Why You Have to Be Perfect with Greg, Justin, and Mike

In the pool building industry, there's an unforgiving reality that most contractors know all too well: you're only as good as your last mistake. While perfection might seem like an impossible standard, for pool builders and subcontractors, it's not just an aspiration—it's a business necessity. In a recent episode of the Pool Chasers Podcast, industry veterans Greg, Justin, and Mike explored why the pursuit of perfection isn't just about pride in craftsmanship, but about survival in a relationship-driven business where trust can be shattered with a single misstep.

The Relentless Pursuit: Why Perfect Is the Only Standard

When asked about the most difficult part of attempting to be perfect, one of the hosts hit on a truth that resonates with contractors across all trades:

Never reaching a level of relaxation. Never allowing yourself to become too comfortable. Never not paying attention when things are going good, because you need to be there at all times, you need to be touching all those buttons, you need to be touching talking to all those people. I think letting your guard down is what gets you... It's the hardest part never relaxing.

— Pool Chasers Podcast Host

This constant vigilance isn't just perfectionism—it's a recognition of how quickly client relationships can deteriorate. In the pool building industry, where projects span months and involve significant investments from homeowners, the margin for error is razor-thin. Unlike other trades that might complete their work and move on, pool builders often maintain ongoing relationships with clients through service and warranty work, making long-term reputation management crucial.

The challenge extends beyond just avoiding mistakes. It's about maintaining consistent communication, managing expectations, and being proactive rather than reactive. When you're dealing with luxury purchases that often represent a family's biggest investment after their home, clients expect—and deserve—perfection.

The Credibility Cascade: How One Mistake Changes Everything

Perhaps the most eye-opening discussion in the episode centered around how quickly client relationships can shift from trust to suspicion. The hosts explained a phenomenon that many contractors will recognize:

When you're working with a contractor, or you're working with a pool builder, and you start to make mistakes, let's say something happens on a project. It's really important to get in front of all that stuff because what you will find happens is you lose your credibility. The first mistake you make... As soon as you put the notion in their head that they have to be watching you or that you're not as good as you present yourself to be, they become critical of you. And it can turn the relationship to where they're now looking for problems.

— Pool Chasers Podcast Host

This shift from solution-seeking to problem-hunting can be devastating for contractors. Before the mistake, clients typically defer to the contractor's expertise, trusting their recommendations and processes. After that first crack in the armor, everything changes. Suddenly, every decision is questioned, every detail is scrutinized, and the contractor finds themselves constantly on the defensive.

The hosts shared a particularly telling example of how this dynamic can emerge from misunderstandings rather than actual mistakes. In one case, a recommendation for larger piping was interpreted as price-gouging rather than proper engineering, leading to a complete breakdown in trust despite the contractor's good intentions and correct specifications.

The Snowball Effect: When Problems Multiply

One of the most frustrating aspects of losing client confidence is how problems seem to multiply once the relationship shifts. As Mike noted in the discussion, there's a psychological component that affects both the client's perception and potentially the contractor's performance:

I've been there where it's a snowball effect on all the problems. And you're like, did I just have a bad week? Is it like this all the time? Or is it just I'm not performing because I'm under the microscope. And we see that too. When we're looking at stuff, it seems like a crew or somebody will get it get in the doghouse a little bit. And it's like, every mistake they make is on display.

— Mike, Pool Chasers Podcast

This phenomenon creates a vicious cycle. Once under scrutiny, contractors may become more anxious and prone to additional mistakes. Meanwhile, clients who are actively looking for problems are much more likely to find them—even minor issues that might have been overlooked or easily addressed in a trusting relationship become major points of contention.

The psychological pressure on crews and project managers can be immense. When every action is being watched and evaluated, the natural flow of work is disrupted, potentially leading to the very problems everyone is trying to avoid.

Prevention Strategies: Staying Ahead of the Curve

The most valuable part of the discussion focused on practical strategies for preventing these relationship breakdowns. The hosts emphasized several key approaches:

Proactive Communication: Regular check-ins with clients aren't just courtesy calls—they're essential relationship maintenance. The hosts noted that many problems arise not from actual mistakes, but from assumptions and misunderstandings that could be prevented with better communication.

Find Problems Before Clients Do: Perhaps the most crucial strategy discussed was the importance of internal quality control:

I think the number one thing you can do to prevent that relationship from changing is finding the mistake before they do... if you find the mistake, let's say you make a mistake on the job. And you call them and you say you made the mistake. They still know the mistake happened. But the reaction is totally different. Now you didn't lose any credibility because you caught it.

— Pool Chasers Podcast Host

Systematic Quality Checks: The hosts detailed their implementation of a four-point quality control system (QC 1, 2, 3, and 4) with dedicated superintendents conducting regular inspections. While expensive, this investment pays dividends in maintained client relationships and reduced callback costs.

The Most Critical Mistakes in Pool Construction

When discussing the most damaging types of errors, the hosts identified crossed lines as perhaps the worst credibility killer in pool plumbing. These mistakes—where drain lines are crossed with return lines, for example—often don't surface until the system startup, creating a terrible first impression when clients are ready to enjoy their new pool.

Other common issues that can damage credibility include:

• Improper equipment installation (like backwards heaters)
• Skimmers that aren't properly contoured or positioned
• Plumbing that doesn't follow specifications
• Poor cleanup and job site management

The timing of these discoveries is crucial. Problems found during construction can be addressed as part of the normal process. Problems discovered during startup or after completion become major service calls and relationship challenges.

The Business Case for Quality Control

While the hosts acknowledged that their quality control processes are expensive—requiring dedicated superintendents, extensive documentation, and frequent return trips for minor adjustments—they view it as essential business insurance. The cost of preventing problems is almost always less than the cost of fixing relationships and reputation damage after problems occur.

This investment extends beyond immediate project concerns. In an industry where referrals and reputation drive much of the business, maintaining client relationships has long-term financial implications. A client who feels their project was handled perfectly becomes a source of referrals and positive reviews. A client who experienced problems, even if eventually resolved, may never recommend the contractor and could actively discourage others.

The hosts also noted that visible quality control efforts can actually strengthen client relationships. When clients see contractors actively checking their own work with checklists and systematic processes, it reinforces the professional image and attention to detail that clients expect from premium service providers.

The conversation revealed an uncomfortable truth about the pool building industry: the standard isn't just excellence—it's perfection. While this might seem unrealistic, the financial and reputational costs of mistakes make this standard a business necessity rather than mere perfectionism. Contractors who understand this dynamic and build systems to support it will find themselves better positioned for long-term success in an industry where relationships and reputation are everything.

Episode Chapters

• 00:00 Introduction and Drinks
• 05:30 Why Perfect Matters in Pool Building
• 12:15 How One Mistake Changes Client Relationships
• 20:45 The Snowball Effect of Problems
• 28:30 Quality Control Systems and Processes
• 35:20 Most Common Credibility-Killing Mistakes