Revolutionizing hot tub service with streamlined contracts, water testing, sales

by arslan_ahmed | December 8, 2023 1:44 pm

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By Rachael Pritz

Hot tub owners are currently spending more time at home, making frequent use of their hot tubs. Consequently, service professionals find themselves busier than ever, ensuring these hot tubs remain clean and fully operational. To fully capitalize on this opportunity, service technicians must efficiently manage their hot tub service contracts, which involves conducting water testing and generating reports in the field, along with selling chemicals on-site. Maintaining a high standard of customer service is easily achievable by making the most of the various new mobile software solutions now available to improve their hot tub maintenance programs and online sales.

Contract maintenance and ongoing service

Similar to emerging technology trends, service professionals in the hot tub industry now have access to industry-specific software designed to streamline the management of service contracts, leading to increased profitability. This feature saves valuable time by enabling service professionals to configure tasks just once. The program automatically generates service orders and schedules tasks throughout the maintenance contract’s duration, eliminating the need to create a service order for each weekly, bi-weekly, or monthly visit.

In addition, the program offers the capability to generate reports indicating contract expiration dates, facilitating swift contract renewals. Time savings are further realized through the ability to perform mass invoicing for weekly, bi-weekly, or monthly periods, enabling quick printing or emailing of numerous invoices simultaneously. Further, the system empowers service professionals to assess job profitability by providing insights into revenue earned to date, percentage of completion, total completed tasks, balance due, and overdue balances.

There are software options available that offer hot tub service technicians the flexibility and tools to efficiently manage service contracts. For example, a “Revolving Service” feature enables users to schedule service according to a customer’s preferences, including their preferred service person, day of the week, service frequency, location, service type, and service time.

In fact, hot tub service technicians have the capability to establish various types of revolving services for individual customers, such as weekly or monthly cleanings. These services can be set up on a weekly, multiple days per week, monthly, or annual basis. When creating service contract plans for a customer, the software automates several tasks, including:

• Scheduling all appointments.
• Generating all required sales orders and accounts receivable invoices.
• Producing all necessary in-field service forms and checklists.
• Notifying technicians and managers of any scheduling conflicts.

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In addition, this software feature allows technicians to bypass the schedule for routine calls, enhancing overall efficiency.

Water testing interface

One of the most valuable tools available to service professionals today is the capability to seamlessly integrate their mobile devices with water testing equipment. This integration allows for the direct storage of water test results in the customer’s account within their business software. As a result, in-field staff can instantly access comprehensive customer information, prior test readings, and details about the customer’s hot tub equipment.

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For example, there is modern business software available today that enables service technicians in the field to connect their mobile devices and record water test results using specialized applications provided by water treatment product manufacturers. Through a mobile service app, service technicians can conveniently link to their customer database back at the office.

With the simple click of a button on their mobile devices, service technicians can access a customer’s previous water test results and review their purchase history. This information equips technicians with all the necessary details to promptly assist customers and deliver exceptional service. Following the hot tub water analysis, technicians can effortlessly add items to the customer’s shopping cart for a sale. Further, they can suggest larger sizes or cases for contactless transactions through the shopping cart, or customers can make payments online or in the field using a credit card.

Selling chemicals on-site

Service professionals have a remarkable opportunity to increase their profits by offering chemicals for sale directly in the field. The capability to email or text customers with chemical reading results and recommendations presents service technicians with the chance to sell chemicals while they are on-site at the customer’s home. Further, employing a mobile software solution that enables technicians to accept payments on-site simplifies the process of providing products during the service call.

With the option to accept mobile payments in the field, service technicians can eliminate the need to chase customers for payment. They can instantly process credit card payments while on the job, resulting in a noticeable improvement in cash flow. To ensure timely payments, technicians can use a magnetic strip reader on their smartphone or tablet to accept credit card payments directly at the job site. Alternatively, they can offer customers the convenience of securely settling their bills online with a credit card through an online bill-pay system.

Mobile service solutions

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The impact of mobile technology on the adaptability of hot tub and pool service companies to meet their clients’ evolving needs and expectations is profound. It provides instant access to vital customer information, equipment details, purchase history, and more. In an increasingly data-driven world, consumers expect rapid access to their records and swift communication, regardless of a company’s size.

