Episode #17, Creating an Exceptional Retail Experience

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Megan Kendrick is the owner and editor-in-chief of SpaRetailer magazine. She has written about the hot tub industry since 2008.
COVID has turned traditional customer service on its head. Due to the overwhelming surge in demand, everyday tasks such as answering the phone needed to change. But as the situation evolved, retailers became more adept at anticipating customer needs. Norm Coburn, owner of New England Spas with three locations in Massachusetts, realized his company needed…
We finally go in-depth with cohost Jeff about the process he went through to buy his company. Jeff is candid about some of the obstacles he faced, things that went wrong and the costs associated with everything. While each business transaction is unique to the company and people, if you’re interested in buying or selling…
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It wasn’t until January 2021, during a worldwide pandemic, that Patio Galaxy decided to add hot tubs and swim spas to its inventory.
Photography by Ian Crysler Gib-San Pool and Landscape Creations, located in Toronto, does things a little differently than most in the hot tub industry: It owns its buildings, inventory, vehicles and even its phone system. “We like to tell our clients we really have skin in the game,” says Ed Gibbs, owner of the company….
In May 2022 Rick Gallagher was chosen to lead the platform that at the time included Marquis Hot Tubs and Artesian Spas. Since then, the company has added Nordic Hot Tubs to its lineup. Gallagher gives us a peek inside the first several months of his new life inside the hot tub industry and how…
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My son and I were waiting patiently at a local coffee shop for our food order. The lunch crowd began to grow. I felt my anxiety slowly rising, as I knew I only had a small window to work out before the gym daycare closed — and our order still hadn’t arrived. After a brief…