AQUA National Trade Magazine by Master Pool Builders Association Australia

EDITION 5: SEPTEMBER 2021

THE OFFICIAL TRADE MAGAZINE FOR THE POOL & SPA INDUSTRY

For the industry, by the industry

IN THIS ISSUE: SPASAVIC is now Master Pool Builders Association Australia Interviews with: Andrew Pullen, Vortex Leisure Rachael Pritz, RB Retail & Service Software Solutions James Lascelles, OFTB Andrew Whyte, Whyte Gardens

At Spa Electrics ‘Your Pool Lights, are Our Business’.

For the industry, by the industry

Contents Enduring Quality, Chris Samatzis, Master Pool Builders Association Australia...............................................5 Doubling Down on our Commitment to a Carbon Positive Business, Andrew Pullen, Vortex Leisure..................................................................................................... 8 What’s New in Pool Design, James Lascelles, OFTB..................................................................................................................12 The Lo-Down on Lo-Chlor Chemicals, with Paul Simons and Jeff Feldman.......................................................................................... 16 Spotlight on Awards of Excellence Judge, Georgia Harper........................................... 20 The message to NSW Developers & Builders is... ...............................................................23 The state of the pool and spa market in the USA, Rachael Pritz, RB Retail & Service Software Solutions......................................................24

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Clearwater Acrylic, Providing Innovative Design & Seamless Construction.............29 How Beautiful Backyards are making us Happier, Andrew Whyte, Whyte Gardens............................................................................................... 30 Pool Angel.........................................................................................................................................32 MPBAA Training & Events.............................................................................................................35

Published by Master Pool Builders Association Australia September 2021 Contact: Chris Samartzis Chief Executive Officer ABN 66 076 867 091 Reproduction of the contents of this magazine is strictly forbidden unless approved in writing by Master Pool Builders Association Australia.

The material contained in this publication has been compiled by Master Pool Builders Association Australia (MPBAA) for the benefit of its readers. MPBAA does not warrant or represent that the material is free from errors or omission, or that it is exhaustive. The material is provided without MPBAA assuming a duty of care to readers. MPBAA is not in the business of providing professional advice and gives no warranty, guarantee or representation about the accuracy, reliability or timeliness or otherwise, of the information contained in this publication. MPBAA disclaims, to the full extent permitted by law, all warranties, representations or endorsements, express or implied, with regard to the material including but not limited to, all implied warranties of merchantability, fitness for a particular purpose, or non-infringement. The material is made available on the understanding that MPBAA and its employees and agents shall have no liability (including but not limited to liability by reason of negligence) to readers for any loss, damage, cost or expense whether direct, indirect, consequential or special incurred by, or arising by reason of, any person using or relying on the material and whether caused by reason of any error, omission or misrepresentation in the material or otherwise. Readers of this publication are responsible for making their own assessment of the material and should verify all relevant representations, statements and information with their own professional advisers.

AQUA MAGAZINE | EDITION 5 - SEPTEMBER 2021

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Enduring Quality Chris Samartzis CEO – Master Pool Builders Association Australia

Welcome to the spring edition of AQUA Magazine. In this issue we are excited to launch our new brand - Master Pool Builders Association Australia. With NSW and Victoria gripped by lockdowns, consumers (now more than ever) are looking for a trusted and respected brand to connect with as they embrace their love affair with the Australian backyard pool and spa. After a range of feedback from our member base, it came to our attention that the vetting process used by SPASAVIC for several decades had come under threat. We commissioned a range of consultants to look at our industry in-depth and the feedback amongst industry members was for a focused association that elevates and differentiates itself with purpose and conviction. There was clear demand for a brand that exerts leadership, advocacy, and confidence for all participants in the swimming pool and spa industry. One of the clear takeaways was that consumers want to feel like they are in control. They need to see with clarity how using your product or service will provide them with the aspirational view of success and status that they desire. In short, our consumers need and want a high degree of confidence when dealing with builders and our organisation has led the way through various platforms to deliver on that consumer promise for 60 years. The long-term viability of our industry as professional and masterful trades who can deliver this integrity, trust and enduring quality is of paramount importance to our model of trust and connection with our consumers going forward.

To ensure only the most ethical and professional pool builders and associates continue to carry our logo - organisations who commit to the vision and values of our brand - differentiating ourselves was seen as the only way to combat the perceived dilution of the SPASA name. Master Pool Builders Association Australia has been 18 months in the making and we know that pool builders and associates across Australia will embrace this pivot towards meeting consumer expectations.

We are excited to launch the Master Pool Builders Association Australia brand.

From SPAV to CASPA to SPASA and more recently SPASAVIC, the time has arrived to move the organisation up a level to become the Master Pool Builders Association Australia (MPBAA). Nobody understands the consumer model better than us, and our legacy of trust and engagement with the consumer has never been more important to the sustainability and growth of the pool and spa industry.

