Protecting Pool Plaster (w/ Jeff Smith)

In an industry where plaster contractors and service professionals often point fingers when problems arise, one California company has turned conventional wisdom on its head. Alan Smith Pools has built their entire business model around supporting pool service pros—and it's paying off in ways that might surprise you.

On episode 178 of the Rule Your Pool podcast, Jeff Smith, president of Alan Smith Pools, shared insights into how his father's word-of-mouth approach in the 1980s evolved into one of the most respected plaster companies in Southern California. More importantly, he revealed how they've maintained loyalty in an industry notorious for adversarial relationships between different trades.

Building Relationships, Not Just Pool Surfaces

When Alan Smith started his company in 1981, he took an unconventional approach that would define the business for decades to come. Instead of focusing solely on builders and contractors, he invested time in getting to know service professionals.

My dad, Alan, he started the company in 1981 and it was basically word of mouth. He would talk to service guys and he would just befriend them. He would go to UPA meetings. I think they started in 89 and he would go back to those meetings. He would go to IPSA meetings and just was there to support them and basically built up a nice little following in Southern California. I don't think they ever actually advertised until the late 2000s.

— Jeff Smith, Rule Your Pool Podcast

This relationship-first approach created something unique in the pool industry: a plaster company that service professionals actually trust and recommend. As Eric Knight noted during the interview, this level of cooperation between trades is extremely rare across the country.

The key to their success lies in how they handle problems when they arise. Instead of the typical industry response of defensive finger-pointing, Alan Smith Pools takes a collaborative approach.

Tackling Problems Head-On

When issues arise with pool plaster—whether from workmanship, chemistry, or other factors—the traditional industry response often resembles what Eric Knight calls "the seal of the industry: two fingers pointing in opposite directions." Alan Smith Pools has deliberately chosen a different path.

I think if there ever is an issue, we just tackle it head on. Let's go. Let's go meet with the service pro. Let's let's figure this out. Let's work together. Yeah, just a lot of partnership communication... They've got my cell phone number. We can come take a look at a pool for free and just give it an evaluation.

— Jeff Smith, Rule Your Pool Podcast

This approach extends to how they handle warranty work. Jeff estimates they redo a couple of pools per year—not because they have to, but because they choose to stand behind their work even when the issue might not be entirely their fault. Sometimes they'll redo pools due to water chemistry issues just to maintain relationships with both service companies and homeowners.

The company's willingness to take responsibility has created an unusual dynamic in their market: service professionals who actually advocate for a specific plaster contractor, rather than just accepting whoever the builder chooses.

The Chemistry Factor: Where Most Problems Start

When discussing callbacks and warranty issues, Jeff provided insight into the root causes of plaster problems. The mix is roughly split between workmanship issues and chemistry-related problems, with workmanship issues typically showing up quickly after application.

Chemistry issues, however, can be more complex and often involve multiple factors:

• Startup chemistry procedures
• Ongoing maintenance practices
• Water balance management
• pH ceiling considerations
• Calcium saturation levels

The company's commitment to education extends beyond just fixing problems. They actively invest in training both their own crews and the service professionals they work with, recognizing that proper water chemistry knowledge prevents most plaster-related issues before they start.

Elevating the Industry Through Education

Since 2013, Alan Smith Pools has hosted an annual Pool Service Appreciation Day, demonstrating their commitment to giving back to the industry. The event has grown from a handful of attendees to over 150 pool professionals gathering for education, networking, and hands-on demonstrations.

We just made it a little more hands-on. They could see, you know, our plaster rig. They could see our hydro blasting machine. It's a little more relaxed. We get probably over 50 vendors there and the vendors love it. But, um, basically an open house. They can walk around and see how, see some of the cool, like I said, plaster rigs and different things.

— Jeff Smith, Rule Your Pool Podcast

The 2024 event, scheduled for March 7th near Angel Stadium in Anaheim, will feature comprehensive water chemistry education through Watershape University. Attendees will receive certification for completing the course, adding tangible value to their professional development.

What makes this event unique is its focus specifically on service professionals rather than trying to appeal to all segments of the industry. The company invests significantly in subsidizing education costs, making high-quality training accessible to working pool techs who might not otherwise have access to advanced chemistry education.

Breaking the Adversarial Cycle

The success of Alan Smith Pools offers a blueprint for how different segments of the pool industry can work together rather than against each other. Their approach challenges several industry norms:

• Transparency over defensiveness: When problems arise, they investigate openly rather than immediately deflecting blame
• Education over ignorance: They invest in making sure service pros understand how to protect the surfaces they install
• Partnership over competition: They view service companies as partners in delivering quality results to homeowners
• Long-term relationships over short-term profits: They sometimes absorb costs that aren't technically their responsibility to maintain trust

This approach has created what might be the most loyal customer base in the pool industry. Service professionals with Alan Smith Pools' contact information in their phones know they can get expert consultation on plaster issues without having to navigate corporate bureaucracy or defensive responses.

The Future of Industry Collaboration

As the pool industry continues to evolve, the Alan Smith Pools model suggests that companies willing to invest in relationships and education will build more sustainable competitive advantages than those competing solely on price or traditional marketing.

We're not here to, um, say, Hey, you can't come. You're a competitor or it's just, we want, we want just like you to the betterment of the whole industry as a whole, as we're handing off our pools to [service professionals].

— Jeff Smith, Rule Your Pool Podcast

Their willingness to welcome even competitors to their educational events demonstrates a fundamental belief that elevating industry standards benefits everyone—manufacturers, contractors, service professionals, and ultimately pool owners.

The company's evolution from a small word-of-mouth operation to a major regional player proves that there's tremendous value in focusing on relationships and education rather than just competitive bidding and traditional sales approaches.

Practical Lessons for Pool Professionals

Whether you're a plaster contractor, service professional, or pool builder, the Alan Smith Pools approach offers several actionable insights for building a more sustainable business:

For Contractors: Consider how you handle warranty calls and problem resolution. Are you building bridges or burning them? Investing time in understanding the service side of the business can pay dividends in referrals and repeat work.

For Service Professionals: Seek out suppliers and contractors who are willing to educate and support your business rather than just sell to you. Companies that invest in your success are more likely to stand behind their work when problems arise.

For the Industry: The traditional adversarial relationships between different trades serve no one well. Companies that break down these silos and focus on collaboration will likely capture increasing market share as the industry matures.

The Alan Smith Pools story demonstrates that it's possible to build a successful business while elevating industry standards and supporting other professionals. In an era where pool owners have more information and higher expectations than ever before, this collaborative approach may not just be admirable—it may be necessary for long-term success.

Episode Chapters

• 00:00 Introduction and Background
• 03:15 Building Relationships with Service Pros
• 08:30 Handling Problems and Warranty Issues
• 15:45 Chemistry vs Workmanship Issues
• 22:10 Pool Service Appreciation Day Event
• 28:30 Education and Industry Collaboration