I recently had an adventure that got me thinking about a challenge many of us in the pool service industry face. My wife and I traveled to Ecuador and ventured to the Galapagos Islands. There, I found myself on an inflatable excursion, sporting a Quint’s Shark Fishing t-shirt, with the JAWS theme ratcheting in my head as I prepared to snorkel in shark-infested waters.
Down below were Galapagos Hammerheads and reef sharks galore! It took a minute and a lot of deep, calming breaths to get my legs and torso in the water and even longer to pry me off the side of the raft — I looked like that ‘Hang in there!’ cat on the screen meme. But once in the water, my fears faded, and I enjoyed the beauty of the underwater world. A curious sea lion swam alongside occasionally, which I took as an indication of safety despite the uncertainty. This year, I plan to head out into the ocean off Cape Town and try shark cage diving with their giant great whites.
Why snorkel with sharks? Well, I believe in tackling my fears head-on. I suffer horribly from thalassophobia, the fear of what’s in the water when you can’t see the bottom (God forbid I fall in at a green-to-clean). So I’m starting with the scariest thing down there, the sharks. If I can get comfortable with them, I think I can beat my fear.
So, if I can face the razor sharp teeth of a shark, why do I back down when confronted with new business software? Because I’m even more terrified of new business software!
So I plod along, running my company with an Excel sheet. But sometimes, I wonder if sticking to the old ways is costing me money. Am I really keeping up? Is it wise to avoid all the hassle? Or am I actually being left behind, crippled by my technophobia. (FYI: Technophobia is a fear of technology, not a fear of The Human League or Gary Numan.)
RAISE YOUR HAND
I know I’m not alone in this. Come on, raise your hands out there if you tremble at the download of new business software! I see you there in Wichita… in Jackson… A lot of old-timers in the pool service industry resist new technology. I joke (or do I?) that if it weren’t for the demands of running a business, I’d be just fine with a landline. Thank goodness flip phones are making a comeback.
Adopting new tech feels like a double-edged sword. Some computer whiz promises streamlined operations, better customer management, and data-driven decision-making. That’s great, but the other edge of the blade is everything you’ve got to invest in learning it. Fumbling along with new software is frustrating and sometimes embarrassing. Plus, I must admit, I’m a little leery about jeopardizing the security of my customer’s data by handing it over to an app.
The daunting part is all the time and especially energy it takes to learn and implement new software company-wide. I got things to do! And the temporary chaos new software brings will impact our systems and, inevitably, customers, as we trial and error our way through a new way of doing things.
BUT they tell me it’s worth it. And I know they’re probably right. And you can’t just let your computer systems age — they’re not red wine! They’re the opposite of wine.
And then I think: Comprehensive, accessible training can help get us across the desert to the land of milk and honey and efficiency waiting on the other side. Yes! And the first step is to envision that land — to see it in your dreams.
Folks I know who have adopted pool service software often discuss its benefits, from improved efficiency to better customer management. And ultimately, all those benefits end up making you more money. That’s what I want.
Because above all, if we’re going to take this on, we need to see the reason why right up front.
“I worked in the coal mining industry for over 20 years. We didn’t use computers. When I started pools, I learned to maintain pools and repair pools. We didn’t use computers. Then, I started building pools, had a store, and everyone had a computer in the office, but I was outside working and did not use computers. Now, I’ve gotten older and cut back to mostly maintaining pools, some repairs, and plumbing a new pool about once or twice a year. I never learned. I can get on the internet and send an email, but my knowledge is very little. I don’t know enough about them to trust them.” —Nix Pools, Gulf Shores, Ala.
THE WAY
Training must be the answer. Good training and support can make the leap to new software feel less like diving into shark-infested waters, so look for companies that seem to understand the problems of the software averse. Companies that genuinely care about their clients, especially those less comfortable with technology, and with support teams available via text, call or email.
We need video tutorials, in-app help, pre-entered income items, and a user-friendly interface to help companies set up accounts, import or input customers, and start billing and servicing customers on the same day. And real-world examples showing how this software can make our work smoother and more rewarding. We need easy-to-follow video tutorials we can watch at our own pace. Even one-on-one coaching should be available if needed.
Plus, something that handles all record-keeping and eliminates human errors by handling all the math and dosage calculations, making pool maintenance both faster and safer.
We need something that brings the field, the office, and the customer together on the same page, creating a referenceable service history with dosages, readings, and photos. Something that can help cover your rear when it needs covering, and holds team members accountable.
“My wife is more hard headed and stubborn than me. I suck at computer stuff and paperwork. I would love to see a way for her to do it easier. But she hates computers, so everything we do is a hard copy.” —John Poma, Lakeland, Fla.
DANGEROUS WATERS
As someone who quails at the thought of diving into swirling software waters, full of error messages and worse — the dreaded black screen of death — I know how hard it is to jump. It really is something of a generational thing. Sticking to traditional methods feels like home for those who’ve been in the pool business for decades.
Our resistance to new software isn’t just a simple “no thanks” – it’s a mix of many factors, primarily rooted in our past. When we were kids, the closest thing to high tech was Asteroids. Even then, that was a giant leap from pinball. We got our first taste of computers with those big IBM desktops running DOS in school, but let’s be honest, our time with them was limited. And we never developed that comfort level that you see in the younger, tech-savvy crowd.
So we don’t have that advantage, but we do have our famous determination and grit. That’s all we need.
Just know it’s worth it in the end. Imagine getting a call about a pool issue on a Saturday. Typically, without data, you’d have to drive 30 minutes just to gather basic information before giving a quote. But with immediate access to this data, you’d save time and money.
We should dive into this the way we know best — head first and determined.
This article first appeared in the August 2024 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.
