Aquatic Leader Magazine Summer 2015 by American Pool Enterprises, Inc.

SPOTLIGHTS

Inside the ISPSC, Q&A with Kristine Kimbrel, Our Companies & Reflections

Why A Good Lifeguard Never Gets Wet P. 12

American Leisure Your Well-Being P. 14

Did You Know These Celebrities Were Once Lifeguards? P. 22

CRACKING THE CODE What The Model Aquatic Health Code Means For Your Pool P. 6

2 Aquatic Leader Magazine SUMMER 2015

FEATURES

Cracking The Code By James Darke Abiding by certain safety requirements may not be the first thing you think of when you consider summer fun, but rules are put into effect for good reason.

Why A Good Lifeguard Never Gets Wet By Scott Small There’s a saying in the lifeguard business — “A good lifeguard never gets wet.” How is that possible, considering that lifeguards spend entire days around giant pools of water?

American Leisure By Tom Johnston Whether in a condominium or rental building, the vast amenity offerings for the residents by American Leisure is like having a resort in their home.

Did You Know These Celebrities Were Once Lifeguards? By Micah Kleid We bet you never knew these 10 celebrities were lifeguards before they were famous.

CONTENT

Message from Mitch

Cracking The Code

Why A Good Lifeguard Never Gets Wet

American Leisure

United Work & Travel offers international students the opportunity to live and work in

Inside the ISPSC

Did You Know These Celebrities Were Once Lifeguards?

Q&A with Kristine Kimbrel

Our Companies

the United States on a cultural exchange program while making friends and gaining valuable life experiences.

1-866-IGO2USA

service@unitedworkandtravel.com

Reflections

SUMMER 2015 Aquatic Leader Magazine 3

CREATORS CEO / Mitchell Friedlander Marketing Manager / Micah Kleid Graphic Designer / Michael Boys

CONTRIBUTORS Tom Johnston Kristine Kimbrel Micah Kleid Dan Lawler Scott Small Mike Wright

Message from Mitch Knowledge Leaders

hat makes American Pool Enterprises excel in aquatic facility management? The key to the success of the organization is that all team members believe that to excel in the aquatics industry we must be Knowledge Leaders in the area we apply our trade. To that end, there is a constant push to support our customers, both internal and external, with the newest and best technology and technique to navigate any situation presented.

PUBLISHING NOTES Aquatic Leader Magazineâ&#x201E;˘ is published semi-annually by American Pool Enterprises, Inc. It can be viewed online at: www.americanpool.com/aquaticleader Please send reprint requests and letters to: Aquatic Leader Magazine American Pool Enterprises, Inc. 11515 Cronridge Drive, Suite Q Owings Mills, MD 21117

To do that we must be at the top of our game, always looking to learn and expand our knowledge. We invest in people development soft skills as well as industry and trade specific training. In this issue of Aquatic Leader Magazine we have focused on the Model Aquatic Health Code and items associated with managing a safe facility and you will read about what drives quality customer service from our in-house expert. Also, we have highlighted our recent acquisition, American Leisure, a company focused in Urban Luxury Residential Amenity Management.

P. 1.877.920.7665 General information about the company and its services may be found at

As we find ourselves in litigious times, having an aquatics expert as a strategic partner is critical to the success of an organization. Every consumer must align themselves with a pool professional that is licensed and current on all topics.

www.americanpool.com.

I hope you enjoy this edition of Aquatic Leader Magazine as much as we enjoyed creating it.

ADVERTISING PARTNERS Alliant Insurance Services, Inc. Hayward Commercial Pool Products

Professionally yours,

Merlin Industries, Inc. U.S. Consumer Product Safety Commission Pentair Commercial Aquatics United Work and Travel

Mitchell Friedlander Chief Executive Officer American Pool Enterprises, Inc. Family of Companies mfriedlander@americanpool.com www.americanpool.com Copyright ÂŠ 2015 American Pool Enterprises, Inc. All rights reserved. No part of this publication may be reproduced without the written consent of the publisher.