AQUA MAGAZINE | EDITION 4 - SEPTEMBER 2021

Enduring Quality (continued)

We were founded by a group of dedicated industry members who recognised the need to raise standards within our industry. Today, some 60 years later, it is these standards now that need to be re-embedded within our brand to distinguish ourselves as the home of the highest calibre Pool Builders, Retailers, Technicians, and industry members. The Swimming Pool and Spa Association of Victoria (SPASAVIC) has undergone several name changes throughout the years but remains the peak body of the pool and spa industry for others to follow. Many have adopted our initiatives over the years, and we continue to innovate and lead where needed. Our Master Pool Builder members want to be recognised nationally for their outstanding craftsmanship, innovation, and professionalism. The MPBAA will facilitate a new standard across Australia, with higher levels of entry that the Australian consumer can trust implicitly and that the member can be immensely proud of. As a member of MPBAA you will be a beacon for professionalism, ethical behaviour, enduring quality and commitment to customer service above and beyond the ordinary. Simply put, the MPBAA will become a family of craftsmen and women, supporting each other to push the boundaries of pool & spa design, construction, retail offerings and customer service excellence. This development will help cement, within the consumers mind, those pool builders, retailers, technicians, and associates who belong to this elite organisation and who have proven themselves via our rigorous process of vetting new and existing entrants to our industry. We ask all members and the industry at large to embrace the new brand with pride and passion as we move to capture the growth of the backyard revolution. We are excited to differentiate ourselves in a way where there is no doubt as to what constitutes a professional and ethical pool & spa builder, retailer, technician, or associate within our industry.

In our 60th year of existence, where we have evolved over the decades, we now move and evolve further to represent the need for a focused professional body that delivers to our growing family of builders and associates.

We stand for enduring quality of life, character, workmanship, product and service. The pool is a part of the core fabric of Australia, a place of connection and a symbol of progress over generations. For 60 years, our association has built a legacy of enduring quality, sustaining, and celebrating Australia’s innate connection to, and love of, the pool. We are both a facilitator for our country’s aspired outdoor lifestyle and vital regulator for industry excellence. An Australian Master Pool Builder embraces quality in all aspects of their business. They take pride not only in their workmanship but in their values of integrity, ingenuity, and mastery. Our members represent the best and most respected professionals in the industry. Together we commit to delivering inspired, quality pool and spa solutions that bring Australian families enjoyment, connection, and wellbeing for years to come. That is what enduring quality means to us. The Master Pool Builders Association Australia will be the new gold standard that protects everything that we have built together over six decades for our great industry. When it comes to all things swimming pool and spa, make sure you choose a Master Pool Builder Association Australia member.

Our vision Leading voice for the pool industry in Australia We are the go-to voice representing the industry - a recognised advocate for our country’s aspired outdoor lifestyle and leading source for industry standards of excellence.

Facilitating enduring quality through innovation, education, advice and community We rally behind the pool and spa industry, using our experience and ingenuity to stand up for enduring quality and progress for the industry. Our commitment to quality spans lifestyle, business, product, people and service.

Elevating ethical behaviour and standards We strive for continuous improvement to elevate ethics and standards in the industry. The Australian ‘Master Pool Builder’ is recognised as synonymous with quality, integrity and excellence.

Our Values Act with Integrity

Continuously Improve

We do what we say we’re going to do. We are honest and transparent. We stand for what is just and right and hold ourselves to a high level of ethical standards.

We embrace change and seek to continuously improve our service and solutions offered by the industry.

Build Community

Insist on Quality

We work with the industry, our members and the community toward common goals and values; meaningful collaboration and mutual support is central to our mission.

Quality for us means maintaining rigorous standards for our work and the work of our industry. We care about providing excellent solutions and customer service for our members and the community.

Model Leadership We lead by example ensuring our actions match our values and vision for our organisation and the future of the industry.

Pursue Balance Like the pool, it’s the balance of freedom and rules that guarantee a great experience for all. We strive to bring balance to the lives and work of our team, our members and Australian families. In the long-run, balance ensures sustainability.

Brand Attributes that differentiate our brand and define who we are Enterprising & Forward-Thinking

Enduring Quality

We develop and provide a variety of tailored ‘Mastery’ offerings, which are valuable and specifically relevant to pool builders and our associates

•

We are advocates for quality in all aspects - From quality workmanship and integrity in the industry to quality of life for Australian families – this is what the pool symbolises and why we exist

•

We are an enduring organisation having been around since 1961

•

Advocate for the best in the industry and the best for the industry

We adapt and evolve to help Australia and the pool industry continue to thrive into a new future.

Exclusive / High Standards •

We are for the best in the industry

•

Committed to maintaining a higher standard of governance for our members

•

All our members go through a rigorous vetting process and are peer-reviewed to be accepted Members undertake continuous education and meet industry standards and compliance Like the pool, it’s the balance of freedom and rules that guarantee a great experience for all

Builders for Builders •

Our team is comprised of pool builders, and we lean on their expertise to engage, consult and mentor our members

•

Share meaningful insight and expertise

True Partners •

We work alongside our members and their businesses, our industry, and Australian families to facilitate growth

•

Our collaborative nature and drive for improvement motivates us to support, connect and advocate for our members and community

We ask all members and the industry at large to embrace the new brand with pride and passion as we move to a new paradigm shift where we will continue to capture the growth of the backyard revolution. We are excited to differentiate ourselves so there is no doubt as to what constitutes a professional and ethical pool builder or associate within our industry.

