If you run a pool service business, chances are you’ve lost customers without ever knowing why. Most pool customers don’t post a bad review. They won’t call to complain. They don’t provide you a chance to make it right. They just leave.

According to a comprehensive 2025 survey from PissedConsumer.com, this is not an anomaly. It’s the norm. More than half of the 40,000+ consumers surveyed said they never received any response at all from the companies they contacted for help. And that silence—on both sides—can be costly.

For pool professionals, where reputation, referrals, and reliability are everything, these findings are a wake-up call. This isn’t just a customer service issue—it’s a customer retention issue. When pool companies fail to respond to issues or follow through on service complaints, they lose more than just a sale—they lose trust, loyalty, and long-term revenue.

The Silent Goodbye: A Threat to Pool Businesses

One of the most striking insights from the PissedConsumer.com study is how often consumers don’t bother to complain. They simply vanish.

In a service industry like ours, that silence is deadly. Pool customers rarely fire off a warning shot. They’re busy people. If they don’t feel heard or valued, they’ll ghost your business just as fast as they hired you. The data shows that 58.3% of consumers never hear back from customer service after submitting a concern. No phone call. No email. No effort.

That kind of disengagement is a huge red flag. It shows how easy it is to lose a client simply by failing to follow up. And yet, many pool businesses don’t even know it’s happening.

Why Pool Customers Aren’t Complaining

Think about it from the customer’s perspective. They’ve already paid you. You’re in their backyard. Their expectations are high, and their tolerance for inconvenience is low. If something goes wrong—whether it’s cloudy water, a missed service day, or an unexplained charge—they may give you a chance to fix it. But if you don’t respond quickly or respectfully, you’re probably not getting another shot.

According to the survey, only 26.1% of consumers said companies offered a resolution to their issue. Even when a response was provided, 61.18% were still unsatisfied with the solution.

So it’s not just about showing up—it’s about how you show up. Half-hearted responses, passing the buck, or ignoring issues altogether drives even loyal customers to leave quietly—and potentially tell others to do the same.

The Real Cost of Ignored Complaints

Ignoring a customer doesn’t just mean losing that one person’s business. It means risking negative word-of-mouth, bad reviews, and missed referrals—all critical components of a successful pool business.

More than 31% of negative online reviews happen because customers want to warn others about their bad experiences. They aren’t venting for the sake of it. They’re trying to protect their neighbors, friends, and communities from having the same issue.

And in a hyperlocal service market like pool cleaning, maintenance, and repair—reputation is currency.

On the flip side, when companies do respond and resolve issues, the effect is dramatic. According to the same study:

30% of respondents said they’d consider staying with a company that resolved their complaint.

41% of customers who received a satisfactory email support experience said they’d definitely use the company again.

So, responsiveness isn’t just a matter of courtesy. It’s a measurable business decision that can either fuel retention—or kill it.

What Pool Companies Can Learn from This

There’s a tendency in the pool industry to focus on the visible stuff: clean water, working equipment, a sparkling backyard. But what’s not visible can be just as important.

The customer who stops answering your texts? They’re not too busy. They’re probably done.

Here’s what pool companies need to do to prevent quiet attrition:

1. Respond to Every Inquiry—Fast

No excuses. Whether it’s a voicemail, email, or social media message, every touchpoint needs to be acknowledged promptly. The PissedConsumer.com report found that email responses were only received by 42% of customers, yet those who did receive timely email replies were more satisfied and more likely to remain customers.

Automated email acknowledgments can help, but they’re not enough. Personal follow-ups are key. If you can’t solve the problem right away, let the customer know you’re working on it and when they’ll hear from you next.

2. Train for Empathy and Resolution

It’s not enough to show up and do the job—you have to listen. And you have to care.

The report revealed that 45% of consumers were unsatisfied with the customer service rep they spoke to over the phone, even if the problem was resolved. That tells us resolution alone isn’t enough—it has to be paired with respect, patience, and professionalism.

Pool techs and office staff need basic customer service training, especially in conflict resolution and de-escalation.

3. Use Preferred Communication Channels

Consumers still prefer old-school methods: phone and email. In fact, these two alone reach 65% of customers, according to the study.

That’s important context in a time when many businesses are investing heavily in live chat, AI, and social messaging. While those tools have value, pool companies shouldn’t overlook the basics. If your customers want to talk on the phone, be available. If they email, respond the same day.

4. Make the First Move

Even if a customer doesn’t reach out to complain, businesses can proactively monitor satisfaction. A follow-up message after a service visit—“Hey, how did everything go today?”—can reveal hidden dissatisfaction before it turns into lost revenue.

Likewise, monitoring online reviews (especially on platforms like Google, Yelp, and yes, PissedConsumer.com) gives you a chance to respond publicly, show accountability, and potentially win customers back.

Stop Thinking of Service as a “Support” Role

In many companies, customer service is treated like a cost center. But in service-based industries like pools, it’s your retention engine. Without it, you’re constantly chasing new customers to replace the ones silently walking away.

Service is sales. Service is marketing. Service is your brand promise in action.

Here’s how to make that shift stick:

1. Empower field techs to make on-the-spot fixes without having to “check with the office.”
2. Create a shared inbox for all customer communication so nothing slips through the cracks.
3. Set internal KPIs for response times—email within 24 hours, phone calls within the hour.
4. Celebrate “save stories” internally—when someone wins back an unhappy customer, treat it like a sale.

Final Thoughts: Silence Doesn’t Equal Satisfaction

The biggest mistake a pool business can make is assuming no news is good news. In the pool industry, silence shouldn’t be mistaken for satisfaction. Reach out, connect, and you’ll turn quiet customers into loyal ones—and loyal customers into lasting growth.

