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1.6 Before Calling Technical Support
Make sure you have followed the STA and lled out a “Troubleshooting Data Col-
lection Form” (see example on page 61). Have the STA manual and the Trouble-
shooting 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 ll out a Troubleshooting Data Collection Form, please do so. If this is a war-
ranty repair, the information will be needed when your of ce lls 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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Make professional repairs.
Putting bondo, underwater epoxy, silicone or any other product to x cracked or leaking plumbing
will not adequately correct the problem and will most likely result in a return visit. Replace the com-
ponent or come back and do it for free!
Make repairs look as good as or better then when you started.
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.
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.
Suggest to the customer any improvements they can make in maintaining their spa.
Recommend replacement lters 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.
Always carry a box of lters and a box of the basic chemicals; once you have nished the service,
politely ask if they need any chemicals or a new lter. Drop off chemicals in a sealed box if they
have ordered them when they made their service appointment.