The below outlines the key working policies and procedures of Jacuzzi Spa & Bath limited. The aim is that by reading this guide, you will be familiarised with our structure, processes and the support we offer. Should you have any additional questions or concerns that are not covered, please raise them with your allocated Account Manager.
Jacuzzi Spa & Bath Limited Commitment
Jacuzzi Spa and Bath Limited is committed to delivering premium quality, customer centric products and services.
(New 2018) Our Values
Our Teams all work to company values for how we act, and how we want to be perceived by our customers:
- We will take responsibility and make sure things are solved
- We will take pride in what we do here
- We will treat customers fairly
- We will be a friendly, inclusive team who help one another
- We will stay curious and keep getting better at what we do
- We listen to customers
- We are proud of the Jacuzzi legacy
- We are trustworthy people
Primary Contact Information
When working with Jacuzzi you will be allocated a key contact from our Commercial Team and separately our Customer Care Team.
Within our Commercial Team your primary contact will be either; Martyn Winstone, Hazel Pattison or Sebastian Marsh. This will be communicated to you by the Commercial Team.
Contact details (as per above) are:
email@example.com/ 07384 462810
Sebastian.firstname.lastname@example.org/ 07741 854829
Our Customer Care Team is structured to provide a key internal contact for each individual dealer. You will be allocated an internal contact by Kathi Driver our Customer Care Manager.
Our Customer Care main phone number is 0113 272 7430
(New 2018) Your Customer Care contact email address will be communicated by the team and will be in the format; “dealername”@jacuzzi.co.uk
Customer Care Policies & Procedures
How the Customer Care Desk works?
Each dealer will be assigned a primary contact from the Customer Care Team to direct all after sales, stock ordering, deliveries and warranty communication towards.
(New 2018) Our email system is now set up to give each dealer their own Customer Care email address (“dealername”@jacuzzi.co.uk). Your primary Customer Care contact will be directly linked to this address. In line with our deployment of Office 365 across our business, this email format is used in order to keep a historical log of all of your emails tied directly to your account. It should also limit requirement for your contact address to be changed.
(New to 2018) In order to improve technical expertise within the team, we now have a specialised Technical Support role. This role allows us to provide over the phone technical advice if required – This contact is Phil Crawford – email@example.com/ 0113 272 7430
(New to 2018) For the first time ever this year we have separated Supply Chain Management from our Customer Care Team, as a result Rachel Jowett is now our Supply Chain Manager. If you would like to discuss our stocking programme and product availability please contact Rachel on Rachel.firstname.lastname@example.org/ 07468487248.
All hot tub and accessory ordering should be placed through our Live Stock System. This system can be used to check free stock levels at all times, view future stock availability, and place orders for all Premium and Lodge hot tubs.
The URL to access our LSS is: www.stock.jacuzzispaandbath.co.uk
For full information on how to access and use this platform, please request a user guide through your Account Manager.
Parts orders should be submitted via email to your Customer Care contact. Orders must be placed via email. Verbal orders will not be accepted.
The following information is required for emailed orders:
- Company name and address
- Purchase order
- Required delivery date
- Part numbers for each item if possible – or hot tub model & colour choice
- Any special instructions
To make sure our stocking programme is effective, we require you to take delivery of products within the time period agreed on placement of order.
Green Days Delivery Programme – In order to maximise delivery efficiency as well as delivery availability, we operate a “green days” delivery programme. Your location will have set days every month that you should strive to take delivery on. For more information on green days or too understand your allocated delivery days, please speak to your Customer Care Advisor.
Changing an Order
Please call or email your Customer Care contact to ensure that we are informed of any changes before your specified delivery date. To make changes to orders involving stocked hot tubs, parts and accessories, there is no charge.
If your order is a special model/colour combination and has already been dispatched from the factory, charges will be at the discrepancy of our Customer Care Manager.
Our lead times are as follows:
In-stock at UK warehouse – 2 days
Special order (America) – 10-12 weeks
Special order (Italy) – 4-6 weeks
(New 2018) – Swim Life – Stocked Watlington – 7-10 days
(New 2018) – Swim Life – Special Order (Canada) – Mar-Jul 8-10 weeks/ Aug-Feb – 6-8 weeks
Lead times may vary throughout the year dependent on demand, stock levels and shipping schedules. Our Customer Care Team can provide you with current lead times when your order is placed. Please note; we define lead-time as the time between the order date and the product’s ready to deliver date.
Delays may occur during the credit review process; it is your responsibility to ensure that your account with us is current for your order to be processed on time.
Every new hot tub ordered comes with a cover as standard. Cover specs and colours vary dependent on the range.
Unless advised the standard supplied covers are below:
J200/ J300/ Italian Design/ Lodge / Commercial – Colour matched – Vinyl
(New 2018) J400 – Black – Pro Last
J500 – Colour matched – Pro Last
(New 2018) Swim Life – Black – Vinyl
We keep stock of our most frequently required spare parts in our UK warehouse. For advice on optimal parts stock for your business, please speak with Rachel Jowett.
