Aquatic Leader Magazine Fall 2012 by American Pool Enterprises, Inc.

INDUSTRY INSIDER

It's Electric, Disappearing Act, Make an Entrance, Measuring Up & Client Spotlight

SIGN LANGUAGE at your pool

THE

LIGHT-BLUE-COLLAR

WORKER

PAST, PRESENT & FUTURE OF THE SERVICE WORKFORCE

GOOD TO THE LAST DROP Salvage your water and your budget RISE of the

Machines Automation at your pool

FALL 2012 Aquatic Leader Magazine 1

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TABLE OF CONTENTS

CONTENT

4 6 8 12 14 16 18 22 26 27 28 30

Message from Mitch Good to the Last Drop The Light-Blue-Collar Worker It's Electric Disappearing Act Sign Language Rise of the Machines Make an Entrance Client Spotlight

Industry Update Measuring Up Reflections / New York

FEATURES

The Light-Blue-Collar Worker: Past, Present & Future of the Service Workforce

By Mike LaFaver and Roger Thompson With a combination of blue- and white-collar characteristics, a light-blue-collar worker has honed the skill set of a trade, while demonstrating strong leadership skills.

Rise of the Machines: Automation at Your Pool

A No-Cost Solution to Your Seasonal Staffing Needs

By Mitchell Friedlander Automation has come a long way. Add some of the luxuries of automation to keep your property safe and ready to use at the push of a button.

Hotel Maids Waiters / Waitresses Kitchen Staff

Make an Entrance: A Beach Entry Renovation Story

Janitorial Services

By Greg Gochoel

Front Desk Clerk

Bell Services

From ADA compliance to children’s play areas —whatever the reason for including a beach entry, it certainly becomes the focal point of any pool.

Retail Food Service And much more!

Measuring Up: How Net Promoter Helps Businesses Live up to Customer Expectations

Call us today for your staffing solution.

By Roger Thompson Happy customer, happy company, right? Well almost. As any profitable business owner can tell you, monitoring customer satisfaction can be easier said than done.

Work & Travel

A division of American Pool Enterprises, Inc.

1-866-446-2872 www.unitedworkandtravel.com

FALL 2012 Aquatic Leader Magazine 3

Creators CEO / Mitchell Friedlander Art Director / Leah Vogely Copy Editor / Laura Laing Graphic Designer / Leah Vogely

Contributors Waylon Bennett John Dugan Mitchell Friedlander Sabraya Ghale Greg Gochoel Sean Johnson Jeremy Kaitfors Daniel Kessel Paul Kurlander Mike LaFaver Roger Thompson

Publishing notes Aquatic Leader Magazine™ is published semiannually by American Pool Enterprises, Inc. It can be viewed online at: www.americanpool.com/aquaticleader

Message from Mitch The Power of Mechanics

t’s always nice to throw a party and have everyone show up. Based on our circulation numbers and reader feedback, we at Aquatic Leader are delivering on our mission to bring current and relevant information that is useful for a wide range of members of the aquatics community. And we’re not stopping now! This issue is all about the power of mechanics—from adding new technologies to developing a business that runs like a well-oiled machine.

Aquatic Leader dives into the new automation systems that are becoming commonplace in today's swimming pools. You’ll get a fresh look at conservation from the pool owner’s perspective and what engineers are doing to reduce the waste of one of our most precious natural resources—water. Safety is front and center, with features on pool signage and electrical requirements. We also uncover a surprising safety phenomenon that affects today's lifeguards. This issue would not be complete without considering unique retrofits for redevelopment and renovation of outdated facilities.

Please send reprint requests and letters to: Aquatic Leader Magazine American Pool Enterprises, Inc. 11515 Cronridge Drive, Suite Q Owings Mills, MD 21117

Plus, you can get an insider’s view of a premier property management company and see for yourself what it takes to manage sites in one of the most valued markets in the country, New York City. You’ll also learn what it takes to start an aquatics company in a fast-paced urban environment from an emerging industry leader.

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

As always, Aquatic Leader pulls from a diverse knowledge base of writers—in-house experts who are eager to share their passion and insight with you, the reader. I trust you will enjoy this issue as much as we enjoyed creating it.

www.americanpool.com.

Advertising Partners

Professionally yours,

Alliant Insurance Services, Inc. AquaCal AutoPilot, Inc. Hayward Pool Products Merlin Industries, Inc. Natural Chemistry Pentair Commercial SGM Finishes Spectrum Aquatics United Work and Travel Water Tech

Mitchell Friedlander Chief Executive Officer American Pool Enterprises, Inc. Family of Companies mfriedlander@americanpool.com www.americanpool.com

Unless otherwise noted, photographs are provided by shutterstock.com. Cover photograph shows John Dugan, Manhattan Pool & Leisure's Regional Director. Photograph taken by Leah Vogely. www. manhattanleisure.com

Photograph by Leah Vogely

FALL 2012 Aquatic Leader Magazine 5

Good to the Last Drop | Maintenance Spotlight

he world’s population is growing— and so is the demand for natural resources, including water. This global phenomenon is hitting home even in backyard and community pools, as some areas of the country experience devastating droughts and densely-populated communities require regular water conservation. We’re all being asked to reduce, reuse and recycle. That’s the bad news. The good news? Saving water also saves money. The better news is that cutting-edge equipment and technologies, new processes and a few tried-and-true habits can help you conserve the wet stuff—easily and without a ton of cash.

Salvage Your Water and Your Budget / By Waylon Bennett and Jeremy Kaitfors

in severe conditions 1.5 inches. More than that, and you probably have a leak. When the pool is covered, the water can’t evaporate as quickly, providing a very simple solution to a very big problem. While an expensive investment, a good cover can save water and money in the long run. Using a pool cover can reduce chemical loss by as much as 60 percent and evaporation by a whopping 95 percent. But it’s not just water and chemicals that are conserved with a quality cover. Covers can lock in the water’s heat, reducing the energy needed to up the

Reduce: Keep Water Where It Belongs Evaporation is a natural occurrence and, for swimming pool owners and managers, a major concern. In hot, dry areas especially, evaporation can be an enormous drain on a swimming pool’s water and chemicals. In fact, an average pool in a hot, dry climate can evaporate its entire contents—10,000 to 15,000 gallons of water—in a single year! Evaporation rate depends on several factors: surface area, high air and water temperatures, low humidity and wind. Limiting the effects of these factors is one key to balancing the watersavings equation. When the air is chillier or less humid, evaporation slows. In hot, humid and windy weather, the evaporation rate increases. But how much water is evaporating in your pool? Try this simple test. On the inside of a five-gallon bucket, mark the bucket halfway between the bottom and top rim. Fill the bucket with water to that level and place it beside the pool. Use a pencil to mark the water level on the pool itself. Each day, measure the differences between the water levels and those marks—one Did you know? for the water in the bucket Up to 90 percent and another for the water of the water used to in the pool. Typically sprinkle lawns on 1/4-inch to 1/2-inch of water hot days is lost loss is normal evaporation. to evaporation. In warmer, drought-prone climates, natural evaporation might climb to 1 inch per day or

