in hot water, while chlorine will remain stable in lower temperatures. That said, the customer’s water care program should be tailored to the common water temperature for a particular unit. Swim spas are typically kept between 27 to 29.5 C (80 to 85 F); therefore, the preferred sanitization method would be chlorine. In a hot tub, however, bromine is preferred as it is a more stable sanitizer in water temperatures that reach upwards of 40 C (104 F). Slow-dissolving bromine cartridges can be used successfully with a low-volume bromine reading. This makes the customer happy and hot tub ownership more enjoyable, as less maintenance is required.

7. Stay informed

Keep abreast of new technology and be there for customers to help them understand any new products that hit the market. Consumers love to find shortcuts—especially things that make water maintenance easier.

Quick tips to help customers enjoy their hot tub

Do not assume the customer knows what to do or will read the owner’s manual. Create a quick reference card to help them with water care and operation. Watch for maintenance requirements for specialized equipment. Educate customers about long-term costs associated with these devices. Filters are the heart of the hot tub/swim spa, if they become clogged—similar to an artery—it can be catastrophic. Understanding local water sources, and water displacement, will better prepare the customer for products they will need to add on start-up. Balanced water is essential. Alkalinity, pH, and calcium hardness all tie back to balance, so make sure the customer knows the acceptable parameters for each. The right sanitizer for a hot tub or swim spa is not only a matter of choice, but also about water temperature. Do not believe everything that is touted to be the next best thing in hot tub and/or swim spa water care. Do the research and pass on any knowledge to customers.

[4]Melinda Herber has been in the hot tub industry for almost 30 years, 25 of those years with Sundance Spas,® transitioning to Jacuzzi® Worldwide, when it was purchased. As the spa boutique and marketing customer care manager for Marquis[5],® she has embraced the culture, atmosphere, and integrity found in the employee-owned company, located in Independence, Ore. She can be reached via e-mail at mherber@marquiscorp.com[6].

Source URL: https://www.poolspamarketing.com/trade/features/expert-advice/helping-new-hot-tub-swim-spa-owners-keep-water-quality-check/

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