Natural Pools, Cheap Customers, and Main Character Syndrome

Send us Fan MailIn this Thursday edition of Talking Pools, hosts Steve Sherwood and Wayne Ivusich dive into the realities of running a successful pool service company. From referral programs and pricing challenges to difficult customer interactions and the importance of building relationships with manufacturer representatives, this episode offers practical business advice for pool professionals. The conversation also includes an insurance-focused discussion on the growing topic of natural swimming pools and the unique risks they present. Topics CoveredWhy Referrals Are Still the Best Marketing ToolSteve explains why customer referrals continue to be one of the most effective ways to grow a pool service business. Rather than chasing online reviews or discount programs, he discusses building trust with existing clients and rewarding long-term customer relationships. The Reality of Pool Service PricingNot all pool companies charge the same rates. Steve shares a real-world example of a prospective client comparing prices and why competing solely on price often creates problems. The discussion highlights the importance of communicating value, professionalism, reliability, and service quality. Managing Difficult Customer ExpectationsFrom emergency requests to customers demanding specific service times, the hosts discuss how setting boundaries and maintaining clear expectations protects both the customer and the service company. They explain why not every client is the right fit for every business. Commercial vs Residential Pool CustomersWhy are commercial clients often easier to work with than residential customers? Steve shares his perspective on dealing with engineering departments, facility managers, and property owners versus individual homeowners with highly specific expectations. Insurance Interlude with Pat GranonCan Natural Swimming Pools Be Insured?Pat Granon from the California Pool Association joins the show to discuss insurance considerations surrounding natural swimming pools. The conversation explores whether natural pools are classified as pools for insurance purposes and what coverage options may be necessary for companies servicing them. Additional Risks of Natural PoolsThe discussion examines concerns involving: Communicable disease exposure  Pollution liability  Professional liability risks  Biological filtration systems  Potential legal exposure from waterborne illnesses Pat explains why standard general liability coverage may not always be enough and discusses additional policy options that service companies should consider when working with natural swimming pools. Is a Natural Pool Really a Pool?The hosts debate where natural pools fit within the industry and whether maintaining biology instead of traditional water chemistry creates a fundamentally different risk profile for operators and service providers.  Support the showThank you so much for listening! You can find us on social media:FacebookInstagramTik TokEmail us: [email protected]