Inside Hayward: Innovation, Support, and the Future of Pool Equipment with Monica Archibald

The Power of Being Available: How One Phone Call Changed Everything

In today's fast-paced world, customer service often feels like an afterthought. But for Monica Archibald, District Sales Manager at Hayward Pool Products, answering the phone whenever possible isn't just good business—it's the foundation of lasting relationships. In a recent episode of the Pool Chasers Podcast, Monica shared how a single phone call in the middle of Costco on a Saturday afternoon changed the trajectory of a business relationship and exemplified what true customer service looks like in the pool industry.

In the middle of Costco, like on a Saturday at 3 o'clock or something, the phone rings. Oh, you answered? I go, yeah, so you called. And he's, oh, I just wanted to ask you some questions on some Hayward stuff. I'm like, sure. So I answered him. From that point on, he's, I knew that you would be a good rep.

— Monica Archibald, Pool Chasers Podcast

This simple interaction reveals a profound truth about the pool equipment industry: when you're standing in 115-degree heat trying to troubleshoot a malfunctioning unit, having someone who actually answers their phone can make all the difference. Monica's approach to customer service has helped her build a successful 13-year career with Hayward and establish meaningful relationships throughout the industry.

From Accidental Entry to Industry Expert: A 24-Year Journey

Monica's path into the pool industry wasn't planned. What started as a temporary customer service position at Oric in 2001—with the intention of staying just three years while completing graduate school in psychology—turned into a passion that has spanned over two decades. Her journey took her through various roles, from customer service to director of marketing at Pool Electrical Products, before landing at Hayward where she found her calling as a sales representative.

Her diverse background has given Monica a unique perspective on the industry. She understands the technical aspects of pool equipment, the marketing challenges pool companies face, and the critical importance of after-sales support. This comprehensive knowledge allows her to serve as more than just a sales rep—she's a consultant who helps pool professionals grow their businesses.

During her time in California, Monica worked in a marketing-focused role, traveling from LA to San Diego helping pool companies understand co-op programs and maximize their marketing investments. This experience taught her that many pool professionals weren't taking advantage of available resources simply because they didn't know about them.

Turning Skeptics into Believers: The Art of Handling Objections

One of the most impressive aspects of Monica's approach is how she handles resistance from potential customers who have had negative experiences with Hayward products in the past. Rather than avoiding difficult conversations, she embraces them as opportunities to educate and rebuild trust.

My first question is how long has it been since you used it? Because they're going to talk to me about an EcoStar that was 12 years ago. Come on. Do you still have your phone from 12 years ago? Things change. Things advance.

— Monica Archibald, Pool Chasers Podcast

Monica acknowledges past issues head-on, particularly with products like the EcoStar pump that had well-documented problems. However, she focuses the conversation on how Hayward responded to those issues and what improvements have been made since then. She emphasizes that while failures happened, the company's response—including covering pumps that were five, six, or seven years out of warranty—demonstrated their commitment to making things right.

Her strategy involves showing customers the complete picture of what Hayward offers today, knowing that there will be at least one or two products that spark interest. Whether it's the heat pump technology, AOP systems, or the four-year warranty on Excel pumps, she ensures customers understand what they might be missing by dismissing the brand entirely.

The Voice of the Customer: How Hayward Develops Products

What sets Hayward apart, according to Monica, is their commitment to listening to their customers. The company regularly conducts "Voice of the Customer" (VOC) sessions, gathering input from homeowners, pool professionals, and builders to understand what features and improvements are needed in the market.

This customer-centric approach has led to practical innovations and compatibility features that make life easier for pool professionals. For example, Hayward's automation systems can work with Pentair and Jandy lights, and even Pentair pumps with the addition of a converter board. This "play well with others" philosophy recognizes that pool professionals often work with mixed equipment from different manufacturers.

We've tried to play well with others and listen to the industry and say, what do you want? Hayward always does is a voice of the customer. It's a VOC. They'll talk to homeowners. They'll talk to pool guys, builders, and they'll say, what do you need?

— Monica Archibald, Pool Chasers Podcast

This approach extends beyond just product development. Monica emphasizes that understanding customer needs helps her provide better service and build stronger relationships. She takes time to understand each customer's specific challenges and business goals, then tailors her recommendations accordingly.

Maximizing Marketing Partnerships: The Co-op Advantage

One area where many pool companies leave money on the table is in taking advantage of manufacturer co-op programs. Monica spends significant time educating customers about these opportunities, where companies like Hayward will match marketing investments dollar-for-dollar up to certain limits.

Whether it's truck wraps, advertising campaigns, or promotional materials, these co-op programs can significantly reduce out-of-pocket marketing expenses. However, Monica notes that many pool professionals either don't know these programs exist or don't understand how to access them.

I always tell people if you love Hassa, like if you buy a bunch of Hassa stuff, like why not ask them, do you have a program? Do you have benefits? Do you have that? Because you're doing it anyway.

— Monica Archibald, Pool Chasers Podcast

Her advice extends beyond just Hayward customers. She encourages pool professionals to ask all their suppliers about available programs and benefits, emphasizing that if they're already purchasing from these companies, they should maximize every available advantage.

Building Relationships Through Accessibility and Expertise

Monica's success stems from her willingness to be accessible when customers need help. In an industry where equipment failures often happen at the worst possible times—during extreme heat, on weekends, or when customers are expecting their pools to be ready—having a knowledgeable person available can be invaluable.

Her approach goes beyond just answering technical questions. Monica takes time to educate customers about competitive advantages, warranty terms, and how different products can help them win more business. She understands that informed customers make better decisions and build more successful businesses.

The relationship-building doesn't stop at individual interactions. Monica participates in industry events, hosts facility tours, and organizes summits designed to bring pool professionals together with Hayward's senior leadership. These activities create opportunities for deeper connections and help customers feel more invested in the partnership.

The Future of Customer Service in the Pool Industry

Monica's story illustrates what exceptional customer service looks like in the modern pool equipment industry. It's not just about having good products—it's about being available when customers need help, understanding their business challenges, and providing solutions that go beyond simple product sales.

Her emphasis on education, whether about new product features, marketing programs, or competitive positioning, helps customers make informed decisions and grow their businesses. This consultative approach creates loyalty that goes far beyond price competition.

For pool professionals looking to build better relationships with their suppliers, Monica's approach offers a valuable blueprint. She demonstrates that the best vendor relationships are built on mutual respect, open communication, and a genuine commitment to helping each other succeed.

As the pool industry continues to evolve with new technologies and changing customer expectations, the principles Monica embodies—accessibility, expertise, and genuine care for customer success—will remain fundamental to building lasting business relationships. Her success at Hayward proves that in an industry often focused on technical specifications and price points, sometimes the most important factor is simply being there when customers need you most.

Episode Chapters

• 00:00 Introduction and Background
• 05:30 Monica's Journey into the Pool Industry
• 12:45 The Costco Phone Call Story
• 18:20 Handling Product Objections and EcoStar Legacy
• 25:10 Voice of the Customer and Product Development
• 32:40 Co-op Programs and Marketing Partnerships
• 38:15 Building Customer Relationships and Territory Management