Photograph by Leah Vogely

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Cracking The Code What The Model Aquatic Health Code Means For Your Pool By James Darke

Executive Vice-President 6 Aquatic Leader Magazine SUMMER 2015

Splashing around in a pool is a classic summer activity. It's great for families and friends to be able to let loose and get active in an outdoor setting. However, with that fun and excitement comes a slew of responsibilities. Abiding by certain safety requirements may not be the ďŹ rst thing you think of when you consider summer fun, but rules, speciďŹ cally when they involve water activities, are put into effect for good reason. SUMMER 2015 Aquatic Leader Magazine 7

Cracking The Code | Feature

Each year, Americans make more than 300 million visits to swimming areas. That's 300 million reasons why a pool needs to be kept as clean and safe as possible. As a pool manager, it's your responsibility to make sure that best practices are put in place for all aspects of a swimming area, including its design, maintenance and management. The Centers for Disease Control and Prevention released its Model Aquatic Health Code (MAHC) for this exact reason. The guidelines, published in August 2014, are a set of voluntary policies and procedures on how to manage and maintain your facility. Many Aquatic Health Jurisdictions across the country

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are currently evaluating the Model Health Health Code with the intent of adopting and enforcing all, or portions of, the guidelines. When it comes to the health and safety of swimmers, following the guidelines in the MAHC can provide countless beneďŹ ts. It can reduce the risk of drowning, chemical injuries and waterborne illness outbreaks. Not to mention, it can help keep your swimming area open for all to enjoy. One in eight pools is forced to shut down as a result of failed health and safety inspections. Don't let this happen to your facility. Follow the breakdown below of some of the most important takeaways from the Model Aquatic Health Code.

DESIGN AND CONSTRUCTION Proper pool management and maintenance are crucial to a safe and clean swimming environment, but before any of that can be enforced, safety begins with a proper pool design. Consideration must be taken during this phase to set the stage for a hygienic area with limited potential for danger. The MAHC addresses some of the best construction principles and helpful installations that can reduce the risk of injury and illness:



 

Install secondary disinfection systems to remove potentially harmful organisms that are resistant to chlorine. Include slip-resistant surfaces that abide by certain codes, like the Americans with Disabilities Act (ADA) and the Occupational Safety and Health Administration (OSHA). Use depth markers and clearly state where diving is prohibited. Comply with the National Fuel Gas Code and International Mechanical Code when heating the pool and facilities.

SUMMER 2015 Aquatic Leader Magazine 9

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Cracking The Code | Feature

POLICIES AND MANAGEMENT

OPERATION AND MAINTENANCE

Even the best designs or maintenance schedules won't take the place of proper pool safety policies and management. When it comes to swimmers' safety, lifeguard duties and precautionary practices are some of the most important components of keeping people safe in and around the pool. This calls for much more than just a person monitoring those in the water.

Once a pool is open, it must go through a series of ongoing checks, the same way a car must be inspected and properly maintained. To the public, a pool may not seem like much more than a large body of water, but for a pool manager, the list of items to take note of are endless. There are electrical, lighting and ventilation considerations to make on a regular basis to ensure safety.

The MAHC outlined several key steps all pool managers should take in the management of their swimming area: • Provide pool operators with proper training to reduce pool chemical accidents and other issues. • Properly clean up bodily fluid spills on public surfaces and in the pool water. • Sanitize shared equipment, such as towels, pool toys and floats, as they can harbor bacteria even when resting in chlorinated water. • Develop plans of action for severe weather conditions, fires and more.

Here are some guidelines the MAHC outlined in this category: Check pool shell for cracks in the corners and • on the surface. Clean lights and be sure underwater appliances • are working properly. Use proper ventilation methods to keep air quality safe • for swimmers and staff. Adhere to electrical codes when installing fountains, hot • tubs, spas, bath tubs and other areas of the facility.

PROFESSIONAL POOL MANAGEMENT SERVICES Pools are meant to be fun, and that's what guests should experience when they visit your facility. However, before anyone can fully enjoy their experience, there needs to be effective safety strategies in place to ensure the environment remains good natured fun for all. That's what the MAHC is intended to provide for anyone operating and managing a commercial or residential pool.

The full breakdown of each section of the MAHC includes speciﬁc requirements that can be overwhelming for pool managers to review and implement on their own. The code lists out speciﬁc measurements of pool construction, levels of chemical use, safety processes for avoiding or managing emergencies and more. To ensure your pool abides by all of these recommendations, it can be helpful to seek pool management help from professional services. SUMMER 2015 Aquatic Leader Magazine 11

Why A Good Lifeguard Never Gets Wet | Feature

Why A Good Lifeguard Never Gets Wet By Scott Small Learning & Development Manager

here’s a saying in the lifeguard business — “A good lifeguard never gets wet.” How is that possible, considering that lifeguards spend entire days around giant pools of water? If you’re a lifeguard, “never getting wet” doesn’t mean you can’t hop in the pool to cool oﬀ during your break or after your shift. What it means is that you keep such a close watch over the pool, you lower your risk of an emergency situation that requires you to jump in. How do you make the pool a safe place to swim, lounge, and play? What steps can you take to make it less accident-prone?