AQUA MAGAZINE | EDITION 4 - SEPTEMBER 2021

Doubling down on our commitment to a carbon positive business - Andrew Pullen, CEO Vortex Leisure, owners of Spa World

What are the challenges of being a supplier? We’ve got the retail side of our business, which is Spa World, and we’ve got the product side which is Vortex and Fisher. We distribute Vortex and Fisher products to around 20 countries around the world, right through Europe, Scandinavia, the UK, Canada and North America.

Could you give AQUA readers a brief overview of the history of Spa World? The current owners have owned the business for twelve years. Over that time, Spa World has gone from a small regional spa retail group to the largest spa retailer in the world by revenue – according to two of our American suppliers who know the industry worldwide. So it has been quite a journey and that has most recently been amplified by the impact of COVID as the whole industry world-wide has benefitted by it also. So Spa World has a total of 15 stores across Australia and New Zealand, in all the capital cities of Australia except Darwin. In New Zealand, we are in Auckland, Christchurch and Nelson. We have plans to open another five stores over the next couple of years, so we are expanding. Total team size in our retail distribution business is 87 staff, spread across four countries – Australia, New Zealand, Canada and China. We own all of our stores except for two in Tasmania that are run by a licensee. We are truly integrated vertically in that we control our factory in China which is run on a joint venture basis. We own all our own retail stores, so we import products and sell them through our retail stores. We service clients through our spa store online parts and consumables business post-sales. Many of our clients have been dealing with us for more than a decade.

The Spa World brand has been around for thirty-five years, but our growth has come primarily over the past twelve years under the current ownership structure. In that time, we have grown by a factor of ten and that trajectory is showing no signs of slowing down.

And how about your journey within the pool & spa industry? I always say that I started in the industry in 1979 when my parents became one of the first retailers of Hot Springs Spas in New Zealand. They had a spa business based in West Auckland called Hot Spot. I was nine at the time, so right through my teems, my after school job was installing spas and vinyl-lined swimming pools. I was involved in pools and spa from a very young. I then went and did an ‘Overseas Experience’ and came back to New Zealand in the mid-nineties and was involved with a company called 4 Seasons Home and Leisure, which still exists today. I became the General Manager of that business in the year 2000. We originally sold LA Spas out of the US through 4 Seasons, then moved into spa manufacturing through the early 2000’s. I then got into the sauna business for a couple of years, then came back into the spa industry with Monarch spas, then Spa World. In 2009, I became the General Manager of Spa World, then the CEO of the parent company Vortex Leisure in 2015.

At the moment, absolutely! We follow the supply chain that starts with raw material production. The demand for spas has more than doubled in the past year and that puts tremendous pressure on the raw material suppliers, because the spa industry is competing for raw materials with other producers of consumer and industrial goods. The boat manufacturing industry for instance is many times the size of the spa industry, and the spa industry has to compete for resins and other plastics products with the boating industry, amongst others. So we’ve got competition in our supply chain, we’ve got shipping problems from the raw materials supplier to the point of manufacture. For example, a big part of our manufacturing happens in China, but a number of the components are produced in America. So that product needs to be shipped from America across to China, and in some cases we have been air freighting raw materials to meet production demand. We’ve also got capacity issues at the point of manufacture, wherever that is in the world. So increasing the size of production facilities to accommodate the extra demand. There are also significant challenges with shipping the product from point of manufacture to point of sale. In our case, from either North America to Australia or New Zealand, or China to the rest of the world. Freight prices have increased six fold over the last year, so that has put real pressure on pricing. We have seen a lift in prices across the industry by 5-10%.

And one of the biggest challenges is predicting how long all of this is going to last, because you don’t want to go and make a capital investment on creating new production capacity – as we are doing – only to have that come online at a time when demand starts dropping. So a big part of what we, as an industry, are looking at at the moment is how do we extend this rainbow that we are all experiencing once borders open up again. We have a number of strategies in place around that, some commercially sensitive and some already released, but we are racing the vaccine, because my view is that once everyone is vaccinated and travel gets back to normal, it will be good for some people but not necessarily for the spa industry! So we are predicting that things will start to cool off within the year, however we don’t think that things will go completely back to normal because there a such a lot of people out there now enjoying their spa pools and success brings success in that regard. When someone gets a new spa, they generally invite friends and family members over to try it out, then those people say ‘we should get one too’. We’re seeing a lot of referral business right now as more and more people understand the benefits of spa ownership.

What opportunities are there currently in the marketplace?

Interview - Andrew Pullen

One is that swimspas are becoming a much bigger percentage of our market. In some months, our swimspa revenue exceeds our portable spa revenue. As block sizes get smaller and temperatures get hotter, we’re seeing a move away from the traditional swimming pool towards a more compact swimspa. That’s the trend that we’re seeing, and it’s really starting to accelerate in the US. Australia really pioneered swimspas in a big way. The Australian market for swimspas really grew before other markets, but now other markets around the world are picking up. We are definitely seeing an increase in demand world-wide.

