SME News Q3 2023 | 12 Bubbling Hot Business Providing hot tub servicing, repairs, and sales, Smalley Hot Tub Services Ltd (Smalley) is a family-run business with its sole focus being on providing exceptional customer service. We find out more as it celebrates success in the SME News Business Elite Awards. Smalley Hot Tub Services Ltd repairs and services all makes and models of inflatable hot tub. With local customers that drop their hot tubs off to be worked on, Smalley also attends people’s homes if necessary in order to make the service as quick and easy as possible for customers. Additionally there is a courier service that the company uses to organise collection and return of inflatable hot tubs, as well as liners and pumps, covering the whole of the UK and Ireland. “We carry out work on inflatables and rigid tubs, as well as swim spas and hydro pools,” explains Justine Smalley, one of the firm’s owners. “It's incredibly important to us that no one is left without help – Every customer is just as important as the next and if help is needed, that's what we provide.” The company was born during lockdown whilst Justine’s husband, Chris was furloughed from the Royal Navy and had taken to fixing family and friends’ hot tubs for them. Before the couple knew it, word had spread and soon Chris and Justine were seeing all makes and models of hot tub being dropped off for them to reinvigorate! “By repairing these hot tubs, we were helping people save money by not having to buy new,” Justine continues. “We are stopping waste products going to landfill and we are building a legacy for our own family.” Having accidentally stumbled unknowingly on a huge gap in the market, business kept on coming and by 2021 the firm had branched out into acrylic tubs too – eventually leading to it becoming a retailer. Today, Smalley has become a brand that people can trust, a brand that not only services and repairs, it also sells some of the biggest names in the hot tub world, such as Sunbeach, Lay-Z-Spa, Intex, and Catalina, as well as a range of own-brand chemicals and other accessories. “Our customers are our number one priority,” Justine elaborates. “This is our main core value and we will not be beaten on customer service. We treat everyone how we would expect to be treated – with respect, honesty, and by doing right by them. Our repairs, workmanship, and parts used are all to the highest standard they can be. We will not compromise on these key factors.” The company is proud to be the UK’s only manufacturer endorsed warranty repairer (as of November 2021) and the warranty repair team for Cosy Spa, through Net World Sports Ltd. As well as this, both Chris and Justine have passed their FGAS City and Guilds certification to prove that they are as educated, trained, and legally compliant as can be. This acts to reassure customers that Smalley is qualified to not only install but also to carry out repairs and annual servicing, which is a legal requirement for pressurised gas pumps. Regarding marketing activities, the firm has an active Facebook page and website, as well as a presence on the Google business platform. This allows its customers to access the company for repairs but it also provides free advice to anyone that needs help with troubleshooting problems with their hot tub functions, chemicals, or usage. More recently, Smalley has started to install and supply air source heat pumps, which is a big step for and promotes one of its core values of making hot tubs affordable and sustainable too. “We work incredibly hard to ensure that the hot tubs we promote and sell are as energy efficient as possible,” Justine enthuses. “This is very important for our customers but also for the planet. Less energy means less cost for our customer and less damage to the planet. It is important to us to promote good, quality products that work well and are affordable.” In February this year, Smalley even launched its own customer loyalty scheme through the website where people can earn points to spend on future purchases through the online shop. “We wanted to give something back to our customers and also to help them out with the costs of running their hot tubs and maintaining their chemicals. Alongside this, we launched our Blue Light and military discounts with a 10% discount to all eligible customers. Again, a way we can give back to the people that support us and chose to buy through us.” Recently, Smalley Hot Tub Services gained notable recognition within the SME News Business Elite Awards 2023, receiving the title of Most Trusted Hot Tub Repair Company 2023 - East England. Now, as the future is looking bright, it seems the family-run enterprise has big plans for further developments. Having recently launched an inflatable hot tub warranty repair scheme that allows customers to pay monthly, the firm is now hoping to upgrade this to include acrylic hot tubs and air source heat pumps in the coming year, feeling this to be an affordable way to spread the costs of running a hot tub. Contact Details Contact: Justine Smalley Company: Smalley Hot Tub Services Ltd Web Address: www.smalleyhottubservices.co.uk
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