Customer Advocacy: Public Service Announcement’s

Uncovering the Pool Industry’s Hidden Challenges

In the dynamic world of swimming pools and leisure, a growing concern has emerged, casting a shadow on public safety—the elusive practice known as “Splash and Dash.” This practice has captured the attention of certified pool operators, sparking profound questions about the industry’s ethical compass and its potential prioritization of profit margins over the well-being of its customers. As we embark on an exploration of these concerns, we aim to delve deeper into the nuances of pool safety and the challenging working conditions faced by technicians. Drawing on both personal experiences and statistics derived from the authoritative Pool and Spa Operator Handbook, a guide widely employed by Certified Pool Operators, we intend to offer not just an exposé but a comprehensive understanding of the issues at hand. Additionally, we’ll be offering a sneak peek into these concerns through an upcoming minidocumentary, providing an immersive visual journey into the unfiltered realities of the pool industry.

The Ethical Quandary of “Splash and Dash” and Pool Safety

“Splash and Dash” is not merely a catchy phrase but rather a significant trend within the pool industry where some companies compromise on essential pool maintenance. This not only raises concerns about customer satisfaction but, more importantly, puts public safety at risk. This practice involves technicians using minimal chemicals and exerting minimal effort to balance and clean pools adequately. As a Certified Pool Operator, a disconcerting observation has been the inadequate use of chlorine—a fundamental element emphasized in the Pool and Spa Operator Handbook. The ramifications are alarming, especially in cases where pools are left improperly serviced for extended periods, resulting in the depletion of chlorine levels to zero. Factors such as dog hair, the presence of phosphates from decomposing plant debris, or chlorine evaporation due to extreme heat can lead to critical situations where, according to guidelines, a pool should receive around three to four jugs of chlorine. Shockingly, some companies advocate for using just one jug, amounting to a mere 2.5 gallons instead of the necessary 10 gallons. The consequences of insufficient chlorine use are underscored by the Pool and Spa Handbook, which reveals that approximately one-quarter of disease outbreaks are linked to this issue, leaving swimmers vulnerable. Additionally, companies are cutting corners on other essential services like “shocking” or superchlorinating pools. This practice, when not done properly, leads to persistent algae recurrence, resulting in multiple attempts to resolve the issue. The flawed, dishonest, and unsafe nature of this system is not just a concern—it’s a call to action.

The Impact of Inadequate Disinfectants

To emphasize the gravity of the situation, let’s turn to data derived from pool inspections in 16 state and local agencies in 2013. These inspections uncovered over 66,000 violations, leading to pool closures, with a staggering 8,000 closures attributed to insufficient disinfectants. This deficiency exposes swimmers to Recreational Water Illnesses (RWIs), a group of diseases caused by various pathogens present in contaminated recreational waters. These illnesses encompass a spectrum of health issues resulting from exposure to water tainted with fecal matter, urine, and other bodily fluids, along with infectious agents such as bacteria, viruses, and parasites. RWIs can manifest as gastrointestinal problems, skin issues, respiratory infections, and ear infections, with some specifically linked to fecal contaminants, including Protozoa, Cryptosporidium, viruses, and Hepatitis A. While some illnesses, like swimmer’s ear, athlete’s foot, and plantar warts, aren’t feces-related, the primary recommendations for swimmers to maintain pool cleanliness involve thorough pre-swim showers and refraining from using the pool as a substitute for restrooms. Customers can also contribute by keeping pets out of the pool and ensuring pools are free from plant matter. However, these practices are futile if pool companies neglect proper chemical balance and disinfectants. When these critical elements are disregarded, pools become unsafe environments, and the potential for widespread health issues escalates.

