E-278 Pool Nation Podcast - The Motor That Drives Successful Pool Pros: A Deep Dive with Michelle Watson & Max O’Brien

The Evolution of a Pool Pro: From Solo Service to Scaling Success

What separates successful pool service professionals from those who struggle to grow beyond a one-person operation? In a recent episode of the Pool Nation Podcast, hosts Edgar De Jesus and team sat down with Michelle Watson, the 2022 Pool Girl of the Year winner, to explore the mindset and strategies that drive sustainable business growth in the competitive pool service industry.

Michelle's journey from a solo operator to scaling her Ventura, California-based business offers valuable insights for pool professionals looking to break through growth barriers while maintaining quality standards. Her story isn't just about adding employees—it's about building systems, choosing the right customers, and maintaining personal passions that fuel professional success.

Two Decades of Building Trust and Expertise

Michelle Watson didn't start her scaling journey recently. With 20 years in the pool service business, she's built a foundation that many newer operators lack: deep customer relationships and proven systems. Her approach to growth has been methodical and intentional, focusing on quality over rapid expansion.

I started my business about 20 years ago now. So at the time, five years ago, I was rolling pretty strong on my own. My husband just started working with me. He started a kind of a small route, just diving into it a little bit, seeing if you wanted to grow. And so fast forward five years later, he's fully loaded with a full route. I'm still fully loaded.

— Michelle Watson, Pool Nation Podcast

This gradual approach allowed Michelle to test her systems and build confidence in delegation—starting with the person she trusted most. Her husband became her first employee, creating a foundation for future growth while maintaining the quality standards that built her reputation.

The trust factor cannot be overstated in the pool service industry. Customers invite service professionals into their backyards, often when they're not home. Building that level of trust takes years, and Michelle understood that scaling too quickly could jeopardize these valuable relationships.

The Commercial Pool Advantage: Higher Stakes, Higher Rewards

While many pool service professionals gravitate toward residential accounts for their perceived simplicity, Michelle has discovered the advantages of commercial pool maintenance. Her portfolio includes about 18 commercial properties and nearly 80 residential accounts—a 50-50 split that provides both stability and growth opportunities.

I prefer commercials. I do. I mean, residentials are easy and I love all my customers. I've had customers for 20 years. So you become very close with them and their dogs and their kids. But I do prefer commercials because there's so much more to learn, so much more repairs to be had.

— Michelle Watson, Pool Nation Podcast

Commercial pools present unique challenges that many service providers avoid: health department regulations, emergency service expectations, and more complex equipment. However, these challenges translate into higher revenue opportunities and more predictable cash flow. Michelle visits her commercial accounts three times per week, compared to the typical weekly service for residential pools.

The commercial sector also provides an ideal training ground for new employees. Michelle strategically places new hires on commercial accounts first, where she can maintain oversight while they learn her standards and procedures. This approach protects her residential customers while ensuring new team members receive proper training.

Strategic Scaling: Systems Before Staff

Michelle's approach to hiring demonstrates the importance of preparation over impulse. Despite having potential employees ready to start, she pulled back when her son became available for seasonal work. Now, with shorter days and four new commercial accounts starting January 1st, she's committed to moving forward with her scaling plan.

I had two guys ready to jump on board and then my son started working with me. So I got wet feet and pulled back from these guys. My son's going to do the fire crew. I need them now. The days are getting shorter. I start four more commercials January 1st in Goleta. And I'm at the point where I can't turn back.

— Michelle Watson, Pool Nation Podcast

Her preparation includes establishing payroll systems, securing workers' compensation insurance, and ensuring all legal requirements are met—especially crucial in California's regulated business environment. This methodical approach reflects a common theme among successful business owners: they invest time in building proper foundations before adding complexity.

Michelle recognizes that scaling requires short-term sacrifice for long-term gain. She acknowledges leaving money on the table with missed opportunities for filter changes and equipment upgrades due to capacity constraints. However, she views the initial overhead costs of employees as an investment that will ultimately allow her to capture more revenue.

The Detailed Excellence Philosophy

During the interview, Edgar De Jesus highlighted how attention to detail separates successful businesses from mediocre ones. This philosophy aligns perfectly with Michelle's methodical approach and extends to her choice of business partners and suppliers.

