Pool service companies rarely grow all at once.

A manageable weekly route becomes a larger customer base. Then comes another technician, another truck, repair work, equipment installations, office staff, sales and marketing. Eventually, the owner is no longer just managing pools—they are managing a growing organization.

That was the progression for Scott Reynolds, owner of Purpose Pools in Las Vegas.

Jobber, a field-service management platform for scheduling, customer communication, estimates, invoicing and related operations, has become part of the company’s operating infrastructure as Purpose Pools has expanded. More recently, Reynolds has focused on a different challenge: using the company’s data to make smarter decisions about marketing, profitability and growth.

His experience reflects a broader shift among service contractors.

Software Is Becoming a Business Essential

Jobber recently surpassed 100,000 paid customers. Moly Milosovic, Jobber’s Head of Community, says service professionals in the pool and spa industry have been a key part of their growth story.

“I’ve been going to trade shows for years, including a lot of pool industry shows, and back then the rebuttal I always heard was, ‘I want to learn more, but I don’t think I need it yet,’” Milosovic said. “I don’t hear that anymore.”

Milosovic said contractors increasingly recognize that operational software is not something to postpone until the company reaches a certain number of employees, trucks or accounts.

“There’s so much more awareness that software doing work and tracking work for you is a smart investment as soon as you can afford it,” Milosovic said. “It’s become more like table stakes.”

For Purpose Pools, that investment has supported a transition from a relatively simple cleaning route to a more complex service and repair operation.

Choosing a System That Can Scale

Reynolds began his search for field management software in 2022. He had prior experience with enterprise software and knew that a platform with extensive functionality was not necessarily the easiest system to operate.

“I came from a corporate background where we relied heavily on Salesforce, so I’m used to all the bells, whistles and features, but it’s extremely complex,” Reynolds said.

Before adopting a new system, Purpose Pools had worked through other solutions and developed a clearer understanding of its needs.

“I was looking for a really robust platform, and we finally landed on Jobber,” Reynolds said. “It was super straightforward and easy to use.”

For a service business, usability matters because the platform needs to work for office staff, salespeople, technicians and management—not just the person responsible for implementing it.

Support Beyond Onboarding

Reynolds said the company’s rapid adoption of Jobber has also been shaped by the personal attention he receives from his account specialist.

“Probably what has impressed me most has been the support,” he said.

He initially expected a typical onboarding period, followed by a more self-directed relationship with the platform. Instead, Jobber continued to provide assistance as Purpose Pools added people, services and workflows.

“I thought it might just be that first 90 days of, ‘Let’s get you started and make sure you’re successful,’ but since we signed up in 2022, that support has continued all the way through today,” Reynolds said.

Growth Creates More Moving Parts

“When we first started out, we were just doing weekly cleanings,” Reynolds said. “Now we push about 100 customers a week through the platform between service calls, cleanings and repairs.”

The team has grown alongside the customer base, with employees now working across sales, administration and operations.

“As we’ve grown our customer base, we’ve also grown the team and added people to sales, administration and operations,” Reynolds said. “Jobber makes it easy to get them up to speed and onboarded because the tool set continues to be straightforward and simple.”

Avoiding Costly Operational Gaps

The need for an integrated system usually becomes apparent when information starts falling through the cracks.

A technician may forget a follow-up. An estimate may not receive a response. A repair could be completed without an invoice being sent. A customer note may exist only in a text message or handwritten file.

“Think about when you lost track of something you wrote down, or when you literally forgot to invoice someone for a job worth thousands of dollars,” Milosovic said.

Those breakdowns become more expensive as a company handles greater volume.

“One of the biggest things Jobber helps us with is avoiding that memory lapse,” Reynolds said.

Faster Repair Follow-Up

At Purpose Pools, Jobber helps centralize customer communication and task management across recurring service and repair work.

That structure has helped the company reduce its repair sales cycle.

“Our entire sales cycle is less than 40 hours,” Reynolds said. “From the time someone submits a request or makes a phone call, we can be completing the repair.”

The system allows customers to respond when it is convenient for them instead of forcing every interaction into a phone call or office-hours conversation.

“They can answer the text when they want, or log into the Client Hub when they’d like to,” Reynolds said. “Jobber is always working for us, but it’s also working on the customer’s timetable.”

Empowering Pool Pros To Answer Bigger Questions

Once Purpose Pools established stronger systems for managing jobs and customer communication, Reynolds turned his attention to marketing efficiency.

“For us, the shift probably happened about a year ago,” Reynolds said. “We went from, ‘Let’s just spend. The top line looks really good,’ to asking how we could become more efficient.”

For many pool companies, advertising platforms provide useful—but incomplete—data. They can show impressions, clicks, calls and submitted forms, but they do not always reveal whether those leads became paying customers or generated meaningful revenue.

“We wanted to know where the lead was coming from, what channel produced it and what that lead cost us,” Reynolds said. “Ultimately, we wanted to know what revenue it generated.”

Connecting Ad Spend to Revenue

Working with digital agency PoolMarketing.com, Purpose Pools developed a custom return-on-ad-spend dashboard that connects advertising performance with customer, sales and revenue data flowing through Jobber’s API.