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Renowned Pool Franchise Celebrates Growth Milestone Fueled by Multi-Revenue Stream Model and Proven System

DALLAS, TX. (September 18, 2025) — Poolwerx, the world’s leading pool service and retail franchise, proudly announces the opening of its 100^th active territory. With more than 400 territories awarded across the globe and a proven U.S. model built on recurring revenue streams, premium retail experiences, and high-touch support, Poolwerx continues to strengthen its position as the only true one-stop solution in the pool care industry. 

“Reaching 100 units is a tremendous accomplishment for our team and our franchise partners, but it’s just the beginning,” said Andrew Kidd, CEO of Poolwerx USA. “Our success comes from providing a premium, full-service pool care solution and building a culture where franchise partners feel supported to grow. We’ve proven this model works across markets, and we’re excited to bring Poolwerx to hundreds more communities.”

Founded over 30 years ago in Australia, Poolwerx entered the U.S. in 2015. Today, Poolwerx’s franchise partners operate across 17 states, coast to coast, with growth fueled by both mobile and brick-and-mortar retail stores. With over 100 units now operating, Poolwerx is positioned for a new era of growth and expansion, targeting 300 U.S. territories by 2027. 

Poolwerx operates with a multi-revenue stream model that combines retail, service, chemical products, and diagnostics. Its retail stores function as trusted community hubs, offering free water testing, expert advice, and product sales, while its professional service teams deliver reliable maintenance and care. This integrated approach generates recurring, recession-resistant revenue and firmly positions Poolwerx as reliable experts in the industry. 

“Pool ownership can be a chore, and our goal is to make it fun, easy, and reliable,” said Jeff Powell, Vice President of Sales at Poolwerx. “Our franchise partners benefit from a proven system, a brand with three decades of legacy, and a commitment to innovation that keeps us ahead of the curve.”

With mobile options and territories still available across the U.S., Poolwerx is actively seeking franchise candidates who are growth-minded, entrepreneurial leaders — ideal for empire builders, multi-unit operators, and veterans. For more information about Poolwerx and its franchise opportunity, please visit https://poolwerxfranchising.com. 

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About Poolwerx

Poolwerx is the largest global franchise pool retail and service brand with over 650 service vehicles and 180 retail stores across the U.S., Australia, and New Zealand. Offering recurring maintenance, repair, retail, and delivery services, the brand’s success stems from its cutting-edge technology, thorough training, and scalable business model. For more information, visit poolwerx.com. For franchise opportunities, visit poolwerxfranchising.com.

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Austin, TX — August 13, 2025 — Skimmer, the leading software platform for pool service businesses, today announced a new integration with LaMotte Spin Touch® photometers (models 3580–3582), bringing pool professionals a faster, smarter, and more accurate way to capture and record water test results in the field.

This Bluetooth-enabled integration allows technicians to instantly sync water test results from Spin Touch® devices directly into Skimmer’s mobile app, eliminating the need for manual data entry and the transcription errors that accompany it. This, combined with Skimmer’s industry-leading ease-of-use, promises to make the app experience for poolside techs faster and more seamless than ever before.

“We know that water testing can be a pain point for pool pros, especially when it slows down field work or creates uncertainty in the data,” said Jack Nelson, CEO of Skimmer. “With this integration, we’ve removed that bottleneck. You test the water, the data syncs automatically, and you’re on to the next pool.”

Faster field workflows, cleaner data

This update streamlines one of the most repetitive and error-prone tasks in a pool tech’s day by connecting Spin Touch® results directly to Skimmer’s service records. Test results appear automatically in the app in seconds without tapping, typing, or copy-pasting.

The integration delivers several key benefits for pool professionals; It saves time poolside by auto-importing water test results in seconds, eliminating the need for manual entry. It also reduces human error, ensuring accurate data by pulling results directly from the device—no typos, no rework. With device-verified readings, businesses can trust the integrity of every record. And if adjustments are needed, techs retain the flexibility to override or edit any result before saving.

“At LaMotte, we’re dedicated to giving pool professionals the tools they need to test water quickly, accurately, and confidently, ” says Jonathan Banish, Director of Software and Service Products at LaMotte Company.

“Integrations with pool service companies like Skimmer make the industry-leading performance of LaMotte Spin Touch® a seamless part of the daily workflow for thousands of service professionals,” he says.

Currently, the integration supports Bluetooth-enabled LaMotte Spin Touch® devices used in the field. In-store testing integrations are not available at this time, but Skimmer is actively evaluating future enhancements based on customer demand.

For more information or to get started, visit getskimmer.com or contact Skimmer support.

About Skimmer

Skimmer is America’s #1 pool service software platform. The company is on a mission to modernize the pool and spa service and repair industry through easy-to-use software and best-in-class support. Over 30,000 pool service professionals servicing 900,000 pools in North America use Skimmer to get organized, get paid faster, and grow their businesses. For more information about this report, Skimmer, or our products and services, please visit www.getskimmer.com.

About LaMotte

Founded in 1919, LaMotte Company is a leading manufacturer of water testing equipment and supplies for professionals, educators, and hobbyists. Known for innovation, accuracy, and reliability, LaMotte develops cutting-edge solutions like the Spin Touch® photometer to simplify water analysis across industries.

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NAPLES, FL — July 16, 2025 — ProValet, the premier business automation platform for pool service companies, proudly announces the launch of ProValet Active Invoicing (PAI) as a groundbreaking enhancement designed to eliminate invoicing headaches and unlock hidden revenue for pool service professionals and other field service businesses.

PAI is tailor-made for service companies that regularly use chemicals and supplies during routine visits and want a seamless, accurate way to charge for them. With PAI, all supply and chemical usage can now be automatically tracked and intelligently bundled into regular monthly invoices with no extra effort required.

According to industry estimates, over 70% of pool service companies regularly use chemicals during weekly visits, yet more than half admit they don’t consistently charge clients for them, either due to oversight or the manual effort required to track usage and bill accurately. Additionally, nearly 40% of pool companies say they would charge for weekly chemicals if there were an easier way to do so.

