Don't F!@K With Hubby

When Good Deeds Go Bad: The Dark Side of Pool Industry Generosity

Every pool service professional has been there – you bend over backwards for a client, donate time and materials, go the extra mile, and somehow end up being the bad guy. If you've ever wondered why seasoned contractors seem a bit jaded about doing favors, Heather from the Talking Pools Podcast has some eye-opening stories that will make you think twice about your next act of professional kindness.

In a brutally honest episode titled "Don't F!@K With Hubby," Heather pulls no punches in sharing real stories from her pool service business that highlight a harsh reality: sometimes the road to hell really is paved with good intentions.

The $15,000 Charity Job That Came Back to Bite

Perhaps the most heartbreaking story Heather shares involves a military family dealing with unimaginable tragedy. When a heroic father was killed while saving a child during a store robbery, leaving behind a wife with two special needs children, Heather's team stepped up in a big way.

This poor pool had so much devastating work. It was green as shit. Plaster was coming off because it was so bad. The equipment was so bad. Everything had to be replaced. She couldn't afford it. She had to quit her business because now she had to take care of her kids full time.

— Heather, Talking Pools Podcast

Heather coordinated with vendors to donate materials and her team donated all labor, completely replacing the pool equipment pad from the ground up – pumps, filters, automation, heater, everything. They even threw in pool floats and games for the kids. The total value was around $15,000, all done as a surprise while the family was away.

The family's initial reaction was exactly what you'd expect – overwhelming gratitude and tears of joy. But three months later, when an electronic control board failed (a common occurrence with any equipment), everything changed. The widow became furious, accusing them of installing substandard equipment and doing poor work.

The real kicker came when Heather discovered the root of the anger: the widow was upset about receiving charity in the first place, feeling it was a handout she never wanted, despite her initial grateful reaction.

The $100,000 Pergola Project From Hell

Sometimes it's not about giving things away for free – sometimes it's about knowing when to walk away from a paying customer. Heather's story about a pergola project perfectly illustrates why successful contractors learn to spot red flags early.

After successfully completing a complex pool remodel that other companies wouldn't touch, this client approached Heather's team about a massive outdoor kitchen and pergola project worth $100,000. Heather waived her usual design fee as a courtesy for the repeat customer and created detailed 3D drawings.

Once it's all narrowed down, she's like, okay, great. Send me the contract. I send the contract. This client then proceeds to text us and call us. It's like, why did you send me the contract? I was not ready for the contract. And I'm like, you literally told my office to send you the contracts.

— Heather, Talking Pools Podcast

What followed was a nightmare of indecision, with the client and her husband constantly changing their minds, requiring at least six return visits to try to nail down the details. When the client started backtracking on her own requests, Heather made the smart business decision to walk away, despite the potential for a six-figure payday.

When Preventive Maintenance Becomes a Crime

One of the most frustrating scenarios for any service professional is when routine maintenance gets treated like a criminal act. Heather's technician encountered this when he replaced a simple $30 shaft seal under a customer's existing $500 authorization limit.

Not only did the tech handle the authorized repair, but he also fixed several other small issues – union leaks and backwash O-rings – spending an extra two hours on site without charging additional labor. This was particularly generous considering the client's wife was going through cancer treatment.

Instead of appreciation, the client "went apeshit crazy," furious about the unauthorized work despite having a standing authorization on his account for exactly this type of situation. The total bill was around $150-160, well under his authorized limit, but the client's reaction was so extreme that he demanded the technician return to explain the work in person.

Don't Mess With Hubby: When Boundaries Get Physical

Sometimes clients cross lines that go beyond money and into personal disrespect. Heather's husband Chris, described as typically mellow and logical, reached his breaking point with a client who got aggressive over a single leaf in an otherwise spotless pool.

This client is nose to nose with my husband over a leaf in the swimming pool, a leaf. Cause this is when we did weekly cleaning... the damn client's like, it's the same fucking leaf in my pool since a month ago. And this is fucking bullshit.

— Heather, Talking Pools Podcast

When the client refused to back down from his aggressive stance, literally going nose-to-nose with Chris over one leaf from a large oak tree, Chris had enough. His response? He pushed the client into his own pool. While this might not be the recommended conflict resolution technique, it certainly sent a clear message about boundaries.

The Psychology Behind Client Ingratitude

What makes these stories particularly painful is understanding the psychology behind them. In many cases, clients who receive exceptional service or charity can experience complex emotions including guilt, embarrassment, or a need to regain control by finding fault.

The military widow's reaction is a textbook example – her initial gratitude was genuine, but as time passed, feelings of pride and independence likely made her uncomfortable with having accepted help. Rather than processing these feelings internally, she projected them onto the very people who helped her.

Similarly, clients who nickel and dime over minor charges after receiving free extras may be testing boundaries or trying to regain a sense of control in the business relationship.

Setting Boundaries That Stick

These stories aren't meant to discourage generosity or community service – they're cautionary tales about the importance of clear boundaries and realistic expectations. Here are the key lessons every pool professional should internalize:

• Document everything: Written authorization limits, change orders, and communication can prevent misunderstandings.
• Set clear expectations: When doing charity work or extras, explicitly discuss what it means and what future expectations should be.
• Know when to walk away: A $100,000 job isn't worth it if the client shows red flags during the planning phase.
• Train your team on boundaries: Make sure everyone knows how to handle aggressive or unreasonable clients.
• Don't subsidize dysfunction: Chronic indecision and disrespect aren't problems you can solve with better service.

As Heather puts it, the holiday season often brings out the worst in client behavior as people try to pinch pennies and look for free services. Being prepared for these situations can save your sanity and your business relationships.

The Bottom Line: Protecting Your Peace and Profit

The pool service industry is built on relationships and trust, but that doesn't mean accepting abuse or unreasonable behavior. Heather's experiences remind us that sometimes the kindest thing you can do – for both yourself and your client – is to maintain professional boundaries and walk away when necessary.

Whether it's a charity case that turns sour, a high-dollar client who can't make decisions, or someone who gets aggressive over routine maintenance, these situations test every business owner's resolve. The key is learning to recognize the patterns early and respond appropriately.

Remember: you can't control how clients react to your generosity or professionalism, but you can control how you respond to their behavior. Sometimes that means pushing back (hopefully not literally into a pool), sometimes it means walking away from money, and sometimes it means accepting that no good deed goes unpunished.

The goal isn't to become cynical – it's to become wise. And wisdom in the service industry often looks a lot like well-enforced boundaries and the confidence to say "no" when the situation calls for it.

Episode Chapters

• 00:00 Introduction - When Good Deeds Backfire
• 05:30 The $100,000 Pergola Project Nightmare
• 12:15 The Military Family Charity Case Gone Wrong
• 18:45 When Routine Maintenance Becomes Controversial
• 22:30 Don't Mess With Hubby - Physical Confrontations
• 25:00 Setting Boundaries and Walking Away