Van Nuys, California — The pool industry stopped in its tracks on November 11th as Pure Swim’s Rich Gallo was blindsided in Van Nuys with an honor decades in the making: the 2025 Talking Pools Podcast Pool Industry Mentor of the Year, becoming the first-ever recipient of the swimming pool industry’s official Mentor Championship belt, custom-manufactured by Wildcat Belts, makers of belts for WWE and UFC.

The recognition—conceived and created by Rudy Stankowitz of the Talking Pools Podcast, a top 1.5% global podcast with listeners in over 100 countries—celebrates the swimming pool industry’s most impactful mentors worldwide. This year’s recognition drew 70 nominees from across the globe. Finalists were determined through a multi-stage, completely anonymous evaluation process. All identifying information was stripped from the nominations, and each nominee was assigned a unique number for the finalist round.

The Talking Pools Podcast hosts and three industry sponsors—Blueray XL, LaMotte Company, and Revdup Apparel—were provided only with the merit summaries associated with each anonymous finalist and scored them without any knowledge of their identities. This ensured a 100% merit-based and unbiased selection process.

“With the industry battling workforce shortages and an urgent need for better training pipelines, mentors like Gallo play a crucial role in shaping the technicians who will sustain the trade.” – Stankowitz.

Each of the Top 10 finalists received a premium recognition package celebrating their leadership, including a custom Revdup Apparel Mentor Jersey, a commemorative challenge coin, symbolic “Elevator Key,” Talking Pools gear, and gifts from title sponsor Blueray XL—created to honor the mentors’ impact on the swimming pool service community. The surprise presentation in Van Nuys was attended by:

• Rudy Stankowitz, Talking Pools Podcast
• Chris Galvin, President/CEO of Blueray XL
• Steve Sherwood, Talking Pools Podcast
• Dean Oullette, President/CEO of Big Family Pools (Scottsdale, AZ)
• Abbey and Adam, Pure Swim
• Alexa Jade, Photographer

Gallo was visibly moved as the Championship Belt presentation team burst through his office door. In an emotional moment captured in video, Stankowitz told him:

“We have somebody here who doesn’t do something to get recognition. He did it purely to help people get ahead and for the betterment of the industry. That’s the person who deserves this recognition the most. I wanted to come here in person, shake your hand, and say thank you for what you do for the pool industry.”

Gallo, overwhelmed, expressed deep appreciation:

“Thank you so much — this means a lot. The way you crafted this, the time and dedication you spent, and how you personally came in from Florida… that makes it special. I’m as honored to meet you as you are to meet me. I can’t thank you enough for doing this.”

The Pool Industry Mentor Championship belt, explicitly designed for this recognition, symbolizes the highest standard of mentorship in the pool industry. Manufactured by Wildcat Belts, known worldwide for designing belts for WWE and UFC, it represents the industry’s first-ever mentor recognition and Championship title.

“Rich Gallo is our first-ever champion in a movement that’s long overdue,” Stankowitz said. “This acknowledgement recognizes the folks who lift others up and set them loose to lead—people who pay it forward because that’s who they are. Rich doesn’t just mentor. He builds future leaders, and that’s exactly what this industry needs.”

About Rich Gallo

Rich Gallo leads Pure Swim in Van Nuys, California, a company renowned for its concierge-level service and the kind of responsiveness that customers don’t forget. He grew up around the trade—his father was a pool builder—and stepped into the industry early, spending more than thirty years earning a reputation built on integrity, professionalism, and a steady, people-first leadership style. Rich has long been regarded as a go-to mentor in the pool world, someone who lifts others and believes that sharing knowledge is part of the job. Away from the business, he’s a family man through and through, having become a father at a young age and now a proud grandfather, carrying those values of responsibility and heart into everything he does.

About the Talking Pools Podcast

Talking Pools is one of the most widely listened-to podcasts in the swimming pool industry, ranking in the top 1.5% of shows worldwide and reaching audiences in over 100 countries. Led by top industry educators and veteran pool professionals, the show delivers straight-talking training, real-world insights, and a strong voice for pool professionals everywhere.

When it comes to pool ownership, the difference between a pristine backyard oasis and a costly maintenance nightmare often comes down to consistency and knowledge. Even well-meaning homeowners can make mistakes that slowly eat away at their pool’s surface, equipment, or water quality. To better understand which maintenance issues really cause long-term pool damage—and how homeowners can avoid it—Pool Magazine spoke with Chad Chicoine, Franchise Technical Coach for Pool Scouts, a national pool service brand. Through standardized training and reliable service systems, Pool Scouts is changing how homeowners think about maintaining their pools.

The Top Mistakes That Cause Long-Term Pool Damage

“The first one is water chemistry, hands down,” said Chicoine. “I’ve seen pools that look perfect but are quietly eating away at heaters or plaster because the low pH or low LSI has been out of whack for weeks, if not months.”

