A Pool Pro's Perfect World

The Reality Check: Why Pool Pros Don't Live in a Perfect World

Picture this: you're a pool service professional who shows up to maintain a crystal-clear pool, only to receive a complaint call later that day from a customer who watched your every move on their security cameras like it was reality TV. Sound far-fetched? Unfortunately, this scenario is becoming all too common in the pool service industry, especially in our post-COVID world where homeowners have more time to scrutinize every aspect of the services they're paying for.

In a recent episode of the Talking Pools Podcast, hosts Wayne and Steve dive deep into the less glamorous side of pool service – dealing with unreasonable customers, unrealistic expectations, and the art of knowing when to walk away from a client. Their candid discussion reveals the harsh realities that many pool professionals face daily and offers valuable insights for both service providers and pool owners.

The Perfect World vs. Pool Service Reality

Every pool service professional dreams of that ideal customer base: clients who pay on time, appreciate good service, and maybe even greet you with coffee and donuts. But as Wayne points out in the podcast, that's not always the reality.

You know, in a perfect world, you know, you've got commercial accounts, you've got residential accounts... who pay you regularly and, you know, love your service and, you know, bring you coffee and donuts every time you show up, that kind of thing. You know, and then you have the other customers who don't make your life happy.

— Wayne, Talking Pools Podcast

The gap between expectation and reality has widened significantly since COVID-19. With more homeowners working from home and having increased free time, many began questioning the value of services they previously took for granted. This shift has created new challenges for pool professionals who must now navigate heightened scrutiny and often unrealistic expectations.

Steve shares his experience with maintaining an incredibly low client turnover rate – less than 1% – by implementing an open-door policy and being willing to admit mistakes when they occur. However, even the best service providers occasionally encounter clients who are simply impossible to please.

The Great Camera Surveillance Dilemma

One of the most telling stories from the podcast involves a client who literally treated pool service like entertainment, watching the technician's every move on their big-screen TV through security cameras. This scenario highlights a growing trend in the industry that many professionals find invasive and counterproductive.

Whenever my guy would go to do the pool, they literally would sit in the living room, turn on the camera and, like, watch him on the big screen TV like he was a reality show. Okay? Because he could see, he could hear the camera like it would turn on, it would whistle when it would turn on. And he was like, bro, it would turn on, like, 30 times while I was there.

— Steve, Talking Pools Podcast

This level of micromanagement creates several problems. First, it demonstrates a fundamental lack of trust between the service provider and client. Second, it can lead to complaints about methods rather than results – customers focusing on what they think should be done rather than whether the pool is actually clean and properly maintained.

The story continues with the client complaining that the technician didn't vacuum the pool, despite the pool being in pristine condition. This illustrates how surveillance can create problems where none actually exist, as customers become fixated on specific tasks rather than overall service quality.

The Art of Customer Screening and Red Flags

Experience has taught seasoned pool professionals to recognize potential problem clients before signing contracts. Steve shares valuable insights about reading the signs during initial consultations.

A lot of times like you can go into someone's backyard and you can see like, whoa, like there's dog shit all over the yard here, you know? Yeah. And you walk into this backyard and, like, there's shit just, like, strewn all over the place and stuff. Like, these are the types of clients that usually aren't going to pay their bills on time. You know? Like, if they don't have a tidy backyard, like, they use their checkbook usually as an order.

— Steve, Talking Pools Podcast

While this might sound judgmental, experienced professionals understand that a property's condition often reflects the owner's attention to detail and organizational skills, which can directly impact their reliability as clients. Other red flags include:

• Excessive questioning about basic procedures during the initial consultation
• Requests for unrealistic pricing or service modifications
• Properties that show signs of neglect or poor maintenance
• Clients who mention having problems with previous service providers
• Unrealistic expectations about pool maintenance requirements

The key is learning to balance the need for business growth with the quality of your client base. As businesses become more established, they can afford to be more selective about the clients they take on.

When Education Meets Stubbornness: The $500 Electric Bill Mystery

One of the most frustrating aspects of pool service can be clients who create their own problems and then blame the service provider. Steve recounts a particularly enlightening conversation with a client who was convinced that pool service was responsible for her skyrocketing electric bill.

