In tandem with our Jacuzzi Expert blog series, we’re also interviewing Jacuzzi® Dealers to get their perspective on the company’s products and customers. As a current or potential customer, these conversations will hopefully help you get to know the dealers, as well as give you practical information from the “people on the ground.”
For the first installment, we interviewed Jay Gavin from Aqua Paradise, a Jacuzzi® Hot Tub dealer with two locations in San Diego, Calif.
Q: What are the most popular questions customers ask at your dealership?
Jay Gavin (JG): The first thing customers want to know is “How much?” More than ever, people are shopping with their wallets rather than their wishes. Maintenance is also a major topic of discussion: How do I take care of the spa? Do you have salt? Do I have to use chlorine? How often do I drain it? How is the electrical set up? These all make sense to ask, and we’re happy to provide answers.
Q: What brings customers into your dealership?
(JG): Many people are looking for something fun to add to their backyard—something the whole family will enjoy. Also, we get a lot of customers looking to alleviate pain and discomfort in specific body parts. Whether it’s a neck injury or knee surgery, they want a way to feel better at home. And whenever we have a new model, we get customers coming in to check it out. For example, the J-500™ Collection and the J-LX® Collection are new and exciting, and they bring people in the door who are curious about them.
Q: What are the primary challenges that consumers face when deciding which Jacuzzi® Hot Tub to purchase?
(JG): Direction is a biggest challenge. You don’t always know where to start. The website helps, even if people don’t know the price. We usually start with size and budget, and then discuss seating arrangement to help you narrow down their options.
Q: What distinguishes your dealership from local competition?
(JG): At our dealership, the focus is not on selling, but on relationship building. We treat you the same as we treat our friends. We want to make sure you’re having fun and communicating with us. The Jacuzzi® Brand is also a big thing that sets us apart. The jetting story is one of the most important factors, as is the size of the manufacturer and their ability to support their dealers.
Q: What trends did you notice in 2014? Do you have any predictions for 2015?
(JG): We continue to hear a lot about swim spas, and I think we will continue to see more and more interest in the patio-sized spa. I also think more and more dealers will start turning to e-commerce.
Overall, it seems like more people than ever buy for the benefits of hydrotherapy and less for entertainment. That said, there is a trend of more people wanting style from their hot tubs. They want it to blend into their backyard.
Q: Regarding hot tub installation, is there anything that you hand out or recommend?
(JG): We don’t just hand out an electrical schematic, but we give you an actual picture of what the electrical connections should look like when complete in case your electrician needs a reference. We also remind you about service access. It’s amazing how many people decide down the road to build something around their spa, and don’t leave access for service.
Q: Step by step, what can a customer expect when they arrive at your dealership?
(JG): First we’ll learn about how a customer plans to use their hot tub and have them sit in a few models to find the perfect fit.
Next up is a discussion about budget. Once we have a general idea about their price range, we should have two spas to talk about.
Then we’ll make sure that you know what needs to be done as far as electrical access is concerned. We’ll also schedule a pre-installation inspection and provide electrical, concrete, landscaping, or deck referrals as needed.
On delivery day your Jacuzzi® Hot Tub will be delivered and a technician will conduct the setup, which consists of installing the cover lifter, filling the spa, and making sure all of the settings are properly programmed. Lastly, we do an orientation on water care and spa controls to make sure you are comfortable with your new Jacuzzi® Hot Tub. You can contact us if you ever have any questions about water care, hot tub maintenance or more; our relationship with our customers last long after your hot tub is delivered.
About Jay Gavin:
Jay is a 13-year veteran of the hot tub industry. His experience ranges from field work doing service and repairs to handling in-store duties with sales and marketing. In 2010, Jay also opened Aqua Paradise with locations in San Diego and Carlsbad, CA. Both showrooms specialize in Jacuzzi® Brand Hot Tubs and have been recipients of Jacuzzi’s Customer Service Excellence Award every year in business. In 2013 and 2014, Aqua Paradise was also the recipient of Jacuzzi’s Silver Medallion Award, placing them among top Jacuzzi dealers in the world.
Jay can be reached either 858-675-7727 or at [email protected].
Check back soon for the next installment in our series of interviews with Jacuzzi® Hot Tub dealers.