The second biggest mistake, according to Chicoine, is neglecting routine care. “Not keeping up with brushing, emptying baskets, or staying on top of filter cleanings—skip that stuff for too long, and you’re going to have circulation issues and probably algae.”

And the third? Procrastinating on small repairs. “I’ve had customers ignore a squeaky pump or a salt cell warning, and next thing you know, they’re shelling out for a full replacement when it could have been avoided.”

These mistakes persist because, at first glance, everything looks fine. “Clear water gives people a false sense of security,” he explained. “But unless you’ve been trained, you’re not going to notice that your stabilizer’s too high or your LSI is out of balance. It sneaks up on folks.”

Even small habits can quietly cause damage over time. “Things like overusing chlorine pucks, not diluting acid before adding it, or leaving the autofill on 24/7 don’t raise red flags right away,” said Chicoine. “But they slowly throw off water balance or wear down equipment. That’s where consistent service makes a real difference. A trained tech can spot these issues early, before they become expensive problems.”

The Problem with Inconsistent or DIY Pool Care

In the age of YouTube tutorials and online pool forums, the do-it-yourself approach has become common—but it’s often misleading. “I totally get the DIY mindset,” said Chicoine. “I’m the kind of person who scours the internet for answers to everything. But test strips don’t tell the whole story, and internet advice doesn’t always apply to your region or your specific equipment. You might fix the symptom, sure, but miss the actual problem. And that’s usually when we get called in to clean up the mess.”

Even with hired help, inconsistency can cause harm. “When the same tech sees the same pool week after week, they start to notice patterns—small things that might slip past someone else,” he said. “If you’re always having to add calcium or salt, that could be a sign of a leak in a pool with an autofill system that’s quietly going unchecked.”

Chicoine noted that not all “professionals” provide consistent care. “I’ve seen pools get worse even with someone on the job because there were no systems in place—just someone reacting week to week, or worse, month to month. That kind of inconsistency adds up fast.”

And as for the flood of online “quick fixes”? Chicoine doesn’t mince words. “I browse forums or Reddit sometimes, and honestly, you have to dig through a lot of bad advice to find the gems,” he said. “You’ll see stuff like ‘shock fixes everything’ or ‘throw a copper pipe in your skimmer.’ If I still had hair, I’d be pulling it out reading that. These kinds of tips give people false confidence, and most of the time, they just make the problem worse.”

How Pool Scouts Ensures Consistency Nationwide

At Pool Scouts, consistency is built into every visit. “We’ve developed a standardized process that every tech follows, regardless of where they’re working,” said Chicoine. “It’s not left up to guesswork. From water testing to how we document service, our tools and systems keep things consistent nationwide.”

That consistency starts with rigorous training. “Our techs go through a mix of online training, hands-on fieldwork, and manufacturer-supported sessions to make sure they’re fully equipped,” he explained. “We also have ongoing coaching and regular check-ins to keep them sharp.”

Chicoine and the technical team personally support franchisees and technicians in the field. “Every franchisee and tech has our direct numbers. We’re former techs ourselves, so we get it. We’re fielding calls from sunup to sundown—whatever it takes to support them.”

Using Technology to Build Trust and Transparency

Technology plays a major role in maintaining quality control and customer confidence. “Every visit is tracked in real time using mobile software,” Chicoine said. “We log chemical readings, service notes, and photos, and customers get a report after every visit. It helps techs stay accountable and keeps customers informed.”

That digital transparency builds trust. “It takes the guesswork out of the equation,” he added. “When customers get a report showing their chemical levels, notes from the tech, and even photos of their pool, they know the job got done. There’s no ‘Did someone actually show up?’ It’s right there in black and white.”

Chicoine said that explaining what’s being done and why is just as important. “We don’t just check boxes and move on—we talk to the customer. If we’re adding something extra or noticing a pattern, we explain it. Once homeowners understand the ‘why,’ it clicks. They realize we’re not just cleaning their pool—we’re protecting their investment.”

The Evolution of Modern Pool Service

Customer expectations have evolved rapidly in recent years, driven by both technology and lifestyle changes. “A clean pool is just the baseline now,” Chicoine said. “Customers want clear, consistent communication right at their fingertips. They want to know who was in their yard, what got done, and why it was done. It’s not just about water clarity anymore—it’s about trust.”

That shift has raised the bar for professionalism across the industry. “There’s always going to be the guy in flip-flops, a chemical-stained shirt, and a beat-up truck,” he said with a laugh. “But more and more, customers expect a clean, branded vehicle and a tech in uniform who looks the part.”

With today’s pools becoming more sophisticated—featuring automation, variable-speed pumps, AOP systems, and salt technology—the need for advanced training has never been greater. “We see it every day,” said Chicoine. “The systems are more complex, and so are the expectations. That’s why we’re working with manufacturers and our own teams to put out better information—not just for our technicians, but for customers too.”

As the pool industry continues to evolve, one thing remains clear: consistency, professionalism, and communication are key to keeping homeowners’ trust—and their pools crystal clear.

Photo Credits: Pool Scouts

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.