The Challenge of Excessive Workloads

Beyond the chemical intricacies lies the challenge faced by pool technicians—a demanding workload that often borders on the excessive. The average pool technician is assigned the monumental task of managing 75-80 pools per week, with certain companies ambitiously aiming to increase this number to a staggering 100 pools weekly. Drawing from personal experiences, it becomes evident that servicing more than 50-60 pools a week compromises the ability to uphold proper ethical practices and engage meaningfully with customers. In a mere 15 minutes allocated per pool, technicians are not only expected to perform necessary services but also navigate the unloading and reloading of equipment. The Skimmer App, a tool utilized by pool companies to manage routes, reinforces the time constraints, highlighting the need for a closer look at the industry’s service expectations. Technicians who refuse to compromise on the quality of their work often find themselves falling significantly behind schedule—20, 30, or even 50 minutes “behind.” The Pool and Spa Operator Handbook offers guidelines and best practices for pool maintenance, emphasizing the importance of regular inspections and adequate chemical treatments. Addressing this challenge necessitates a careful reconsideration of the number of pools assigned to technicians to ensure the safety and satisfaction of customers. Furthermore, the lack of customer education adds to the predicament. Many customers mistakenly believe that a once-a-week service is sufficient to keep pools up to code, overlooking the need for regular attention to pool surfaces, chemical balance checks, and filter inspections. This oversight is particularly significant for clients with pets that swim or consistent high phosphate readings. Individuals struggling to manage these tasks or lacking the time should consider opting for twice-weekly pool services by a technician. Pools with low usage, no pets, and minimal plant debris may be suitable for once-a-week service. In essence, pool maintenance and safety should be a collaborative effort, requiring teamwork between the customer and the pool technician.

The Physical Toll on Pool Techs

Behind the scenes of pristine pools lies the often-overlooked physical toll on pool technicians. Working under the relentless sun, handling heavy equipment, and dealing with chemicals and cleaning agents exacts a toll on the technicians’ physical well-being. The resulting discomfort extends to health issues, including swollen hands, persistent arm and back pain that doesn’t subside over weekends, sunstroke or heat exhaustion, and inadequate time for essential lunch breaks needed to stay energized. Adding to these challenges is the growing trend of technicians being asked to go above and beyond their designated services, especially when customers are only paying for a “basic” membership. Basic packages typically include tasks such as scrubbing walls, skimming and debris removal, filter inspection, water circulation checks, chemical balancing, and emptying the skimmer basket. However, customers often expect premium services not included in these basic packages, such as shocking or superchlorination, advanced chemical treatments, equipment inspection and repair, pool vacuuming, and tile and grout maintenance. This imbalance between customer expectations and the services offered contributes to dissatisfaction among technicians, further straining their physical and mental well-being. While some pool service providers are exploring ways to improve working conditions and offer more support and financial compensation to their technicians, many others are opting to shortchange their technicians to boost their bottom line—a concerning trend that warrants attention.

Dark Side of Pricing Strategies

Pricing strategies adopted by pool service companies, many of which are family-owned, introduce yet another layer of complexity. These strategies can significantly impact the quality of service and, subsequently, customer satisfaction. Two prevalent strategies have surfaced—one charges premium prices but falls short on providing the care customers expect, while the other charges minimum fees, promising comprehensive services but failing to deliver on those promises. Both types share a troubling commonality: they underpay pool technicians, the very backbone of their operations. While variations in pricing and services are inherent in the pool industry, customers must be well-informed about the services they can expect from their chosen pool service provider. Transparency in pricing and services is key to ensuring customers receive the level of care they deserve. It’s imperative to recognize that quality service often comes at a reasonable cost, and a focus solely on competitive pricing can lead to compromises in labor and chemical usage, ultimately impacting the overall quality of service.