“Long gone are the days of writing down the chemicals used and then spending hours manually transcribing that data into an invoice,” said Peter Wasmer, CEO of ProValet. “With PAI, pool service companies and other field service businesses can finally operate with confidence, knowing that revenue is being captured in a timely, automated, and accurate fashion.”

Key Benefits of ProValet Active Invoicing (PAI):

1. Automated Revenue Capture: Supplies and chemicals used during service are automatically added to monthly invoices to prevent missed charges. All billable supplies and services are captured during weekly visits and summed up automatically in the monthly invoice to customers.
2. Zero Manual Entry: Technicians log what they use during service, and PAI handles the rest.
3. Faster Payments: Invoices go out on time with all charges included, reducing billing cycles and increasing cash flow.
4. Total Accuracy: Remove the guesswork and human error from billing for variable services.

“We’ve wanted to charge for weekly chemical use for years, but tracking it manually was a nightmare. Since switching to PAI, it’s automatic—and we’re finally getting paid for what we use. It has added thousands in monthly revenue with zero extra work,” said a Tampa, Florida Pool Service Company Owner.

PAI is another major step forward in ProValet’s mission to simplify business operations and increase profitability for service companies. Combined with the ProValet platform’s industry-leading scheduling, dispatching, customer communication, and payment tools, PAI ensures that businesses can focus on delivering exceptional service.

Ready to unlock hidden revenue?
Visit www.provalet.io to book a free demo or contact us at press@provalet.io or 1.949.829.4203.

About ProValet

ProValet is the all-in-one business automation platform built for service companies looking to streamline operations, improve customer satisfaction, and drive growth. From scheduling and dispatch to invoicing, payments, and real-time homeowner communication, ProValet brings modern technology to an industry ready for transformation.

ProValet is part of Pure Coastal Technologies Inc., led by serial entrepreneur Peter Wasmer of Naples, Florida. Peter leads a team of practical business builders dedicated to simplifying and automating service business operations through user-friendly technology. The company believes that technology should facilitate and propel a business, rather than hinder it. With their experience as entrepreneurs and consumers of service-based businesses, the ProValet.io team continually innovates to empower field service businesses nationwide.

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In the fast-paced world of commercial pool management, client service isn’t just a department—it’s the foundation of everything. And few professionals embody that principle as completely as Amber Gardner, Director of Client Services at Collins Pool Management, and this year’s recipient of the Pentair Pool Pro Award. Her leadership, commitment to compliance, and passion for excellence are raising the bar for the entire industry.

Amber’s story in the pool industry began with an unexpected pivot. Formerly in homeowners association property management, she crossed paths with Collins Pool Management as a client. When an opening for a receptionist came up, she decided to take a chance on a new path.

“I had gotten to a point where I was ready to make a change and said, you know what, I’ll take a pay cut to try something new. Then I fell in love with the industry almost immediately,” said Gardner.

Five years later, she’s risen through the ranks and now sits on Collins’ executive management team. In her current role, she oversees client services across more than 250 commercial properties, managing a mix of pool technicians, field teams, and office staff during one of the busiest times of the year.

Setting the Standard in Client Relations

What makes Gardner’s approach so effective is her unwavering commitment to educating clients. One of the biggest challenges she faces is helping property managers and commercial clients understand the complexities of Department of Public Health (DPH) regulations.

“There’s a pretty thick book,” she said, referring to the DPH manual, “but every item in that book serves a purpose.”

Rather than relying on mass emails or generic updates, Gardner prefers a more hands-on approach. She spends time walking clients through regulations on-site, showing them what’s needed and why. That face-to-face engagement builds trust—and underscores the company’s core philosophy.

“We’re a firm believer in no man left behind,” she emphasized. “All of our office staff gets out there with our field technicians.”

This boots-on-the-ground mentality doesn’t just create a sense of team unity—it ensures that service quality never slips. As Amber puts it, caring isn’t a tagline at Collins—it’s a way of life.

“From our lowest-level employee to our highest-paying contract, everything we do has an overall goal of caring.”

Raising the Bar With Certifications and Communication

One of the ways Gardner ensures excellence is through ongoing education and certification. Every technician at Collins Pool Management is CPO certified before they even begin working in the field. This base-level certification is not just required by Georgia law—it also reinforces a culture of accountability and professionalism.

To strengthen transparency and communication with clients, the company leverages a service management platform that delivers real-time data, logs, and photos to clients as soon as a service is performed.

“Whether it’s a repair technician or a service technician… the system sends our customers a notification. They see their chemistry levels, the work done, and a photo of what their pool looks like right then and there.”

That kind of proactive communication goes a long way in an industry where most clients only see the surface—clean water and a functioning pool. Behind the scenes, there’s a complex operation ensuring safety, efficiency, and compliance.

On Receiving The Pentair Pool Pro Award

Winning the Pentair Pool Pro Award has been a defining moment for Gardner and her team.

“It feels like winning the Super Bowl,” she said. “It’s a great feeling to be able to bring this win home for the rest of our team.”

Beyond the honor and recognition, the award came with tangible support. Pentair sponsored Gardner to complete the Certified Pool & Spa Building Professional (CBP) course—just in time to support a bold new initiative at Collins: launching their commercial pool construction division.

“We were gearing up to open the commercial building branch, and with the award came the opportunity for that certification. We’re officially putting out bids and gearing up to build our first pool in about four months.”

Safety and Scalability: Growth With Intention

As the company scales, maintaining quality control is critical. Gardner and her team have developed detailed, six-page checklists tied directly to DPH regulations. These forms are completed for every property during openings, mid-season checks, and closings—ensuring that no detail is overlooked, even as the company grows at a rapid pace.

“We’ve learned that’s the best way to keep track of everything and ensure our customers are always up to standard,” she said.

