Franchise Forward: How Two Pool Pros Found Their Calling

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In Boise, Matt Hollis expanded from five to 50 weekly spa service visits — and even launched a short-term hot tub rental program for property managers.
In Boise, Matt Hollis expanded from five to 50 weekly spa service visits — and even launched a short-term hot tub rental program for property managers.
Photo courtesy Pool Scouts of Boise

From garage startup to 22 service vehicles: Tiffiny Consoli proves what's possible with passion and a strong service mindset.From garage startup to 22 service vehicles: Tiffiny Consoli proves what's possible with passion and a strong service mindset.Photo courtesy Pool Scouts of Greater Triangle

Once upon a time, Matt Hollis worked in the corporate restaurant business and Tiffiny Consoli managed a retail store for a large outdoor recreation chain. Today, both are among a new breed of pool and spa professionals who rely on creative ways to run service companies.

Both Hollis and Consoli were forced to rethink traditional business models while initially operating with minimal staff and thin budgets. But the payoff, at least for them, was worth the risk.

“In retail, I was running a store with employees, inventory and a budget, and all those skills were very transferable to this business,” says Consoli, who actually joined the pool and spa industry as the first Pool Scouts franchisee, with Pool Scouts of Greater Triangle in Raleigh, N.C., opening in 2016 and operating out of Consoli’s home and garage for about four years. “I am really passionate about service, so a service company was the perfect match for me.”

Today, the business is run from a 2,500-square-foot space that accommodates both a warehouse and an office, with a fleet of 22 vehicles. The company retains about 20 pool techs year-round with guaranteed hours and about 30 techs at the height of pool season. It also has diversified in recent years by adding vinyl liner and pool cover installations.

Customer service is a big deal for Hollis, too. “With the level of service that I learned in the hospitality business — waiting tables, managing a restaurant — I wanted to treat my pool customers the same way. Not have them be just a backyard I go into. I personally text  my customers and say, ‘Hey, how’s everything going?’” says Hollis, who grew up in Southern California’s pool culture. “Another thing about coming from a corporate restaurant background is that I had a lot of support behind me, and that’s what I really love about franchising. We have the ability to reach out to other franchisees, talk and bounce ideas off of each other.”

Hollis, who also works under the Pool Scouts banner, but on the other side of the country in Boise, still operates out 

of his home with three service vehicles parked in the driveway and on the street, but plans call for eventually moving to
a larger location. This summer, he’s hoping to have eight to 10 full- and part- time employees; staff members show up every day at his home for a pre-shift meeting. Boise is a popular place for spas, and that side of the business has expanded from five initial weekly service appointments to about 50. It also now offers short-term hot tub rentals to property management companies.

They might have taken less conventional routes to the pool profession than some of their peers. But from creating operational strategies to developing relationships with local pool pros to placing a high value on customer and employee satisfaction, both Hollis and Consoli believe others can learn from their stories.

By adding vinyl liner and pool cover installations, Pool Scouts of Greater Triangle extends service offerings — and keeps crews working year-round.By adding vinyl liner and pool cover installations, Pool Scouts of Greater Triangle extends service offerings — and keeps crews working year-round.Photos courtesy Pool Scouts of Greater Triangle

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‘LIKE DRINKING FROM A FIRE HOSE’

As new service companies, Hollis and Consoli had to build their businesses from the ground up.

“One of the first things I focused on was getting out and meeting as many people in the industry as I could,” Consoli says. “Not only understanding who my partners and distributors were, but knocking on doors at pool builders, walking in, figuring out who provides their own maintenance and who doesn’t, who might need a partner for that. For the ones that were doing their own maintenance, I didn’t try to step on
any toes but just really learn who they were. That way, if I ever needed to refer someone to a pool builder, I would know them personally.”

Those early years were “like drinking from a fire hose,” she adds, learning everything from how to prime a pump to the best ways to fix a green pool.

“Here’s a funny story,” Hollis offers. “Last year, I had a customer who called and wanted me to come over and service his pool. I did that for a couple months, and took great care of him. He called me back and said, ‘Hey, I just want to let you know I’m a pool builder. I didn’t tell you that up front, because I wanted to see how you did. I wanted to see what you’re capable of.’ Then he said, ‘I’ve got three more pools that I need you to take over. He was secretly shopping me, and now I clean six of his pools — including the one in his backyard.”

Rain, snow, or scorching sun — the fleet rolls out year-round, helping techs stay busy even in the off-season.Rain, snow, or scorching sun — the fleet rolls out year-round, helping techs stay busy even in the off-season.Photo courtesy Pool Scouts of Boise

LABOR

Hollis and Consoli both understood from the start that in order to succeed — especially during the offseason in colder markets — they must be smart about attracting and retaining solid employees — and that means keeping them busy during the winter months.

“The thought behind doing that was so when we get to spring, we have our best and most experienced technicians ready to roll,” Consoli says. “Early on, I started realizing that I’m going to be better off if I make some investments in the winter to keep some really great technicians around.”

The business kept 16 technicians around this past winter, closing about 450 pools while keeping approximately 300 more pools open.

“We weren’t busy enough to give everybody 40-hour weeks, but we rolled out a winter pay program that got them at least 32 hours,” she continues. “And then, if there was any extra work we could throw their way, we certainly would. But at least they knew they had those 32 hours they could count on. And we even closed on Mondays in January and February and consolidated their workweek to Tuesday through Friday, allowing them an extra day off, to save on gas coming to work and maybe pick up some extra work if they wanted.”

From day one, Consoli created a work environment conducive to employees. “We know that we’re not going to deliver great service if our employees aren’t happy doing their job,” she says. “I wanted to create
a culture very early on of honesty, integrity, being curious — all those things are so important to being a successful business. And that started, for me, by doing daily huddles when I only had one or two employees. We still do daily huddles, even in winter, and that allows us to stay connected.”

Because his menu of services includes spas, Hollis has been able to maintain at least some of his employees during the winter, too, most of whom work part-time and then return to full-time status when business picks up again. That’s a big switch from when he ran routes on his own, opening and closing pools and providing other services six days a week for about the first two years.

This past winter, Hollis’ company turned a profit for the first time during the offseason — a milestone he doesn’t take for granted.

“It took time to get there, and I have to rely on my spring, summer and fall business to carry me through the winter,” he says. “But I think there’s still an opportunity out here to service pools, to keep them in better shape for when we open them in the spring. I’m trying to figure out how to provide a winter service where we’re checking on equipment, checking on covers, cleaning some of those covers of debris and water. Maybe putting some chemicals into the pool. I haven’t perfected that yet, but I think there’s definitely an opportunity in seasonal markets to provide some type of winter service.”

The opportunity to develop such innovative approaches is the exciting part that still drives both Hollis and Consoli — fueling their success.

“When I started out, I needed to learn, and I’m still learning every day,” Hollis says. “But I feel pretty good about what we’re offering our customers — and how we’re helping them enjoy their pools, year-round.”

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. 

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