6 Aquatic Leader Magazine FALL 2012

water temps, especially if the ambient temperatures plummet overnight. Thanks to usability and performance improvements, automated covers are becoming more popular and affordable. These newer automatic covers are much easier to use, eliminating the hassle of rolling out and storing traditional bubble or vinyl covers. Of course automatic pool covers must be installed and maintained by a pro. Liquid pool covers are fairly new to the market, but have shown great benefits so far. Applied to the pool regularly and by pool professionals, these innovative solutions come in two types: a thin layer of silicon or an isopropyl alcohol-based layer. Each of these form a protective layer on the pool’s surface that is unnoticeable by swimmers. While not as effective in preventing water loss, liquid covers can reduce evaporation by up to 50 percent. Of course simple maintenance and repair can also reduce water waste. If your pool is losing more than 1 inch a day in a moderate

climate, a leak could be the culprit. Other signs include gaps and cracks in the bond beam or pool deck, bubbles in the return water when the pump is running and water saturated soil, pumps or plumbing. While it can be costly to schedule regular inspections and maintenance, this investment can ultimately save hundreds of dollars—and gallons of H2O—a year.

Reuse: Slow Chemical Use More chemicals, mean more chemical buildup in the water. And this limits the pool water’s life, while increasing the need to drain and dump. In the long run, reducing chemicals in your pool can save water. Salt chlorine generators are gaining popularity as a method of reducing a pool’s dependence on chemicals. By generating chlorine using ordinary table salt, these systems require fewer dry chemicals and lessen chemical buildup in the water. The salt levels are extremely low—2,500 to 4,000 parts per million—making it undetectable by most swimmers and preventing equipment corrosion. Add-on systems can also help with water conservation. Enzyme treatments break down specific impurities, like oils, fats, detergents, dirt, pollen and other organic materials, reducing chemical use. Mineral purifiers send out low levels of metallic ions to combat bacteria and other impurities. These are not stand-alone treatments but can reduce the dependence on other chemicals that might shorten pool water life and up water consumption. Pools with mineral purifiers should still be shocked regularly to eliminate biological impurities like algae.

Recycle: Filter Efficiently Next to sanitation, filtering the pool’s water is probably the most important aspect of maintaining a clean, clear pool. But filtration can be expensive and water hungry. For residential pool owners, cartridge filters are a great way to both save water and to keep a pool properly filtered. While the initial cost can be high, this option saves money over time. With cartridge filters, there is no backwashing, thus reducing monthly wastewater, especially when compared to sand filters. On top of

that, cartridge filters can reduce chemical loss due to backwashing, again saving money in wasted chemicals. Cartridge filters also require very little maintenance. Again, this comes back to the elimination of backwashing. The cartridge provides efficient filtration until teardown is necessary, usually two to four times annually for a year-round pool. Of course cartridge filters must be cleaned and inspected every three to six months, depending on the conditions and swimming loads. For commercial or public pools, cartridge filters aren’t usually recommended. With a greater number of swimmers, the filters need to be cleaned and replaced more frequently, which can be time consuming and expensive for a high-activity pool. Healthy pools require a constant barrage of chemicals and minerals. And warm, humid climates have the biggest chemical requirements, along with the highest levels of mineral saturation. Over time, this can result in too many chemicals and minerals in the pool’s water. The traditional method of clarifying old or bad water is the good, old drain and dump. Having to completely dump all the water from the pool is the ultimate example of water waste. Luckily, there are ways to avoid this drastic step. These days, new filtering technologies allow pool owners and managers to recycle pool water. By filtering out high calcium levels and mineral content, the same water can be returned back to the pool. This greatly lowers the Total Dissolved Solids (TDS), while preventing the loss of water in the process. In most cases, this process is costlier than a traditional drain. However the savings in water conservation can offset the initial investments. And as these new filtration technologies become more popular and competitive markets are introduced, the price tag is expected to drop. As the drain on our resources continues to grow, we all share the responsibility for conserving water. But new methods for water conservation are in high demand, positioning each of us as trendsetters of the next big thing. At first, some of these advancements or ideas may seem far-fetched or unrealistic. The key is to always be open minded to market changes and solutions. The pool industry has many opportunities to help customers conserve water and energy, while staying profitable in an ever-changing market.

Not all conservation solutions require fancy equipment or professional support. Some of the best ways to reduce, reuse and recycle come from good habits. Here are a few ideas:

PLANT trees and shrubs around the pool to create a natural windbreak and reduce evaporation.

MAINTAIN filters and pumps carefully. Dirty water requires more frequent backwashing.

LOWER your pool’s water level to reduce water waste from splashing, and discourage horseplay near the pool walls.

INSTALL landscaping that channels water overflow to provide irrigation. If you use a backwash filter, empty the reserve chamber onto your landscaping plants. CHECK for leaks in more than one place — some are hard to detect.

OF POOL WATER IS SAVED

WITH A COVER USE a broom, rather than a hose to clean pool decks.

RECONSIDER the temperature level of your heated pool. The hotter the water, the higher the evaporation rate.

LAST YEAR American Pool Enterprises companies salvaged 41% of their pools' water for a total of 43 million gallons of water saved. HOT WEATHER CLIMATES, HIGHTEMP POOLS & POOLS WITH LEAKS: 1-INCH to 1.5-INCH WATER LOSS AVERAGE WATER LOSS: 1/4-INCH to 1/2-INCH

FALL 2012 Aquatic Leader Magazine 7

The Light-Blue-Collar Worker | Feature

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The Light-Blue-Collar Worker

8 Aquatic Leader Magazine FALL 2012

PAST, PRESENT AND FUTURE OF THE SERVICE WORKFORCE By Mike LaFaver and Roger Thompson

n July, former Google spokesperson, Marissa Mayer, became the youngest CEO in the country, as the new head of Yahoo!. This was big news because Mayer has a lot of uncommon characteristics: she’s young, she’s a woman and she’s pregnant. She’s also an engineer who started at the bottom rung of the corporate ladder. As a skilled worker, she has parlayed her experience and expertise into a career that includes leading large teams of people and negotiating partnerships with some of the biggest companies on the planet. In short, Marissa Mayer is an example of a light-bluecollar worker. With a combination of blue- and whitecollar characteristics, a light-blue-collar worker is educated or experienced in a skilled trade, like engineering, computer science or even

plumbing. These employees are also leaders, moving between leadership and front-line responsibilities or transitioning from strictly blue-collar work to management. They have honed a skill set for many years, while demonstrating leadership abilities. Light-blue-collar workers can be a boon to pool companies—offering both specific mechanical and construction expertise and the skills to close a sale or manage a team of employees. But when does it make sense for a bluecollar worker to move into management? And how can a company benefit from promoting or hiring a light-blue-collar worker? John Dugan, regional director for Manhattan Pool & Leisure, walks us through the benefits of lightblue-collar work. Dugan got his start in the pool business as a lifeguard. Along the way, he learned

construction skills and was eventually promoted to assistant regional director. After five short years, he moved into his position in Manhattan, managing a seasonal staff of 54 people and a 19-pool client list. Dugan also identifies with the light-bluecollar label. “I think of myself as a blue-collar worker from May to September and a white-collar worker from October to April,” he says. “In the off-season I am very busy doing construction jobs and managing indoor pools, but my main focus is sales and growing the business. During the summer, my roles switch. I spend more time in button downs and dress pants in the winter than I do in the summer.”

