A Pool Pro’s Guide to Sanity

The Reality Check Every Pool Pro Needs

Running a pool service business can feel like you're drowning in demands, especially during peak season. Emergency calls, weather delays, last-minute party requests, and the constant pressure to be everything to everyone can quickly burn out even the most dedicated pool professional. But what if there was a better way?

In a recent episode of the Talking Pools Podcast, three seasoned pool pros from Australia—Peter, Lee, and Shane—shared their hard-earned wisdom on maintaining both profitability and sanity in the pool service industry. Their conversation reveals practical strategies that every pool business owner needs to hear, from smart scheduling techniques to the art of saying "no" without losing customers.

Smart Scheduling: The Foundation of a Sane Business

One of the most valuable insights from the discussion centers on strategic scheduling. Rather than packing every day with regular service calls, successful pool pros are building flexibility into their weeks from the start.

Shane explained his approach: "My schedule every week, I keep my Mondays and Fridays free from my regular clients. A couple of reasons for that is public holidays. They usually fall on a Monday and a Friday. So, if we have a full week and then I've got Mondays and Fridays with my regulars, it means there's going to be a lot of adjusting and moving clients here, there and everywhere."

This isn't just about public holidays—it's about creating breathing room for the unexpected. Those Monday and Friday slots become available for equipment installations, leak repairs, and yes, those inevitable emergency calls that come with premium pricing.

Lee took a similar but slightly different approach, allocating buffer days throughout the month: "We made a point of two days a month were down as, and that was one day a fortnight, was down as a non-work day. When I say non-work day, no scheduled regular services. And then that allowed us room to move for public holidays, for RDOs, like if the guys wanted a day, needed a day off, if they had a sick day, wet weather days."

These buffer periods serve multiple purposes beyond just emergency availability. They provide opportunities for vehicle maintenance, team building exercises where technicians can work together, and most importantly, they prevent the constant stress of trying to squeeze emergency work into an already packed schedule.

Weather Delays: Setting Realistic Expectations

Australian pool pros know a thing or two about dealing with unpredictable weather, and their approach to rainy day services offers valuable lessons for professionals everywhere. The key is managing customer expectations while maintaining service quality.

Shane shared his weather day protocol: "If it is a very busy day and say it's outside of the season, we would usually just go there as a chemistry check. Backwash the filter, check the equipment over. And most of the time they're fine until the next visit. This time of year, I mean, we are in the season... If today was a day for regulars, then yeah, we would have said to them, all we can do is a chemistry check."

The rationale is simple: you can't effectively vacuum a pool you can't see, and standing in pouring rain with equipment isn't safe or efficient for anyone. Most customers understand this logic when it's explained properly, though there are always exceptions—particularly when parties are involved.

The key is communicating these limitations upfront and having clear policies about what constitutes appropriate working conditions. This isn't about avoiding work; it's about delivering quality service safely and efficiently.

The Premium Pricing Strategy for Emergency Requests

Perhaps the most crucial skill discussed in the podcast is learning to handle emergency requests professionally while protecting your business and sanity. The consensus among all three pros was clear: emergency requests should come with premium pricing.

Lee outlined her approach: "There needs to be a penalty for it. Like, there needs to be a cost incurred to deter them from doing it again. So because otherwise you're training them and going, oh, yeah, sure. They'll say, I call Peter every time and he always fits me in."

The strategy involves explaining the situation honestly: you'll need to either extend your technician's day (overtime rates apply) or add a significant emergency call-out fee. This serves two purposes: it compensates you fairly for disrupting your schedule and it educates customers about the value of planning ahead.

As Lee put it: "If you were ringing a plumber or an electrician, they would do exactly the same thing. And we need to treat ourselves with exactly the same respect and professionalism and do it."

The Power of Saying No (And How to Do It Right)

One of the most liberating skills any service business owner can develop is the ability to say no—and mean it. The podcast discussion revealed several scenarios where saying no actually strengthens your business.

Peter shared a perfect example: "I had one guy ring me up once and he wanted a little diaphragm for inside one of the suction cleaners... And he expected me to drive, fit that part and return. It's in a suburb that's about a 50-minute drive from where I am. And I said, I'm sorry, that's not in my service area... I can charge you two hours of travel time. But he said, I'm not paying that. So, well, get it locally."

The lesson here isn't about being unhelpful—it's about understanding your business boundaries and sticking to them. Driving nearly two hours for a small part replacement isn't profitable, and taking such jobs sets a precedent that devalues your time and expertise.

Learning to say no effectively involves:

• Having clear service area boundaries and sticking to them
• Offering alternatives when possible (like referring to local providers)
• Not feeling guilty about protecting your business model
• Understanding that you can't be everything to everyone

Building Long-Term Value Through Regular Service Relationships

While emergency and one-off jobs can be lucrative, the discussion highlighted the strategic value of regular service relationships. These ongoing relationships provide several business advantages beyond just steady income.

As Lee pointed out: "By having them as a regular service client, you're already in their backyard. So, when that chlorinator dies, they're more likely to call you. If you notice that they need, they could do with a bar, like a robotic pool cleaner, or they could do with a pool blanket... Because they're an existing client, you would hope that they would trust you and respect the opinion that you have."

Regular service clients become a foundation for equipment sales, major repairs, and referrals. They also provide the predictable income that allows you to be selective about emergency work and maintain those crucial buffer days in your schedule.

The key is finding the right balance. Peter's approach focuses more on equipment and troubleshooting work, noting that replacing a single saltwater chlorinator can generate as much margin as half a day of pool servicing. However, he acknowledges that regular clients provide the steady cash flow needed to support additional technicians and business growth.

Practical Takeaways for Pool Business Sanity

The conversation between these three experienced pool professionals reveals a common theme: successful businesses require boundaries, strategic thinking, and the confidence to value your expertise appropriately.

The most successful pool service businesses aren't necessarily the ones that say yes to everything—they're the ones that have learned to structure their operations in ways that serve both their customers and their own business sustainability. This means building flexibility into schedules, pricing emergency work appropriately, and understanding when to say no.

As Lee wisely noted: "Learning to say no is a very, very powerful thing. Absolutely. And not feeling guilty about it. I think that's a big thing. We try to do too much and we try to be too much. We try to be everything to everybody. You end up being nothing to nobody."

The pool industry will always have its seasonal pressures, emergency calls, and demanding customers. But with the right systems, boundaries, and mindset, it's entirely possible to build a profitable business that doesn't consume your sanity in the process. The key is treating your pool service business with the same professionalism and respect you'd expect from any other skilled trade—because that's exactly what it is.

Episode Chapters

• 00:00 Introduction and Weather Challenges
• 05:00 Scheduling Strategies and Buffer Days
• 12:00 Handling Weather Delays and Customer Expectations
• 18:00 Premium Pricing for Emergency Requests
• 25:00 The Art of Saying No to Unprofitable Work
• 30:00 Building Value Through Regular Service Relationships