Several of the latest mobile service applications enable technicians to view their scheduled jobs, complete with comprehensive customer hot tub data, including equipment profiles, job notes, and stored images. Employing a live mobile service app ensures technicians have immediate access to updates originating from the office, and conversely, in-field service work is promptly reflected at the office.

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Using a mobile live service app eliminates the need for physical service forms. Technicians can efficiently record hot tub water test results, document any visible water issues, with readings automatically saved for permanent reference. Some applications will even calculate recommended chemical dosages. Technicians can complement these records with job notes and utilize a user-friendly custom checklist to detail the service work performed. Technicians can also add parts and chemicals used directly to the sales order through their mobile device.

Further, mobile apps prevent service technicians from overlooking necessary part orders. Technicians can place their parts orders on a “wish list” directly from the job site, ensuring their prompt availability for the purchasing agent to order. Taking customer service to the next level, these mobile apps enable technicians to email customers a “virtual door hanger,” informing them of the work performed during their visit.

By leveraging mobile service apps, pool service companies can deliver this elevated level of service. Technicians can instantly relay detailed information back to the office and directly into the customer’s service order, covering aspects such as job status, materials used, chemical readings (pre- and post-service), time spent, and any special notes for the customer.

Supplementing with e-commerce integration

E-commerce was already on the upswing, but this past season has underscored the ongoing growth of online sales, presenting a promising avenue for pool and hot tub service professionals to expand their sales and profits, particularly during the off-season. It is crucial for businesses to ensure their online stores offer customers the ability to order, make payments, and arrange for the delivery or pick-up of chemicals and other products. To achieve this seamlessly, their service software should support the online store and be integrated with the pool and hot tub industry, ensuring accurate inventory management and delivery dates.

A businesses’ e-commerce platform should also facilitate direct credit card processing through their business software system to minimize errors and guarantee accurate end-of-day accounting. Forward-thinking pool and hot tub businesses are investing in their e-commerce and bill payment systems, enabling them to promptly add products and services to their e-store, thereby kickstarting new winter sales. This may even involve accepting down-payments for products and services scheduled for delivery or use in the next spring.

The goal is for pool and hot tub store owners to encourage their customers to use the online shopping option as frequently as possible. Owners should emphasize that there is no need for customers to bundle up and visit the physical store to acquire hot tub chemicals; they can have them conveniently delivered to their doorstep. Some pool and hot tub retailers are even incorporating platforms such as Shopify into their online stores to better market additional products to their customers. For instance, selling and installing outdoor heaters can significantly boost revenues during the winter months.

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Winter is the ideal time for pool and spa businesses to enhance their e-commerce store and digital marketing efforts. The goal is to offer tailored promotions to clients, leveraging insights into their purchase history. Such information can be invaluable for boosting sales during the winter and beyond, and a well-integrated e-commerce site may help address persistent supply-chain challenges in the coming year.

The off season presents an opportune time for businesses to harness the full potential of their business software, fine-tune their e-commerce sites, and conduct a comprehensive inventory analysis. They can use this additional time to explore new geographic markets, test out winter-specific products and services, and solidify a foundation for enhanced agility in the upcoming season.

With just a few precious off-season winter months at their disposal, businesses should infuse creativity into their marketing efforts, consider the addition of new winter products and services, and fully leverage their e-commerce platforms. Doing so will not only boost winter sales but also establish a stronger footing for the upcoming season.

Considering the increasing number of new hot tub owners, the demand for service is set to be more crucial than ever in the coming year. It is an opportune moment for service companies to invest in the latest mobile software technology to optimize service routes, makepayment options easier, and seize growth opportunities.

Service professionals stand to benefit greatly from incorporating mobile technology into their business operations. In the upcoming season, consider adopting business software that includes robust mobile components designed to enhance the efficiency of service technicians.

Author

Rachael Pritz has been active in the pool industry for more than 20 years, which has provided her with an all-encompassing expertise in the trade. She worked at a local pool store while pursuing a master’s degree at the University of Pittsburgh, Pa. With her technical skills and industry knowledge, she joined the launch of RB Retail & Service Solutions in Pittsburgh in 2003.

Source URL: https://www.poolspamarketing.com/trade/features/revolutionizing-hot-tub-service-with-streamlined-contracts-water-testing-sales/

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