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Becoming the preferred Pool and Spa Company

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Becoming the preferred Pool and Spa Company

Working in the pool industry can be tedious but indisputably rewarding. Therefore, you have to know how to stay relevant in the industry. You can do this by showing your clientele that you can offer solutions to their pool and spa problems. Consequently, you will manage to portray expertise and, in turn, enhance your brand reputation. And it’s in the little things you do. It’s all about how to address the queries, fears, and doubts of your clients. Remember that your brand reputation mostly depends on your client’s feedback. Establishing a strong rapport with your customers requires you to do more than just informing them about your pool and spa products. You have to make your customers love your products. It would be best if you found something that will keep bringing back your customers. Often, most companies do this by coming up with a unique value proposition. In this article, we look at some of the things you should do to establish an extensive customer base for your pool and spa company.

Becoming the preferred Pool and Spa Company

How do you become a renowned pool and spa company?

Quality services and products:

It is crucial to offer high-quality services and products. It would be best if you were sure that what you are providing to your clients offers value for money. Once you do this, you will get positive customer reviews, increase your brand visibility and expand your business. Besides, staff members are always happy to work where there are quality services and products. It makes their sales conversation much easier since they know what they pitch to the client is distinctive.

Offer flexibility:

You have to be flexible if you have a pool and spa company. What does this mean? Simply put, be available when your customers are available. More often than not, your customers will want to come to your showroom at any time of the day as well as on Sundays. So, always focus on what your clients want rather than what you think they want.

Indulge in charitable projects:

You can win your clients’ hearts by taking part in charitable work. Some people get moved when they hear that your company seeks to better society. And even if they don’t like your products, they will end up buying them to support the charitable project. Moreover, it feels nice to help out. So, if you have a few coins to spare, take part in a charitable organization.

Provide excellent customer service:

Nearly 75% of customers fall in love with brands because they portray excellent customer service. So, ensure that all your staff members are well trained in this. You have to be friendly and courteous to your customers. In turn, you deliver 100% customer satisfaction.

Practice listening skills when it comes to the customer:

Regardless of your experience in the pool industry, it always helps when you listen to what the customer has to say. Hear out all their requirements and adhere to them. It would be best if you set up a meeting with your customers. Here, listen to what they want. Then, you can advise them on the way forward. Doing this helps you boost 100% customer satisfaction.

Solutions to existing problems:

You can always make your brand exceptional if you develop solutions to problems before anyone else does. Thus, it would be best if you conduct extensive research on the pool and spa industry. Identify the requirements of most customers. You can do this using questionnaires and interviews. After getting the results, come up with a fantastic solution to the problem. This way, you create an extensive clientele for yourself.

Be quick to respond and act:

No one loves delays in their projects. Therefore, you have to find a way to offer immediate replies. You can do this by creating a duty shift for your staff members. Try to find the best way you can provide instant replies to your customers. Additionally, always deliver before the client’s deadlines. Otherwise, you might get your company into trouble with a bad review.

Safeguard the environment:

Another way to become a pool and spa company that your customers fall in love with is by protecting the environment. We live in an era where environmental degradation is a common thing. If you show people that your products are safe for the environment, they will buy them without overthinking the costs. It will help if you inform your target population of the distinctive advantages and downsides of these products. Needless to say, tell them why they should choose environmentally friendly products over the standard products.

Becoming a pool and spa company that your customers fall in love with requires you to incorporate certain skills. When it comes to winning a sale, it is not always about your products/services. Remember, the goal here is to establish a strong rapport with your customers to expand your clientele. So, make sure you portray excellent customer service and professionalism when dealing with your customers.

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Pool News coverage brought to you by Pool Magazine's own Marcus Packer. Marcus Packer is a 20 year pool industry veteran pool builder and pool service technician. In addition to being a swimming pool professional, Marcus has been a writer and long time contributor for Newsweek Magazine's home improvement section and more recently for Florida Travel + Life. Have a story idea or tip you'd like to share with Pool Magazine? Email [email protected] your story idea.

Industry News

PHTA Opens Public Review of Revised PHTA-6 Spa Standard

The revised PHTA-6 standard addresses requirements for residential portable spas and exercise spas, with public comments being accepted during the review period.