A TYPICAL DAY Because light-blue-collar workers are juggling

I think of myself as a blue-collar worker from May to September and a whitecollar worker from October to April.

Photography by Leah Vogely FALL 2012 Aquatic Leader Magazine 9

technical and leadership roles, their days may look a little different than those of white- or blue-collar workers. “My first two pools open at 6:15 a.m., and the rest of my accounts start opening by 8:00 a.m.,” Dugan says. “During that time, I am usually at my desk planning the day or week, writing proposals, ordering materials and parts for a job and making sales calls.” Then it’s time to hit the road. In fact, Dugan spends most of his afternoon on site, overseeing maintenance, visiting potential customers and making weekly visits to all of his building managers. One thing is for sure, Dugan isn’t afraid to get his hands dirty. “In the same day I can be covered in chlorine and talking to a pool manager about contracts or construction projects,” he says. At the end of the day, he’s back at his desk, responding to emails and reviewing the next day’s to-do list. Since his pools don’t close until 10:00 p.m., the evening may be punctuated with calls from lifeguards or clients.

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COST-BENEFITS ANALYSIS Being good at one thing doesn’t always mean an employee will be good at another, especially with management and leadership positions. Yet, light-blue-collar workers can bring some special qualities to the mix. “I believe being a hybrid worker is the best type of employee in the pool business,” Dugan says. “To be good at sales in the pool industry you have to know how to operate and work on pools.” While a skilled tradesperson knows how to fix a water leak or install an electrical system, the light-blue-collar worker can also close the sale, translating this information to the customer in a professional manner. According to Dugan, this is the optimal combination in sales. “The light-blue-collar worker can break down what is happening at the pool and why,” he says. “People want to know what they are getting, and if a salesperson hasn't physically worked on a job, he or she will not

be able to properly relay that information to the customer.” What’s the biggest benefit for straddling the line between management skills and tradeswork? Dugan says it’s the people. “The most valuable skill that I developed was learning how to deal with people of all ages,” he says. “It has been a lot of trial and error. No college in the country could have given me the knowledge that I gained on how to deal with people.” But the transition from skilled labor to management and sales can be tough. This simple fact remains: the same rules don’t apply to both positions. “Especially in New York City there is a line between the blue-collar workers and whitecollar workers,” Dugan says. “It can be difficult for customers and clients to see past the blue collar. People respect the suit and may take a well-dressed person a bit more seriously than someone who is in work boots.” Dugan’s advice for those taking the leap

into light-blue-collar work is basic: look and act the part. “Practicing professionalism at all times is a must,” he says. “Yes, our appearance can't always be 100 percent perfect, since we are sometimes in the trenches, but a clean shave, presentable clothing and a great attitude goes a long way when dealing with a customer.”

THE BOTTOM LINE When companies hire and support light-bluecollar workers in their ranks, the benefits can be many—from an added level of expertise in sales to the ability to pinch hit in emergency situations to a clear understanding of what should be expected of tradespeople on staff. “Balance is the key to any successful

company,” Dugan says. “Light-blue-collar workers have the qualities to provide that balance in the pool industry.” And clients respond well to employees with a variety of skills and expertise. “Customers like to see the same person that is selling them a contract working on their pool,” Dugan says. “I like being that guy. I know everything that is going on at my site, and I can relay all of this to the customer firsthand. I feel this makes the customer more comfortable, knowing they are talking to the same person who will physically be on their site.” But anyone who has moved up in the ranks from skilled tradesperson to manager should keep up-to-date with his or her trade. Staying

current with changes in the industry makes any light-blue-collar worker even more valuable to customers and employees. “It is crucial for managers to go back to their blue-collar work every so often,” Dugan says. “This adds to their understanding of the roles of their employees.” And it’s also important to introduce tradespeople to management roles periodically— expanding their work experience and offering them an understanding of the business side of their industry. All of this means that traditional blue-collar work could be going the way of other endangered species. Today’s workforce demands more of every employee. This is the age of the light-blue-collar worker.

Customers like to see the same person that is selling them a contract working on their pool, I like being that guy.

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By Paul Kurlander Kurlander Electric is a familyowned electrical company with more than 30 years of experience. Mr. Kurlander runs a full-service electrical contracting business that offers electrical installations and design to home builders, homeowners and business establishments. http://www.kurlanderelectric.com

12â&#x20AC;&#x201A; Aquatic Leader Magazineâ&#x20AC;&#x201A; FALL 2012

The Consumer Product Safety Commission offers these additional tips to keep electricity from mixing with water.

t’s a fact: electricity and water don’t play well together. But no pool can function without a little juice. Luckily, pros have figured out safe ways for H2O and power to live side-by-side—thanks to guidelines set by the National Electronics Code (NEC). The risk of electrocution or shock is no small thing. The Consumer Product Safety Commission (CPSC) reports that since 1990, there have been 60 electrocutions and 90 serious shocks due to to electrical hazards in and around swimming pools. That’s an average of 10 electrocutions and 15 serious shocks every two years. Some deaths and shocks occur during an attempted rescue, when the rescuer is not aware that the victim was shocked. So even one incident can have a ripple effect, putting others in danger of injury or death. These tragic accidents can be traced to problems with underwater lights, electric pool equipment (including pumps, filters and vacuums), extension and power cords, electrical outlets and switches, overhead power lines and radios, stereos, televisions and other electrical products. Careful installation and maintenance—along with a little common sense—can keep that line between water and electricity in place. You might not remember your middle school science classes, so here’s a quick review. Electricity is always on the move, and its goal is getting to the ground. Many substances stop electricity in its tracks—like glass, wood and rubber. But others are great conductors, and those include (unpurified) water and the human body. The water itself doesn’t conduct electricity, but impurities—like salt and dust—

Replace damaged electrical cords or those repaired with tape. Keep electric cords at least five feet from the water and out of reach of children and adults. And use batteryoperated products whenever possible. Use permanent or portable Ground Fault Circuit Interrupters (GFCIs). If an electrical product falls into the water, unplug it before retrieving it. This includes submersion pumps.

products or wires when you are in contact with wet surfaces. Schedule regular electrical inspections, including underwater lights, junction boxes and wiring connections. Check lights with mold, as this is a sign of water leakage. Post an up-to-date and easy-to-follow emergency plan in a prominent place.

