Whether you're running a retail store, building pools, servicing clients, or managing distribution — there’s a good chance you’re not talking to your reps enough. Or at least not about the right things.
Too often, reps get reduced to the folks who drop off samples or check in with a new brochure. But the pool and spa professionals who grow the fastest are the ones who treat reps like strategic partners. Because when you ask the right questions, reps can bring you insights, support, and opportunities that move your business forward.
This isn’t about making more time for small talk. It’s about knowing what to ask — and who to ask it to — so you can get better results, faster.
KNOW WHO YOU’RE TALKING TO: THE TYPES OF REPS
There are generally two types of reps in the pool and spa industry:
- Factory Reps: These reps work directly for a single manufacturer. They know their product line inside and out and often have access to internal promotions, technical support, and long-term brand strategy.
- Multi-Line Reps (Rep Firms): These reps carry several product lines across categories. They tend to have broader market visibility and understand how different brands and products fit together in the real world.
Both can be valuable in different ways — and the best pros tap into both. But only if they’re asking the right questions.
FIVE CONVERSATIONS EVERY POOL PRO SHOULD BE HAVING WITH THEIR REPS
1. “WHAT’S NEW, AND WHAT’S WORKING?”
You don’t need to bring in every new product — but you do need to stay informed. Reps are your shortcut to what’s trending, what’s taking off in other markets, and what might flop. Ask what’s moving in your region, and which products are new and actually working — not just what’s on the promo sheet.
This is also a great time to ask: “What new product should I be watching, and why?” Reps can flag which innovations are about to take off and explain what makes them worth your attention.
2. “WHAT ARE OTHERS IN THE INDUSTRY DOING THAT WORKS?”
You don’t have time to walk dozens of stores, jobsites, or showrooms — but your reps do. They see the standout displays, clever promos, bundling ideas, and efficient workflows. Don’t be afraid to ask what they’ve seen working elsewhere.
Take it further by asking: “What products are other pros pairing together?” Maybe there’s an autofill and automatic safety cover combo trending in your region or an all-in-one spa kit that keeps selling. Use this question to unlock packaging ideas that increase average ticket value.
3. “HOW CAN YOU HELP ME TRAIN MY TEAM OR EDUCATE MY CUSTOMERS?”
Whether it’s retail staff, service techs, or salespeople, reps can help bridge the knowledge gap. Even a 15-minute training session can boost confidence and close more sales. Some reps can also help with customer education tools, from signage to digital resources.
And if you want to know what’s missing from your offering, ask: “Is there something I’m not stocking that I should be?” Reps can point out high-demand items you might’ve overlooked — and explain the “why” behind the suggestion.
4. “WHAT SALES OR MARKETING SUPPORT IS AVAILABLE RIGHT NOW FOR DIFFERENT PRODUCTS?”
You might be leaving value on the table without even knowing it. Many manufacturers offer co-op marketing funds, in-store signage, digital content, rebates, SPIFFs, display programs, and more. Your reps can guide you through what’s available and how to use it effectively.
This is one of the easiest questions to ask and one of the most rewarding.
5. “CAN YOU WALK MY STORE/ JOBSITE/PROCESS WITH ME?”
Sometimes you’re too close to your business to see what’s missing. A walkthrough with your rep can highlight untapped opportunities, missed upsells, or layout changes that could drive more sales. Reps bring fresh eyes — and often fresh ideas.
It’s the perfect time to ask: “If this were your store/truck/showroom, what would you change first?” The answer might be a simple fix that makes a major impact.
WHAT REPS WISH MORE POOL PROS WOULD ASK
While the usual questions help move product and solve problems, there’s a whole other level of conversation that most pool pros never get to — but reps wish they would. These are the questions that open the door to strategic thinking, bigger wins, and long-term growth:
- “What product are you most excited about right now — and why?” This question invites your rep to share passion, not just a pitch. You’ll often hear about upcoming trends or innovations before they hit the mainstream.
- “What complaints are you hearing in the field — and how are people solving them?” Reps are sponges for feedback. Tapping into what’s not working elsewhere helps you dodge future headaches.
- “What would you double down on if you were me?” Whether it’s a product line, a category, or a display — this question gets reps thinking like an owner. The answers might surprise you.
