9
9. Make professional repairs.
• Putting bondo, underwater epoxy, silicone or any other product to fix cracked or leaking plumb-
ing will not adequately correct the problem and will most likely result in a return visit. Replace
the component or come back and do it for free!
•
Make repairs look as good as or better then when you started.
10. Make sure you leave the customer’s home as clean as you found it.
• Most customers don’t mind if you are having lunch in their backyard, as long as you remove the
evidence! Make sure to pick up any trash that you may have generated through repairs as well
as break times, lunch, etc.
11.
Leave a work order with the customer explaining what you found to be the problem and how you corrected
it.
• Make sure the customer understands the work order.
12.
Suggest to the customer any improvements they can make in maintaining their spa.
13.
Recommend replacement filters or a new cover if there is a need for one. A spa vac is an easy sell once you
demonstrate it to the customer.
14.
Always carry a box of filters and a box of the basic chemicals; once you have finished the service, politely ask
if they need any chemicals or a new filter. Drop off chemicals in a sealed box if they have ordered them when
they made their service appointment.
1.6 Before Calling Technical Support
Make sure you have followed the S.T.A and filled out a “Troubleshooting Data
Collection Form” (see example on page 61). Have the S.T.A manual and the
Troubleshooting Data Worksheet near the telephone. Technical Support can help you
best if these things become the communications tools for the phone call.
1.7 Before Leaving The Customer
Even if you don’t have to fill out a Troubleshooting Data Collection Form, please do so. If this is a warranty repair,
the information will be needed when your office fills out the “Returned Goods/Labor Tag”. In any case, it will
help you spot trouble before it happens. Pumps burn up if voltage at the hot tub is too low. Circuit breakers trip if
heaters and motors draw too much current (Amps). Wires overheat and connections burn if wire size is too small
or push-on connectors are loose. Call backs cause cost of service to increase!
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