E-242 Pool Nation Podcast Best of 2024 - Hilarious Stories, Business Gold & Industry Legends

The pool industry is full of colorful characters, unexpected challenges, and endless opportunities for both laughter and learning. In this special 'Best of 2024' episode of Pool Nation Podcast, hosts Edgar De Jesus, John 'JJ' Flawless, and Zach 'the Pool boy' Nicholas compiled the year's most memorable moments, featuring conversations with industry veterans who've learned to navigate everything from angry Yelp reviews to midnight hot tub emergencies.

What makes this collection particularly valuable isn't just the entertainment factor—though there's plenty of that—but the real-world wisdom shared by pool professionals who've built successful businesses from the ground up. From handling customer complaints to understanding the quirks of online review platforms, these stories offer a masterclass in pool industry entrepreneurship.

The Reality of Customer Service: When Complaints Reach Social Media

One of the most enlightening discussions came from Eugene Lachman, owner of Prestige Pool and Patio, who shared his unique perspective on handling customer complaints that escalate to social media platforms. His approach reveals a fundamental truth about customer service in the digital age.

I personally, the only time that I get involved with a complaint anymore is when they complain on social media, Google. I don't know why, but if you're going to piss a customer off, every one of them are going to go to Yelp.

— Eugene Lachman, Pool Nation Podcast

Lachman's experience with review platforms, particularly Yelp, illustrates a common frustration among small business owners. Despite maintaining a four-star Google rating, his Yelp presence tells a different story, leading to candid discussions about the challenges of managing online reputation in an industry where customer satisfaction can be affected by factors beyond a service provider's control.

What's particularly noteworthy about Lachman's approach is how he views social media complaints as opportunities rather than obstacles. When issues reach his level, he sees it as a chance to dive deep into operational problems and connect directly with customers. His willingness to make house calls, even on holidays, demonstrates the kind of personal commitment that can turn dissatisfied customers into loyal advocates.

The Yelp Dilemma: Understanding the Algorithm Game

The conversation around Yelp reviews sparked one of the episode's most relatable moments for business owners across industries. The hosts discussed the persistent challenges with Yelp's review system, including the platform's tendency to hide positive reviews while prominently displaying negative ones from disgruntled former employees.

The discussion revealed a pattern familiar to many pool service companies: positive reviews mysteriously becoming 'unrecommended' while negative reviews from questionable sources remain visible. This creates a frustrating cycle where businesses feel pressured to pay for advertising to improve their visibility on the platform.

The minute I told you no, all of a sudden now I lost like 15 reviews on my page, right? Yeah. The algorithm picked up the no on the phone call that you triggered.

— Eugene Lachman, Pool Nation Podcast

This insight highlights the importance of diversifying online reputation management across multiple platforms rather than relying on any single review site. Smart pool service businesses focus on building strong Google profiles, maintaining active social media presence, and encouraging satisfied customers to share their experiences across various platforms.

Building Community in the Pool Industry

Throughout the episode, the strong sense of community within the pool industry shines through. From chance encounters on freeways between pool professionals to the supportive network that rallies around business milestones, these relationships form the backbone of industry success.

The hosts shared stories of industry members like Jeanette, who consistently shows up to support events and has become an integral part of the Pool Nation community. These relationships extend beyond business transactions to create a network of mutual support and shared knowledge.

Here's Jay started with service building. Now he's got retail. He's in every aspect of it... And this is what I love about Jeanette. We cannot leave Jeanette out. She's just such an amazing part of pool nation and support.

— Edgar De Jesus, Pool Nation Podcast

This community aspect isn't just feel-good networking—it's practical business development. Pool professionals who actively participate in industry communities gain access to shared knowledge, referral opportunities, and the collective wisdom of experienced operators who've faced similar challenges.

Leadership and Influence in Pool Service Operations

The episode featured insights from leadership development expert Doreen King, who brought a fresh perspective on influence and persuasion in the pool industry context. Her appearance highlighted the importance of developing soft skills alongside technical expertise.

The conversation touched on generational differences in communication and learning, illustrated through interactions with younger family members who approach problems differently than their experienced counterparts. This generational dynamic plays out daily in pool service companies where experienced technicians work alongside younger employees who may have different communication styles and expectations.

Effective leadership in the pool industry requires understanding these different approaches and finding ways to bridge generational gaps while maintaining service quality and customer satisfaction. The most successful companies are those that can adapt their management style to work effectively with diverse teams.

The Superstitions and Quirks of Pool Professionals

One of the more entertaining segments involved co-host Zach's tale of misfortune following the breaking of his lucky black onyx bracelet. While seemingly lighthearted, this story reflects a deeper truth about the pool industry: it's full of unexpected challenges that require resilience and sometimes a bit of humor to navigate successfully.

I started realizing, I've talked about the whole lightning strike and the dryer breaking and all of this, and my bracelet broke right before all of that. But the weird thing is, it keeps continuing.

— Zach Nicholas, Pool Nation Podcast

From equipment failures to weather-related setbacks, pool service professionals deal with a constant stream of variables beyond their control. The ability to maintain perspective and find humor in challenging situations often separates successful operators from those who burn out under pressure.

These personal stories also serve to humanize industry professionals, reminding customers that pool service providers are real people dealing with the same daily challenges as everyone else, just with the added complexity of managing multiple properties and maintaining complex equipment.

Recognition and Industry Growth

The episode highlighted several industry awards and recognitions, including the Pool Pro Magazine 30 under 40 winners. These acknowledgments serve an important function beyond simple recognition—they showcase the diverse talent entering the industry and the innovation happening at companies of all sizes.

The presence of publications like Pool Pro Magazine and events like the Pool Nation Boot Camp demonstrates the industry's commitment to professional development and knowledge sharing. These platforms provide crucial venues for sharing best practices, introducing new technologies, and fostering the relationships that keep the industry moving forward.

For pool service professionals, participating in these industry events and publications offers opportunities for professional growth, business development, and staying current with evolving best practices and regulations.

Key Takeaways for Pool Industry Success

The conversations throughout this episode reveal several consistent themes for building successful pool service operations. First, the importance of developing systems that prevent customer complaints from escalating unnecessarily. When issues do arise, treating them as learning opportunities rather than inconveniences can strengthen both operations and customer relationships.

Second, the reality of managing online reputation requires a proactive, multi-platform approach. Rather than focusing exclusively on any single review site, successful businesses cultivate positive relationships across various digital touchpoints while maintaining the service quality that generates organic positive feedback.

Finally, the value of community participation cannot be overstated. Pool industry professionals who actively engage with peers, attend industry events, and contribute to shared knowledge benefit from collective wisdom and support that individual operators simply cannot match.

The pool industry continues to evolve, driven by technological advances, changing customer expectations, and new business models. However, the fundamental principles of quality service, strong customer relationships, and community engagement remain constants for long-term success. As these industry veterans demonstrate, combining technical expertise with business acumen and a healthy sense of humor creates the foundation for thriving in this dynamic field.

Episode Chapters

• 00:00 Introduction and Pool Industry Community Stories
• 18:00 Customer Complaint Management with Eugene Lachman
• 35:00 The Yelp Review Challenge and Online Reputation
• 45:00 Leadership and Influence with Doreen King
• 60:00 Industry Recognition and Pool Pro Magazine Awards
• 75:00 Personal Stories and Industry Quirks