When operating electrical products, wear rubber-soled shoes and make sure your hands are dry. Avoid touching electrical

allow electrons to hitch a ride through water. Because our bodies are made up of water and salt, we can also conduct electricity. And that’s where the danger comes in.

TAKING PRECAUTIONS Above ground, power and telecommunication lines must be at least 25 feet above water level. In addition, be sure to check clearance around observation stands, towers or diving platforms; these should be at least 14.5 feet—a radius that prevents contact between overhead lines and debris-catching nets. Additionally, underground wiring should not be run under the pool or within an area extending five feet horizontally from the inside wall of the pool, unless that wiring is necessary to supply pool equipment. All 15- and 20-amp receptacles located within six feet of the inside walls of a pool must be protected by Ground Fault Circuit Interrupters (GFCI). Just like the ones in your bathroom or kitchen, these automatically shut off the circuit if there is a problem. All GFCIs should be installed on underwater lighting circuits operating at more than 15 volts, on electrical equipment used with pools, hot tubs and spas (including 120-volt and 240-volt heaters that are close to the pool) and on all outdoor receptacles within 20 feet of the water’s edge. Permanently installed GFCIs should be tested at least once a month, and infrequently used GFCIs before each use. Perhaps the most critical portion of any pool construction is the equipotential bonding grid, which connects all exposed metallic or non-current carrying items to avoid electrical shock. When conductivity

elements are bonded, an electric current is less likely to find a path through to a swimmer. An experienced electrician will follow the NEC for proper equipotential bonding, including which metallics must be bonded. The bonding rules for reducing voltage gradients around permanently installed pools, outdoor spas, or outdoor hot tubs were recently changed, so be sure your electrician is up on the new requirements.

PLANNING FOR EXPANSIONS Looking long-term can mean that future expansions are less costly, easier and even safer. While lighting around the pool is not always incorporated into the initial budget, it is highly recommended to install additional conduits for future lighting around the pool. Lighting along pathways, trees and even retaining walls provides a unique ambiance and even offers security to pool guests and the facility itself. Installing conduits during construction or renovation reduces costs and disruptions to pool hours. Most lighting is low voltage, so receptacles are required for the transformers to operate. At a minimum, conduits should be incorporated in and around the pool to anticipate this addition. Audio systems are also a popular addition. Again, while not originally budgeted, installing the required wiring will reduce the cost of audio system installation in the later stages of a project. Swimming pools can be an enjoyable way to relax and cool off. But improperly installed and maintained electrical components can lead to disaster. Make sure all electrical connections and installations are performed by a licensed electrician to ensure the safety of all to enjoy.

FALL 2012 Aquatic Leader Magazine 13

Disappearing Act | Safety Spotlight

THE SIMPLE SCIENCE BEHIND A DANGEROUS PHENOMENA | BY SABRAYA GHALE

ne of the most important defenses against accidental drowning is a team of highlyqualified and well-trained lifeguards. That’s why researchers wondered why other swimmers were often more responsive than the lifeguards in some drowning incidents. Could the guards be completely to blame? The answers were both surprising and revealing, uncovering a dangerous phenomenon that renders a swimmer completely invisible to those above water. Many drowning or near-drowning incidents are accompanied by surface disturbance, usually splashing. If they go on long enough, these events are easily visible (and perhaps even audible) from atop the guard’s chair. But when surface disturbance is absent or shortlived, the situation can be much tougher to ascertain. In fact, if a swimmer sinks to the bottom of a pool, a combination of the pool floor and water’s surface can create a camouflage so complete, that the victim might be overlooked completely. This terrifying scenario was proven by what is now known as the Disappearing Dummies videos. Lead by Dr. Tom Griffiths, founder of the Aquatic Safety Research Group (ASRG) in State College, Penn., a team of researchers recreated these scenarios using a manikin or dummy. The videos of the experiments revealed what can happen.

A Sinking Suspicion Underwater distress is not a new phenomenon. Pool professionals are aware of a variety of risks that can lead to these tragic situations. In fact, these victims are called “plunge drowners,” swimmers who dive, slide or jump into the water and simply fail to come to the surface. A head or other physical injury could prevent the swimmer from surfacing, either due to a blackout or the inability to move properly. Sudden heart attack or arrhythmia can be triggered by genetics, a peculiar link that was discov-

14 Aquatic Leader Magazine FALL 2012

ered by researchers at the Mayo Clinic in 2000. Then there is the shallow water blackout, which occurs when a swimmer’s carbon dioxide and oxygen levels become too low. There are two possible causes of shallow water blackout, which are often linked to competitive swimming. When a swimmer holds his breath for an extended period of time, O2 levels drop significantly and endorphins are released. This can make the swimmer feel as if he can hold his breath for even longer. Once O2 levels drop to dangerous levels, the swimmer will fall unconscious, unable to rise to the surface on his own. A swimmer may also voluntarily hyperventilate in an effort to increase O2 levels, thus increasing the distance swum without taking a breath. At the same time this decreases CO2 levels, which shuts down the involuntary reaction to take a breath. As a result, a swimmer who hyperventilates and then swims underwater may pass out, simply because his body is tricked into believing it doesn’t need O2. Once the body does realize this, the swimmer may involuntarily take a breath, swallowing large amounts of water and starting the drowning process. Any of these accidents can result in a swimmer’s body sinking to the bottom of the pool. And as ASRG researchers found, these senarios may go unnoticed by even the most attentive lifeguards.

The Disappearing Dummy To discover how an object can “disappear” at the bottom of a pool, Griffith and his team placed child manikins on the floor of a pool, and then positioned cameras on lifeguard stands. The idea was to capture on film what a lifeguard might see through the surface of the water. When the surface was completely still, the manikins were usually visible. However, only a slight disturbance—caused by splashing, movement by other swimmers or even a light breeze—cause such a distortion that the manikins sometimes seemed to disappear. Even dark-skinned manikins could go unnoticed against a white pool floor. The reason is simple science. Even still

water creates refractions, and objects below the surface can look like they’ve been broken up into in pieces. This visual trick is exacerbated when the surface is disturbed. Griffith’s experiment merely considered the effects of surface disturbance. None of the tests included glare, obstruction or poor water quality, which could be present in a variety of normal situations. Therefore, even more barriers may prevent lifeguards from seeing drowning victims underwater.

