One visitor is thinking about buying a hot tub — comparing Sundance against D1, wondering about financing, still some way from a decision. The next one has a hot tub with a leak, in February, and needs somebody today. They have nothing in common. Sell to the first and you lose the second; serve only the second and you’re a repair shop, which Sanctuary Spas is not.
So Buy a Hot Tub and Request Service are both top-level items, and neither visitor is made to walk through the other’s journey to reach theirs. Underneath the buying half: three dealer lines, a used and clearance list updated as units come in, and financing on its own page. Underneath the service half: repairs, leak diagnosis, control system upgrades, winterisation, and a booking form that drops straight into the service desk’s own ticketing. The retail catalogue — chemicals, filters, covers, accessories, a couple of hundred lines — sits alongside as a browsable reference.
That catalogue doesn’t take payment, and that’s the right call. Sanctuary already runs its store through a separate business system, and a second checkout on the website would mean two sets of stock counts disagreeing with each other by Thursday. The site shows the product and hands the transaction to the system that already knows what’s in stock. One source of truth beats a tidier-looking website every time.