The client claimed her electric bill increased by $500 monthly due to the robotic pool vacuum. However, upon investigation, Steve discovered she was running her pool pump 24/7 because she misunderstood how pool circulation works. This situation highlights several important points:

• Many pool owners lack basic understanding of their equipment
• Misconceptions can lead to expensive mistakes
• Even after being fired, professional pool technicians often continue to educate clients
• Proper pump operation is crucial for both pool health and energy costs

Take the timer pins off or run it in service mode and run it 24 seven until it clears up. Because if you're running on an eight hour, eight, you know, the pumps only running on for eight hours and then off for 16, it takes you three days to run one 24 hour period where if you take the timer pins off and you're running 24 seven now in a three day period, you're running 72 hours.

— Steve, Talking Pools Podcast

This example demonstrates the importance of client education and the value that knowledgeable pool professionals bring beyond just cleaning services.

Weather Preparedness and Safety: Lessons from Recent Hurricanes

The podcast also touches on the recent hurricane impacts across the Southeast, with both hosts emphasizing the importance of weather preparedness and safety protocols. This discussion reveals another layer of professional responsibility that extends beyond regular maintenance.

Key weather-related insights include:

• Never drain a pool before a storm, as it can cause the pool to "pop out" of the ground
• Educate customers about proper storm preparation procedures
• Prioritize crew safety over service schedules during severe weather
• Use weather radar apps to plan daily routes and avoid dangerous conditions
• Climate change is making weather unpredictability a more significant factor in pool service

The hosts stress that pool professionals have a responsibility to educate their customers about these safety measures, as many homeowners don't understand the potential consequences of improper storm preparation.

Building a Sustainable Pool Service Business

Throughout their discussion, Wayne and Steve emphasize several key principles for building a successful and sustainable pool service business:

Quality Over Quantity: It's better to have fewer high-quality clients who pay on time and respect your expertise than to chase every potential customer. As businesses mature, they can afford to be more selective.

Clear Communication: Setting proper expectations from the beginning helps prevent misunderstandings later. This includes explaining your methods, pricing structure, and what clients can realistically expect from your service.

Professional Standards: Investing in proper equipment, insurance, and certified technicians justifies higher pricing and attracts better clients. Steve mentions using advanced equipment like the Leaf Demon cordless vacuum and employing properly certified, insured technicians.

Educational Approach: Taking time to educate clients about pool maintenance, even when they're being unreasonable, demonstrates professionalism and can sometimes salvage difficult relationships.

Know When to Walk Away: Sometimes the best business decision is refusing or ending service with problematic clients. This protects your team's morale and allows you to focus on clients who value your service.

The Technology Factor: Modern Tools for Better Service

The podcast highlights how modern technology is changing pool service, both positively and negatively. While security cameras can create awkward surveillance situations, other technologies are improving service quality and efficiency:

• Cordless vacuum systems that reduce service time from 90 minutes to 15-25 minutes
• Robotic pool cleaners that maintain pools between service visits
• Service apps that track before-and-after photos and detailed service notes
• Weather radar systems for better route planning
• Bluetooth-enabled water testing equipment for precise chemical analysis

These technological advances allow professional pool services to provide better value while working more efficiently, but they also require ongoing investment and training.

Conclusion: Thriving in an Imperfect Pool World

The pool service industry will never be perfect – there will always be unreasonable customers, unexpected weather events, and challenging situations that test even the most experienced professionals. However, as Wayne and Steve demonstrate, success comes from learning to navigate these challenges with professionalism, proper preparation, and a clear understanding of your own value.

The key takeaways from their discussion center on the importance of customer education, proper screening processes, and maintaining high professional standards even when dealing with difficult clients. By focusing on quality service, clear communication, and strategic client selection, pool service professionals can build sustainable businesses that weather both literal storms and figurative ones.

For pool owners, this candid discussion offers valuable insight into the challenges service providers face and highlights the importance of mutual respect and realistic expectations in the service relationship. Understanding these dynamics can lead to better outcomes for everyone involved in keeping our pools clean, safe, and enjoyable.

Ultimately, while we may not live in a perfect pool world, professional expertise, proper communication, and mutual respect can create something pretty close to it – one satisfied customer at a time.

Episode Chapters

• 00:00 Introduction and Hurricane Support
• 05:30 Living in a Pool Pro's Imperfect World
• 12:15 Customer Screening and Red Flags
• 18:45 The Security Camera Surveillance Story
• 25:20 The $500 Electric Bill Mystery
• 32:10 Weather Safety and Storm Preparation
• 38:50 Building Sustainable Client Relationships