AQUA MAGAZINE | EDITION 5 - SEPTEMBER 2021

Doubling down on our commitment to a carbon positive business continued from previous page

We’ve also seen more sales through larger retail groups, and not the tradition mum and dad network. When I came into the industry 15 years ago, the bulk of spas was sold by small, independently owned retailers. And that is less and less the case today. There are more larger players coming into the market such as ourselves, the Costco’s, the Bunnings, the Poolwerx Group in the US, Home Depot and Bauhaus in Europe. I think there is a trend away from the small, independent operators. The other thing we are seeing at the moment due to COVID is that the smaller guys are getting squeezed out of supply. We are approached almost daily by small retailers that can’t get supply, but we just can’t help them because we are struggling to keep up with the demand through our own networks, let alone adding new retailers right now. Although there is opportunity due to the demand, there are supply constraints. It’s a really bad time to get into the spa industry right now unless you are already established. We’ve known of a couple of importers go to new factories in China because they are so desperate for supply, without doing adequate due diligence on them. And we’ve seen some very poor quality product come into the market in Australia and New Zealand of late, and that is a real risk to the industry as a whole because it gives spas a bad name. I’ve seen some product on showroom floors that really took my breath away how bad it was, and I’m very concerned about that. One piece of advice I would give to AQUA readers - who are industry based – is that’s it’s hugely risky to get into bed with a new manufacturer without the ability to go and see the product first. The only major change we have made to manufacturing recently is about two years ago we partnered with Jacuzzi, but they are the largest manufacturer in the world. We visited their plant and did all of our due diligence. We’ve been very happy with the relationship. But outside of that, it would be very risky going to a supplier that you can’t even visit, as you just don’t know what you’re going to get or what might happen with their products down the track.

We survey every client post-sale about their experience and what we hear is that the biggest advantage of swimspa ownership is that it’s somewhere for the kids to play. I think a lot of people buy it with the view that they will exercise in it, but it’s just like buying a home treadmill that ends up in the spare bedroom. With swimspas, people may think they are buying it for exercise but actually it is just hugely entertaining for kids. They can literally play in it all day, and it has the flexibility of being able to be used for hydrotherapy spa pool as well. If I had to define the point of a swimspa, I’d say hydrotherapy, exercise and play. Two out of three of those reasons, traditional pools don’t offer. We just need to figure out as an industry how to make them look more attractive. I’m really excited about additional products that we can sell to compliment spas. I think shade solutions are quite exciting and that’s something we are looking into. Even once COVID goes away, I think there will still be a trend of more time spent at home. With temperatures rising, within two years the experts are saying that there will be several days each year in Sydney, Melbourne and Adelaide that temperatures will exceed 50 degrees. So having a place where you can relax and unwind outside without getting fried will be a definite trend. I’m really excited about that, and I’m also excited about more people being introduced to the concept of spas and how they can improve their health, wellbeing and happiness. It’s wonderful to work in an industry where you can be responsible for selling products that legitimately improve health, wellbeing and happiness.

How do you see the industry changing in the future? I think that we will continue to see a trend towards swimspas, but not at the sacrifice of portable spas. I jut think they will become more of a household item. I can see there will be consolidation of retail. With a move towards online marketing, a lot of the smaller players won’t be able to survive. There will either be a trend towards either independents coming together as a buying/ marketing group, or larger retail players getting into the industry. We are close to a $100 million business and we can afford to have our own dedicated marketing and customer care team that operates seven days a week, and these are things that the small retailers just can’t achieve.

What’s on the horizon for Spa World?? We are definitely looking at geographical expansion, so more Spa Worlds around Australia and New Zealand. But also stepping out into new markets with our Spa World retail brand. We’ve already got a joint venture going in Canada and we’ve opened a store in Vancouver. It’s amazing what you can achieve without travel. Two of our largest distributors I’ve only visited once, but I speak to them every second day. They are multimillion dollar accounts. I don’t think I am losing anything by not travelling there. We were the first spa business to become carbon neutral, so we are very aware of our carbon footprint, and spas are already quite carbon heavy, so if I can cut international air travel, it helps our cause. So I’m in no hurry to get back on a plane. When it comes to what does the future hold, I think that doubling down on our commitment to going from a low carbon business to a carbon positive business.

AQUA MAGAZINE | EDITION 5 - SEPTEMBER 2021

What’s new in pool design? James Lascelles Senior Landscape Architect, OFTB

What’s new in pool design? Pool design is ever-changing. From the traditional rectangular pools of the 1920s and 30s, to the kidney-shaped pools of the 1970’s and 80s. Today’s pool design is no exception. A few features stand out. New pool designs have become more sympathetic to the existing architecture of the house and surrounding gardens, picking up colour tones used elsewhere. This has led to a whole range of new pool tiles becoming available on the market, particularly preferencing the grey colour palette over traditional blue tiles. These range from dark charcoal to very pale grey. Designers and their clients have also begun to appreciate the water colour produced from various tile colours: white tiles will produce clear blue water, mid-grey tiles will produce a clean, turquoise-green water colour, and black tiles will reflect the landscape beyond the pool like a mirror. This brings something natural to the garden that a synthetic-coloured pool tile does not replicate. Equally important is the tile choice on the outside of the pool, particularly where the pool is raised out of ground and the exposed vertical side is clad in tiles. Large stone or porcelain tiles on the outside, with a subtle texture and small glittering glass mosaic tiles internally, help create the sense of something precious - like a jewellery box that is plain on the outside, but glittering internally. This looks great with lush planting in a garden bed along the front of the pool. The ‘beach entry’, or widened first step into a pool, has also grown in popularity in recent pool design. About 200mm deep, these are wide enough to lay down on or to place a couple of semi-submerged sun-loungers, which is perfect for those very hot days in Melbourne. They remind me of Melbourne’s Port Phillip Bay beaches where you can lay around quite comfortably in the shallow calm water.

