Specialty retailers in the pool and spa industry have an immediate advantage over big box stores simply because they can personalize their service. Where big box stores sometimes gain the advantage is through their implementation of vast computer systems and the development of impressive distribution channels. Today, pool and spa specialty retailers can gain competitive advantage by choosing the right business software to integrate internal operations. This type of management can help retailers increase their level of customer service, minimize operating costs, increase profits, and reduce competition from mass merchandisers.
The retailing rule of thumb was always ‘location, location, location.’ While this still holds true, today’s more successful hot tub retailers are using more innovative techniques to remain competitive with big box stores and Internet vendors. From mood rooms and wet tests to ‘slushies and soirees’ with live music, hot tub retailers are getting ahead with outstanding service, education, and personal interaction.
Evosus, a business management software developer in Vancouver, Wash., recently hosted 130 pool, spa/hot tub, and hearth professionals at its two-day training conference, which offered courses on marketing, service and delivery to customer loyalty programs.
Retailers are always looking for ways to retain and gain customer loyalty whereby stopping their clientele from looking elsewhere for their swimming pool and spa/hot tub needs. One way of doing this is to establish a customer loyalty program that helps retailers develop long-lasting relationships with their customers, which is a key part of any business plan.