Customer Spotlight – Cloud 9 Tubs

Jeff Coleman, founder of Cloud 9 Tubs in New Hampshire, is transforming the walk-in tub and shower industry. With years of remodeling experience and a passion for customer care, Jeff creates safe, accessible bathing solutions to help clients maintain their independence.

Getting Started in the Walk-In Bathtub Industry

We had the pleasure of meeting with Jeff Coleman of Cloud 9 Tubs in New Hampshire to learn more about him and his growing business. We loved having the opportunity to sit down with Jeff and hear his story.

During his many years working in the bathroom remodeling industry, Jeff gained valuable insights into what it takes to run a business. Working in the field allowed him to hone skills regarding assessing bathroom layouts and finding the most walk-in product to fit the space and the needs of his clients. Through the years, he has refined his skills and learned additional business practices to best serve this population.

One event that propelled him into starting his own business and getting it right was witnessing first-hand the trauma and decline that can happen when an elderly person takes a fall. His nana fell in her bathroom and ended up in the hospital. The recovery took a toll on her and caused muscle and pulmonary weakness that eventually led to her passing. Jeff was surprised to learn that his story is far too common. 

He took his knowledge and renewed passion for helping people and started Cloud 9 Tubs. Located in Center Barnstead, NH, Jeff serves all of New Hampshire and Northern Massachusetts. What sets him apart from other walk-in tub companies are his quality products, which are manufactured just outside of Chicago, IL, and the personal care he provides to each of his clients.

His customers immediately see and feel the difference that Jeff offers upon meeting him.  Here is an example of a common customer experience that Cloud 9 creates:

“I can’t say enough about this company. Cloud 9 Tubs removed my existing tub and installed a walk-in shower. Jeff came to the house to go over plans, planning the project with me by listening to what I wanted, down to the specifics. He was knowledgeable, patient, and made suggestions based on his experience. He stayed in touch while we waited for materials. The project began within the timeframe outlined. The installers were a father/son team who did exemplary work. They also had great suggestions, and they did everything to make this remodel go smoothly and painlessly. I would not hesitate to recommend this company – they are the best!!”
~Christine G.

Cloud 9’s Growth Trajectory

After opening his doors in 2019, Jeff’s next step was to begin building an online presence. This is when his partnership with 99 Calls began. 99 Calls offers an Essentials Package that is designed to help put new businesses on the map. It includes four critical components:

• A branded, SEO website that is mobile-friendly and quick to load
• Building and Optimizing a GBP (Google Business Profile)
• Reputation-building services to gain trust
• A CRM to house contacts

99 Calls began working on creating a buzz for Cloud 9 and setting the framework for future lead generation. Jeff chose to work with a friend to run a Google Ads campaign for him and is using this additional channel to generate additional leads. His Ads program, along with the business he receives from his lead site and GBP have provided him with a steady stream of inbound interest.

Jeff now has two to three contractors working with him to install walk-in tubs and complete standard tub and shower-to-walk-in or roll-in shower conversions. His business has seen tremendous growth over the past four years, which appears to be a combination of Jeff’s smart marketing strategy, the relationships that he creates with his customers, and his fair pricing. He closes 40% of the calls he gets, which is far above the industry average. He also offers a 12-month expiration on all quotes, understanding that life can get hectic and people often need time to make a decision. In addition, he takes pride in his traditional marketing approach of refraining from email marketing because he does not want to harass potential customers.

Serving The Aging Population in the Concord Area – And Beyond

Most of the clients who seek bathroom conversions are part of the growing “aging in place” population. This is a group of seniors who are motivated to maintain independent living within their homes. Jeff’s role is to help them develop a bathing solution that will keep them safe and independent for as long as possible.

Walk-in Showers: The Top Choice For New Hampshire’s Aging Population

When asked what service is most sought after, he replied that 80% of his work is with tub-to-shower conversions. He cited several reasons why people prefer walk-in showers to walk-in tubs:

• Most people prefer to take a bath over a shower.
• Sitting in an empty tub, waiting for it to fill is uncomfortable.
• Even though there is a door that opens and closes for easy access, some people find it challenging to lower to the tub floor.
• Walk-in showers are less expensive
• Walk-in showers are easier to access and more likely to be used
• There are many seating and grab bar options available to customize the shower
• Roll-in showers offer zero-entry thresholds, which is perfect for those who use a wheelchair

Of course, whether clients choose to install a shower or a tub from Cloud 9, they will enjoy an acrylic finish that is easy to clean and maintain, leak-proof doors, and no ugly grout lines or cracking.

Walk-in Tubs Aren’t Just for the Aging

An interesting fact that we learned from our discussion with Jeff is that the trend toward wellness and longevity has triggered an increased appetite for hydrotherapy tubs. Consumers are looking for alternatives for ways to reduce stress and inflammation, increase relaxation and circulation, and manage pain, making them perfect for those suffering from arthritis, high blood pressure, diabetes, or other mobility issues. Hydrotherapy tubs are an excellent non-medicinal option for those looking for alternative treatments, and for those who love to bathe and want to enjoy all of the bells and whistles that a hydrotherapy tub can offer, such as water and air jets and chromotherapy (use of colored lights to enhance moods).