Winning Over Commercial Clients  

Not all heroes wear capes; some come armed with chlorine and a toolbox.

When a commercial pool needs saving after it unexpectedly fails inspection or equipment breaks hours before opening, the difference between a quick fix and a shutdown can depend on the service company maintaining it.

Keeping a commercial account — or losing one — usually hinges on the small things: the extra checks, the proactive repairs and the documentation that proves everything is running smoothly.

That attention to detail is what helps companies like Doris Taylor Pools in Phoenix, Arizona, and B&R Pools and Swim Shop in Pittsburgh, Pennsylvania, keep commercial clients satisfied year after year.

No surprises

Austin Hobson, founder of Doris Taylor Pools, says predictability is one of the most important things for commercial clients.

“Even if things break, if I find it, I fix it; for most of our clients, we don’t even ask,” he says. “We just fix it because it needs to be done.”

For many commercial clients, the biggest concern isn’t necessarily avoiding repairs — it’s avoiding closures.

“A lot of these properties have inspections all the time,” Hobson says. “If anything is broken or not working, then they can shut down the pool. That’s going to be a lot of money lost.”

To avoid those surprises, Hobson evaluates all equipment during onboarding and provides clients with an estimated timeline for when components may need replacement.

He also prepares them for future price increases.

“If I gave them a price of $1,000 five years ago, they’re going to anticipate it’s going to be more,” Hobson says. “So, when I send them the [increased] quote, they’re not surprised.”

Many property managers, says Mike Bonavita, owner of B&R Pools and Swim Shop, focus primarily on how the pool looks rather than the equipment that keeps it running.

“We observe the entire facility,” Bonavita says. “And one of my guys will come back and say, ‘Look, this facility really should think about replacing the entire system.’ ”

Documentation matters

Clear communication and documentation can also make a major difference in maintaining commercial relationships.

Hobson’s team documents repairs with photos and notes in their CRM system, then shares those updates with clients along with routine service reports.

“The more information that we give them, the better they feel,” Hobson says.

That documentation also helps commercial properties stay prepared for inspections.

“They know everything is inspection-ready basically every single day,” Hobson says. Bonavita says documentation is equally important for his clients in Pennsylvania, particularly when it comes to regulatory compliance.

Commercial pools must keep detailed records of water testing, including bacteria and E. coli testing.

“A customer can log into our website and pull down the reports for the entire year if they wanted to,” Bonavita says.

Those reports make it easy for property managers to prove they are meeting state requirements during inspections.

Catching problems early

Preventing larger problems often involves spotting small issues early.

Commercial pools rely on many interconnected systems, and minor issues can quickly escalate if ignored.

“Once the chemistry is off, it’s really hard to get it back,” Hobson says.

Even seemingly small equipment issues can create bigger complications.

“Everything matters,” Hobson says. “[Whether] it’s a skimmer door or an O-ring that’s dripping, … if you don’t fix it, the issues compound.”

Bonavita agrees that small repairs can often prevent expensive equipment failures. For example, replacing a relatively inexpensive pump seal can prevent damage to a much more costly motor.

But there is a clear line between minor repairs and major replacements.

“If a piece of equipment needs to be replaced, then you’ve got to get approval,” Bonavita says. “It’s one thing to repair; it’s a whole different thing to install a new motor.”

Large organizations, including hospitals and national gym chains, often require purchase orders before any additional work.

Going the extra mile

Sometimes, the extra value commercial clients notice comes from small services that make their jobs easier.

For properties without on-site maintenance staff, Hobson’s team may handle additional tasks such as spraying down the pool deck or helping with minor cleanup.

“If they want us to do it, we’ll do it,” he says. 

He also checks in with clients through a brief quarterly survey.

“People don’t want to complain about something that seems stupid,” Hobson says. “But when we ask, that’s when they tell us.”

For Bonavita, going above and beyond often means helping clients navigate safety and regulatory requirements.

Homeowners’ associations, for example, may rely on their service company to identify missing safety equipment or other compliance issues before inspections occur.

“They have a company manage the facility for them,” Bonavita says. “Going above and beyond is making sure that they’re aware that everything is in compliance, and they have whatever they need.”

Failing an inspection can lead to fines or temporary closures, making compliance guidance a valuable service.

A true ‘hero’ moment

Occasionally, service companies step in and solve a major problem at exactly the right moment.

Last year, one of Bonavita’s municipal pool clients had to shut down because the liquid chlorine tank used for bulk storage no longer met regulations.

His team quickly installed a calcium hypochlorite feeder so the pool could continue operating.

The quick solution not only kept the facility operating but also “led to a better relationship with that particular client,” Bonavita says.

Moments like that — when service providers prevent shutdowns, solve problems quickly and keep facilities running — are often what turn routine contracts into long-term partnerships.