The discussion took place at Aquastar Pool Products' headquarters, where Edgar noted how the company's attention to detail—from bathroom design to product manufacturing—reflects their overall business philosophy. This same principle applies to pool service businesses: customers notice when service providers care about the small things.

Michelle's 20-year customer relationships demonstrate the power of consistent, detailed service. In an industry where customers often switch providers due to inconsistent service or poor communication, longevity speaks volumes about quality and reliability.

Work-Life Integration: Surfing as Fuel for Success

Perhaps the most unique aspect of Michelle's success story is her commitment to maintaining personal passions alongside business growth. As an avid surfer in Ventura, she refuses to let business demands completely consume her life.

I make it a priority to get out. I try to get out at least three times during the work week. I use my lunch breaks and yes, I can time it around the tides most time. I own my business. I have to be disciplined. It's not like, oh, the waves are good. I'm going surfing if it's when I can. But I definitely, I'm 45. So it's really important for me to maintain consistency in the water because surfing is my passion and it doesn't matter what job you have. You work to live. You don't live to work.

— Michelle Watson, Pool Nation Podcast

This philosophy challenges the common entrepreneur mindset of total work dedication. Michelle recognizes that maintaining her passion for surfing makes her a better business owner, employee, and person. The discipline required to balance business demands with personal priorities often translates into better business decision-making.

Her approach also demonstrates the flexibility that business ownership can provide—when structured properly. By building systems and eventually delegating responsibilities, business owners can create the lifestyle they desire rather than becoming slaves to their operations.

Vision for the Future: Fleet Goals and Market Recognition

Michelle's long-term vision extends beyond simply adding employees. She dreams of building a recognizable brand in the Ventura market, complete with wrapped trucks that represent quality and professionalism.

This vision reflects an understanding that true business success goes beyond personal income—it's about building something larger that can operate independently and serve as a legacy. Her goal of having "Shell's Pool and Spa" trucks recognized throughout Ventura demonstrates brand-building thinking that many service businesses lack.

The fleet concept also provides scalability that pure service capacity cannot match. While individual routes have natural limits, a fleet operation can grow market share and create multiple income streams through various service levels and specializations.

Key Takeaways for Pool Service Professionals

Michelle Watson's journey offers several crucial insights for pool service professionals looking to scale their operations:

• Start with trust: Begin scaling with people you trust completely, then build systems to evaluate and train additional team members.
• Embrace commercial opportunities: While more demanding, commercial accounts provide higher revenue, more frequent service intervals, and valuable training environments.
• Prepare before you leap: Establish proper legal, insurance, and payroll systems before hiring employees, especially in regulated states like California.
• Maintain personal priorities: Successful business ownership should enhance your lifestyle, not consume it entirely.
• Think beyond service capacity: Build a brand and systems that can operate independently of your personal involvement.

Conclusion: The Motor That Drives Success

Michelle Watson's success stems from a combination of patience, preparation, and passion. Her 20-year journey demonstrates that sustainable business growth requires more than just adding employees—it demands systems, strategic thinking, and a clear vision for the future.

Her preference for commercial pools, methodical approach to scaling, and commitment to work-life balance provide a roadmap for other pool service professionals. Most importantly, her story shows that success in the pool industry isn't just about working harder—it's about working smarter while maintaining the personal elements that make the journey worthwhile.

As Michelle prepares to launch her next growth phase with new employees and additional commercial contracts, her foundation of trust, systems, and personal passion positions her for continued success. For pool service professionals looking to scale beyond solo operations, her journey offers both inspiration and practical guidance for building something bigger than a job—building a business and a life.

Episode Chapters

• 00:00 Introduction and Golden Ticket Event
• 05:30 Attention to Detail in Business
• 10:15 Michelle's Award and After Party Story
• 15:45 Michelle's 20-Year Business Journey
• 25:20 Commercial vs Residential Pools
• 35:40 Scaling Challenges and Employee Management
• 45:10 Surfing and Work-Life Balance
• 52:30 Future Vision and Fleet Goals