Clearwater Spas is situated in the town of New Castle, Delaware right along the Delaware River. Don Adams founded the business about 30 years ago after he bought a used wooden hot tub and needed to service it. There was no one to help him so, being the engineer that he is, Don figured it out! Others soon heard of his ability to fix hot tubs and he formed his own service company. The little company grew into what has become Clearwater Spas today. “Service is still a huge, underserviced aspect of the market,” states Don. “Our niche is that we offer same day service on what we sell!”|
Employing 3 full-time employees, Clearwater sells hot tubs, saunas and barbeque grills. However, the hot tub sales have expanded and now account for the majority of his sales.
Clearwater has a stellar reputation for great customer service. We are good at what we do! We have over 300 5-star ratings on our website!” says Don proudly. “Most of our business is from word-of-mouth and personal referrals.”
Don is a veteran in the retail hot tub industry and understands the associated challenges. Sometimes local permits can be tricky to obtain but knowing how to avoid those pitfalls is one of the things that has helped give Clearwater Spas its longevity. Don also knows that when customers are strictly price-shopping he can be undercut by big-box stores. However, he is quick to point out that once he is able to help a customer see the value of his personal sales and service, he usually closes the sale.
Clearwater Spas has just had its best year since 1994! But, Don isn’t resting on that for very long! His goal for the coming year is to keep concentrating on what he does best, selling hot tubs! He already has a plan in place to increase his marketing and he has committed to hiring more staff.
Don likes carrying the Nordic line of hot tubs because he feels it is an outstanding company to work with. The reliability of the Nordic products makes life easier from both sales and service aspects.
“I don’t usually give business advice,” states Don. However, he goes on to say that giving the best customer service is really the most important aspect of business. Don says “Running a business isn’t rocket science…it’s just good customer service!”
For more information, contact Don at Clearwater Spas or find them on Facebook!
The Hot Tub Store was founded almost 22 years ago in Waynesville, North Carolina. Paul Alfano purchased the store 12 years ago and loves being in the hot water business! He sells hot tubs, saunas, high-end outdoor furniture, accessories and chemicals. Paul and his crew deliver, install and do service work on the products they sell.
The store displays 25 hot tubs in the 5500 square foot showroom at 1478 Dellwood Road, West. With 2 full-time employees, Paul is very proud of the quick response time he can give to his customers. Paul states, “We do many things very well here! Our company is known for exceptional sales and customer service.” His lead Service Tech has over 15 years’ experience in the field and knows just about everything there is to know about hot tubs. So much so, that his nickname is Yoda!
“Our sales are consultative sales” says Paul. “We ask questions, determine needs and fulfill those needs based on what the customer tells us.” Paul knows that listening to his customers, gives him the insight to make better suggestions to fill their wants and needs.
The thing that Paul finds the most challenging for The Hot Tub Store is finding the balance between keeping his expenses in check while still maintaining cost effective pricing for the products. He often has to work within governmental guidelines and, while they can be challenging, he knows how to problem solve to achieve that ‘workable solution’.
2015 was the best year in The Hot Tub Store’s history! Paul states that they are “already up 35% from last year’s January!” He feels the trend should continue throughout the year and he is excited to see what 2016 brings! The aspects Paul plans to work on are improving their social media presence and enhancing digital marketing.
The Hot Tub Store has been a Nordic dealer for their entire history and Paul doesn’t foresee that changing. “Nordic is easy to do business with. As a company, Nordic is responsive to their dealers’ needs” states Paul. “Their products are reliable!” He also likes the fact that when Nordic tubs are delivered, they are relatively easy to unload and deliver to his customers.
If he could make suggestions to other dealers, Paul says, “Display those products! Give your customers a wet and dry hot tub demo that they can see, feel, sit in and try before they buy!” Paul also feels that while his stated store hours are 6 days a week from 9 to 5, it is important customers know they can call to make appointments with him outside of those hours.
Paul also encourages dealers to develop and take advantage of other digital marketing opportunities. If you would like to talk to him about what he has done to monetize his website, please contact him!
The Hot Tub Store and Paul Alfano can be contacted at their website or visit their Facebook Page.
Hot Tub Maintenance in progress
Cape Cod Aquatics Pool & Hot Tubs was founded by Jim and Michelle Treese nearly 14 years ago. Located in the picturesque resort town of Harwich, Massachusetts, Jim sells hot tubs, accessories and chemicals and installs in-ground fiberglass pools. Depending on the season, they employ up to 6 people.|
Jim is very proud of the quality of after-sale care and service he and his staff provide. “We work on all makes and models,” states Jim. Cape Cod Aquatics has an outstanding reputation in the area and it’s mostly by word-of-mouth referrals. “We have become the ‘go-to’ hot tub and pool people!” says Jim with a smile. He credits their 2 highly skilled service technicians as some of his best sales people. His customers know they are in great hands during the sale and especially after. “That makes all the difference!” he states.
The seasonal aspect of a resort area can sometimes be a challenge and Jim understands the cycle all too well. Cape Cod Aquatics experiences an explosion of activity in spring and summer when the resorts and summer homes are re-populated. Jim states there is a slowdown around late summer but activity spikes again in fall, when customers want their hot tubs and pools closed and winterized. “You just have to be prepared for the long winters here,” says Jim. “We’ve learned to manage the down time.”
Cape Cod Aquatics had a great 2015 and Jim is looking forward to a very busy 2016. “Our goal for this year is increased hot tub sales and growing our service aspect even more by expanding our client base.”
Having joined the Nordic Family in 2004, Jim states Nordic Hot Tubs is one of the most dealer-friendly companies….ever! He is pleased that, when he calls Nordic, he gets a ‘live person’ and straight, honest answers…every time. “Our history with Nordic means that we are a dealer for life!” states Jim. Nordic Hot Tubs are at a great price point for his market too. Jim says, “They [Nordic Hot Tubs] practically sell themselves and they don’t break down!”
What advice would Jim give to other dealers? “You have to believe in the product you are selling. If you don’t, you convey it. Also, you’ve got to back it up!” says Jim. Another thing he advises, “Keep it light! If you aren’t enjoying what you’re doing….go sell copiers!”
Contact Jim at Cape Cod Aquatics or find them on Facebook!
Jim setting up Dan Akroyd's Nordic Hot Tub