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(Alexandria, Va.) — The Pool & Hot Tub Alliance (PHTA), the trade association representing the swimming pool, hot tub, and spa industry, is inviting public review and comment on the proposed revision of the PHTA-6 Standard for Residential Portable Spas and Exercise Spas.

As an American National Standards Institute (ANSI)-accredited standards developer, PHTA follows a consensus-based standards development process that includes public review and comment opportunities for proposed standards revisions.

The draft revision of the PHTA-6 standard focuses on site-specific installation and consumer use of residential portable spas and exercise spas after delivery to the end user. Proposed updates are intended to improve enforceability, support regulatory alignment, address certification gaps, and enhance safety continuity throughout the industry.

The revised draft also includes updated language and new content designed to reflect current industry practices, technologies, and requirements.

The public review period for the draft PHTA-6 standard opens May 22, 2026, and closes July 6, 2026. During this time, industry professionals, regulatory agencies, and other interested parties are encouraged to review the draft and submit comments for consideration.

The public review announcement was published in ANSI Standards Action on May 22, 2026.

The draft standard and instructions for submitting comments are available on the PHTA-6 webpage at phta.org.

For additional information, please contact PHTA’s Standards Department at [email protected] or call (703) 838-0083.

About the Pool & Hot Tub Alliance:
The Pool & Hot Tub Alliance (PHTA), a non-profit organization with 4,000+ members from around the world, was established in 1956 to support, promote, and protect the common interests of the $62B pool, hot tub, and spa industry. PHTA provides education, advocacy, standards development, research, and market growth initiatives to increase our members’ professionalism, knowledge, and profitability. Additionally, PHTA promotes the use of pools by expanding swimming, water safety, and related research and outreach activities aimed at introducing more people to swimming, making swimming environments safer, and keeping pools open to serve communities. For more information, visit www.phta.org.

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Watson’s Expands into Carolinas with Viridien Acquisition

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Watson’s Accelerates Strategic Growth with Acquisition of Viridien Patio + Fireplace, Strengthening Southern U.S. Presence

Cincinnati, OH (May 18th, 2026) – Watson’s, one of the nation’s largest retailers of home recreational products and furnishings, today announced the acquisition of Charlotte, NC based Viridien Patio + Fireplace, the Carolinas premier destination for high-end outdoor furniture, outdoor kitchens, fireplace and hearth products.

The acquisition of Viridien further strengthens Watson’s Southern U.S. presence, building on its 2024 acquisition of Fort Myers, Florida-based Recreational Warehouse, while also expanding its leadership in the outdoor furnishings category overall. The addition of four Carolinas locations—Charlotte, Lake Norman, Raleigh, and Greenville—brings Watson’s total store count to 39. Following the acquisition, Watson’s will operate 23 corporate locations and 16 franchise and affiliate locations.

“Expanding into the Carolinas market has long been a strategic objective for us,” said Erik Mueller, CEO of Watson’s. “The market’s strength and sustained economic growth make it a natural fit for our continued expansion. Combined with Viridien’s strong team, shared values, proven business model, and established presence, this acquisition represents an excellent strategic alignment. We are excited to welcome the entire Viridien team into the Watson’s family and to continue delivering high-quality products and experiences that bring enjoyment and relaxation to families across the region. Looking ahead, we see meaningful
opportunities to expand our product offerings and further grow our presence throughout the state as we invest in and grow alongside the community.”

“Watson’s is a family business with a strong culture, an outstanding reputation, and values that closely align with our own. From the beginning, it was important to me to find a partner that truly understood what Viridien has been built on over the past 45 years — taking care of our employees, customers, and vendor partners while always operating with integrity and a long-term perspective. I genuinely don’t believe we could have found a better home for our business. This partnership creates exciting opportunities for growth while allowing us to preserve the culture, service, and relationships that have defined Viridien for decades,” said Grant W. Henegan, Owner and President of Viridien Patio + Fireplace.