With a growth goal of 500 managed pools—originally projected over seven years but now possibly within four—and a plan to build 10 commercial pools per year, Collins Pool Management is setting aggressive but achievable benchmarks. And Gardner is right in the middle of that charge, building the systems, relationships, and culture that make it all possible.

Advice for the Industry: Communication is Everything

For those working in client services within the pool industry, Gardner offers simple but powerful advice.

“The customer is not always right. But you can open their eyes by simply taking the time to communicate—even when it feels tedious or like you don’t have the time.”

That focus on connection—on walking alongside clients, educating rather than dictating, and showing that you care—has become the hallmark of Gardner’s leadership style. It’s also what made her a clear choice for this year’s Pentair Pool Pro Award.

In an industry that too often undervalues the importance of client relations, Amber Gardner is a standout example of what it looks like to truly partner with your clients—not just serve them. And as she continues to lead the charge at Collins Pool Management, one thing is clear: great service isn’t just about checking boxes. It’s about showing up, every single day, with care, commitment, and a willingness to go the extra mile.

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During my time as a public pool health inspector in Florida, I checked pool operator certification two times per year. Once, I inspected a public pool that had many violations that resulted in pool closure due to lack of free chlorine and high pH levels. Upon checking the certification of the local pool company technician, it turned out that the technician was not certified. A lack of education for pool pros could have explained the many severe public health and safety violations that I saw. A phone call to the pool company resulted in enrollment of their pool tech in an approved pool operator certification course within 30 days.

How Does The CPO® Course Set You Apart From Other Pool Service Techs?

This certification is nationally recognized with a standardized curriculum on health and safety that is accepted by most regulatory authorities. Having this certification allows a pool service technician to clean and service public and private pools. It could help increase the customer base of the pool service company but also the quality of service given. In time, this will help the pool service tech to retain customers through thorough service that results from this training program. Uninformed pool techs can become informed pool techs if they are serious about completing pool industry training. However, it should be noted that this certification is not a state license and does not allow repair of any pool.

I have been a PHTA® CPO® instructor for the past thirteen years and have taught hundreds of pool service techs. My biggest enjoyment with the CPO® course is to instill education for pool pros based on real-world experiences during my 17 years with the Florida Dept. of Health as a public pool inspector.

What Should a Pool Service Tech Expect to Learn?

First, why would a pool professional get CPO® certified? Most pool pros initially get their certification so they can service and maintain commercial pools. What not that many pool pros realize is just how important proper training is for continued success. Risk management is one topic not often considered in the pool industry and sometimes the pool pro does it without even knowing that they are. Identification of risks and meeting OSHA standards in the pool industry is not something often followed or discussed. These topics are briefly covered in this course to minimize or eliminate safety hazards in the pool area. Also, recordkeeping is highlighted as one of the most important items for a pool service tech to do after training. Proper recordkeeping helps to legally protect a pool pro by showing that they were not negligent. Do not underestimate the usefulness of a detailed chemical and maintenance log. As in the case with many other industries, if you don’t document it, the inspector won’t believe that you did it!

What Can I Learn About Recreational Water Illnesses And Fecal Accidents?

A good pool pro should know what steps should be taken when there is a fecal accident in their pool. They would learn about these steps and what the negative impacts are if they do not follow the Centers for Disease Control (CDC) fecal guidelines, which are taught in this course.

Personal Experience

Health departments like the one I worked at monitor all reportable illnesses and interview ill people. Interviews were conducted to identify where the person might have swum while ill. Afterwards, the pool pro for that pool was contacted. This contact was documented by the inspector in the epidemiology medical records regarding the requirements of the pool pro to follow CDC Fecal Guidelines. These guidelines are taught as part of the CPO® Course. The pool pro also learns that they are negligent if more people get sick due to their lack of knowledge about recreational water illnesses and what actions to take for fecal accidents in pool water.

What Chemicals Can Be Used to Disinfect Pool Water?

A pool pro should learn what pool chemicals that they could use as a disinfectant against recreational water illnesses and oxidize other contaminants. This concept is very important to maintain a safe and healthy pool. Disinfectants are the main tool that any pool service tech can utilize to keep algae out of the water and to prevent recreational water illnesses. The CPO® course details all the chemical tools available to the pool professional.

What is Pool Water Balance and How Important is it to a Pool Service Tech?

The most important concept taught in the CPO® Course is water balance. This is the one concept that a pool pro should take away from this course. Pool water balance takes all the individual puzzle pieces of total alkalinity, pH, calcium hardness, total dissolved solids (TDS) and temperature and put them together. These water balance parameters are connected to each other to determine if the water is corrosive(hungry) or scaling(overstuffed) water. The ideal result is to have the pool water balanced. The pool pro learns about the consequences of unbalanced water on the pool surface and all other pool system components that the water touches. These consequences can be financially devastating to the pool customers and ultimately lead to loss of customers.

Water balance is a great tool for private pools too. A vast majority of newly constructed private pools are on salt chlorine generators. Pool water imbalance has a negative effect on a salt chlorine generator and its ability to properly generate free chlorine into the water. In turn, this affects how recreational water illnesses are killed and algae is destroyed.

What Amount of Chemicals Should Be Added to the Pool for Water Imbalances?

Pool water levels are not always going to be properly balanced, and changes have to be made to correct these imbalances. Pool chemical dosage, or the amount of chemicals to be added to a pool to correct imbalanced pool water levels is heavily covered in this course. Pool pro should leave this course with an improved understanding of what chemicals to use in the proper amount. Improper training can result in chemical overdoses or not adding enough chemicals to correct imbalances. Overdoses can cause harm to pool users, such as burns. The lack of proper education for pool pros can ultimately lead to people being harmed.

How Does a Pool Service Tech Test the Pool Water?