Stay up to date on your training. As you probably know, you need to undergo some basic training before you can start lifeguarding. You’ll learn how to respond to emergency situations and to handle routine pool operations, and you’ll pick up strategies and techniques that allow you to effectively scan and survey the water, while fulfilling your other responsibilities as a lifeguard. In addition, lifeguard training teaches you how to recognize and respond to early distress signs, so you can spot potentially dangerous situations before they become an emergency.

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Be proactive rather than reactive. Instead of waiting for a situation to escalate to the point that you need to intervene, a good lifeguard creates a safe pool atmosphere and stays alert at all times while on duty. Yes, you’ll have to adhere to the rule of no texting or surfing the web on your smartphone while on duty! But by remaining distraction-free, you can focus on swimmers and other pool patrons — and even enjoy the fresh air and sun — all while keeping a watchful eye over the pool.

Your pool patrons know the rules. A good lifeguard is a good communicator, and talks to all swimmers (and their parents) about the pool rules. It might not sound like much fun to be the enforcer, but a friendly conversation about the dangers of running, pushing, and other types of infamous “horseplay” in and around the pool can help your patrons get the most out of their pool time. When everyone at the pool knows how to be safe, it makes your job as a lifeguard far easier and more fun, and lowers your rate of distractions.

You work well with your lifeguard team. While some pools are small enough for a single lifeguard to monitor, many pools call for multiple lifeguards to be on duty at the same time. When you work with a team of lifeguards to supervise a pool, it’s important that you communicate and collaborate with each other about work stations, breaks,

responsibilities, and concerns. For instance, you don’t want everyone on your team looking only at the deep end. Work as a team to divide and conquer, and talk through any problems that arise as soon as you can. This all sounds like serious stuff — and it is serious. But in practice, keeping the pool safe is pretty easy when you stay on top of your A game and maintain open lines of communication between you, your fellow lifeguards, and your patrons. If you do it well, you get to go home dry at the end of the day — that is, unless you decide to end your shift with a refreshing dip in the water! Ready to see if you can go the whole summer without getting wet? Apply for a lifeguard position (and training) on American Pool’s Guard for Life website, and we’ll show you how it can happen.

SUMMER 2015 Aquatic Leader Magazine 13

American Leisure Your Well-Being By Tom Johnston American Leisure COO

14 Aquatic Leader Magazine SUMMER 2015

I am excited to announce that on February 2 American Leisure was acquired by American Pool. Through this newly formed partnership, American Pool and American Leisure will each be a division of American Amenities, a newly formed, full service lifestyle amenity, design, consulting and management company operating across North America.

SUMMER SUMMER 2015 2015 Aquatic Leader Magazine 15

American Leisure | Feature

Some of you may be wondering, what’s an amenity. The Webster’s Dictionary defines “amenity” as follows:  The attractiveness and value of real estate or of a residential structure; a feature conducive to such attractiveness and value.  Something that conduces to smoothness or pleasantness of social relationships.  Something that conduces to comfort, convenience, or enjoyment. Based in New York, American Leisure currently operates over 65 residential amenity spaces in the most luxurious buildings in the city. Whether in a condominium or rental building, the vast amenity offerings for the residents is like having a resort in their home. From state-of-the art fitness centers, full service spas, theaters, golf simulators, demonstration kitchens, resident lounges, children

16 Aquatic Leader Magazine SUMMER 2015

playrooms, business centers and, of course, swimming pools, Jacuzzis, saunas and steam rooms, the long list of amenities offered are attractive and add tremendous value. The growing trend in New York and other metropolitan centers to live in an amenityrich building is in part due to our fast-paced lifestyle and ever-increasing demand for time. Exercising at a health club places greater demand on time and is intimidating and yet obesity is on the rise in our country. Technology is advancing and the hyperconnectivity has us looking at computer screens and smart phones 24/7/365. With many American’s suffering from a “Time Famine,” there is simply less time for people to take care of themselves. At American Leisure, our team of 500 associates is committed to creating healthy communities and increasing the well-being of those we serve. I created the Your WellBeing program to achieve our mission of engaging more residents and having fun.

The inspiration for Your Well-Being was the work of Dr. Martin Seligman, the father of the Positive Psychology movement. The goal of Positive Psychology is to increase the amount of “Flourishing” in your own life and on the planet by increasing positive emotion, engagement, meaning, positive relationships and accomplishment. To quote Dr. Seligman, “The people who work in Well-Being are the people with the highest well-being I have ever known."

