Bridging Gaps and Building Connections

Picture this: you walk into a pool supply store and see an employee relaxing in a massage chair. Your first instinct? Probably to give them a hard time about lounging on the job. But what if that seemingly casual moment was actually a brilliant business strategy that transforms the entire customer experience? Welcome to the world of innovative pool industry practices where breaking the ice isn't just about customer service—it's about building lasting connections that benefit everyone in the business.

The Massage Chair Revolution: Breaking Down Sales Barriers

In an industry where customers often walk through the door with their guard up, expecting the typical sales pitch, one pool company has discovered an unexpected icebreaker. Lacey, from a family-owned pool business out west, shares how they've revolutionized their customer interactions with a simple addition to their showroom.

We recently added massage chairs. And it's a really great conversation starter for our customers walking in and seeing our employees sitting in a massage chair. They give them shit, it breaks the ice and it's not that kind of I'm coming into your store and I know you're going to try to sell me something, relationship that sometimes you get.

— Lacey, Talking Pools Podcast

This approach demonstrates how thinking outside the box can completely transform the customer experience. Instead of the typical sterile retail environment, customers enter a space where they feel comfortable enough to joke around with staff. This comfort level naturally leads to more open conversations about their pool needs, creating a foundation for trust rather than resistance.

The genius lies in the psychology: when customers feel relaxed and entertained, they're more likely to engage authentically with your team. This strategy works particularly well for businesses serving smaller communities where personal relationships matter more than corporate polish.

Cross-Training: The Key to Breaking Down Silos

One of the biggest challenges facing pool businesses today is the disconnect between different departments—construction, service, and retail often operate in silos, leading to miscommunication and frustrated customers. The solution? Get everyone to walk in each other's shoes.

Understanding what everybody else's jobs are is really important. You shouldn't get your accountant to come in and just do accounting. I think that they should spend some time in the field too. They should spend some time on every crew.

— Lacey, Talking Pools Podcast

This cross-training approach serves multiple purposes. First, it creates empathy between departments. When your office staff understands what it's like to service pools in 90-degree heat, they're more likely to be patient with field crews who are running behind schedule. Similarly, when field crews understand the constant phone calls and customer complaints that office staff handle, they appreciate the challenges of indoor work.

The conversation reveals a common industry tension: outdoor workers often think office employees have it easy with air conditioning, while office workers deal with non-stop phone calls and customer complaints. Cross-training helps everyone understand that every role has its challenges and importance.

The Builder-Service Provider Divide: A Communication Crisis

Perhaps nowhere is the silo problem more apparent than in the relationship between pool builders and service providers. This disconnect often leaves customers caught in the middle, receiving conflicting information and experiencing service issues that could have been prevented.

Service people can get pissed that the builder builds a pool that is not impossible, but extremely difficult to service. That builder may be sitting there with the customer saying, no, you can't do that. I don't care. This is what I want done. At what point do you say no?

— Talking Pools Podcast discussion

The root of this problem often lies in the sales process. Builders may promise "maintenance-free" pools to close deals, setting unrealistic expectations that service providers later have to manage. When the service tech arrives and explains the reality of pool maintenance, it creates tension and disappointment.

The solution requires honesty and education at every stage. Builders need to clearly communicate the long-term maintenance implications of design choices. Service providers need to understand the constraints builders face with difficult customers. And everyone needs to remember that pools change hands—today's informed customer might sell to someone who knows nothing about pool care.

Generational Challenges in the Workforce

The pool industry, like many trades, is grappling with generational differences in work philosophy. The conversation touches on a fascinating cultural shift that's affecting how businesses attract and retain employees.

Years and years ago on Saturday Night Live Chris Farley used to do this thing where he was a motivational speaker and he lived down in the van down by the river... Everybody wants to get rid of everything, minimize and live in a van down by the river.

— Rudy, Talking Pools Podcast

This shift from the "work your butt off" mentality to prioritizing happiness and life balance presents both challenges and opportunities. While the traditional work ethic built successful businesses, the newer approach might lead to more sustainable, employee-friendly practices.

Smart pool business owners are adapting by finding ways to make work more engaging and meaningful. This might include involving employees in industry networking, sending them to trade shows, or creating opportunities for professional growth and connection with peers across the country.

Building Industry Connections Beyond Your Market

One of the most valuable insights from the discussion involves the importance of connecting employees with industry peers outside their immediate market. This approach provides fresh perspectives and professional development opportunities that benefit both employees and businesses.

Lacey's company participates in monthly calls with spa company owners nationwide and is considering similar programs for sales staff. This strategy serves multiple purposes: employees gain new ideas, feel more connected to the broader industry, and return to work with renewed enthusiasm for implementing improvements.

Social media groups and industry forums provide similar opportunities for connection and learning. However, the key is finding groups that focus on constructive information sharing rather than complaints and negativity.

Practical Strategies for New Hire Integration

Successfully integrating new employees requires a thoughtful approach that exposes them to different aspects of the business while identifying their strengths and preferences. The discussion reveals how starting new hires in service roles provides a foundation for understanding the entire business.

Service work offers several advantages for new employees: it's easier to learn by following experienced technicians, provides immediate exposure to customer interaction, and helps new hires understand the maintenance implications of construction and retail decisions. From there, employees can migrate toward retail, construction, or specialized service roles based on their interests and aptitudes.

The key is maintaining flexibility and recognizing that some employees will thrive in collaborative environments while others prefer independent work. Understanding these preferences and accommodating them leads to higher job satisfaction and retention.

Breaking down the barriers between different segments of the pool industry isn't just about improving workplace harmony—it's about creating better outcomes for customers and more sustainable businesses. When builders understand service implications, service providers appreciate construction constraints, and retail staff connect both to real-world applications, everyone wins.

The pool industry may be "brutal," as noted in the discussion, but it doesn't have to be. By fostering communication, encouraging cross-training, and building connections both within companies and across the broader industry, pool professionals can create more collaborative, effective, and ultimately successful businesses. Whether it's through massage chairs that break the ice or monthly calls that share best practices, the focus should always be on building genuine connections that benefit everyone involved.

Episode Chapters

• 00:00 Introduction with Lacey
• 05:30 Massage Chair Strategy for Customer Engagement
• 12:15 Cross-Training and Understanding Different Roles
• 18:45 Builder-Service Provider Communication Issues
• 25:20 Generational Workforce Challenges
• 32:10 Industry Networking and Connection Building
• 38:30 New Hire Integration Strategies