Following the acquisition, Viridien will operate as a wholly owned subsidiary of Watson’s and will be branded as Viridien by Watson’s. Customers should continue to expect a seamless and premium experience, with the same high standards of product selection and exceptional customer service delivered by both Watson’s and Viridien.

Building on this most recent expansion, Watson’s continues to evaluate and pursue multiple avenues for growth across the U.S. “We see significant opportunity to continue scaling Watson’s through new store development and strategic acquisitions in both our existing and new markets,” said Mueller.

Founded in 1968, Watson’s is one of the nation’s largest retailers of home recreation products, offering outdoor furniture, spas, pools, saunas, billiards, indoor furnishings, and more.

Assisting in the acquisition were Cincinnati-based partners Katz Teller, Clark Schaefer Hackett and Charlotte-based partner Stump & Company.

Terms of the deal were not disclosed.

About Watson’s
Since 1968, Watson’s has grown from a pool store in Cincinnati to one of the nation’s largest retailers of home recreation products and home furnishings. Their stores feature outdoor furnishings, indoor furnishings, game tables, pools, spas, and more, all under one roof. Watson’s mission is to bring families together for fun, relaxation, and a break from the stress of daily life. Their vision is to bring creativity to the home furnishings and leisure industries, by providing leadership with cutting-edge products, innovation, and world-class customer service. For more information visit www.watsons.com.

About Viridien Patio + Fireplace
Viridien Patio + Fireplace is a Carolinas based specialty retailer founded in 1981 that has evolved from a single fireplace store into a regional leader in premium outdoor furniture, outdoor kitchens, and fireplace products. Formerly known as The Fire House Casual Living Store, the company rebranded as Viridien in 2022 to reflect its focus on elevated outdoor living, design expertise, and customer-centric service. www.viridien.com

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POOLCORP Welcomes John Watwood as President and Chief Executive Officer

Seasoned distribution leader to drive POOLCORP’s next chapter of growth, deepening commitment to customers and supply partners

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COVINGTON, LA., May 14, 2026 — POOLCORP, the world’s largest wholesale distributor of swimming pool and outdoor living products, recently announced the appointment of John Watwood as President and Chief Executive Officer.

Watwood joined the company in January 2026 as Executive Vice President and has quickly made an impact after spending much of his time in POOLCORP sales centers, meeting with customers, engaging with suppliers, and aligning closely with teams across the business. With extensive leadership experience in industrial and specialty distribution, Watwood brings a deep understanding of how to build high-performing teams, strengthen customer connections, and create long-term value in the industry.

Prior to joining POOLCORP, Watwood served as Senior Vice President of Sales and Operations at Motion Industries, a leading distributor of industrial parts and value-added solutions and a subsidiary of Genuine Parts Company. During his career, he has led large-scale sales and operations organizations focused on customer growth, supply chain excellence, and market expansion.

“John has gained the trust of our employees, customers, and suppliers in a very short period of time,” said Kenny St. Romain, Senior Vice President at POOLCORP. “He understands distribution at its core, but more importantly, he understands the value of relationships and the local support that our customers need. Our field teams have seen firsthand his commitment to listening, supporting our customers, and helping us continue to evolve our already successful service model. There’s real excitement across the organization about where we’re headed under John’s leadership.”

Watwood’s appointment marks the next chapter for POOLCORP as the company continues to invest in customer-focused solutions, sales and service excellence, operational capabilities, and technology-enabled experiences designed to help industry professionals grow and operate more efficiently.

“I’m incredibly honored to lead POOLCORP in an industry built on lasting partnerships, trust, and service,” said Watwood. “What has stood out to me most over the last several months is the passion of our people and the strength of our relationships. I am excited to build upon our incredible legacy and look forward to strengthening our support for the industry by deepening our customer and supplier relationships, and continuing to invest in the people, capabilities, and execution that make POOLCORP the best and most value-driven distribution partner.”

About Pool Corporation

POOLCORP is the world’s largest wholesale distributor of swimming pool and related outdoor living products. The Company operates approximately 455 sales centers in North America, Europe, and Australia, through which it distributes more than 200,000 products to roughly 125,000 wholesale customers, including pool builders, retail stores, and service professionals. For more information, please visit www.poolcorp.com.

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