Proper water testing procedures are covered in the CPO® Course. Hands-on pool water testing occurs at many in person CPO courses. Many pool pros are amazed at some of the small mistakes they make on water testing after the completion of the course. The pool pro will even learn about the proper method to store their pool test kit. As an instructor, proper test kit storage is a small topic but one of the biggest mistakes made by pool pros. Typically, they do not realize how improper test kit storage affects obtaining accurate water test results.

Personal Experience

I conducted countless inspections where the pool pro had improperly stored their pool test kit on their trailer, in the bed of their truck, on their pool vacuum tray, or in the pool equipment area. Temperature would significantly affect the accuracy of the water test results.

What is Suction Entrapment?

Entrapment involves a person getting stuck on a suction outlet, mostly the main drain outlet. Suction entrapment is a very important topic covered in the CPO® Course. It tackles the two main types of pool circulation designs and how they impact entrapment. The course details prevention as the best line of defense. Most pool codes require the use of a main drain cover that meets the Virginia Graham Baker Pool and Spa Safety Act of 2008. Pool pros are taught how important it is for them to do their visual safety inspections of these main drain covers to ensure they are intact and not loose or missing.

Furthermore, the course also shows that a vacuum line cover is also on direct suction and that those vacuum line safety covers must also be compliant. Children can still get their arms entrapped even if the vacuum pump is inoperable.

Missing vacuum line covers were a very common violation on inspection reports.

What are the Working Parts of a Pool?

Pool pros shall understand what the different parts of a pool system are that control circulation, filtration, chemical treatment and heating. The CPO® course highlights each section of the pool equipment and how it works in the pool. The course details basic maintenance and problems with the equipment that can be handled by a certified pool operator. Remember, any repairs still must be completed by a licensed pool contractor.

Stuck flow meters or holes in vacuum DE filter grids are common violations that are noted by health inspectors. These pool violations could have been prevented through better education.

What About Local Regulatory Public Pool Code?

Pool pros should be taught about the local public pool rules and how they apply to their facilities. As an inspector, I would inspect public pools and come across so many poorly trained pool pros that did not even know how a public pool was defined or how it was regulated. In these instances, the pools would usually be closed due to lack of proper training on Chapter 64E-9, F.A.C. CPO® Instructors are required to educate on the local regulatory code with their students.

Final Reflection

In my experience of conducting pool inspections, I have truly seen the implications from the lack of formal training like the CPO® Course can have on a pool service business. Education is one item that a pool service tech can do for themselves to stay in compliance, but to also to just keep the pool healthy and safe. Many public pool closures can be prevented through proper education.

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Skimmer recently released its 2025 State of Pool Service report, which covers emerging trends, challenges, and opportunities in the pool service market. 

According to the report, the industry is evolving rapidly. But despite economic pressures like inflation and labor shortages, pool service businesses are proving their resilience by adopting more strategic approaches to growth, pricing, and customer engagement. The 2025 State of Pool Service report is based on a survey of over 2,000 pool professionals and examines how the industry responded to challenges in 2024 and the strategies pool pros are implementing to succeed in 2025.

“The pool service industry is undergoing significant change, but the resilience and adaptability of pool professionals stand out,” said Jack Nelson, CEO of Skimmer. “This report provides actionable insights to help businesses navigate these shifts and thrive in 2025.”

Key takeaways from this year’s report:

1. Economic pressures persist: Inflation, labor shortages, and rising material costs were top challenges in 2024 and will continue into 2025.
2. Optimistic outlook: Pool pros remain confident about 2025, planning moderate price increases to offset costs.
3. Strategic growth approaches: More businesses are leveraging technology, diversifying services, and focusing on operational efficiency.
4. Private equity impact: Industry consolidation is growing, generating mixed reactions from independent service providers.
5. Marketing shifts: Businesses are focusing more on customer engagement rather than traditional lead generation.
6. Slow adoption of plus chems pricing: Despite fluctuating chemical prices, many businesses have yet to transition to a plus chems pricing model.

In this article, we briefly explore each key trend covered in the 2025 State of Pool Service report. For more in-depth analysis, download Skimmer’s free report here.

The economy remains the biggest challenge for pool pros

Throughout 2024, economic factors were the primary concern for pool professionals, with rising labor, chemicals, and equipment costs squeezing profit margins. Inflation has also driven up wages, while supply chain disruptions have kept material costs volatile. Looking ahead to 2025, pool businesses are focusing on cost efficiency and strategic pricing adjustments to maintain financial stability.

Industry response to economic pressure:

• Increasing service prices: Most businesses plan to raise prices moderately in 2025 to keep pace with inflation.
• Efficiency improvements: Pool pros are streamlining operations, reducing waste, and using technology to improve scheduling and billing.
• Hiring & retention strategies: With a persistent labor shortage, businesses are offering better wages and training programs to attract and retain talent.

There is optimism for 2025 thanks to strategic pricing adjustments

Despite economic uncertainty, pool pros remain optimistic about their business prospects. A key strategy for navigating financial pressures is the implementation of strategic price increases.

Pricing trends:

• Incremental price adjustments: Businesses are adjusting rates by 5-10% rather than making drastic increases.
• Value-based pricing: Many pool pros are shifting to pricing structures that highlight the quality and reliability of their service.
• Transparent communication: Customers are more likely to accept price increases when businesses clearly explain rising costs and added value.

Smarter growth strategies are taking root

In 2025, pool pros are prioritizing sustainable, long-term growth. Instead of relying solely on new customer acquisition, many are improving efficiency and expanding their service offerings.

2025 growth tactics:

• Finding internal efficiencies: Pool pros are moving away from just packing on more business at all costs. 60% of survey respondents said that in 2025, they’re planning on prioritizing internal efficiencies to support profitability.
• Diversifying services: Expanding into other lines of business gives pool pros the opportunity to upsell to their existing customer base and find new business. 
• Increasing marketing budgets: 40% of survey respondents said a bigger marketing budget is on the table for 2025. This makes sense, given the relatively low barrier to entry in the pool service market. Established companies always have new competitors to contend with, and marketing beyond word of mouth will be increasingly important for pros to find new business.