Suggested Solutions Simply asking lifeguards to be more alert to this danger isn’t enough. Science suggests that better attention won’t necessarily reduce risks. But Griffith suggests a few things that pool owners and managers can do. First off, ban hypoxic training and discourage swimmers from testing their abilities to hold their breath. Watch for children playing these games or having underwater pool races. What looks like simple fun could be deadly. Train lifeguards to check out any and all mysterious shadows on the bottom of the pool. Even if a guard ends up rescuing an errant shirt or beach towel, the risks are worth the effort. Be sure to create a culture that encourages guards to act on their instincts. Don’t reprimand them for being overly cautious, and encourage pool patrons to be supportive of this practice. Switch the priorities from surface scanning to bottom-up scanning. As the Red Cross teaches, lifeguards should consider the bottom of the pool before the surface. In addition, victims at the bottom of the pool should be attended to before those at the surface. Consider installing underwater video or computerized drowning detection systems that can be monitored closely by trained lifeguards. Alternatively, require lifeguards to get into the water and scan the pool floor using goggles. As terrifying as this scenario is, awareness is the first step of prevention. All pool owners, managers and lifeguards should know that a swimmer can simply disappear at the bottom of a pool.

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Sign Language | Regulation Spotlight

SIGNS, SIGNS, EVERYWHERE ARE SIGNS—ESPECIALLY AT THE POOL. THESE MESSAGES KEEP PATRONS SAFE, DETAIL THE RULES AND GUIDELINES AND EVEN POINT THE WAY TO THE ALL-IMPORTANT SNACK BAR. BUT ARE YOUR SIGNS SENDING THE RIGHT MESSAGE? / BY DANIEL KESSEL

 RULES AND REGS From showering before entering the pool to a ban on glass containers, each facility has its own set of rules that patrons must follow. But keep the extensive list to the member’s handbook or pool website. A sign with too much text will be overlooked. Still, make sure that the critical rules are posted where everyone can see them.

WHERE TO?  You may know your facility backwards and forwards, but do your guests? Signs direct patrons to the restrooms, snack bar and even special parking or the manager’s office.

JUST FOR FUN  Residential pool owners can have a little fun with signs. Just be sure they don’t distract from state-required safety notices or other important messages.

16 Aquatic Leader Magazine FALL 2012

“Welcome to our “ool”. Notice there is no “P” in it. Let's keep it that way!” “Protect our pool—it's our only liquid asset!”

SAFETY FIRST  If you want patrons to take safety seriously, make sure your safety signs are serious. Cute references to these important rules undermine the message. Be sure these are easy-to-read, include simple and compelling graphics and are posted in prominent positions.

 IN DEEP WATER From outside the water, the pool’s depth can be deceiving. That’s why depth markers are required at most facilities. Adhesive tiles are easy to install on the outside edge of the pool—alerting possible divers to shallow water—while more decorative depth markers can be installed on the inside rim of the pool, where swimmers can read them.

EACH STATE HAS ITS OWN SET OF REGULATIONS FOR POOL SIGNS. BE SURE TO REFER TO YOUR STATE’S CODES FOR GUIDELINES.

FALL 2012 Aquatic Leader Magazine 17

Rise of the Machines | Feature

rise of the machines automation at your pool / by mitchell friedlander

ould you run your furnace or air conditioner without a thermostat? Probably not. So why run a swimming pool without automatic chemical, lighting or filtration controls? Why not add some of the luxuries of automation that can keep your property safe and ready-to-use at the push of a button?

18 Aquatic Leader Magazine FALL 2012

If your answer is cost or poor selection, think again. Automation options have come a long, long way. As swimming pools have become more popular, pool technology has evolved to make managing a pool much easier. These days, automation is central to a safe and comfortable swimming experience, offering a variety of benefits in both commercial and residential settings. From conserving natural resources

to saving hard-earned cash to upping the safety factors, automating chemical, electrical and filtering functions—along with lighting, cleaning and even covers—has become standard in new construction and renovations. First up is motor technology, which has advanced with variable-speed motors and variable-frequency drives. Based on set parameters, these drives adjust the power to the motor at certain times for peak efficiency. This speeds

up the turnover rate, or the time it takes for all of the pool water to cycle through the filter. In turn, variable frequency drivers can reduce costs. In most states, minimum turnover is set at eight hours for a standarduse swimming pool. Spas and wading pools require even less time. Automated chemical feeders allow pool owners to monitor and adjust a variety of sanitizers, including chlorine and bromine. Even salt-water pools using chlorine generators can be automated with the same controller that is used for other sanitizers. In addition, pH levels can be maintained at a set point. This equipment consists of a digital controller, holding tanks for chemicals and feed pumps that add the chemical to the pool. Controllers also offer improved safety, lower chemical costs and added convenience. These units have the ability for remote monitoring, which sends alerts to a cell phone or computer. While you’re away from home, you can receive alerts on a variety of functions, including low flow, chemical balance, power outage and temperature. All readings are stored for retrieval in the unit’s memory chip. Conservation of natural resources is another major focus for pool manufacturers and service professionals. And pool automation can help here, too. Automation reduces the amount of chemicals being used and saves thousands of gallons of water (thanks to fewer water changes). As a result, you can cut back on deliveries from bulk suppliers of disinfectant, reducing your carbon footprint even further. Most competitive swimming locations also have automated backwashing systems that monitor the cleanliness of the filter media. These systems keep the pool running at its most efficient level by backwashing themselves. Current technology allows for quick change out of media, rather than using water to clean the filter media. This alone reduces water waste to 1%. Then there are lighting and special effects. Special pool features and perimeter lighting can now be automated with timers and sensors. Even spray features, waterfalls and fires can be mechanized, creating unique visual displays that are both surprising and dramatic. While away, you can dial in from a cell phone to turn on your spa or pool heater and switch

FALL 2012 Aquatic Leader Magazine 19

20 Aquatic Leader Magazine FALL 2012

on lighting—so that there is no waiting, and the landscape is fully lit, when you arrive home. For physically active pool owners, the pool is more than just a place to relax in the sun and water. New technologies have increased the activity potential of the backyard, community and athletic-center pool. Aerobics gear, like bikes, treadmills and run-in-place equipment, has made its way into the water. And current jets aren't just for spas anymore. These days, they’re being put to use for stationary swims that don’t require a secondary swim unit. Even climbing walls for pool use are now available, with elevations of 16 feet above water level. Worried about cleaning the pool? Automated sweeps and cleaners are now doing the job in a fraction of the time it would take you to do it by hand. This equipment will even clean the tiles. And these gadgets aren’t limited to automation. For special cleaning jobs, use the control stick, guiding the cleaner to the specific locations. Advances in pool heating are following advances inside the home. Pool heaters are becoming more efficient, while requiring less maintenance. New gas-fired heater models have much higher efficiencies than older