The American Leisure Your Well-Being Program is made up of ﬁve components: Physical – the maintenance and development of a fit and healthy body. Emotional – the ability to reduce stress, find balance, achieve peace and happiness in your life. Intellectual – the cognitive skills and knowledge necessary to take personal responsibility and live the life we desire.

simple ways that you can improve Your Well-Being:

Physical – commit to walking more with a goal of achieving 10,000 steps a day. Walking doesn’t require a membership at a gym or any fancy equipment. Simply begin by taking the stairs instead of the elevator, parking your car further from the entrance to your work place, shopping mall, or grocery store. There are many great apps available to track your daily progress, like Map My Walk.

Social – the ability to engage in and nurture positive relationships. Mindful – the ability to find ways to slow down and pay attention to the present moment. There are endless possibilities to customize and personalize the individual program that works best for you and it changes over time. Today, I would like to encourage you to join me and participate in Your Well-Being and see for yourself how it works! Below are some

About the Author Tom Johnston serves as Chief Operating Oﬃcer (COO) for American Leisure. Tom is known for his thought leadership and notable achievements in the areas of amenity development and business operations. His clients gain competitive advantages and optimized service

Emotional – commit to doing an act of kindness every day. Scientist have found that doing a kindness produces the single most reliable momentary increase of any well-being exercise tested. Kindness is also contagious. Often the smallest kindness – the smiles, gestures, compliments, favors – can make your day and can even change lives.

well-being tends to be ourselves. Without even giving it much thought, we allow our short-term decisions to override what’s best for our long-term Well-Being. People with the highest level of Well-Being have a simple solution – find short term incentives that are consistent with their long-term objectives. Think of yourself as the CEO (Chief Energy Oﬃcer) of your personal Well-Being.

Social – commit to a “Digital Detox.” Technology is our biggest obstacle; take time to shut off all devices and electronic distractions and connect with people. Other people are the best antidote to the downs in life and the single most reliable up!

Mindful – commit to being present in the moment. Congressman Tim Ryan, author of Mindful Nation, notes how a simple practice can help us reduce stress, improve performance, and recapture the American Spirit. He writes, “A quiet revolution is happening in America. At the core of this revolution is mindfulness. Put simply, mindfulness is about finding ways to slow down and pay attention to the present moment – which improves performance and reduces stress.” Go for that walk without the phone, look at the world around you, be in the present moment, do some yoga or breathing exercises, lay in the grass and stare up at the sky. Your body and mind will thank you for it again and again.

Intellectual – commit to making a conscious decision to improve Your WellBeing. The single biggest threat to our

As you embark on this journey to improve Your Well-Being, take a moment every day to reflect on “What Went Well”. Accentuate the positives, acknowledge your accomplishments and continue along the path. I welcome you to share “What Went Well” for you at tjohnston@americanleisure.com

as a direct result of the profitable, state-ofthe-art strategies, programs and processes implemented by the American Leisure team. Tom leads with a “together we win” spirit, and continues to earn the highest-degree of confidence amongst colleagues and clients due to his ability to spot client needs and lead projects that deliver high-quality programs, services and amenities. He has designed and transformed fitness facilities into world-class, multi-purpose lifestyle

centers. He has been a key participant in implementing powerful health and wellness cultures into international markets; all the while partnering with sales and marketing to generate record-levels of revenue, margin and customer satisfaction. Prior to joining American Leisure, Mr. Johnston held other senior-level operations positions with world-class fitness companies, including Saw Mill Sports Management and the Weymouth Club.

SUMMER 2015 Aquatic Leader Magazine 17

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Inside the

ISPSC

Why it Matters to the Pool and Spa Industry By Mike Wright

President of American Pool New York

tandards and regulations aren’t lacking in the pool and spa industry. From the Centers for Disease Control and Prevention’s comprehensive Model Aquatic Health Code to your own state and local government regulations, many groups are fast at work making commercial and residential pools safer places to swim, relax, socialize, and play. Earlier this year, the International Code Council (ICC) released its own updated version of the International Swimming Pool and Spa Code (ISPSC), originally launched in 2012 as part of an effort to create “universal” standards for pools and spas. The Association of Pool and Spa Professionals (APSP) helped to develop the standards and endorses them fully

as an integrated version of its own regulations and those of the ICC. Right now, only a handful of states have adopted the ISPSC — Arizona, California, Colorado, Georgia, Illinois, South Carolina, Tennessee, Texas, Virginia, and Wyoming, along with Washington, D.C., and only one of these states (Virginia) is strictly enforcing its provisions. As awareness of the ISPSC grows, the APSP and ICC hope to see all U.S. states adopt them. If you own or operate a commercial pool, or if you work in pool construction, what do you need to know about the ISPSC? Below, we walk you through the code’s history, highlight what’s new in the latest version, and tell you why it warrants your attention.

