Sucking Internet Sales Dry
For the last five years, I have struggled to sell vacuums to my customers due to Internet prices. This is no secret in our industry. But finally, the big manufacturers are coming to our aid. They are offering considerable rebates to the homeowners and not allowing Internet sales on some of their products. So now the pool stores and pool companies are back in the game. We also have to figure out which vacuum to use for different pool shapes and new main-drain cover shapes. But there are answers.
For the last 10 years, I’ve been constantly getting calls from our customers saying their auto vacuum is stuck to their main drain. Usually it’s because of an elevated main drain cover — the vacuum climbs up on the main drain cover and grabs hold of it. Of course, sometimes it’s because the homeowner didn’t adjust the valves properly and there’s too much suction from the main drain. But once again, the manufacturers appear to be listening to our cries for help.
My vacuum of choice is the Rebel from Pentair. It has a high clearance on the bottom, keeping it from getting stuck on the main drains. It will also never be found on the Internet, and comes with a two-year parts and labor warranty. With a mail-in rebate for the homeowner, it puts the pool stores and pool companies on the same footing as some of the vacuums our customers find online. Zodiac/Jandy has the same deal on two of its vacuums now. One is a pressure-side vacuum and the other is a suction vacuum. They will not be sold on the Internet, and are only warrantied when bought from a pool store or pool professionals.
How long an automatic vacuum should last is a common question. I have found that telling your customer four to five years works well in most cases. Educate your customers on the importance of maintenance to avoid costly repairs. Simple repairs like new wheels will extend the life of a vacuum. Many of our customers have purchased wheels and skirts for their vacuums, just to be ready when they are needed.
It’s about time the manufacturers stand up for us. All three major manufacturers — Pentair, Zodiac and Hayward — are all holding back warranties from homeowners buying off the Internet. They can’t stop online shopping, but they sure are helping us compete against the prices. All three main manufacturers now do not offer warranties on variable-speed pumps and salt systems that originate from an Internet sale. Selling pool equipment is getting easier for us; it’s all in how you educate your customer. I consistently have customers who buy their vacuum from a pool store and put it in their pool, only to find it gets stuck in the corners, on the steps or — as I mentioned before — on the main-drain cover. And what about the customer who complains about the noise coming from his or her automatic vacuum? This is a simple fix: It’s the seller’s responsibility to understand the pool’s location in relation to the house. Many styles of vacuums are loud and can bother homeowners, so make sure the pool is far enough away from the house so it can’t be heard. I blame the store clerks and owners for not asking the customer about the shape of their pool and what kind of drain cover he or she has. If the manufacturers are going to have our back with Internet sales, we need to educate the homeowners to help promote their products. At last, this is a win-win situation for our industry.
