From Outback to Education: Pool Adventures with Peter, Lee, and Shane

Winter Blues and Business Views: Pool Pros Share Their Adventures

Picture this: It's the middle of winter in Australia, one host is shivering in 8-degree weather while wearing a jumper for the first time in ages, another is dealing with gas leaks and storm warnings in New Zealand, and the third? She's living it up in sunny Brisbane managing a menagerie of animals and a bustling pool business. Welcome to another episode of the Talking Pools Podcast, where the weather might be unpredictable, but the insights are always valuable.

This week's episode brings us a unique perspective from Lee, who's taken on relief management duties for a substantial pool business in Brisbane, complete with retail stores, service staff, and enough animals to stock a small farm. Her experience offers a fascinating glimpse into how fresh eyes can transform a business, while Peter and Shane provide their usual dose of practical wisdom from the field.

The Value of Stepping Into Someone Else's Pool Business

Lee's current adventure in Brisbane isn't just about keeping a business running while the owners take a well-deserved break—it's about the invaluable learning that comes from seeing how others operate. As she explains:

It always opens my eyes to seeing how somebody else runs a business, the procedures and that they have in place or don't have in place. Sometimes having a fresh set of eyes in your business is a great way to grow. We all get stuck in our own ways of doing things.

— Lee, Talking Pools Podcast

This observation highlights a crucial point that many pool business owners overlook: the power of perspective. When you're deep in the daily grind of running a business, it's easy to develop tunnel vision. You become so accustomed to your processes that you stop questioning whether they're truly the most efficient or effective ways of operating.

Lee's experience managing this Brisbane operation while the owners are away provides her with a unique vantage point. She's not just observing from the outside—she's actually working within their systems, using their procedures, and interacting with their staff and customers. This hands-on approach gives her insights that a traditional business consultant might miss.

The Art of the Mystery Shop: Learning Through Customer Eyes

One of the most intriguing aspects of Lee's approach to business improvement is her use of mystery shopping. She describes a particularly memorable experience from several years ago:

I actually did a mystery shop. And then the following day, I came back to train their staff. Well, you should have seen their faces when I walked in the door next day to do their training when they realized that they'd been mystery shopped by their trainer the day before.

— Lee, Talking Pools Podcast

The beauty of Lee's mystery shopping approach lies in its multi-layered methodology. She doesn't just walk in and observe—she creates realistic scenarios that test different aspects of the business. This includes making phone inquiries about equipment problems and seeing how staff respond, as well as in-person visits to evaluate customer service and technical knowledge.

What makes her mystery shops particularly valuable is her industry expertise. Unlike a generic mystery shopper who might only evaluate basic customer service metrics, Lee can assess whether staff are providing accurate technical advice, appropriate product recommendations, and proper testing procedures. She understands the difference between good customer service and good pool industry customer service.

The Challenge of Taking Time Off in the Pool Industry

The conversation reveals a persistent challenge in the pool industry: the difficulty many business owners face when trying to take time off. Lee shares her own experience, noting that it took years before she could comfortably step away from her business:

Very quickly our business grew and we no longer could shut our doors for any great length of time but we were fortunate that we had staff that could cover for short periods of time, a week, two weeks maybe at a push. But we'd been in business nearly, what was it, about 18 years before we actually got to go on an extended break.

— Lee, Talking Pools Podcast

This struggle is all too common in the pool industry, where many businesses are husband-and-wife operations or small family enterprises. The personal attention that makes these businesses successful can also become their biggest limitation when it comes to growth and owner freedom.

The business Lee is currently managing exemplifies this challenge perfectly. As she notes, they're taking two essential people out of the business—both the husband who handles much of the service and commercial work, and the wife who runs operations. For nearly three weeks, this substantial operation needed someone with the experience and knowledge to maintain standards while the owners recharged.

Learning from Injury: Turning Setbacks into Opportunities

Peter's story about shattering his foot and being off tools for three months provides another angle on business resilience and continuous learning. Rather than viewing his injury purely as a setback, he used the forced downtime productively:

That was also the time when I did Rudy's CPO course because I figured, hey, I'm not out on the tools. It doesn't matter if I pull an all-nighter and then sleep during the next day... this is the perfect opportunity to do that all nighter.

