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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