What are consumers currently demanding? Much of the recent developments in pool design and their operation has been led by the savvy and well-informed consumer. Over recent years, consumers have been increasingly requested Dead Sea mineral salts to keep their pool water clean, whilst being gentler on the skin. The magnesium content is said to be therapeutic for various skin conditions such as eczema, and has a definite softer feel. In terms of heating, more clients are requesting electric heat pumps, which in combination with solar panels on their roof, provide a cheaper and more environmentally conscious method of heating their pool in the long term. With garden spaces getting smaller and smaller, clients are asking more of their pools. If the space is limited, a client may only have enough space for a spa or a smaller plunge pool. In this instance, they ask that the pool is deep enough to plunge in to in the hot summer months, but small enough to use as a spa, with jets and a good heater for the winter months. This gives them something beautiful to look at that can be used year-round. Tired of cleaning glass pool fencing, some clients are asking for alternatives. Upright steel tube pool fencing, or thin steel rods connected by a top bar, form an interesting, clean aesthetic that does not require the same maintenance as glass cleaning.

What types of pools are you designing for interstate and overseas builds? Recently I was appointed to work up a design for a small, high-end holiday resort in Vanuatu. It is a beautiful spot, with the beachfront accommodation spilling out on to the lawn overlooking the Pacific Ocean. The client requested a beautiful wet-edge pool and the design brief called for plenty of sun-lounging space on the deck to the side for the guests. The prize feature is unquestionably the wet-edge where, from the central pavilion building, the pool water slips over the edge, appearing to meet with the sea beyond. It is stunning! In addition to the design of this pool, we supplied the pool equipment needed for the build, having it shipped to Vanuatu for construction locally. OFTB has also designed a range of domestic and resort pools in the Philippines, Saudi Arabia, Kenya, Greece and South Africa. More locally, I was appointed to design a pool for an interstate client in Samford, Queensland. This client was open to us pushing the boundaries in terms of design, wanting something a bit more interesting than a standard, rectangular shaped pool. The pool design included a wet-edge, a ramped entry (rather than stairs), largeformat stone tiles cladded internally, and a row of trees that transect the pool into two separate areas. The finished pool is stunning, with the wet-edge overlooking the beautiful Samford Valley.

Recent build in Berwick, May 2021

Left: Small, high-end holiday resort in Vanuatu Below: Pool build in Samford, Queensland

How long have you been involved in the design of swimming pools and spas? My first experience with pool design was in London, where I spent my first 8 years working as a junior landscape architect. Several of our clients had requested a swimming pool as part of their design brief for their country estate/weekender properties in the home-counties an hour or so from London. These were fairly traditional pools, not necessarily pushing the envelope in terms of design. After arriving back in Melbourne in 2013, I was lucky enough to find that OFTB had a job opening and have been working with them ever since. I had known of OFTB since my university days, having had previous OFTB landscape architects coming in to RMIT, presenting some of their amazing awardwinning swimming pools to us that had been designed and built by the OFTB team.

What do you love about the pool and spa industry?

What is your hot tip for pools of the future?

The pool & spa industry in Melbourne has a fair amount of healthy competition amongst the SPASAVIC (now MPBAA) members which I love because it really helps to push good design to the forefront. This is evident with the high turn-out and quality of projects entered at SPASAVIC’s annual awards night. The members are very proud of what they have built and are keen to show off their projects and see what other members have been working on. It gives the members an insight into what others are building - their techniques, materials and design components.

Where space prevails, we may see more ramped entries into pools rather than traditional steps, which brings something new and playful. Like entering the sea, a gentle ramp down into the deeper water along one side of the pool provides a smoother transition in and out of the water, particularly if combined with a large format porcelain tile with a bit of textured grip underfoot.

I was fortunate enough to grow up with a pool in the 1980s (yes, it was kidney-shaped!) and I am definitely a pool person. I love the sun and swimming and it is a pleasure to work on designing pools. The movement of water and its sound brings so much to a garden space. As does the playful element – the sounds off in the distance of kids laughing and splashing about in a pool somewhere in the neighbourhood. I sometimes wonder whether I could go back to designing gardens without swimming pools! Would I continually struggle with thinking that there was just something missing? I find inspiration in the history of pool design and the culture that comes with it, including all the swimming pool paraphernalia – diving boards, pool ladders, inflatable toys, pool parties, swimwear, sun tan lotion … it’s a sexy industry! On a personal level, I love forming a bond with my clients with the common goal of a great result. Taking their brief and working up something that they are excited about, then watching the design come to life. It’s super satisfying at the completion of a project to stand back and look at the transformation, particularly when my clients are so proud of their new outdoor spaces.