Key Aspects of the ISPSC

Like other swimming pool and spa codes, the ISPSC came into being to save lives and reduce water-related injuries. It’s also the first code to address all aquatic recreation facilities. The code offers comprehensive safety guidelines and establishes “best practice” standards based on the latest scientific and third-party research and testing on issues such as entrapment prevention, drowning prevention, energy usage, and materials and dimensions for all aquatic vessels. These include: • • • • • • •

Public swimming pools. Public spas and public exercise spas. Aquatic recreation facilities. On-ground storable residential swimming pools. Permanent in-ground residential swimming pools. Permanent residential spas and permanent residential exercise spas. Portable residential spas and portable residential exercise spas.

To make things easier for builders and pool owners, the code separates public pools into several discreet and necessary categories (including semi-public, which distinguishes large municipal pools from hotel or condominium pools, for example, as well as in-ground from portable spas). It also integrates established and important safety requirements covered in other sets

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Inside The ISPSC | Spotlight

of standards, including the 2008 Virginia Graeme Baker Pool & Spa Safety Act — a law that requires all public pools and spas to have an ANSI/ASME A112.19.8 performance standard or the successor standard ANSI/APSP-16 2011 compliant drain covers installed (and a second anti-entrapment system installed when there is a single main drain other than an unblockable drain). While the ISPSC applies to newly constructed or renovated pools and spas (or those built or renovated after 2012), individual pool jurisdictions can elect to make certain provisions retroactive. Likewise, a jurisdiction can require that when certain parts of a pool are being replaced, the replacements must comply with the new code (e.g., drain covers or energy eﬃcient pumps or motors).

What’s New in 2015?

Given that the ISPSC is based on the latest credible research in pool safety, it’s a “living” document that is continuously updated. Inside the 2015 updated code, you’ll find: • Specific criteria for electrical, plumbing, mechanical, and fuel requirements. • Guidance on construction in flood hazard areas. • Safety guidance on decks. • General design and dimensional guidance for circulation systems, filters, pumps, motors, return and suction fittings, skimmers, heaters, air blowers and air induction systems, water supply, sanitizing equipment, waste water disposal, lighting, ladders, and recessed treads.

Understand the 2015 ISPSC

Get ahead of the curve and discover the ins and outs of the latest International Swimming Pool & Spa Code — sign up for the APSP’s course, “How to Build and Comply with the ISPSC.” To learn more and schedule the course, contact the APSP by phone (703.838.0038) or email (memberservices@apsp.org). You can also order a copy of the 2015 ISPSC code online. Just visit the Standards section of apsp.org.

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•

Specific pool-barrier requirements (to reduce drowning or neardrowning incidents).

As peak pool season comes to a close, make sure you review the 2015 ISPSC and use it to guide any pool renovations or building projects planned for the off-season. Keep in mind, however, that the ISPSC focuses exclusively on structural components of your pool, whereas the MAHC focuses on both structural and operational standards. In our opinion, it’s not so much one versus another; it’s a matter of familiarizing yourself with both, and making sure your builders know and understand them, too.

UP TO CODE? Let us help you!

Free Model Aquatic Health Code Evaluation Visit americanpool.com/MAHC to learn more. FALL 2014 Aquatic Leader Magazine 21

Did You Know These Celebrities Were Once Lifeguards? | Feature

Did You Know These Celebrities Were Once Lifeguards? By Micah Kleid

As a former American Pool Enterprises lifeguard myself (from 1997-2004), I always find it interesting when I meet people in my personal and professional life who also used to be lifeguards. So with that in mind, I thought it would be a fun endeavor to see if any famous celebrities had once been lifeguards before going on to bigger and better things and was surprised to find quite a few. Below are 10 who stood out from among the group and now if you ever meet any of them you have an icebreaker ready to kick off the conversation! Personally, I'm going to ask Vince Vaughn if he also first became a lifeguard to meet girls. Hey, I was only 16, what do you expect?

