PSM: Could you describe the range of services your business provides, including but not limited to spa installation, maintenance, repair, and other related services?
DH: We sell and install spas, swim spas, and automatic hot tub covers. We provide specialized concrete base construction for swim spas for specific clients and projects. Within our store, we offer water care products and testing services. Further, our offerings encompass repair services for both spas and swim spas, in addition to spa closing and opening services. We also extend our services to include local spa transport. For most of our spa sales, we deliver the spa, place it on its base, and install the cover and cover lifter.
PSM: What is one of the most memorable or challenging projects your business has undertaken?
DH: The most memorable and challenging project has been developing our store. This encompassed tasks such as pouring concrete bases for swim spas, constructing counters, covering floors with artificial grass, and incorporating shelving for our product range. Year after year, we have improved the store’s ambiance to create a more inviting atmosphere. This commitment to gradual investment has been our strategy.
PSM: What equipment is currently used by your company to complete its projects?
DH: Our sales and service process relies on a variety of tools. To streamline client interactions, we offer several web-based forms for potential customers, directing them to the appropriate CK representative. Once initial contact is established and clients have visited, tested, and made their spa selections, we use our service program to generate estimates and secure deposits. Upon successful spa delivery and receipt of final payments, we conclude estimates and convert them into invoices within our accounting software.
When it comes to spa deliveries, we use a custom-designed spa buggy crafted by Charles, in conjunction with a truck and trailer. When necessary, we also use rollers, our specially designed spa “crazy carpet,” and airbags to facilitate the process.
PSM: Can you describe the planning and design process that your shop follows?
DH: Since we don’t directly manage projects but rather provide consultancy to contractors and design firms, our initial focus is assisting clients in selecting the appropriate spa for their requirements and specific project. We also offer guidance on the optimal spa placement, the materials for constructing the base, and ensuring accessibility for maintenance, potential repairs, and snow removal. Throughout the project, we remain accessible by email, phone, and in-person meetings, ready to assist clients and their contractors at every stage as needed.
PSM: How has your business evolved and adapted since its inception, and how has technology influenced your operations, encompassing aspects from design and planning to maintenance and customer communication?
DH: Our journey has seen us evolve from a transport business to selling refurbished products, expanding into water care product offerings, water testing, and the sale of new spas and swim spas. Most recently, we’ve ventured into providing concrete bases for swim spas.