- “Could we co-host something together?” Whether it’s a small event, training, or local dealer demo, reps can often bring resources and help make it happen.
- “What should I be asking that I’m not?” This is the golden question. It invites reps to go off-script and share the kind of real-world insight that can be transformative.
TROUBLESHOOTING WITH YOUR REPS
Sometimes the best use of your rep isn’t to buy something — it’s to solve something.
Reps are often the first to hear about recurring product issues across jobsites, service routes, or retail counters. That means they can help you:
- Spot patterns across installs or service calls
- Share field-tested fixes and workarounds
- Escalate issues and get answers faster than a standard support ticket
Here are a few examples of when looping in your rep can save you time and frustration:
“This pump keeps tripping the breaker.” → Your rep may already know the root cause and how to fix it.
“Customers keep returning this product.” → They can relay that feedback and recommend something that performs better.
“This part is always out of stock.” → A good rep will help you find a reliable substitute or a better way to stock up ahead of demand.
Reps aren’t just for helping you stay stocked in the products right for your business. They’re your on-the-ground resource for avoiding repeat issues and staying a step ahead — especially when the busy season hits and every hour counts.
WHY THESE CONVERSATIONS MATTER MORE THAN EVER
- Consumer habits are shifting: DIYers, online researchers, and new pool owners want informed recommendations, not guesswork.
- Inventory costs are rising: With higher overhead, you need smarter ordering and better ROI per SKU.
- Staff turnover is high: Consistent training support from reps isn’t optional — it’s essential.
- Time is tight: If you want to grow without burning out, you need to use every resource at your disposal. Reps are a free, often underutilized one.
The pool professionals who succeed today are the ones who don’t just work harder — they ask better questions and build smarter relationships.
HOW TO START: MAKE THE CALL
Don’t wait for reps to randomly pop in. Be proactive. Reach out and schedule a time — even if it’s just a quarterly call, a seasonal planning meeting, or a store walkthrough.
And don’t just talk to one. Every rep sees a different side of the industry. Talk to your factory reps. Talk to your multi-line reps. Talk to them all.
Because the smartest pros aren’t the ones with the most experience — they’re the ones who keep learning.
PREP LIKE A PRO: HOW TO MAKE THE MOST OF A REP MEETING
Want better answers? Come to the conversation with clarity. Here’s a quick checklist to help you prep:
- Know your goals for the next 30 to 90 days. Is it to move more product? Train your team? Reduce callbacks?
- Bring your top two to three challenges. Reps can’t help with what they don’t know.
- Have product feedback ready. What’s working? What’s not? What do customers keep asking for?
- Loop in your team. Ask staff if there’s anything they need clarification or training on.
- Keep notes. Even one actionable takeaway from each rep meeting can make a difference over the season.
You don’t need to over-prepare — but showing up with a plan leads to way more productive results.
YOU DON’T KNOW WHERE TO START
If you’re not sure who your reps are — or if it’s been a while since you connected — don’t worry. It’s easier than you think to track them down:
- Ask Your Distributor: Most local branches keep a list of reps they work with regularly. Ask your sales contact for introductions.
- Look on Manufacturer Websites: Many manufacturers have “Find Your Rep” tools or regional contact maps. Just search the brand name + “rep locator.”
- Reach Out to Industry Associations: Groups like PHTA, IPSSA, or local chapters often know who’s covering your area.
- Visit The Grit Game blog for a full list of pool and spa manufacturer rep firms organized by region.
It’s not about chasing down every name — it’s about starting a few quality conversations. And once you do, those reps can introduce you to others you should also know.
FINAL THOUGHT: IN THIS BUSINESS, RELATIONSHIPS STILL WIN
In a high-touch, relationship-driven industry like ours, your network is one of your greatest assets. Reps aren’t just vendors, and they are certainly not just sales personnel. A good rep is a part of your extended team. They are here to make sure that you win and are as successful as possible.
But they can’t help if you don’t ask. And once you start asking, you might be surprised by how much they can deliver.
This article first appeared in the July 2025 issue of AQUA Magazine — the top resource for retailers, builders and service pros in the pool and spa industry. Subscriptions to the print magazine are free to all industry professionals. Click here to subscribe.
