Troubleshooter

Anatomy of a Tech

Posted on February 1, 2018 by SR Editorial

What to look for, and where to look, for your next hire by Robert Stuart Illustration by Michael Berrelleza We talk a lot about what techs should know, the tools they should use, how they should deal with customers and how to diagnose or fix things. Now I thought it

Posted in Departments, Troubleshooter employee issue, hiring, technicians

Golden Opportunities

Posted on July 31, 2017 by SR Editorial

Service techs can bring in the most sales to existing customers, if they try By Robert Stuart What is your service department? Is it a profit center, or a necessary evil to keep customers happy with their new products? If you’re not running it as a profit center, you’re losing

Posted in Departments, Troubleshooter existing customers, sales, sales training, tech sales

A Hassle with Big Payoffs

Posted on June 5, 2017 by SR Editorial

Hang your troubleshooting hat on fixing plumbing leaks By Robert Stuart The phrase ‘into the belly of the beast’ pertains to just about any spa with an internal plumbing leak. Someone has to go inside and navigate the mass of plumbing through layers of cabinet, insulation and spider webs

Posted in Departments, Troubleshooter leaks, plumbing, Robert Stuart

Price Woes

Posted on February 1, 2017 by SR Editorial

How to tell customers you’re worth what you charge By Robert Stuart “What filter does my spa take?” a customer on the phone asked me. “Would you like me to bring new filters when I come out or ship some to you?” I replied. She hesitated, then said, “I just

Posted in Troubleshooter hot tub repair, Robert Stuart, service, service pricing, troubleshooter

Dabbling in Decks

Posted on October 1, 2016 by SR Editorial

Four ways hot tub retailers can make money selling, subbing or fixing decks By Robert Stuart THE LAST RECESSION TAUGHT US to do everything in our power to keep ourselves in customers’ sight and create as many revenue streams as possible. Over the years, I’ve seen spa companies that dabble

Posted in Troubleshooter deck repair, renovation, tune-up