The business surge in 2020 due to COVID-19 caught most pool and spa service businesses by surprise, especially given that we were forced to operate much differently than in the past. Despite the challenges, savvy pool and spa professionals are embracing technology and business software solutions to improve their business practices for an even better 2021 season. Here are a few of the latest trends emerging from our industry.
Pool and spa trend No. 1: Using apps
The use of mobile apps has exploded in light of the pandemic, as apps have made it easier than ever – for both consumers and retailers – to make transactions and remain in communication. Many mobile apps are available through business software packages or as stand-alone tools, allowing pool and spa businesses to provide better service to customers and makes daily operations less stressful for employees. Staff can use a tablet, an integrated magnetic stripe-reader, or a pocket barcode scanner to complete sales transactions, process credit cards, and email receipts to keep clients from waiting in line.
Mobile apps integrated into your POS software can prevent staff from interrupting a lab technician, who may be assisting a customer to view the test results from another customer. Having a live mobile app allows employees to use mobile tablets and smart-phones to access the same data anywhere on the retail floor.
Service techs are also using mobile apps in the field to upload photos, equipment information and other customer data for future reference as well as tools to help diagnose water chemistry issues. They even allow techs to send messages directly to clients with recommended product purchases that can be made directly through your online store.
Pool and spa trend No. 2: E-commerce
E-commerce was already on the rise, but this past season made it apparent that online sales will continue to grow and, in fact, will help pool and spa service businesses continue to expand their sales and profits. Retailers discovered the importance of re-training customers to use online shopping for pool and spa supplies. As a result, pool and spa professionals are dedicating resources to the enhancement of their online store.
Remember that, when clients go to your online store, they should be able to order, pay, and arrange for delivery or pick-up of their chemicals and more. Be sure your business software supports your online store and has pool industry integrations, so that inventory and delivery dates are accurate. You should also be able to easily process credit cards on your e-commerce site directly through your business software system, to eliminate mistakes and ensure the correct end-of-day tally. Additionally, make online sales seamless by using an Online Bill Pay system that creates a reliable billing process to make it easier and more convenient for customers to pay bills.
Pool and spa trend No. 3: Communication
The pandemic has underscored the importance of paperless communication, both internally with staff and externally with customers. In fact, with the rise of remote work and the ability to stay in close communication digitally, pool and spa service businesses reported they expanded their staff talent pool as well as their customer reach.
Using internal chat systems and integrated business software allows remote service techs to log in to the information they need, without having to physically go to a building for information.
Additionally, retailers report they are in better communication with customers now than before the pandemic. Many retailers decided to add a ‘chat’ function to their websites and divide up the shifts among all employees, so they can be available for clients 16 hours a day, 7 days a week. Managing the chat function can now easily be done from home and creates stronger relationships with existing and new customers.
Embracing new ways
The trends emerging from our industry clearly show pool and spa professionals are embracing technology, to thrive in a marketplace where there’s an even greater demand for products and services that enhance the backyard. Be ready to embrace new technology to serve your existing customer base as well as the many new, younger generations that are entering the market as first-time pool and spa owners!
About the author: Rachael Pritz
Rachael Pritz has been active in the pool industry for more than 20 years, which has provided her with an all-encompassing expertise in the trade. She worked at a local pool store while pursuing her master’s degree at the University of Pittsburgh, Pa. With her technical skills and industry knowledge, she joined the launch of RB Retail & Service Solutions in Pittsburgh in 2003. She can be reached via e-mail at [email protected].