Vince Vaughn, actor

Gene Simmons, musician

"Old School," "Dodgeball," "Anchorman: The Legend of Ron Burgundy," "Wedding Crashers"

Kiss, "Gene Simmon's Family Jewels"

Sean Connery, actor

Ronald Regan, actor & politician

"Dr. No," "From Russia with Love," "Indiana Jones and the Last Crusade," "The Hunt for Red October"

40th President of the United States after a career in television and film

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Jack Nicholson, actor

Clint Eastwood, actor & director

"One Flew Over the Cuckoo's Nest," "The Shining," "Terms of Endearment," "Batman," "A Few Good Men"

"Unforgiven," "Mystic River," "Million Dollar Baby," "Letters from Iwo Jima," "American Sniper"

Paul Hogan, actor

Kelly Monaco, actress & model

"Crocodile Dundee"

April 1997 Playboy Playmate, "Port Charles," "General Hospital," "Dancing with the Stars" winner

Alexandr a Paul, actress

Mark Harmon, actor

"Baywatch," "Paper Dolls," "Christine"

"NCIS"

SUMMER 2015 Aquatic Leader Magazine 23

Q&A with Kristine Kimbrel Customer Care, Call Center Manager and Benefits Administrator

You’ve been with American Pool Enterprises for seven and a half years. Can you explain your role there? In a nutshell, I run the Customer Care/ Call Center operation at American Pool, handling employee benefits and Telesphere, a provider of cloud communications that involves many moving parts and keeps us on our toes!

What’s your favorite part of the job? Customer service runs through my veins. I’ve been doing this for more than 25 years and really understand what customers want — which is simply to be taken care of and heard. At American Pool, I’ve had the opportunity to wear many hats by handling customer care and employee benefits. This mix suits me well because I enjoy anything people-oriented and like solving problems. I also love the fast-

paced pressure and cyclical nature of the Call Center. For instance, the Call Center is incredibly busy during peak pool season but slows down in September, when I turn my attention to benefits. Then in March, I’m busy with advertising, interviewing, hiring and training — all to get ready for the next season right around the corner.

What’s a typical day like during the summer? Truth be told, there are no typical days anymore because we’re evolving and growing — and everyone needs to remain flexible and willing to shift as needed. The Call Center differs from the rest of the Corporate office. We operate more like the management offices we support, and in the summer, we’re essentially on call from 8 a.m. to 8 p.m. That said, I don't feel my job stops at 8 at night because I love what I do and want our customers, both internal and external, to feel like they have a real partner. In June and July, the Call Center peaks

at about 700-800 calls a day, though this year we hit that earlier and ended up adding staff members to meet the demand. The extra staff made room for my senior staff to take on additional duties, such as placing proactive phone calls to check in with customers.

Can you recall a funny or favorite story about an interaction with a customer? Well, customers are usually upset when they reach out to the Call Center, so I don’t have much comical material. But one story does come to mind. Several years ago, a lifeguard with a heavy accent called to tell us he was being harassed by the patrons at the pool, and if they didn't stop their [bleep] and [bleep], he was going to punch somebody. Of course, we told him he couldn’t punch anyone and calmed him down by letting him vent. Right after, we got his supervisor on the line.

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Q&A With Kristine Kimbrel | Spotlight

AWARDS 2012 Individual Customer Service Award 2013 Customer Service Award/Call Center Team

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"In June and July, the Call Center peaks at about 700-800 calls a day."

What are some of key objectives for the Call Center? Does a particular approach drive your work? We strive to provide a warm, professional greeting to all customers by having reps who are able to listen, evaluate and respond with the appropriate action, whether that means taking a message or getting someone on the line to discuss the issue at hand. It all needs to happen in a quick and efficient manner. Having worked in customer service with other businesses, I can say for certain that American Pool has high standards, and there are certain things we do and don't ever say to our customers on the phone. We take calls for 18 different lines, each for an individual office, and have to answer in ways that align with the particular office. This involves switching gears and remembering a ton of minutia. But we study and learn the ropes, and we step in and help each other if we get stuck. We are by no means perfect, considering the sheer volume and diversity of calls, but we always do our best.

If someone wants to be a Call Center employee, what steps should he or she take? What experience or education do you look for in candidates? I look for people who can pass my stringent requirements: a hard-working, friendly and professional demeanor; a nice speaking voice; an ability to stay calm under pressure and not get frazzled; and a natural multi-tasker who learns things quickly, retains new information on a daily basis and can handle the busy summer season. This sounds like a tall order, but there are many hard-working people out there who fit the bill.

What are your goals for the Call Center next year? Aside from business as usual, one of our new initiatives is to help oﬃces improve their customer service. We’re developing incentives to make the efforts fun, and we’re looking forward to working with each oﬃce

to roll out some great programs next year. In many ways, we’re just getting started, so stay tuned because there is more to come!