(New 2018) We are now stocking most frequently required Pro Endure Cabinets.
About Jacuzzi Warranty
Jacuzzi provides a comprehensive warranty for all hot tubs and swim spas sold through approved dealers. Details of our warranty can be found in our brochures or requested through our Customer Care Team.
(New 2018) We have launched detailed individual warranty cards for all of our hot tub ranges both for domestic and commercial installation.
As part of the sales, delivery and installation process we expect that, as an approved retailer, you should register the hot tub warranty with Jacuzzi on behalf of the consumer. The tub must be registered before any authorised service work will be completed. You may register the consumer by entering their details within the Jacuzzi Club area on our website www.jacuzzi.co.uk.
All Jacuzzi® hot tubs have a unique serial number and it is important that you are able to provide us with consumer details including; serial number, warranty registration number and installation date, when arranging any service for your customer. If you are unclear of the process, please contact our Customer Care Team.
We employ a team of six trained Jacuzzi Engineers located around the UK who are available for in warranty product faults.
(New 2018) We now operate a warranty work overflow programme with our dealers to improve our scalability and customer experience at peak times of the year. To understand how you can get involved in this programme, please contact the Customer Care Team.
Please note, Jacuzzi “in warranty” support in the UK is driven centrally via our Customer Care Team and Engineers. Unless you a written agreement in place with Andrew Bewicke our Commercial Manager that states otherwise, you should not be carrying out your own warranty work. If you do this without consultation with the Customer Care Team, we reserve the right to not pay any invoices that are raised for the work.
For hot tubs that are no longer in warranty or where the defect is proven not to be a manufacturing fault, we charge a call out fee of £125 (inc VAT). Jacuzzi reserve the right to change this charge at any time, and will provide you notification of such changes in a timely manner.
(New 2018) We will be pushing as much “out of warranty” work as possible back to our dealers. This is to keep our engineering team resource available for “in warranty” customers and drive the revenue back to our dealer network.
(New 2018) We have now deployed Sales Force to manage our engineer after sales bookings. As part of this deployment our interaction with the customer, once their appointment is booked, is now primarily by email rather than letter.
(New 2018) In Summer 2018, we will be rolling out dealer portal access to view your own customer after sales details and live updates in Sale Force.
(New 2018) Swim Spas -Swim Life
Our Swim Life warranty programme is dealer led and we expect all warranty work to be completed by the dealer. We have a detailed Swim Life warranty program document which breaks down the how this program works. You can request this from our Customer Care Team.
New (2018) Jacuzzi Community
We have now launched Jacuzzi Community (www.jacuzzicommunity.co.uk), a platform which consolidates all of our online dealer resources, including live stock, sales training, finance systems, marketing support and technical support, into one easy to access location. Please familiarise yourself with the platform and utilise the content we offer.
Sales & Marketing Support
Marketing Support Material
Brochures and Price Lists – Jacuzzi® produces both an in-depth brochure and a lighter version price lists for retailers to take advantage of. Both are annually updated, usually in January prior to the hot tub season beginning. Price lists are free of charge with a nominal fee for brochures over and above your initial allocation.
Point of Sale (P.O.S.) – Jacuzzi has an established P.O.S. brochure which you can use to order any required ready branded showroom marketing material.
Acrylic and Cabinet Samples – Jacuzzi keep a small stock of colour samples in stock. These can be requested through Helena Starling at email@example.com/ 07789 375 598.
For any further information on Brochures and Point of Sale please contact Helena Starling at firstname.lastname@example.org/ 07789 375 598.
If you decide to produce material locally to drive brand awareness, or advertise showroom promotions or events, please be aware that we have a set of brand guidelines which we expect any materials produced to adhere to. These are available on request from Helena.
At www.jacuzzi.co.uk consumers can browse our full range of Jacuzzi products across our sales channels, learn about the Jacuzzi brand history, as well as locate their nearest Jacuzzi® authorised retailer and download brochures and buyers guide. We expect your website to feature a link back to www.jacuzzi.co.uk so that consumers can be confident that you are an authorized and approved retailer. Our digital presence is one of our most important company strategies and we have a European development programme to continue to further our market presence and website functionality. For more information on this, please contact our Digital Executive Chris Curtis on email@example.com/ 07740 490 594
One of the key drivers of the Jacuzzi website is lead generation for our retailers. Currently there are three key types of leads that we receive through this channel, Live Chat, Product Pages and Brochure downloads. Once Jacuzzi receive web leads through we will distribute them to the most relevant retailer to follow up. It is important that leads are followed up by our retailers in a prompt manner and we continuously request feedback on sales conversions. Jacuzzi reserves the right to pull leads for retailers who are not effectively following leads up that we send through.
Shows and Events
Jacuzzi encourages you to host showroom events to invite prospects and improve footfall. We also encourage you to be active in events in your local area with opportunities in business to business and at consumer events. We have also found County Shows, Shopping Centre Promotions and attendance at Sports Events to be particularly fruitful for retailers in the past. Annually Jacuzzi Spa & Bath ltd will attend major exhibitions directly and may seek support from you in providing resource on particularly busy shows. We distribute leads according to region and local retailer and we continue to drive awareness of the brand directly with consumers, all with the aim to increase footfall into your showroom.