“These days, automation is central to a safe and comfortable swimming experience”

models. These newer versions also feature cupronickel heat exchangers, which offer superior tolerance to bad and fluctuating water chemistry. Solar technologies have also improved, now meeting the reliability and output of traditional heaters. Alarms and sensors that notify lifeguards and pool owners of swimmers entering the pool have also gone high-tech. New features include underwater surveillance and motionless-detec-

tion reporting for distressed swimmers. And don’t forget your pool’s cover. A highquality cover can save a pretty penny in heating and evaporation costs—while offering an extra layer of safety. But the thought of dragging a heavy cover on and off your pool could prevent you from using it consistently. That’s when automation is a huge benefit. While the technology behind automatic pool covers hasn’t changed much over the years, manufacturers now offer a wider range of colors, track systems and vault-concealment schemes. But automation doesn’t mean do-it-yourself. Even with all of these great innovations, a knowledgeable service provider is a critical piece of the technology equation. Careful installation and maintenance keep costs down and lengthens the life of the equipment. Also, expert advice can help you choose the right options for your pool facility. With the technological advances of today, pools are safer, easier to maintain and can be customized to meet the needs of any community or environment. So what are you waiting for? Get automated to save cash, save resources and save worry.

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FALL 2012 Aquatic Leader Magazine 21

MAKE AN

ENTRANCE A BEACH ENTRY RENOVATION STORY BY GREG GOCHOEL

Greg Gochoel is the Vice President of American Pool located in Alexandria,Virginia. These projects were completed in 2012 for the Braemar Community Association with the Community Management Corporation.

22 Aquatic Leader Magazine FALL 2012

PHOTOGRAPHY BY LEAH VOGELY

he beach entry: What a smart innovation! Not only do they look great, but they also help to serve a wide range of needs—from ADA compliance to children’s play areas. Whatever the reason for including a beach entry, it certainly becomes the focal point of any pool. Most beach entries are installed with an aggregate finish, which are more durable in shallow or no-water conditions than typical plaster. These are also more costfriendly than the industrial grade non-slip tiles offered. However, sooner or later, even aggregate finishes develop problems, requiring renovations. This is the situation we faced last fall with two pools, located in a large, affluent community in Northern Virginia. The beach entry of one of the pools—widely considered the neigh-

A SYNTHETIC, SOFT-PEBBLE FINISH

borhood’s family pool—includes more than a dozen jets and water features. The second pool, which is designed as an alternative to the family pool, is slightly smaller with only one fountain located in the beach entry. This community not only uses their pools; they love their pools. Each of these sites presented a separate set of challenges. At the family pool, the board of directors envisioned something unique and exciting for the children. They wanted the beach entry to be a play area, where swimmers and toddlers could cool off. The board was more interested in aesthetic enhancements for the second pool, featuring an area that complimented the pool and its surroundings while providing modern and lasting updates to the beach entry. As with similar projects, the first step

was choosing a finish. Today’s market has grown considerably, moving from only one option to a wide array of choices. Products range from aggregate and quartz finishes to more modern, non-skid tile to an assortment of synthetic surfaces. After considerable research and a review period for each material, the board selected a synthetic, softpebble finish for both pools. The durability of the product and the large color selection were important, but it was the soft-surface finish that sealed the decision. Once the material was selected, it was time to lay out the design for each site. This step proved to be one of the more challenging, but rewarding, parts of the project. The chosen finish offered an almost endless choice of color and design, which allowed us to coordinate the family-pool entry with

FALL 2012 Aquatic Leader Magazine 23

Make an Entrance | Construction Feature

the existing water features. We had every vendor’s dream: a blank canvas, endless choices and a board that was happy to decide on one final layout and design. As a result, we were able to unleash our creativity, developing design after design for the board to review. We used their feedback to produce a revised set of designs based on what they liked and disliked. And after several meetings, the board settled on a multicolored wave design for the family pool, featuring a blue background with waves that mimicked the colors in the water features. The design for the second pool was more muted, with a uniform blend of colors. With the material and design selections made, it was time to start the construction process. First, the pools were drained to expose the beach entries. Next, all delaminated or hollow areas of the existing finish were removed. Once the surface removal was complete, we were able to prep around all of the features in each entry, including fountainheads, spray jets and water feature support poles. To do this, a grove or channel was chipped around the perimeter of each piece. An angle grinder helped smooth and unify the perimeter channel—a critical step because it enables the new material to be brought flush with the existing fixtures, without any bulges or bumps that detract from the overall finished project. After completing the cutting, chipping and grinding, the area was swept and washed with a cleanser to remove all dust from the now prepped beach entry. Then the installation team began the layout of the entryways. The smaller entry was a breeze, since the finish would be uniform throughout. Also, the end of renovation area made a natural border for the new finish. The family pool was more complex because of the multicolored wave layout selected by the board of directors. Strips of homosote board were secured to the structure to create the seven different wave sections. As with most great designs, some changes were necessary once the layout was complete. The layout was done, and the client was happy. It was time to install the surface. At the family pool, we installed the background color first. The team then moved to the second pool to install the entire surface at

24 Aquatic Leader Magazine FALL 2012

“

THE RENOVATION PROCESS WENT QUICKLY. THE DESIGN LAYOUT, WITH ALL THE VIBRANT COLORS SURROUNDING OUR MANY WATER FEATURES, REALLY GAVE THE POOL A MUCH NEEDED FACE LIFT!

”

- Kerry Schmitz, Community Manager

one time. Even with a weather delay, we were able to complete the decorative waves on the family pool in two days. Within hours after cleaning the job site, the surface was firm to touch, but it needed to cure for three days before the pool could be filled with water. With a project this beautiful, it was challenging to wait! Still, we had more to do. With the pool drained, we suggested a fresh coat of paint for the water features in the family pool. The board of directors agreed, so we coated the features with marinegrade fiberglass paint and sealer. Once all the elements were in place, both pools were filled and readied for the community. Kerry Schmitz, the property's commu-

nity manager, praised a job well done: “The renovation process went quickly. The design layout, with all the vibrant colors surrounding our many water features, really gave the pool a much needed face lift! It was fun to see the patrons' faces on opening day—some stopped while walking into the pool, took off their flip flops and put their feet in to feel the new surface. The children really enjoy sitting on the soft surface and playing under the fountains. Needless to say, our board members are pleased with the refreshed pool entrances and we continue to receive positive feedback!” Good communication and close collaboration allowed us to fully understand our client’s complete vision for the community. In turn, we were able to deliver what we promised: two new beach entries that fit the community’s needs and looked as if they had been there all along.