Private equity is playing a growing role in the pool service industry

The pool and spa service industry has seen a surge in private equity (PE) investment, driving consolidation and expansion. PE firms are acquiring companies to create larger, more efficient entities and focus on expanding product distribution.

Several factors drive this trend, including growing consumer demand, market fragmentation, and the appeal of recurring revenue. For pool and spa service business owners, PE investment can provide access to capital, operational expertise, increased valuations, market stability, and partnership opportunities. 

However, challenges exist, such as loss of autonomy, cultural misalignment, financial pressures, short-term profit focus, employee disruption, and legal risks.

Despite the prevalence of this kind of investment activity, pool pros themselves are split on what this means for the market. Some view PE investment as an opportunity for growth, higher service pricing, and easier business exits. Others worry about declining service quality, aggressive expansion strategies, and the negative impact on the industry’s reputation.

The marketing landscape has shifted in the past 12 months

Marketing strategies in the pool and spa service industry have evolved significantly over the past year, with more professionals investing in paid marketing. Only 35 of last year’s survey respondents reported doing paid marketing, with that number increasing to 41% this year.

Survey results also show an overall increase in marketing activity, particularly in paid search, SEO, referrals, direct mail, cold calling, and events. Conversely, reliance on lead suppliers has dropped by over 55%, likely due to cost concerns, competition from shared leads, and inconsistent quality. With over 42% of respondents working with a marketing budget of $5,000 or less, many are shifting to strategies that provide better control over lead quality and ROI.

Paid search has emerged as a top-performing channel, ranking second only to referrals in lead quality. Other high-ranking channels include SEO, paid social, and direct mail. The increased use of events, cold calling, and community engagement suggests a renewed focus on personal connections to drive business growth.

This year’s survey also indicates a more optimistic approach to marketing budgets. In contrast to last year’s split outlook, over 50% of respondents plan to increase their marketing budgets in 2025, with less than 10% expecting to cut spending.

The data highlights a shift toward strategic, high-ROI marketing efforts that prioritize sustainable growth, quality leads, and direct engagement over costly, low-return lead generation services.

Adoption of a plus chems pricing model is still sluggish

Despite ongoing chemical price volatility, most pool pros still favor an all-inclusive pricing model, with over 54% of survey respondents using a flat monthly rate that includes chemicals. Only 20% have adopted a “plus chems” model, where chemical costs are charged separately, and even fewer charge per stop.

There are several factors driving the preference for all-inclusive pricing. It simplifies billing for customers, improves satisfaction by providing predictable costs, and differentiates businesses from competitors. Additionally, it streamlines operations, allowing bulk chemical purchasing and reducing administrative work. Many pros also see it as a way to build customer loyalty, ensuring consistent service without disputes over added costs.

“We like to treat our clients the way we would like to be treated. No-nonsense pricing. In business, there is always a risk, and you can choose to put that risk on the client or your own business. We choose to take the risk off of our clients. It forces our entire team to become better and more mindful of their craft,” says Chancy Green of Cool Pool People in Frisco, Texas.

Thomas Walsh of Integrity Pool Service agrees, saying “It would be very hard to get most of my customers to accept anything less than all-inclusive. They like the predictability of the same amount each month, they can schedule the bill every month and not think about it”.

While including chems in pricing fosters trust and operational efficiency, it carries risks such as fluctuating chemical costs and the perception of higher base prices, which may deter budget-conscious customers. 

Conclusion

The pool service industry is evolving in response to economic pressures, increased competition, and changing consumer expectations. While challenges like inflation, labor shortages, and market consolidation persist, pool pros are adopting more strategic, data-driven approaches to growth and pricing. With a focus on efficiency, service diversification, and customer engagement, the industry is set for continued success in 2025.

By leveraging smart pricing models, investing in technology like Skimmer’s all-in-one pool service software, and maintaining strong customer relationships, pool businesses can stay ahead of industry changes and drive sustainable growth in the coming year.

The post Skimmer’s State of Pool Service 2025: Key Findings and Trends appeared first on PoolMagazine.com - Get The Latest Pool News.

FRANKLIN, Tenn., Jan. 9, 2025  — Premier Franchise Management, the fastest growing pool builder in the world, is excited to announce the addition of a new pool franchise. In 2014, PFM began offering franchise opportunities to like-minded entrepreneurs with the same standards for quality and value, the same standards that grew the Premier brand exponentially.

Ivan Nunez is the newest owner of the Inland Empire Premier Pool Service franchise. His journey in the pool industry began six years ago as a means to support himself and soon grew into a passion for serving others. In the summer of 2018, Ivan took on his first role as a pool technician in San Diego County. Initially a part-time job among two others, his dedication quickly became evident. Within a week, his supervisor recognized Ivan’s commitment and brought him on full-time, affirming his natural fit for the industry.

As an owner of one of the most prestigious names in the pool industry, Ivan is eager to apply his knowledge, experience, and values to uphold the Premier name and expand its presence nationwide. His goal is to make a difference by focusing on customer satisfaction, informed by years of hearing clients’ stories about poor experiences with other pool companies. This insight drives his commitment to a customer-centered approach that genuinely serves client needs.

Through his extensive experience with different types of pools and water conditions, Ivan aims to set Premier Pool Service apart from others in the industry. His focus on exceptional service, attention to detail, and dedication to keeping pools pristine are at the heart of his mission. Ivan is excited to provide a service that makes customers feel valued and well cared for.

“I chose to join the Premier Franchise [family] because it is a solid company with strong values. Many of the pools in my routes are built by Premier and those pools are the easiest to work on. Very well designed and built.”