Consumer Financing Programs
Jacuzzi is in partnership with Consumer Credit Solutions Ltd and Hitachi to continue assisting you with all your consumer financing needs. As part of being a Jacuzzi authorised retailer it allows you to gain access to a supported consumer finance licence without going through the full licence process and cost.
The key advantages of finance include:
- Sell more Hot Tubs
- Use Credit as a “soft sell” marketing tool and attract more customers
- Improve sales conversion
- Increase order values
- Decrease order cancellations
If you choose to partner with this programme you will gain access to the Hitachi finance system which allows you to fully track the consumers order from quotation to delivery. We have financial guides that we can provide outlining our current financial offers and a breakdown of how finance works. In addition we can offer further training through Consumer Credit Solutions. For more information, please contact your Sales Manager.
On a yearly basis Jacuzzi organise for our authorised retailers to attend a European wide conference as a way of celebrating the previous year’s successes and highlight future plans for the business. We also aim to organise a UK based conference where we can focus on our local level priorities as a UK network. Although the target is to do these every year, we consider the economic environment as it affects our business. Attending our conferences is a great way for retailers to share ideas, learn from each other and enjoy a motivational few days with the whole Jacuzzi team.
Jacuzzi® Hot Tub Awards
Each year, the efforts of Jacuzzi hot tub retailers are recognised at the European Conference. Award categories include; Design Awards, Dealer Achievement Awards and Service Awards. We send details of awards and how to get involved around the time of the conference.
We have seen rapid growth in the commercial hot tub market in recent years, in particular Holiday Parks and actively encourage our dealers to target this sales opportunity. We have developed specific products to meet commercial requirements, as well as a pricing structure designed to allow dealers to be competitive. For more details of how to get involved in this programme please contact our National Sales Manager – Martyn Winstone on firstname.lastname@example.org/ 07715051638.
For any after sales queries on Commercial please contact Phil Crawford on our Customer Care Team – email@example.com/ 0113 272 7430
Accounting and Credit – Policies and Procedures
In this section we outline our intentions and expectations regarding your account with us and any credit procedures that may be incurred. Payment terms & Credit Limits are agreed and authorized with the Jacuzzi® representative that opens your account. Once payment terms are agreed we ask that all payments are made in the first week of the relevant month, whilst this is not mandatory it does enable us to have consistency in the processing and management of our accounts, if this is not feasible please contact our Accounts Department to agree an alternative fixed date each month to make your payment.
Account terms and conditions
Our Accounts Department will review customer orders prior to delivery to determine if your account balance is within your terms and credit guideline. If there are concerns that would prohibit delivery, you will be contacted as soon as possible. Information regarding your credit status is sensitive and we will only discuss these matters with the designated contact or business owner. To avoid delays, please ensure we have up-to-date contact information and note that your accounts status may delay your orders.
Note: If you have any concerns about your account status, please call Jackie Bell who will be pleased to help you. Jackie’s contact details are firstname.lastname@example.org or 0113 272 7432.
Credit/Debit cards are an acceptable form of payment. We currently accept all major Credit/Debit cards with the exception of American Express. Credit/Debit cards on file should be current, valid and with sufficient available credit.
Application of Cheques
To ensure accuracy, please provide us with reference numbers for each cheque when submitting payments. Reference numbers include our invoice, order or credit memo number. Anticipated credits and unauthorized deductions are not permitted. Providing reference information will expedite the application of payments to your accounts.
Transfers by Bank Transfer
Our preferred method of payment is by Bank transfer. If you wish to pay in this way, our details are as follows:
Natwest, Leeds, LS1 1QS
Account Name : Jacuzzi Spa and Bath Limited
Account Number : 46978836
Sort Code : 60-60-05
Delinquent accounts delay delivery of Jacuzzi® hot tubs, parts or other products. Accounts are placed on hold following returned cheques or a missing payment. Additionally, where payment is outstanding longer than agreed, your account may be terminated. There are added benefits for maintaining your account in good standing including participation in our annual incentive schemes and promotion campaigns.
Name, Address, or Phone Number Changes
Changes in your company’s name, ownership, address, contact names, phone or fax numbers should be submitted to your Account Manager and our Accounts Department in writing either by fax or by email. If you own more than one store, having current contact information for each location allows us to help increase your sales by referring customers to your nearest location via the Retailer Locator on our website and also enables us to forward consumer leads directly to the email address that corresponds to each location.
Please make all cheques payable to Jacuzzi Spa and Bath Limited and send payments to:
Jackie Bell, Accounts Department
Jacuzzi Spa and Bath Limited
Old Mill Lane
As a result of the heavy fluctuations in pound to US dollar exchange rate over the last few years, in 2016 we introduced a sliding scale levy programme. The programme is necessary in order for us to continue to operate as a distributor, but we also combine it with cost reduction and efficiency initiatives to reduce the impact on our dealers. For more information about this programme, please speak to your Account Manager.