We’ve talked a lot about your work at American Pool. Tell us about your background. I come from a family of hard workers who are the "pull up your boot straps" type. For instance, my family had an Italian grocery store and butcher shop in Baltimore. My grandfather, with just an 8th-grade education, worked successfully at Westinghouse in the Aerospace Division for 30 years, and my father served as a Baltimore police oﬃcer. All I ever wanted to do was follow in their footsteps by working hard at a meaningful career. And I’ve achieved that, starting as a customer service rep in a bank and moving on to work for a major copier dealer, local auction house, and national medical weight loss company — always doing sales, IT and customer service. Then I made my way to American Pool, where I utilize all of my skills and experience. Better yet, I continuously get to learn and grow.

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Our Companies American Pool New Jersey 85 Campus Dr. Edison, NJ 08837 Ph: 732-512-1900 TF: 1-888-621-7665 Fx: 732-512-1901 americanpool.com/nj American Pool Maryland 9305 Gerwig Lane Suite E Columbia, MD 21046 Ph: 410-363-6800 TF: 1-877-540-7665 Fx: 410-363-9959 americanpool.com/md American Pool New York 200 Airport Executive Park Suite 202 Nanuet, NY 10954 Ph: 845-356-9119 TF: 1-866-880-7665 Fx: 845-356-9229 americanpool.com/ny American Pool Pittsburgh 3261 Babcock Blvd Pittsburgh, PA 15237 Ph: 412-781-5950 TF: 1-866-630-7665 Fx: 1-877-209-8315 americanpool.com/pitt American Pool South Carolina 8421 Dorchester Road Suite 109-195 North Charleston, SC 29420 Ph: 843-408-0862 TF: 877-920-7665 Fx: 866-954-8518 americanpool.com/sc

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American Pool Virginia 6596 Fleet Drive Alexandria, VA 22310 Ph: 703-579-0885 Fx: 703-822-0049 americanpool.com/va American Pool Long Island 275 Marcus Blvd. Unit N Hauppauge, NY 11788 Ph: 631-240-0930 TF: 1-877-494-7665 Fx: 631-693-5356 americanpool.com/li American Pool Delaware 53 Atlantic Ave. Unit 1 Ocean View, DE 19970 Ph: 302-539-1771 TF: 1-877-208-7665 Fx: 410-741-3018 americanpool.com/de American Pool Orlando 4434 Parkway Commerce Blvd. Suite H Orlando, FL 32808 Ph: 407-412-7580 TF: 1-877-920-7665 Fx: 407-412-7582 americanpool.com/orl Recreational Management Services 189 White Horse Pike Atco, NJ 08004 Ph: 856-767-5159 TF: 1-800-338-5159 Fx: 856-767-8303 americanpool.com/rms

American Pool Georgia 4040 Nine McFarland Dr. Suite 1100 Alpharetta, GA 30004 Ph: 770-638-1665 TF: 1-888-411-9863 Fx: 770-638-0622 americanpool.com/ga American Pool Pennsylvania 3580 Progress Drive Suite E Bensalem, PA 19020 Ph: 215-283-0300 TF: 1-866-267-7665 Fx: 215-283-1909 americanpool.com/pa American Pool North Carolina 8724 Glenwood Ave. Suite D Raleigh, NC 27617 Ph: 919-878-3661 TF: 1-866-951-7665 Fx: 919-787-4224 americanpool.com/nc American Pool Florida 6601 NW 14th Street Suite 7 Plantation, FL 33313 Ph: 954-792-1191 TF: 1-888-905-7665 Fx: 954-792-1226 americanpool.com/fl American Pool Enterprises, Inc. 11515 Cronridge Drive Suite Q Owings Mills, Maryland 21117 Ph: 877-920-7665 americanpool.com

414 Airport Executive Park Nanuet, NY 10954 Phone: 845.371.5670 ext. 106 Fax. 845.371.5680 americanleisure.com

Poolman (Phoenix) 3242 South Central Avenue Phoenix, AZ 85040 480-991-7970 poolman.com Clearly Poolman 3156 Gertie Barrett Road Mansfield, TX 76063 817-478-2077 poolman.com

Pearl Maryland Office 13761 Travilah Road Rockville, MD 20850 (301) 315-6601 pearlpools.net Pearl North Carolina Office 8724 Glenwood Ave, Suite E Raleigh, NC 27617 919-746-7011 pearlpools.net Pearl South Carolina Office 7293 Peppermill Parkway North Charleston, SC 29418 843-627-4935 pearlpools.net

United Work and Travel-HQ 11515 Cronridge Drive, Suite Q Owings Mills, MD 21117 unitedworkandtravel.com United Work and Travel-Ocean City 2805 N. Philadelphia Avenue, Suite 3 Ocean City, MD 21842 unitedworkandtravel.com