On tiles lining the pool, I expect that there may be a move away from the standard 5cm ceramic pool tile to a larger stone or porcelain tile. While the small, traditional tiles are great, there are now plenty of other options out there: large porcelain tiles 600x1200 with a concrete or stone look which greatly reduces the visible grout lines and gives a more uniform look throughout. Alternatively, stone tiles such as Balinesestyle sukabami tiles may be used, which bring a tropical-looking tranquil, natural green colour to the pool water. Glass mosaic tiles can also add texture and reflect sunlight and although they have been around for a while, I can imagine that they will continue to be a great option because of their dazzling beauty. Finally, water features: if you have background noise such as the hum of heavy traffic, a water feature can help drown out the noise. These can be fabricated in a multitude of different shapes, colours and sizes and bring movement and playfulness to the overall scheme. And, for extra ambience in the evening, think about some sort of light-feature to a wall or fence behind the pool that may be reflected on the surface of the water like a mirror. Flat LED light panels, for example, can be installed flush with the wall surface and also fabricated in any shape or size.

AQUA MAGAZINE | EDITION 4 - SEPTEMBER 2021

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The Lo Down on Lo-Chlor Chemicals - with Paul Simons and Jeff Feldman

How did the company Lo-Chor originate? Jeff Feldman Lo-Chlor Chemicals began in 1979 and was the brainchild of the late Andrew Simons, who sadly passed away in 2006 at the age of 59. Andrew was one of the most well liked and respected members of the pool industry and his extensive knowledge was matched in kind by his modesty, thoughtfulness and generosity. He is still sorely missed by all those who had the privilege of knowing him and, in my case, having him as my friend.

Shortly after the business commenced operation, he invited me to join him, working out of Melbourne. 40 years later, I am still going! The company has continued to keep me on work experience as they still can’t quite make their mind up if I am suitable for the job!

It was a truly ground-breaking product when it was first introduced and something totally unheard of here, being an algaecide designed to kill and control algae for an extended period of time. It was the first long-life algaecide to enter the Australian pool market.

Andrew had a chemical background and as so often happens in life - circumstances allowed him to put all his years of study to a far different usage than he had originally planned through being a pharmacist. Andrew was asked one day if he could help solve a pool problem. Having enjoyed solving the problem using his chemical expertise, he decided that he would like to increase his knowledge of pools and spas and possibly find other ways to solve problems with them.

Initially, Andrew manufactured the algaecide in the garage of his home and he would then load up his car to visit pool shops to show them the benefits of putting it on their shelves for their customers.

His first discovery was that a copper base would create the most useful and efficient type of algaecide. From that single discovery, the company of Lo-Chlor Chemicals was born. Andrew and Jeany Simons Andrew and I had known each other socially through sport for a number of years and had built up a firm friendship during that period with him living in Sydney and me in Melbourne.

Lo-Chlor Pool Conditioner - his first innovation - is still being sold today and is still one of the company’s most popular products. The formulation is exactly the same as Andrew created 40 years ago and the only thing that has changed is the name, which is now Lo-Chlor Pool Algaecide.

How did the name Lo-Chlor come about? When we first brought out the Pool Conditioner, our main selling point to pool shops was that by using it, it would allow pool owners to use lower amounts of chlorine. In those days, chlorine was the main source of income for pool shops and the sole product that they were then recommending for algae. I can’t tell you how many shops we were kicked out of after using this sales pitch! However, we persevered and before long, the industry as a whole realised the many benefits of using a long-life algaecide in conjunction with a sanitising system.

‘...our main focus is the customer and ensuring they not only receive the best possible service but receive the best quality, training, education and of course the best product. This is why our slogan has always been… BECAUSE IT WORKS!’ - Paul Simons

From those humble beginnings in 1979, when Andrew commenced trading with just the one product in just the one size, we are proud to say that we have grown to be the largest manufacturer of speciality pool and spa Chemicals in the world. Our first factory was in Marrickville, and we are still located in the same area but now in a purpose built – and much larger – facility, where we manufacture and produce virtually all of our range of speciality chemicals. After servicing our customers in Europe direct from Australia for many years, in 2007 we decided to establish a European operation in the United Kingdom. This enabled us to provide a better service and faster delivery to Europe and strengthen our presence in the European market. We continue to service markets in the USA and New Zealand through distributors as well as exporting from here to a variety of other countries. The company is proudly Australian, with our ranges of both pool and spa specialty chemicals being Australian made. It is still owned by the Simons family with Andrew’s son Paul now steering the ship. Having been with the company since its inception, it gives me a great deal of satisfaction to see the way that it has progressed from its humble beginnings to where it is now.

Even though Lo-Chlor has grown in size, I would like to think that nothing has changed with regard to our attitude and gratitude towards every single customer that has made the decision to purchase any of our products. When we started, Andrew and I appreciated every single order that we received, from the single product that we initially had to offer and even though we now have a multiplicity of products to offer, we are still equally appreciative of every order. It’s just a shame that Andrew is no longer around to see the fruits of his endeavours.

What do you like most about the pool and spa industry? In one word, the simple answer is “people”. The people we deal with and the friendships and close relationships that have evolved as a result are what we like and value most. Over the many years that I have been involved with the company, I have acquired numerous long-standing bonds and friendships with both customers and other members of the industry. These are by far the most important and treasured memories that I will retain from my involvement. Even though it has progressed enormously over the years, I feel that, unlike many other industries, the pool and spa industry has managed to retain many old-fashioned, yet still important, values. Number one on this list is personal relationships: the relationship between the customer and supplier and the relationship between the pool shop and the pool owner.