FALL 2012 Aquatic Leader Magazine 25

Interview | Client Spotlight

CLIENT

SPOTLIGHT

Timothy J. Fine, executive vice president of the Charles H. Greenthal Management Corp. Interviews and insight from seasoned property managers, board members, commercial pool owners and more.

Interview by Mitchell Friedlander

From managing properties to negotiating landlord/tenant relations, Timothy J. Fine wears many hats. But with 35 years of experience as a real estate professional, Fine is well suited for his role as executive vice president at Charles H. Greenthal Management Corp. One of the oldest and largest privately-owned residential management firms in the New York metropolitan area, the company manages more than 175 buildings and more than 25,000 units in a tough market. As a residential property management specialist, Fine manages a select portfolio of cooperative and condominium properties. Recently, I sat down with Fine to ask about his work in property management and what his company looks for in contractors and subcontractors.

How has your organization maintained a premier position in the property management industry for more than 50 years? The key is dedication to service. We do very little advertising, depending instead on positive referrals from our current clients. Every individual we meet must have a positive experience. The owners of Greenthal emphasize that we’re a family business and all of our team members are taught to treat our clients with respect and personal care. As a customer-focused management company, what tools, systems or benchmarks do you use to secure success? Of course we use all of the information technology solutions available today, with a particular emphasis on financial reporting and customization. But in our business, we still rely upon one-to-one communication. I like to surprise our clients by responding faster than they expect. Customized financial reporting allows us to deliver information in a usable format that helps board members make sound, data-based

26 Aquatic Leader Magazine FALL 2012

decisions. Our team keeps a close eye on new technology, giving clients a better customer experience, and our smart phones expedite customer service. How do you define or measure success in the property management industry? Economics are important. But longevity is another good measure. Many of our clients have been with us for more than 20 years, which in today’s environment is unusual. What are the unique challenges of New York City property management? Our business requires a high level of diplomacy and the ability to defuse confrontations. When clients are loaded for bear at the beginning of a call, it’s important to end the conversation with an upbeat, positive attitude. On a practical level, New York is a big wonderful city with an ever-growing list of local law management issues. Therefore, we have to diarize code compliance and work closely and intensively with the consultants and contractors we use.

What industry trends have required your organization to adapt? The industry is more market-value driven than ever before. Our mission is to protect and maximize value by paying attention to the infrastructure and the individuals involved in every level of operations. A well-managed building enhances both quality of life and market value. After all, this is a business that manages homes, which requires sensitivity. What is the vetting process for a contractor or subcontractor at your organization? Because we value longevity, we like to know how long the company has been providing service and when the business was formed. Of course, we check both bank and trade references and look at prior performance benchmarks as well as surety bond limits. We require two references from current clients and two references from past clients. Each of these references must be for a major project and include the client’s name, address and telephone number, along with the type and location of the project. When choosing a contractor to manage a pool or spa facility, what are the top three characteristics or capabilities you look for in a service provider? Reliability, price and responsiveness are all critical attributes. Contractors are evaluated on their ability to respond in real time. Good communication skills and systems— both oral and written—are also important, and of course our contractors must have superior technical abilities with the capacity to resolve issues that come up. We like to think that companies that perform at this level become part of the Greenthal family. Interested in being featured in a Client Spotlight interview? Visit americanpool.com/clientspotlight to throw your hat in the ring.

Industry Update

The following updates have been issued.

Mandatory AEDs

ADA Lift Update

Beginning July 3, 2012 all public and

The Department of Justice has determined that

semi-public pools in Anne Arundel County, Maryland must have

lifts must be available at each pool at all times that the facility is open to the public.

an automated external defibrillator (AED) on site as standard poolside equipment.

In addition, only “fixed” lifts are acceptable, unless an owner can demonstrate that installing such a lift is not readily achievable. In that case, a por-

Be aware that this trend may

NEW

begin to

table lift is allowed as long as the lift is securely in place during all operating hours. This requires a locking mechanism to attach the lift to the deck.

spread into

For pools owned by state and local governments,

other ju-

sharing lifts between two pools is not allowed,

risdictions.

unless the entity can show an “undue burden.”

ADA COMPLIANCE DATE:

Ask your

Pool owners and managers have been given ad-

JANUARY 31, 2013

local pool

ditional time to meet Americans with Disability

professional about your options.

Act requirements for pools and spas. Pool owners and managers now have until January 31, 2013 to bring facilities up to code.

Photography provided by Rescue One Training for Life Inc. and Spectrum Aquatics

Measuring Up | Feature

How Net Promoter helps businesses live up to customer expectations

appy customer, happy company, right? Well almost. As any profitable business owner can tell you, monitoring customer satisfaction can be easier said than done. While a good business strives to place customers’ needs and wants first, sometimes this noble goal is not so front and center. Developing internal efficiencies that make employees’ jobs easier and save money is important, but it can often divert attention from customer service. In fact, many companies find themselves in this dilemma: managing customer satisfaction with other good business practices. Still the balance between running an efficient business and building a happy customer base is critical. In fact, customer loyalty can drive business success. That’s where the Net Promoter System comes into play. NPS is a process that measures the customer-business relationship. Based on referral economics—the theory that companies will thrive when happy customers organically promote them—NPS encourages long-term, profitable growth. And it does this through tools that put the customer experience at the center of business decisions. The Net Promoter System starts by monitoring customer satisfaction, which is translated to a clearly-defined customer loyalty score. By including the score among other more traditional measurements—like balance sheets and income statements—company leaders can be assured that customers are at the core of the decision-making process. Created in 2003 by Satmetrix, a customerservice software company, the NPS philosophy

28 Aquatic Leader Magazine FALL 2012

By Roger Thompson

and tools have been adopted by some of the biggest companies in the country, including Symantec and Experian. But the program is also effective in smaller offices.

Putting NPS to Work

How is the Net Promoter Score calculated? Each customer falls into one of three categories: promoters, passives and detractors. Promoters are loyal and vocal, continuing to purchase a company’s products and refer others as well. Passives are happy with a company but unlikely to refer. They can also be vulnerable to the offerings of a competitive company. Finally, detractors are unhappy customers. Through negative word of mouth, they can damage a company’s brand and squash growth. One simple question can determine whether a customer is a promoter, passive or detractor: “How likely is it that you would recommend us to a friend or colleague?” Customers are asked to respond on a 0 to 10-point scale. A score of 9 to 10 represents a promoter, 7 to 8 is a passive and a detractor's score is 0 to 6. A company’s total NPS score is calculated just as easily: subtract the percent of detractors from the percent of promoters. A negative score indicates a company with more detractors than promoters, while a positive score shows more promoters than detractors. In turn, a high score represents a happy customer base, while a low score is a sign that customers are dissatisfied. But using the survey and calculating the score is not enough. Successful businesses also depend on a closed-loop system within their

GETTING FEEDBACK

WITH NET PROMOTER Customers are asked to respond on a 0 to 10-point scale. A score of 9 to 10 represents a promoter, 7 to 8 is a passive and a detractor's score is 0 to 6. What kind of responses can you expect from a Net Promoter System survey? Take a look at these examples—from the good to the not so great.