— Peter, Talking Pools Podcast

This approach demonstrates the mindset that separates successful pool professionals from those who merely get by. Instead of becoming frustrated by circumstances beyond his control, Peter recognized an opportunity to invest in his education and professional development. The CPO (Certified Pool/Spa Operator) certification is valuable credentials in the industry, and Peter's timing shows strategic thinking about business development.

The injury also forced Peter to rely more heavily on his team and systems, which likely strengthened both. When business owners are forced to step back, it often reveals weaknesses in delegation and processes that can then be addressed.

Building Systems That Enable Growth and Freedom

The underlying theme throughout this episode is the importance of building business systems that don't depend entirely on the owner's presence. Whether it's Lee's relief work enabling other business owners to take extended breaks, or Peter's injury forcing him to rely on his team, these situations highlight the critical need for robust operational systems.

Successful pool businesses need several key systems in place:

• Standard Operating Procedures: Clear, documented processes for common tasks and customer interactions
• Staff Training Programs: Comprehensive onboarding and ongoing education for team members
• Customer Service Protocols: Consistent approaches to handling inquiries, complaints, and sales opportunities
• Quality Control Measures: Regular monitoring and feedback systems to maintain standards
• Financial Controls: Proper oversight of cash flow, inventory, and profitability metrics

These systems become especially crucial as businesses grow beyond the point where owners can personally handle every aspect of operations.

The Network Effect: Building Industry Connections

Lee's ability to provide relief services stems from her extensive network within the pool industry. As she mentions, after selling their business, they let friends and colleagues know about their availability for this type of work. The response was immediate and enthusiastic, with many expressing interest in having experienced professionals manage their operations during breaks.

This highlights another crucial aspect of success in the pool industry: the value of genuine professional relationships. Lee's network didn't develop overnight—it was built through years of active participation in the industry, providing value to others, and maintaining connections even after major business changes.

The pool industry, despite its size, often feels like a close-knit community where reputation and relationships matter enormously. Professionals who invest in building these connections often find opportunities they never expected, whether it's relief work, business partnerships, or simply access to knowledge and support during challenging times.

Practical Takeaways for Pool Business Owners

This episode offers several actionable insights for pool business owners looking to improve their operations and create more freedom in their professional lives. The key is recognizing that business growth isn't just about increasing revenue—it's about building sustainable systems that can function effectively without constant owner intervention.

The mystery shopping concept that Lee employs could be adapted by any business owner, even if they're conducting it themselves on competitors or having trusted industry colleagues evaluate their operations. The goal isn't to catch staff doing something wrong, but to identify opportunities for improvement and training.

Similarly, the relief work model that Lee provides could potentially be replicated in other markets where experienced professionals might be available to help business owners take much-needed breaks. This kind of service fills a genuine need in an industry where taking time off can feel impossible.

Conclusion: Fresh Eyes and Continuous Learning

The insights shared in this episode of the Talking Pools Podcast remind us that success in the pool industry requires more than just technical knowledge—it demands business acumen, systems thinking, and a commitment to continuous improvement. Lee's experience managing another business while the owners vacation demonstrates the power of fresh perspectives and the value of industry expertise.

Whether you're dealing with winter weather challenges like Peter and Shane, or soaking up the Queensland sun like Lee, the fundamental principles remain the same: build strong systems, invest in your people, maintain your professional network, and never stop learning. The pool industry may have its seasonal challenges and operational complexities, but for those willing to approach it strategically, it offers opportunities for both business success and personal fulfillment.

As the hosts remind us throughout their discussion, the goal isn't just to survive in this industry—it's to thrive while maintaining the passion and joy that drew us to it in the first place. Sometimes, that requires stepping back, getting fresh eyes on our operations, and remembering why we fell in love with this business in the first place.

Episode Chapters

• 00:00 Introduction and Weather Updates
• 03:15 Lee's Relief Work in Brisbane
• 08:30 The Value of Fresh Perspectives in Business
• 12:45 Mystery Shopping Strategies
• 18:20 Challenges of Taking Time Off
• 22:10 Learning from Setbacks and Injuries
• 25:40 Building Sustainable Business Systems