To this day, we still both describe and treat our customers as you would a valued friend and we act towards them in exactly the same manner as one would do to any friend – by trying to help them as best we can. Providing our customers with old fashioned service and assistance - together with the quality of our products - was our aim at the inception of the business and over 40 years later, nothing has changed in this regard. This philosophy is put into practice on a daily basis by our sales team, most of whom have been with us for many years. They all regard their customers as friends rather than just someone with whom they are doing business with and their experience and knowledge also enables them to provide customers with technical support as well as retail and marketing advice. We always view our proposed relationships with customers as being long term and mutually beneficial and we find that, by having a good two way relationship with our customers, we are able to impart on them both knowledge and guidance that they can in-turn pass on to the consumer. We consider every customer to be an individual with individual needs and we therefore endevour to tailor assistance to suit singular needs rather than a standard format to suit everybody. continued next page...

AQUA MAGAZINE | EDITION 5 - SEPTEMBER 2021

The Lo Down on Lo- Chlor Chemicals - continued from previous page

How is business at the moment? Paul Simons: I’m Paul Simons and having left Jeff to write about the past, I’ll try and give you some of my thoughts about the present and future. Andrew was my father and sadly, as Jeff wrote, we lost him way too early, as he still had so much to offer the industry that he had been so highly regarded and respected in for so many wonderful years. It is with great honour and pride that I now run the family business and never a day goes by that I do not remind myself how lucky and fortunate I am to be able to be involved in this amazing company.

Paul Simons

Working with the likes of Jeff is an honour and a privilege (even if he is still on work experience!) and I cannot thank him enough for what he has done for the company and for me personally over the years.

What changes have you seen over the years? Jeff: Over the last 40 years, I have, of course, seen numerous changes and far too many for me to elaborate on in detail. Some, in my opinion, are good and some not so good. Technology has taken over many of the modes of operation in which businesses carry out their daily tasks and this has advanced the speed and precision of things such as Water Testing and the manner in which large groups of customers can be notified of information or marketing with just one email to cover them all. All of these things, plus of course mobile phones, have undoubtedly assisted the pool shops in their ability to provide faster service to their customers as well as keep in touch with them electronically, in very easy ways, as much as they choose to do so. However, in my opinion, these innovations have in many instances removed from pool shops their focus on the verbal dialogue that they pursue with customers, particularly whilst performing a water test.

In my mind, this is the ideal opportunity to build rapport with a customer as well as offer them verbally whatever advice and guidance they require. In the past, without the electronic aids available today, the only way to perform a water test was manually, and the only way to pass on advice on the results was verbally. So often I have seen shop customers hand in a water sample, to be left standing silent whilst the test is performed, and then be handed a print out with a few things highlighted for them to do – virtually no verbal communication. With all the advancements that have taken place, I think that there are some things that haven’t changed and shouldn’t be changed. There will never be a substitute for building a relationship with a customer and gaining their trust. This can only be done verbally, and I hope that this fact is never lost in our industry as it is one which has differentiated us over the years from so many other industries where speed is regarded as the priority rather than customer rapport, trust and building relationships.

Business is usually slow at this time of the year, but we are busy planning for next season as we feel it is going to be one of the busiest on record for a chemical company like Lo-Chlor. The last 18 months has seen a dramatic increase in new pools being built and pool renovations being completed, so there is going to be more demand for specialty chemicals than ever before. If we had to use one word to describe how business is now, it would be “challenging”. Obviously, the world we live in now is vastly different and the challenges with border closures, lockdowns and Covid related decisions by government have meant running a business like Lo-Chlor has become vastly different and we have had to adapt like many other businesses. The shortage of containers for shipping worldwide has seen import freight costs more than triple and it has become increasingly harder getting raw materials from other parts of the globe. Never before have we seen a shortage of supply like this, and the Northern Hemisphere’s consumption of raw materials (USA in particular) indicates we are in for a tougher time as we move into the next swim season.

What are the challenges of being an industry supplier? The challenges for our business come when we are forced to depend on other companies to complete the process from customer orders through to delivery. Freight is becoming increasingly difficult within Australia and finding a reliable freight company to deal with is increasingly hard. We do not use our own vehicles, so we have to rely on a third party. Our manufacturing processes have been streamlined over the years and we are more efficient than ever. We complete 100% of our orders on time and in full but then we place our faith in the hands of the freight companies. What used to take 3 days to deliver can now take up to 2 weeks in some instances.

Other challenges beyond the issues mentioned above come from the cost of manufacturing in Australia and being able to compete with the majority of our competitors who source their products solely from overseas. With that being said, people in our industry have the utmost respect for the fact that we are Australian made, Australian owned and we pride ourselves on looking after not only our staff, but our customers as well.

How has the COVID pandemic affected your business? To be honest, COVID has had a positive impact on our business. Pool chemical manufacturers like Lo-Chlor were deemed essential by the government 18 months ago so we were able to run our business as normal. Like many other companies, we have learnt that you can work remotely where need be, eliminate almost all travel and operate smarter and more sensible in the way you run your operations and staff. The biggest impact for us is the loss of faceto-face contact with our customers during the various lockdowns. Our business is built on relationships and the most important part of that is being able to sit down with clients and enjoy a chat, a cup of coffee and good company.