To contact Ivan Nunez:

inunez@ppsrv.com
(760) 390-9389

Interested in joining the Premier family?

If you’ve ever thought about owning your own business, now is your chance! We’re also looking for passionate entrepreneurs to franchise with us in this growing community.

The post Premier Franchise Management Signs New Service Franchise- Inland Empire, CA appeared first on PoolMagazine.com - Get The Latest Pool News.

Randy Canova, widely recognized as “PoolBoyInThaHouse” on TikTok, is proving that social media can be more than just a pastime—it can become a lucrative side hustle. As a pool repair technician with over 15 years of experience, Canova has built a significant online presence by sharing videos of his day-to-day tasks, from servicing equipment to tackling pool renovations. With nearly 480,000 followers, 8.5 million likes, and a staggering 80 million total views, Canova’s TikTok account has become a must-follow for both pool professionals and enthusiasts.

“I started creating videos just to keep myself entertained while working,” Canova shared in a recent interview. “It wasn’t something I planned, but people loved it, so I kept posting. Now, it’s like an archive of my work and a way to connect with others in the industry.”

A Natural Progression into Social Media

Randy’s journey into the pool industry began humbly. “I started as a helper, carrying tools for a man named Guy, doing commercial pool renovations,” he said. Over the years, he honed his skills, transitioning from cleaning pools to specializing in equipment installations and renovations. Today, he focuses entirely on commercial work.

Despite his busy schedule, Canova uses downtime between jobs to capture content. Armed with just his iPhone, he films snippets of his workday and edits them into engaging videos. His creativity shines in his “challenge videos,” like seeing how many chlorine tablets he can carry—a clip that earned him over half a million views.

@poolboyinthahouse

#poolboyinthahouse

♬ original sound – Pool Boyinthahouse

What Makes TikTok Work

Canova attributes his success on TikTok to consistency and understanding the platform’s quirks. “The first three seconds are critical,” he explained. “You have to grab people’s attention immediately. TikTok rewards consistent posting, but they’re also particular about the sounds you use. If it’s copyrighted, your video won’t get pushed.”

Interestingly, TikTok’s algorithm can be a double-edged sword. “Shadowbanning is real,” Canova said. “If you stop posting regularly, TikTok starts throttling your content. It’s frustrating, but I don’t let it get to me because creating videos is more of a hobby than a job.”

Finding success on TikTok is something many folks struggle with. A fact that isn’t lost on Canova, who has been approached by numerous pool professionals looking for tips on how to enhance their social media presence. After all, one of his videos has been watched over 44 million times and has over 100 years of watch time on it.

@poolboyinthahouse

#poolboyinthahouse #poolboytiktok #foryou

♬ Creepy techno music(893883) – S_R

Tips for Pool Pros Wanting to Go Viral

During our conversation, Randy shared his top tips for fellow pool professionals looking to make a splash on social media:

1. Be Consistent
   Consistency is key to building and maintaining an audience on TikTok. Canova emphasizes that regularly posting keeps your account active in TikTok’s algorithm, increasing the chances of your videos being seen by more viewers. “TikTok rewards you for consistency,” he explains. “Even if you don’t have time to make a long or elaborate video, posting short updates or behind-the-scenes clips can help keep your account active and your followers engaged.” Planning a content calendar or setting aside time each week to batch-create videos can help you stay consistent without feeling overwhelmed.
2. Grab Attention Fast
   The first three seconds of your video are critical—this is the make-or-break moment where viewers decide whether to keep watching or scroll away. “You need to hook people immediately,” Canova advises. Start your video with something visually striking, a compelling question, or an intriguing action that will make viewers want to stick around. For example, Canova’s popular challenge videos catch attention right away because viewers are curious to see how far he can go. Remember, every second counts on TikTok, so jump straight into the action to capture interest.
3. Educate or Entertain
   Content that either teaches or entertains is what drives engagement on TikTok. Canova has found success by striking a balance between the two, sharing videos that are both informative and fun. “People watch my videos because they either want to learn something new about pool maintenance or because they enjoy seeing the unique way I do things,” he explains. Think about what your audience wants—are they looking for quick tutorials, satisfying transformations, or humorous moments? Tailor your content to meet those needs, and you’ll start to build a loyal following.
4. Mind Your Sounds
   Choosing the right soundtrack can make a huge difference in how TikTok promotes your video. Canova notes that using trending sounds or soundtracks featured on the platform can significantly boost your video’s reach. “TikTok often pushes videos that use their trending sounds because they want to promote those tracks,” he says. To find trending sounds, check TikTok’s discovery page or explore the sounds used in popular videos. Just make sure the sound is TikTok-approved and not copyrighted, as this can affect how your video is distributed. When paired with engaging visuals, the right sound can elevate your video’s appeal and virality.
5. Focus Your Content
   One of the most important aspects of growing your TikTok audience is finding your niche and sticking to it. “TikTok works like a TV channel,” Canova explains. “People want to tune in and see the same type of content every time.” For pool professionals, this might mean focusing on equipment tutorials, repair hacks, or creative ways to showcase your work. Consistency in your niche helps you build a recognizable brand and keeps your followers coming back for more. Avoid mixing unrelated topics, like hiking or car repairs, into your pool-focused channel, as this can confuse your audience and dilute your reach.

More Than Just Views

Beyond the metrics, Canova’s TikTok presence has elevated his professional profile. He frequently receives questions from pool owners seeking advice and has even used his videos to help educate fellow professionals.

His influence extends beyond TikTok. He’s been approached by manufacturers like Cyclone Filter Cleaner to promote their products and was nominated for Pentair’s prestigious Pool Pro of the Year award. “I’m honored to be a finalist,” Canova said. “The recognition means a lot, and I’m looking forward to the Atlantic City Pool & Spa Show, where they’ll announce the winner.”

