Airbnbs, Fences, and Flow Rates — Yes, You’re Doing It Wrong.

When pool industry veterans start a conversation with stories about power outages caused by homemade fireworks, you know you're in for some hard-earned wisdom. But behind the colorful anecdotes lies a sobering reality that every pool professional needs to understand: the equipment you install today could become your biggest headache tomorrow.

In a recent episode of the Talking Pools Podcast, hosts Leigh and Shane dive deep into the often-overlooked business risks that can make or break a pool service company. From distributor departures to warranty nightmares, their conversation reveals why the cheapest option isn't always the smartest choice—and why your business model might need a serious reality check.

When Distributors Disappear: The New Zealand Wake-Up Call

The pool industry's global supply chain recently hit a major snag in New Zealand, where two significant distributors suddenly ceased operations, leaving service companies scrambling for parts and warranty support. Shane experienced this disruption firsthand, describing the immediate impact on day-to-day operations:

We sell it on warranty periods coming up, parts just for servicing. You know, these particular units have just tubing, squeeze tube, service tube that needs to get replaced every 12 to 18 months. You know, just these tiny little things which weren't a problem two weeks ago. And now they become a very, very big problem for little old New Zealand, unfortunately.

— Shane, Talking Pools Podcast

This situation highlights a critical vulnerability in the pool industry's supply chain. When distributors exit a market—whether due to business decisions, financial troubles, or changing strategies—they leave behind a wake of service companies struggling to support the equipment they've already installed.

The ripple effects extend far beyond simple inconvenience. Service companies find themselves caught between manufacturers operating in different time zones and customers expecting immediate solutions. What used to be a simple phone call for a replacement part becomes an expensive international shipping nightmare.

The True Cost of Warranty Responsibilities

Perhaps the most eye-opening aspect of distributor departures is how warranty responsibilities shift back to the installing company. Leigh shared a particularly illuminating example from Australia's Pool Right situation in 2013, where a well-established brand with over 30 years of history suddenly left retailers holding the bag:

In Australia, consumer law is obviously the consumer is protected, and we, as the seller of the product, have to honour the warranty. Now, typically, we obviously push that back through to the manufacturer as the manufacturer of those goods. But if that manufacturer ceases to exist or that importer ceases to exist... then you, as the retailer or as the seller, actually then take on the responsibility of that warranty.

— Leigh, Talking Pools Podcast

This legal reality means that every piece of equipment you install carries potential long-term liability. A five-year warranty might seem attractive to customers, but if the manufacturer disappears in year three, you're responsible for the remaining two years—at your own cost.

Leigh's company found themselves replacing failed chlorinators with entirely different brands, often subsidizing the cost significantly. They developed a pragmatic approach to these situations, sometimes asking customers to contribute a portion of the replacement cost while explaining the broader benefits of upgrading to a more reliable system.

Strategic Equipment Selection: Beyond Price and Performance

The distributor crisis raises fundamental questions about equipment selection criteria. While most professionals focus on price, performance, and customer preferences, the stability and longevity of the supply chain deserves equal consideration.

Smart equipment selection now requires evaluating:

• The financial stability of manufacturers and importers
• The depth of local distributor networks
• The availability of cross-compatible parts
• The track record of companies in maintaining long-term support

Leigh's experience with solar panels provides another cautionary tale. After their preferred supplier (Sunbather) didn't offer rigid panels, they tried an alternative brand only to face warranty issues when that importer went out of business. The result? Expensive roof-mounted replacements at their own cost.

Length of warranty is not always a good thing. I wasn't so interested in products that had a 10-year warranty, or even a 5-year warranty, if I didn't think the company were going to be there to stand behind it.

— Leigh, Talking Pools Podcast

Building Resilience in Uncertain Times

The conversation between Leigh and Shane reveals several strategies for building more resilient pool service businesses. First, diversifying supplier relationships reduces dependence on any single distributor or manufacturer. This might mean maintaining relationships with multiple equipment brands, even if one is clearly preferred.

Second, warranty station opportunities can emerge from distributor departures. Forward-thinking companies might approach manufacturers directly to establish local warranty support, potentially creating new revenue streams while solving supply chain problems.

Third, transparent communication with customers about warranty realities helps set appropriate expectations. Rather than simply promoting long warranties, successful companies explain the importance of manufacturer stability and their own commitment to long-term support.

The Hidden Costs of International Shipping

The New Zealand situation also highlights often-overlooked logistics costs. Leigh's anecdote about shipping a simple birthday present illustrates the broader issue:

I did send Shane's kids a little parcel a few weeks ago. And it was just a poster book, like a scrapbook. Stickers. And a heap of stickers... it cost me $20 to send an envelope with a book and stickers in it. It probably didn't even cost me $10. So it's crazy what the post was... if that's what it costs to send a little book, what does it cost to send a pump or a parcel of parts?

— Leigh, Talking Pools Podcast

This reality means that emergency parts shipments can quickly become cost-prohibitive, especially for smaller service companies. The solution lies in better inventory management and stronger local supplier relationships—strategies that require upfront investment but pay dividends during supply chain disruptions.

Learning from Industry Veterans

Perhaps the most valuable aspect of the Talking Pools Podcast conversation is the long-term perspective it provides. Both Leigh and Shane have weathered multiple industry disruptions, and their approach reflects hard-earned wisdom about balancing immediate customer needs with long-term business sustainability.

Their experiences suggest that successful pool professionals need to think like risk managers, not just technicians. Every equipment installation decision carries potential future liabilities, and the companies that thrive are those that factor these risks into their business models.

The conversation also reveals the importance of industry relationships and knowledge sharing. When distributors exit markets, companies with strong networks and industry connections are better positioned to find alternative solutions quickly.

For newer professionals entering the industry, these stories provide crucial context about the difference between short-term success and long-term sustainability. The cheapest equipment option might win today's sale, but it could create tomorrow's business crisis.

As the pool industry continues to evolve, the lessons from New Zealand's recent distributor departures serve as a reminder that business resilience requires constant attention to supply chain stability, warranty realities, and the long-term viability of manufacturer relationships. The companies that internalize these lessons will be best positioned to weather future industry disruptions while maintaining customer satisfaction and profitability.

Episode Chapters

• 00:00 Introduction and Guy Fawkes Stories
• 05:30 New Zealand Distributor Departures
• 12:15 Warranty Responsibilities and Legal Obligations
• 18:45 Pool Right Case Study - When Established Brands Fail
• 25:20 Strategic Equipment Selection Considerations
• 32:10 International Shipping Costs and Logistics Challenges