E-250 Pool Nation Podcast - How to Build a 5-Star Pool Business: Rick Harvey & Alicia Stephens with Biolab

In episode 250 of the Pool Nation Podcast, Edgar and Zac are joined in-studio by Alicia Stephens and Rick Harvey from BioLab for a hilarious, insightful, and business-packed episode you won’t want to miss. They dive deep into what it really takes to build a 5-star pool business—from premium customer experience and staff onboarding to powerful loyalty strategies that keep customers coming back year after year. 🎤 Plus: Rick shares how he went from Red Bull to pool pros, Alicia spills the story of accidentally giving “the talk” to a 6-year-old, and the crew talks about the magic of time management, retention strategies, and why every pool pro needs to stop shopping with their own wallet. This episode is a must-listen for service pros, retailers, and anyone looking to level up their business through education, relationships, and premium customer care. Sponsored by: SPPA, BluRay XL, AquaStar Pool Products, BioLab, Natural Chemistry, Raypak, Hayward, Poolside Tech, Pool Brain, Pool Invoice and Nidec. ⏱️ Timestamps: [00:00:00] Welcome to the show – The Pool Nation crew is back with Alicia Stephens & Rick Harvey [00:01:30] Marco Polo champions, vacation stories, and wasp attacks [00:03:00] Meet Rick Harvey: Yes, he’s not Steve Harvey’s brother… but he’s got the good looks [00:06:30] Hilarious family stories, chaos crew updates, and why Edgar now cherishes loud homes [00:10:00] Pool Nation Awards nominations, women’s summit prep & Alicia’s comedy debut [00:14:00] Pool Nation Conference business classes revealed: Profit, pricing, financials & teams [00:19:00] Why Alicia is doing stand-up comedy—and yes, drinks will be required [00:23:00] Rick Harvey’s origin story: From Red Bull to BioLab to business strategist [00:27:00] Why Biolab is built on education—and how it drives premium retail success [00:31:00] How BioLab elevates pool pros through training, coaching, and business support [00:34:00] Why fun + learning = retention (and the secret to Alicia’s powerful classes) [00:38:00] The ROI of training your employees—even if they’re only with you one season [00:41:00] Simple but powerful ways to elevate the customer experience (Retail + Service) [00:47:00] Are you a 5-Star Business? Here’s how to find out (and fix it fast) [00:50:00] “Don’t shop with your wallet”—How to sell premium without assuming budget [00:57:00] What actually builds retention—and why most pool pros overlook it [01:04:00] The key to follow-up, trust, and customer loyalty (plus a shout-out to veterinarians) [01:08:00] Social reviews, negative feedback, and turning critics into loyal fans [01:13:00] Why retaining customers is 10x more powerful than finding new ones [01:23:00] Bonus Story: Alicia’s infamous “birds and the bees” moment babysitting Rick’s daughter [01:27:00] Final thoughts: What’s your business really doing to go from 4.8 stars to 5?