Very responsive to any calls we make. We set up a schedule at the beginning of the pool season of when we required them to come for things at the property and they have stuck to the schedule thus far.

Customer Experience: Received a phone call in less than 14 hours from survey completion. A meeting was also set up to rate lifeguard staff at the facility so that it was further understood what staff fit the community’s needs best.

Customer Experience: Received phone call within 24 hours of the completed survey.

Operational Change: Examine lifeguard training program in regards to pool operations.

Operational Change: Focus on implementing permanent schedules that can be published in advance and shared with clients.

I had a pipe burst by the pool and the lifeguard did not come and tell me. I had to find out from a resident who came to complain that there were kids in the pool, a pipe burst and it was dirty. This past weekend, I had a resident get cut on the ladder and when I sent my maintenance supervisor down there on Monday, he pulled the ladder out and four of the rungs were missing. The lifeguard should have noticed that. They said they will come down and replace the ladder. The lifeguard shows up not dressed for work as a lifeguard.

While I find my contacts at the company to be responsive to issues and motivated to correct any issues, we have had numerous problems with our lifeguard staff, and our expectations of their duties and capabilities at our pool. There have been problems with the mechanics of our pool operations because of inexperience of the lifeguards on duty. While the company has always taken immediate action to correct any problems, some of these issues have resulted in our pool being shut down for hours at a time—to the dissatisfaction of the residents whose condo fees are paying for the management contract.

Customer Experience: Phone call in less than five hours, ladder was replaced; lifeguard had a warning previously and was removed from that position. Operational Change: Additional safety and operational training for the lifeguard and improved training on customer service best practices.

company structure, ensuring that feedback is responded to and problems are resolved in a timely manner. Asking for feedback and not responding can create even more detractors, while the right reply can turn a passive customer into a promoter. In other words, NPS should be part of a company’s overall decision-making process. It is critical to analyze the verbatim responses and categorize them into something meaningful. Successful companies use NPS to help shape their strategic decision-making, including purchasing and hiring decisions. To better implement this process, Satmetrix offers software and business processes that deliver real-time information from customers to employees. In addition, the system can be bulked up with statistical analysis products, including benchmark reports that offer information for a variety of industries that use NPS.

Reaping the Benefits

Using the NPS methodology signals to customers a commitment to customer service and the customer experience. But it’s the customer feedback that can transform a company. For example, if customers report dissatisfaction with response time, the company can investigate and discover the reasons employees are not reacting quickly when a client calls. In turn, new systems can be developed to prevent slow response times. One of the unintended but very positive changes is company culture. Because NPS measures what matters, employees respond well to the process. Suddenly the company is focused on replying to feedback and solving problems, rather than trying to figure out what customers want. And of course the customer benefits as well. The surveys take only 100 seconds to complete, encouraging 100 percent participation. At the same time, customers feel that their concerns have been heard, and in most cases, these concerns can be addressed effectively. Measuring customer satisfaction is only one tool for good business. But as successful companies have demonstrated, it can be quite impactful. The Net Promoter System helps companies put the customer first, while maintaining and nurturing other important business practices.

FALL 2012 Aquatic Leader Magazine 29

Reflections | New York

Reflections / New York By Sean Johnson

Our hard-working team

Involved with th e Boy

Scouts

Team-building trips

Images courtesy of American Pool Management

30 Aquatic Leader Magazine FALL 2012

s a kid growing up in the Bronx in the late 1980s and early 1990s, I avoided birthday pool parties like the plague. Not only was I unable to swim, but I had a terrible fear of the water. I found every excuse not to go in the pool. That all ended when I was 13 years old. That summer, the older Boy Scouts in my troop decided it was time for me to learn to swim, so they took me down to Crystal Lake and threw me into the deep water. As I sputtered and spat and stayed afloat, my fear was nearly washed away by the cool lake water. Those few moments of terror paid off. It took a record 15 tries to pass the deep-water swimmers’ test that summer, but I was hooked. That winter, an indoor pool operated by the Scouts in Rye, New York became my second home. I learned and practiced the rest of my strokes, slowly becoming a better, more confident swimmer. The following summer, I took my first lifeguarding course at camp. I had come a long way. Since that first plunge in the water at Boy Scout Camp, I have come to love the water and love working in the pool industry. I took my first paid lifeguarding job with a local pool management company when I was a junior in high school. And in 2001, I joined the inaugural American Pool team in the suburbs of New York City, serving as an area supervisor of 10 local pools in the Westchester County area. That pool season was anything but easy. Our company was new to the New York region, with no existing pool management companies in most parts of our service area. We had a lot of work to do, so the following few seasons I brought in some friends and relatives—all with lifeguarding experience—to work as supervisors, regional managers and staffing directors. With a newly bolstered team, everything gelled. I was promoted to Vice President in 2003 and President in 2007. We doubled the size of the business, opening a separate division in Manhattan in 2010. Today, we operate 185 different lifeguarded facilities in New York City proper, its suburbs and Western Connecticut. And we hire more than 750 lifeguards each summer, a monumental undertaking, made possible by the dedication and hard work of the entire team. We are now the largest swimming pool management company in the Northeast, with some of the best customer service scores in our family of companies. Our construction department made notable increases in revenue over the past several years, completing large-scale renovations along with smaller pool installations. Our core management service continues to improve and grow in size and reputation, now managing the aquatic facilities of some of the area’s most prestigious country clubs. Even with this tremendous growth, I remain dedicated to my roots. I am a volunteer leader with Troop 145 in the Bronx—the very same troop that pushed me in the water almost 20 years ago. I treasure the summer trips to Camp Aquehonga with the troop, where I serve as a rifle and shotgun instructor. In fact, some of the Scouts I mentor have become my lifeguards or area supervisors. Over the last 12 years, we have provided summer employment for more than 5,000 young people in and around the New York City area, many of whom I still stay in touch with today. It’s encouraging to know that their experience as lifeguards for our organization has helped them further their careers as professionals—their stories sound a lot like mine.

Sean Johnson President American Pool Management | New York

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Trained, friendly and responsible — lifeguards have always been key to any poolside experience. Guard for Life recruits top lifeguards and matches them to your community. We like when everyone is happy, and these lifeguards from American Pool Management in New York are just that — happy and ready to help. Photograph taken at the Montammy Golf Club, www.montammy.com.

Scan the QR code above to read our magazine online. For more information on Aquatic Leader Magazine™ or to sign-up for magazine updates visit americanpool.com/aquaticleader.

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32 Aquatic Leader Magazine FALL 2012

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