Perfection and Rising Above the Standard with Melbourne, Australia Pool Builder Matt Lord of Coastal Pools

In an industry dominated by seasoned veterans, being young can feel like a disadvantage. But what if that perceived weakness could become your greatest strength? Matt Lord of Coastal Pools in Melbourne, Australia, discovered exactly that as he transformed his initial insecurity about age into a revolutionary approach that's breathing new life into his region's pool industry.

Speaking on the Pool Chasers Podcast, Lord shared his journey from self-doubt to industry leadership, revealing how passion, precision, and personal connection can elevate a business far above the competition. His story offers valuable insights for contractors in any trade looking to differentiate themselves in crowded markets.

Turning Youth Into Your Greatest Asset

When Matt Lord first entered the pool industry in 2016, fresh out of school, he carried a heavy burden of self-doubt. The feeling of being an outsider in an established industry weighed on him daily.

That was probably my biggest insecurity is that I'm this young person trying to win in an old man's game sort of thing. As I sort of progressed and kept going, I realized it's my biggest asset. For what we do, there's no one that brings up the amount of energy that we do. There's no one that has the amount of enthusiasm we do.

— Matt Lord, Pool Chasers Podcast

This transformation in perspective didn't happen overnight. Lord had to prove to himself and his market that his youth brought advantages the established competition couldn't match. His energy and enthusiasm became infectious, attracting clients who were tired of dealing with complacent contractors who had grown comfortable with the status quo.

The lesson here extends far beyond the pool industry. In any field where experience traditionally rules, newcomers often possess fresh perspectives, hunger for success, and willingness to go above and beyond that can quickly differentiate them from established players who may have become too comfortable.

Revitalizing a Stagnant Industry Through Care and Interest

Lord's success wasn't just about bringing youthful energy—it was about genuinely caring when others had stopped. He identified a critical gap in his market that many business owners overlook: customer engagement and authentic interest in their projects.

I think the pool industry in Melbourne got so outdated and so old school that it was like a breath of fresh air for a lot of people. This guy's actually interested and he cares about what he's doing.

— Matt Lord, Pool Chasers Podcast

This observation reveals something profound about market dynamics. Sometimes, competitive advantages don't come from revolutionary new techniques or cutting-edge technology—they come from simply caring more than your competitors. When an entire industry becomes complacent, the contractor who shows genuine interest and enthusiasm can quickly rise to the top.

Lord's approach involved really getting to know his clients, understanding their needs, and maintaining relationships throughout the entire 12-18 month process. This personal touch created not just satisfied customers, but advocates who would refer friends and family.

The Power of Personal Connection in Business

One of the most striking aspects of Lord's business philosophy is his emphasis on building genuine relationships with clients. Rather than viewing each project as a transaction, he sees it as an opportunity to become part of a family's story.

What I love about it is I will go and in the very preliminary stages, I'll go and meet a family and hear about their needs and why they want to pool and meet the dog and hear about what the kids are doing on the weekend and all that sort of stuff. And then for us, the process may take 12 to 18 months to go from starting the pool to finishing. And by then, the kids are growing up. The dog's got a few more gray hairs. And you sort of go with them on the journey.

— Matt Lord, Pool Chasers Podcast

This approach transforms the business relationship entirely. Instead of being just another contractor, Lord becomes a trusted partner in creating something meaningful for the family. The swimming pool becomes almost secondary to the relationship and experience.

This strategy works particularly well for boutique businesses like Coastal Pools, which builds 25-30 pools annually with a five-person team. While they may not compete on volume, they absolutely dominate on experience and relationship quality.

Craftsmanship Standards That Set You Apart

During his visit to observe American pool construction practices, Lord was struck by the dramatic differences in construction standards between countries. While American builders often focus on meeting minimum requirements efficiently, Australian standards—particularly Lord's standards—push far beyond the minimum.

Lord described scenarios where his team has been called out for discrepancies as small as 10-12 millimeters (less than half an inch) on surfaces that will ultimately be covered. While this might seem excessive, it reflects a commitment to excellence that clients can sense, even if they can't always see it.

We've now delved into this really particular set of people and clients and even trades that we work with where the tolerances are down to one to two millimeters. Like we'll build these great big structures, pools that are above the ground. And I showed you some of the form work, but it's like we're building a skyscraper.

— Matt Lord, Pool Chasers Podcast

This attention to detail creates several business advantages. First, it attracts clients who value quality above cost savings. Second, it builds a reputation that commands premium pricing. Third, it creates pride among team members who know they're creating something exceptional.

The key insight here is that excellence in hidden areas often translates to visible quality that clients can feel, even if they can't articulate why one contractor's work feels superior to another's.

Building Success Through Authenticity and Patience

Lord's personality traits—patience, approachability, and friendliness—aren't just nice-to-haves; they're core business assets that he's learned to leverage strategically. In an industry where technical skills are often commoditized, soft skills become the primary differentiator.

His approach is particularly effective in the Australian market, where business relationships often feel more like friendships. However, the principles translate universally: authenticity builds trust, patience enables better decision-making, and genuine friendliness creates memorable experiences that generate referrals.

The success of this approach is evident in Coastal Pools' growth and Lord's confidence in attending international trade shows to learn and network. He's not just building a local business—he's creating a model that could inspire contractors worldwide.

Lessons for Contractors Everywhere

Lord's story offers several actionable insights for contractors in any trade looking to elevate their businesses:

• Embrace your perceived disadvantages: What you see as weaknesses (youth, inexperience, being new to the market) might actually be your greatest strengths when properly positioned.
• Identify industry complacency: Look for areas where your competition has become comfortable or disengaged. These represent enormous opportunities for contractors willing to show genuine interest and care.
• Invest in relationships over transactions: Building genuine connections with clients creates loyalty, referrals, and the ability to command premium pricing.
• Set standards above the minimum: Excellence in areas clients can't see often translates to quality they can feel, creating a reputation for superior work.
• Leverage your authentic personality: Instead of trying to be what you think clients want, be genuinely yourself—the right clients will appreciate authenticity over artifice.

Matt Lord's journey from insecure newcomer to industry leader demonstrates that success often comes not from having the most experience or the lowest prices, but from caring more deeply and working more thoughtfully than your competition. In a world where many industries have become commoditized, his approach offers a blueprint for building a differentiated, profitable business based on relationships, quality, and genuine passion for the work.

Whether you're building pools in Melbourne or providing any other service anywhere in the world, the principles remain the same: show up with energy, care about your clients' stories, exceed their expectations, and never stop learning. Sometimes the oldest game needs the youngest players to remember what excellence really looks like.

Episode Chapters

• 00:00 Introduction and Background
• 05:30 From Insecurity to Asset - Embracing Youth
• 12:15 Australian vs American Pool Construction
• 18:45 Building Personal Relationships with Clients
• 25:20 Craftsmanship Standards and Attention to Detail
• 32:10 Industry Evolution and Competition