E-187 Pool Nation Podcast - Winning Strategies with Academy Pool & Spa's

From Riverside to Recognition: Academy Pool & Spa's Journey to Excellence

What does it take to become Retailer of the Year in the competitive pool industry? The answer lies not just in products and profits, but in people, passion, and an unwavering commitment to excellence. In a recent episode of the Pool Nation Podcast, the team from Academy Pool & Spa in Riverside, California shared their remarkable journey to earning the prestigious 2023 Retailer of the Year award.

The Academy Pool & Spa team, including Angela, Nicole, Michael, and Gina, joined hosts Edgar Dejazuz and the Pool Nation crew to discuss their winning strategies, unique company culture, and the secrets behind their success. What emerged was a story of dedication, community building, and the kind of customer service that goes far beyond the typical retail experience.

The Power of Team Culture and Unconventional Mascots

One of the most memorable moments of the episode came when Nicole shared the story of Cleo, Academy Pool & Spa's most unusual team member. What started as a camping discovery turned into a company-wide commitment that perfectly illustrates the family-oriented culture at Academy.

About a year ago, it's going to be a year ago next week. I rescued a baby squirrel. I went camping with my family. And then we saw it at the bottom of a tree. It was already like bugs getting on in. I felt super bad to leave it alone... She became a mascot for the store for a little bit.

— Nicole, Academy Pool & Spa

The story of baby Cleo reveals something profound about Academy's culture. When Nicole brought the rescued squirrel to work, needing to feed it every two to three hours like a human baby, the entire team stepped up. They took turns holding Cleo, customers asked about her progress, and she became a beloved part of the Academy family. This level of support and flexibility speaks volumes about how the company treats both its employees and creates memorable experiences for customers.

Building Relationships That Go Beyond Transactions

The Cleo story perfectly exemplifies Academy's approach to customer relationships. Rather than viewing customers as mere transactions, Academy has created an environment where customers genuinely care about the people and even the pets at the store. This relationship-building approach has clearly contributed to their success and recognition as Retailer of the Year.

The team's willingness to go above and beyond extends to all aspects of their business. During the podcast, the Academy team demonstrated their adventurous spirit and team cohesion by enthusiastically participating in local Dallas activities, from visiting Bucky's travel center to exploring the city. Their attitude of "what's next?" rather than fatigue shows the energy and positivity they bring to their work.

The Importance of Continuous Learning and Education

A significant theme throughout the episode was the value of ongoing education in the pool industry. Host Edgar emphasized this point, which resonates strongly with Academy's approach to excellence:

I think the one thing Edgar always say to people is no matter how long you've been in this business, you should always continue to educate yourself, expose yourself even if some of these classes seem rudimentary or something you've been doing forever, there is going to be something that you're going to take away from them.

— Pool Nation Podcast

This philosophy of continuous learning likely plays a crucial role in Academy's success. The pool industry is constantly evolving with new technologies, products, and techniques. Companies that commit to staying current and improving their knowledge base are better positioned to serve their customers and grow their businesses.

Hands-On Training and Technical Excellence

The episode also highlighted upcoming Pool Nation bootcamps and training opportunities, including detailed technical sessions on automation, pumps, heaters, and salt systems. Academy's participation in these educational events demonstrates their commitment to technical excellence and staying at the forefront of industry developments.

The hosts detailed upcoming training sessions that would cover everything from high voltage and low voltage systems to hands-on pump seal changes and heater maintenance. This level of technical depth and practical application is exactly what successful retailers like Academy use to differentiate themselves in the marketplace.

Community Connection and Personal Touch

What sets Academy apart isn't just their technical knowledge or product selection—it's their ability to create genuine connections with their community. The story of customers following Cleo's growth, asking for updates, and becoming invested in the store's daily life illustrates how Academy has transcended the typical retailer-customer relationship.

A lot of customers look... even customers would come in and like, oh, how's Cleo doing? Are they all come to the back? They're like, oh my gosh, she's getting so big because they would see her when she was just like a baby. And now she's like jumping all over the cage.

— Nicole, Academy Pool & Spa

This level of customer engagement doesn't happen by accident. It requires a company culture that values relationships, encourages employees to be themselves, and creates an environment where customers feel like they're part of something special rather than just making a purchase.

The Recipe for Retail Success

Academy Pool & Spa's recognition as Retailer of the Year didn't come from a single strategy or innovation. Instead, it resulted from a combination of factors that create a comprehensive approach to excellence:

Their success demonstrates that in an industry often focused on technical specifications and products, the human element remains paramount. By fostering a culture where employees feel supported enough to bring rescued animals to work, where customers become invested in the store's daily life, and where continuous learning is prioritized, Academy has created something that transcends typical retail operations.

The Academy team's enthusiasm, willingness to learn, and genuine care for their community has clearly resonated not just with their customers, but with industry recognition as well. Their Retailer of the Year award is a testament to the power of combining technical expertise with authentic human connection and a commitment to going above and beyond in everything they do.

Episode Chapters

• 00:00 Introduction and Team Introductions
• 05:00 Meet Academy Pool & Spa Team
• 10:00 The Story of Baby Cleo
• 15:00 Company Culture and Team Building
• 20:00 Upcoming Training and Education Opportunities
• 25:00 Winning Strategies and Success Factors