A Side Hustle with Heart

For Canova, the real reward is the connections he’s made. His visibility on social media platforms has made him approachable, and as a result, has grown his professional network exponentially. “The friends I’ve made in the industry are incredible,” he said. “We help each other out, share advice, and just want to be better at what we do. The networking is priceless.”

Randy Canova’s journey shows that blending passion, expertise, and social media savvy can open new doors for pool professionals. Whether he’s making TikTok videos or helping others troubleshoot equipment issues, he proves that with the right approach, social media can be more than a side hustle or a time suck—it can be a game-changer that helps elevate and entertain others.

Ready to take a deeper dive?

Listen to our entire conversation with Randy Canova (PoolBoyInThaHouse) on the Pool Magazine podcast.

The post How One Pool Pro’s Social Media Side Hustle Is Paying Off appeared first on PoolMagazine.com - Get The Latest Pool News.

When it comes to efficient pool maintenance, selecting the right cartridge filter replacement can have a profound impact on service schedules, inventory management, and operational costs. Cartridge filters, like those offered by Pleatco and discussed by Scott Gleason and Kevin Stewart of Pentair Pool on the Pool Magazine podcast, offer pool service professionals a way to streamline their operations.

This article aims to explore the specific time-saving benefits, how standardized cartridges simplify inventory management, the reduction in operational costs, and the advantages of replacing sand filters with cartridge systems. We will also identify the ideal pool types for cartridge filters and how Pleatco’s innovative replacements improve maintenance efficiency.

Time-Saving Benefits for Maintenance Schedules

One of the biggest challenges pool professionals face is balancing busy schedules, especially during peak seasons. Scott Gleason emphasized how the right filter cartridge can extend the time between cleaning cycles. Pleatco’s advanced cartridges feature point bonded filtration fabric and PurePleat technology, which distribute dirt evenly and reduce flow resistance over time. This means fewer service calls to clean clogged filters and quicker service when cleaning is required.

“Less frequent and quicker service events translate into fewer unscheduled visits, making it easier for pool pros to manage their time efficiently,” Gleason explained. This enhanced efficiency allows technicians to serve more clients without compromising quality.

Simplifying Inventory Management with Standardized Cartridges

Kevin Stewart highlighted how Pleatco’s cartridge design supports multiple pool brands, eliminating the need for pool pros to stock various filter types. “By standardizing cartridges, service pros save both time and money. You won’t need to maintain a large inventory of different brands, which makes things much simpler,” Stewart said.

Pleatco’s ultra-line cartridges are particularly noteworthy because they combine multiple filter functions into a single, versatile product, fitting a wide variety of pool systems. This consolidation minimizes inventory while ensuring professionals are prepared for various service scenarios.

Operational Cost Savings with the Right Filter Cartridges

Using high-quality cartridges not only saves time but also reduces operational costs. Gleason explained that opting for cheaper, lower-quality filters often leads to more frequent cleanings and service visits. “While some pool owners may focus on the initial cost, higher-quality cartridges offer long-term savings by extending cleaning intervals and ensuring optimal filtration,” Gleason noted.

Pleatco’s cartridges also help conserve water. Cartridge systems eliminate the need for backwashing, a process required with sand filters that wastes chlorinated water. Stewart pointed out, “Skipping backwashing avoids chemical loss and aligns with water conservation efforts, especially in regions with water restrictions.”

Advantages of Replacing Sand Filters with Cartridge Filtration

Cartridge filters offer several advantages over traditional sand filters. Stewart noted that “cartridge filtration delivers better water clarity by capturing particles nearly twice as small as sand filters.” Additionally, cartridge systems provide greater square footage for water filtration, reducing the frequency of cleanings.

Sand filters require frequent backwashing, which can occur weekly, while cartridge filters may only need cleaning every few months. The absence of backwashing in cartridge systems not only saves water but also simplifies maintenance, reducing downtime for pool owners.

Best Pool Types for Cartridge Filters

According to Gleason, cartridge filters are ideal for several specific pool settings:

• Residential pools with space constraints where large sand filters would be impractical.
• Saltwater pools that benefit from the fine filtration capabilities of cartridges.
• Pools in areas with water restrictions, where conserving water is critical.
• Low-usage pools that don’t require constant backwashing, making them ideal for cartridge filtration.

These filters are particularly well-suited for pools where water clarity is paramount, and maintenance needs to be minimal.

Key Features to Look for in Cartridge Filters for Extended Cleaning Cycles

How Pleatco Cartridges Help Pool Professionals Accommodate a Busy Maintenance Schedule

With maintenance schedules becoming more demanding, especially during peak pool season, using Pleatco filters ensures service professionals can meet tight timelines. “Making an extra trip to a pool for filter cleaning can feel tedious, especially during busy times,” Gleason noted. “Pleatco’s ultra-line cartridges allow for fast and easy cleaning, which means less time spent on each service call.”

This is achieved by the combination of Pleatco’s key features—point bonded fabric, open flow core, and PurePleat technology. Together, these innovations reduce the frequency of filter cleanings and make rinsing faster when needed.

“Service techs can expect cartridge cleaning to be as simple as removing, rinsing, and replacing,” Gleason added. This streamlined process helps professionals move through their service routes more efficiently, accommodating a larger number of clients.

As an industry leader in the pool and spa space, Pentair Pool is driven to help people safely and sustainably enjoy water. Their solutions include industry-leading pumps, automation, lighting, heating, and filtration technology that help customers enjoy a smarter and more sustainable pool. Pleatco compliments Pentair’s innovative product solutions with quality and cutting-edge pool and spa filtration technology. For more information, visit www. pentair. com/pleatco.

Ready to take a deeper dive?

Listen to our entire discussion about Pleatco cartridge filter replacements with Scott Gleason and Kevin Stewart on the Pool Magazine podcast.

The post Streamlining Maintenance with the Right Cartridge Filter Replacement appeared first on PoolMagazine.com - Get The Latest Pool News.