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Steve Sherwood and Wayne Ivusich discuss one of the hardest lessons for pool service professionals: you cannot solve every problem, satisfy every prospect, or repeatedly rescue neglected pools for free.
Steve explains why customers must keep an eye on their pools between weekly visits and report cloudy water or visible algae immediately. Waiting until the scheduled service day—especially before a party—can turn a manageable problem into four or five additional visits, a pile of chemicals, and a service company eating the cost.
The conversation also covers phosphate removal, establishing chemical prices, asking the right questions before quoting work, and knowing when to walk away from a customer who wants a guaranteed result without fixing the equipment causing the problem.
During the Insurance Interlude, Pat Reno explains why standard general liability insurance typically does not cover cyberattacks, data breaches, stolen payments, customer impersonation, or ransomware. For pool companies accepting digital payments or storing customer information, cyber liability coverage may deserve a place in the insurance portfolio.
Steve and Wayne wrap up with equipment design, service-recordkeeping apps, and the challenges of controlling an 800-gallon commercial spa where a few bathers can send sanitizer demand, ORP, and pH in completely different directions.
Topics discussed include:
- Why weekly customers must monitor their pools between visitsCatching algae early before it becomes an expensive shit showCharging for additional visits and treatment chemicalsWhy every service company needs a chemical price listPhosphate-removal products and avoiding unnecessary cleanupThe danger of quoting a green-pool recovery without testing the waterAsking for complete equipment photos before diagnosing remotelyUsed filters, questionable installations, and inherited equipment problemsWhy sometimes the correct professional answer is “no”Cyber liability versus general liability insurancePayment diversion, customer impersonation, and ransomwareProtecting stored customer and payment informationWhy real-world field input matters during product developmentDigital service records, before-and-after photos, and proof of serviceManaging sanitizer demand and automation in a small commercial spaHow water temperature can affect reactions and test results
The takeaway: stop guessing for free. Ask better questions, document everything, charge for the work being performed, and walk away when someone expects you to guarantee results without allowing you to correct the actual problem.
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