Meeting customer expectations
Addressing customer expectations is extremely important, after all a 5.2- to 5.8-m (17- to 19-ft) vessel will require additional accessories such as steps to access the cover and an extended cover lift apparatus versus a standard removal system. Some manufacturers also offer modular components such as benches and multi-tiered steps with handrails.
As most above-ground swim spas are between 1219 and 1600 mm (48 and 63 in.) tall, filling the unit can take hours to complete and it could be up to 24 hours before the customer can use their swim spa.
Reviewing water care and operational procedures with the client is also essential to keeping the customer happy. For instance, unlike a hot tub, the water temperature in a swim spa is lower when it is being used for exercise purposes as opposed to therapeutic use. When the customer understands what is involved to keep their hot tub/swim spa water clean and clear, they will be more satisfied with their purchase.
Failing to tell a customer to check their water two to three times per week is irresponsible and puts the customer’s safety at risk. New swim spa or hot tub owners should be given a water maintenance tutorial, emphasizing water balance and sanitization. It will not only make the customer’s life easier, but also ensure the retailer is not constantly on the phone with an unhappy swim spa/hot tub owner. In fact, some retailers offer weekend classes in water care and offer free water testing. These types of programs make sense as the retailer has a captive audience. Further, should the results of a customer’s water test reveal the need for additional chlorine or bromine, they will typically buy their water maintenance products from the retailer, rather than a big-box store.
In comparison to swim spas, hot tubs typically have higher water temperatures which require the same water maintenance, but in much smaller doses. Swim spas or hot tubs equipped with an automatic dispenser or inline system can significantly reduce the need to add sanitizers manually. Retailers must advocate regular swim spa/hot tub water maintenance, whether customers use them or not, as this will keep the water ready for when they do decide to take a dip.
For swim spa purchases, retailers should instruct their customers to keep the water temperature between 27 and 29 C (80 and 85 F) for fitness purposes. They should also be advised to check with their doctor prior to a fitness routine.
Traditionally, hot tubs are kept at a higher temperature and customers should not try to exercise in anything above 29 C (85 F). Doing so can cause early fatigue and raise the body’s core temperature, which can cause hyperthermia. The warning signs of this include dizziness, lightheadedness, and rapid heartbeat.