The dashboard is a custom integration built by PoolMarketing.com, rather than a native Jobber reporting feature. It allows Reynolds to track a lead after it enters the business, including the source, current sales stage and outcome.

“Now I’m able to tell when a lead hit the system, what stage it’s in and what the response was,” Reynolds said. “That allows us to make more efficient decisions.”

Better Data Creates Better Decisions

At scale, modest improvements in advertising efficiency can have a significant impact.

“As you grow, even being able to save a couple of percentage points on ad spend and reallocate that money somewhere else is a really big deal,” Reynolds said.

A channel that produces low-cost leads is not necessarily the best channel if those leads do not become profitable jobs. On the other hand, a higher-cost source may warrant greater investment if it consistently produces valuable repair work, installations or recurring service accounts.

The objective is not simply to identify wasted spend. It is also to invest more heavily in the channels that consistently generate worthwhile customers.

“I think that’s what a lot of owner-operators miss out on—really working through the efficiency of their costs and expenses and knowing where the money goes and why it goes there,” Reynolds said. “In our case, we can double down and spend more on the channels that are working because we have the data in front of us.”

Turning Operational Data Into Insight

Jobber occupies an important place as the source of truth in the attribution process because the ultimate value of a marketing lead is determined by what happens after the initial inquiry.

Customer records, estimates, jobs, invoices and revenue data provide the operational information needed to evaluate whether an advertising source actually produces profitable work.

For Jobber, that represents an evolution in the role of field-service software. The platform is not only a scheduling and communication tool; it can also become a source of business intelligence.

“It takes that kind of discipline—knowing your numbers and making those percentage-type decisions,” Milosovic said. “You need that visibility.”

Demand for Better Reporting

Milosovic said the Purpose Pools dashboard illustrates the type of analysis that a growing number of contractors want.

“That dashboard looks amazing,” she said. “I would love to see a dashboard like that in Jobber. We’re investing in helping customers understand their numbers better so they can make those kinds of high-growth decisions.”

Jobber has seen similar demand since introducing its own marketing tools.

“When we launched our marketing suite, the response was immediate: ‘How do you give me more information to make smarter decisions?’” Milosovic said. “We’ve continued investing in those marketing tools to give people that kind of visibility because there absolutely is demand for it.”

Revenue Alone Does Not Equal Success

For Reynolds, marketing attribution is part of a broader shift in how he measures the health of Purpose Pools.

“I think when most pool companies start out, we generally chase that vanity top line of, ‘Hey, I’m doing X amount of revenue,’ but we’re not really understanding the profit margins,” Reynolds said.

He said he often hears similar stories from other contractors who have built significant revenue but still struggle financially.

“I’ll hear, ‘We’re doing X amount a year or X amount a month, and that’s really good—but I’m also kind of going broke,’” Reynolds said.

A company can look successful on paper while dealing with poor pricing, escalating labor costs, weak material markups, excessive overhead or unprofitable marketing spend.

Knowing the Cost of the Work

Purpose Pools has responded by becoming more intentional about job costs and pricing.

“We need to understand our costs,” Reynolds said. “We’ve created a tiered cost ladder so we know what a job costs and what markup needs to go with it. That helps make sure we’re hitting our bottom-line numbers at the end of the week, quarter or year.”

That level of discipline becomes increasingly important as a business grows. More jobs do not automatically create more profit. In some cases, growth can magnify inefficiencies that were less noticeable when the company was smaller.

Jobber’s reports and operational data can support that analysis by giving contractors a clearer view of the work being performed, the revenue being generated, and the processes behind it.

Pool Service: A Key Piece of the Puzzle

Across Jobber’s customer base, the volume of operational information has grown substantially. The company says its 100,000 customers have completed nearly 90 million jobs representing more than $100 billion in services.

Pool service and repair represent an important piece of that growing field-service economy. Unlike businesses built primarily around one-time projects, pool companies often combine recurring maintenance with repair and installation work, sending technicians into the field day after day while managing an ongoing relationship with the customer. It’s a model Milosovic sees as particularly well aligned with the platform Jobber has built.

“Pool service is huge. It’s growing. It’s year-round outdoor work, and it’s exactly who Jobber was built for — people who are going to homes and commercial properties,” Milosovic said.

As those companies grow, the information generated through their day-to-day operations can become increasingly valuable. For Milosovic, the opportunity is to turn that data into actionable business guidance.

“We have this exciting opportunity because you’re already doing your work in Jobber and all of those numbers are in there,” she said. “The question becomes: How do we surface that information so you can get advice that helps you make more money?”

For Jobber, that is the larger opportunity: becoming more than a platform for scheduling and job management.

“We want to be your most trusted partner, your most trusted employee and your most trusted advisor,” Milosovic said. “We want to help surface those opportunities.”

Ready to take a deeper dive?

Listen to the full conversation with Moly Milosovic and Scott Reynolds for a practical look at how Purpose Pools uses Jobber and custom reporting to manage service work, track marketing results, improve operational follow-through and make more informed decisions about growth and profitability.

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.

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.