Poolman (San Diego) 9373 Activity Road Suite G San Diego, CA 92126 619-746-6990 poolman.com

Superior Pool Spa & Leisure Ltd. 24 Martin Ross Avenue Toronto ON M3J 2K8 Tel: 416-665-0410 Toll Free: 1 800-881-1625 Fax: 416-665-6877 www.superiorpool.com Superior Pool Spa & Leisure Ltd. 65 Bentley Avenue – Unit 13 Ottawa ON K2E 8B4 Tel: 613-228-1212 Toll Free: 1 855-228-1212 Fax: 613-228-9432 www.superiorpool.com

200 Airport Exec Park Suite 202 Nanuet, NY 10954 1-877-714-7665 manhattanleisure.com

9305 Gerwig Lane, Suite E Columbia, MD 21046 Phone: 443-367-0138 (Pool) Phone: 301-495-9666 (Fountain) Fax: 301-495-9677 specialtypoolandfountain.com

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Reflections

Reﬂections By Dan Lawler

s I look back on the last 20 years I wonder, "What would I change about my professional career choice and path?" I had always been in Aquatics growing up. I took my first lifeguarding class at age 16. I worked for two years on the beach being an ocean lifeguard on the shores of Long Beach Island. After my second year of college I decided to stay and work at home in Cherry Hill where I grew up and look for a local lifeguarding position. I needed to save up money for school and living at the beach was not conducive to this. I looked in the paper and found a position as a pool lifeguard. I worked as a lifeguard for one summer before being promoted to a pool manager and the following year to area supervisor. I worked for the same company for my remaining summers until I graduated from college and had to look for a "real job." I graduated college in 1992 and entered what I thought was my dream job – I landed a spot with First Fidelity Bank in their management training program. I was not a great student in college, average at best, but I always was outgoing and presented myself very well, something I learned from my father. I was with nine other recent graduates, some who were fresh out of a MBA program from prestigious institutions. I went through several different operational areas within the bank and had just landed my permanent position after successfully completing the two year program when my old swimming pool employer called and asked if I ever thought of opening my own pool management company. Three weeks later, I submitted my letter of resignation and my true journey began. I started Recreational Management Services in December of 1994, running 42 commercial pools in my first year. We were expecting our first child and what a crazy decision I made to start my own business in the pool industry. The first few years were very diﬃcult as I was trying to establish a business while being a good father and husband. I would like to say that I was successful, but more often than I care to admit I put my business first over my family, a decision that I regret. I was performing all of the tasks needed to operate a pool company with a skeleton crew working seven days a week and 18 hour days. I knew something had to change as I could not continue at this pace. I received a phone call from Chip Sollins, the CEO of a company called American Pool, and was asked if I was interested in partnering with his company. After several meetings with Chip and the CFO, Rick Naden, we signed our partnership at their holiday party in 1999, a decision that shaped my future. Partnering with American Pool has been the best business decisions I have made. This partnership allowed me to grow personally and professionally, increase my business and develop people and systems that propelled my business. I have the support of a large organization that would have never been possible on my own while having the entrepreneurial freedom I craved. There are the systems and procedures in place that allowed me to operate and grow my business, yet I had the freedom to customize or adapt as I felt was needed. It allowed me the balance I craved between my personal and business life; it was truly the best business decision I have made. RMS is currently the largest pool management company in the South Jersey market servicing 165 commercial pools for 2015 and I have successfully turned the reins over to my brother, Geoff, to take us to the next level. I have recently been promoted to the COO of American Pool Enterprises. This opportunity fulfills the professional growth I have desired. I get the honor of sharing my passion and the business knowledge that I have collected in my 21 years in the swimming pool industry. This is an opportunity and career path that I could never imagine. I have the privilege of directing a $100 million operation while we pursue our growth plans to $200 through delivering operational excellence to our customers. So, to answer my question, what would I change about my career choice and path? I would not change anything. I have had the opportunity to provide guidance and direction to thousands of lifeguards who have worked with us over the last 20-plus years. I know that many of our lifeguards have moved on to lead very successful and productive lives as adults. I know it has shaped the person that I have become, both professionally and personally. Finally, this path has instilled in my own children the importance of dedication and hard work, two attributes that I am very proud of.

Dan Lawler Chief Operating Oﬃcer American Pool Enterprises

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MAKE AN IMPACT Guard for Life believes that being a lifeguard is more than a job. By getting hired, you can make an impact on your community, develop your skillset and even discover a new career. It's more than a summer by the pool. It's an experience of a lifetime.

Visit guardforlife.com to learn more.

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