A Call for Ethical Practices

In the rapidly evolving landscape of the pool industry, a resounding call emerges—a call for ethical practices, transparency, and an unwavering commitment to safety. This call is not merely an idealistic aspiration but a pragmatic necessity. Ethical pool service providers are those who uphold integrity when faced with tempting shortcuts, prioritizing the well-being of their customers, technicians, and the community at large. Their commitment to industry standards, consistent and reliable service, and transparent communication regarding offerings and pricing cultivates trust and credibility, laying a solid foundation for the industry’s future. Transparency plays a pivotal role in reducing potential misunderstandings and fostering trust between providers and customers. Moreover, the industry’s unwavering focus on safety is not just a moral obligation but a practical necessity, ensuring that pools are consistently well-maintained, free from contaminants, and safe havens for swimmers. Ultimately, ethical practices benefit not only customers but also technicians and the industry as a whole, elevating its credibility and ensuring its enduring success. By embracing ethics, transparency, and a dedicated commitment to safety, the pool industry can navigate its challenges and emerge as a shining example of responsibility and integrity in an ever-changing world.

Be Proactive: Maintaining Your Pool’s Excellence

For those invested in the well-being of their pools, being proactive is imperative to ensure high-quality service and an environment that fosters safety and enjoyment. Here are steps to guarantee that the excellence of your pool is maintained:

1. Vigilant Visual Inspections: Regularly inspect your pool’s condition and water quality. Be proactive in spotting potential issues before they escalate.

2. Informed Communication with Service Providers: Engage in open communication with your pool service provider. Ask detailed questions about the specific services they conduct during each visit to ensure a comprehensive understanding of their work. Ask service providers what the pool tech’s weekly load is, anything above 65 is a red flag. Go one step further and ask your tech the same question, often tech’s will be more open and upfront of their workload.

3. Review Service Agreements: Thoroughly review your service agreement or contract. Understand the scope of the services included in your chosen service package to avoid any misunderstandings.

4. Access to Documentation: Request access to documentation created during each service visit. This information provides valuable insights into the services performed, chemical levels, and any issues encountered.

5. Open Communication: Maintain open communication with your service provider. Clearly communicate your expectations and concerns, fostering a collaborative relationship.

6. Periodic Independent Pool Inspections: Consider arranging for independent pool inspections periodically. This objective assessment provides valuable insights into your pool’s maintenance and water quality.

7. Customer Education: Educate yourself about the basics of pool maintenance and chemistry. This knowledge empowers you to make informed decisions and hold your service provider accountable.

8. Pricing Considerations: Recognize that quality service often comes at a reasonable cost. Be cautious of providers offering “competitive” pricing, as this may involve compromises in labor and chemical usage.

9. Invest in Pool Water Test Kits: For an added layer of assurance regarding chemical balance and water quality, consider investing in pool water test kits. Periodic checks allow you to monitor these levels independently.

10. Verify Licensing and Certification: Ensure that your pool service provider and their technicians are properly licensed and certified. Certified pool operators are more likely to adhere to industry standards.

11. Research Provider Reputation: Conduct thorough research into your provider’s reputation. Seek referrals from friends and neighbors, and read online reviews to gauge customer satisfaction.

12. Trust Your Instincts: If you ever have concerns or suspicions about rushed services, trust your instincts and address the issue through open and honest communication. Hire an independent pool service provider to provide a surprise inspection on your pool the day after servicing (especially after algae overgrowth treatment).  This can help find some shocking findings.

Remember, maintaining a pool in top shape requires a partnership between pool owners and service providers. By actively implementing these steps, you can be confident that your pool technician is providing the top-notch service your pool deserves, safeguarding ethics and cleanliness.

Conclusion

While the challenges within the pool industry are complex and multifaceted, it is crucial to address them through open and informed discussions. Customers should be proactive in seeking reputable pool service providers, and pool technicians should align themselves with employers prioritizing safety and well-being. The industry, as a whole, must champion ethical practices to ensure that pools remain a source of enjoyment and relaxation for everyone while maintaining the highest standards of safety.

Remember, maintaining a pool in top shape requires a partnership between pool owners and service providers. By following the detailed steps outlined in this comprehensive exploration, individuals can actively contribute to the well-being of their pool, ensuring it remains a safe and pristine environment for enjoyment. Together, a collective effort can be made to make a splash for all the right reasons in the pool industry.