What does innovation look like at Lo-Chlor? Over time, Lo-Chlor has led the way in product development, unique problemsolving solutions and water management in a different way to its competition. Some of the products we have developed over the years have revolutionised pool water treatment and the way consumers maintain their pools in a healthier and more costeffective way. Looking into the future, we see this trend continuing. Lo-Chlor is constantly striving to find new ways to help pool owners maintain safe and healthy swimming environments while also enjoying therapeutic benefits in their bathing experience.

Innovation for Lo-Chlor is about fine-tuning water chemistry without complicating it for the end user. It is about targeting solutions that are more proactive than reactive and offering a continuous insurance policy for pool owners all year round. Maintaining a healthy pool environment has never been more important but for Lo-Chlor, it is about doing it with natural, non-toxic, healthier alternatives.

TA K E YO U R F I R S T S T E P D O W N Y O U R P A T H W AY T O A

natural spa experience

Where to from here for Lo-Chlor? When I look at the business and how it has developed over the years, I am so proud to be able to say we have stuck to the core values that Andrew instilled in so many of us all those years ago. Not only did he influence people within our company, but he also had a huge impact on all fields of the industry over the 30 years he was involved in the business. The future looks very much like the past. Our No.1 goal is to ensure that the people we work with not only respect those who work within our organisation, but to enjoy what they do, otherwise it is not worth getting out of bed in the morning. Above and beyond that, our main focus into the future is the customer. Making sure the customer - whether it be the pool owner, the service technician, the manager of the retail pool store or the owner of the business – are the top priority for everyone at Lo-Chlor. From the warehouse employees who pack and pick the orders, to the logistics and operations team, to the sales team and senior management - our main focus is the customer and ensuring they not only receive the best possible service but receive the best quality, training, education and of course the best product.

AU S S I E P O O

A SO L & SP

LUT

IONS

MAD

E IN A

USTRA

L I A F O R AU S T R A L I A

Visit the Iluka website www.ilukaseaminerals.com.au for details of Lo-Chlor’s NEW and EXCITING SEA MINERALS collection of SPA CHEMICALS which can offer spa owners an exhilarating and therapeutic NATURAL SPA EXPERIENCE. You’re also most welcome to ring either Paul (0414 363 061) or Jeff (0418 227 723) who would be delighted to hear from you and will organise for a member of the Lo-Chlor sales team to contact you and give you the opportunity to receive a “FREE” Iluka START UP KIT and CUSTOMER MARKETING MATERIAL if you are interested in stocking the collection.

This is why our slogan has always been… BECAUSE IT WORKS!

AQUA MAGAZINE | EDITION 5 - SEPTEMBER 2021

SPOTLIGHT ON: Awards of Excellence judge Georgia Harper Georgia Harper Landscape Designs

You didn’t start your career as a landscape designer: what was your original profession? I’ve been working in the Landscape Industry for 17 years now, but originally, I was a Marketing Strategist working for multinational companies on their strategic brand placement. At 30, I felt the need to move on from working in a corporate situation. My grandfather had a market garden, and I used to help when I was little and suspect that the knowledge and experience of that helped to drive the change in career path. I studied at Ryde in NSW, as I had already moved to Sydney for work and had started the course prior to leaving my job. Burnley Horticultural College didn’t offer design anymore in Melbourne, so I made the choice to stay in Sydney and complete my studies. As it was difficult to get started in the Landscaping industry, when I came back to Melbourne I worked in nurseries whilst building a client list.

How do your initial consultations progress? I have a 1 ½ hour meeting with the client, to obtain their brief and scope of the project. I then come back to them with an initial proposal. If a pool is part of the project, I get a pool builder or two involved early on to give the benefit of their experience. I like to work in a collaborative way with my clients. All jobs are very different; some are super bespoke; some are $30,000 some are $500,000. The process is to get to know the client and what they will like or not like and what will work or not work. They are engaging us as a guide to work them through the process. There is a lot of trust built through the design and execution process. My main objective is to ease them into the process so that they know what to expect when it comes to the construction side of things.

What are some of your proudest moments? Showing at Melbourne International Flower & Garden Show (MIFGS) is a pretty big achievement. Just getting a garden up to exhibit is wonderful in itself. So being there and receiving awards is quite a high point for me.

The things I’m really proudest of is not so much personal, but as President for the past 3 years and on the Board for 6 years of LVML (Landscaping Victoria Master Landscapers). Board appointments are for a maximum of 6 years and I will be finishing up in a few weeks - it has been fantastic to be part of the board and be part of the industry. Launching the Master Landscaping brand has been a real high point for me and something I pushed for very hard. Most challenging was getting through last year and re-working how we could interface with our members during Covid. We have worked very hard on getting support and information across to members in this new and always changing environment.

MPBAA (formerly SPASAVIC) asked you to be a judge for their Awards last year and again this year, how are you finding the judging process? The pool building industry is a world I work in a lot, but not exclusively. It is great to see the interesting things that MPBAA members are coming up with and how they are pushing the boundaries in both design and engineering. There is so much skill involved in the execution of the projects. The judging day is intense but also very enjoyable.

What are your tips for keeping sane in the Covid world we find ourselves in? Switch off all devices for 1 – 2 hours per day. I guess I’ve been trying to use it as a way to streamline how I do things. I’ve been able to tidy a few things up and chuck out the old and get in the new. Then I feel like I am doing something positive and it is something I have control over. That sort of work makes me feel like things are still moving forward. Personally, having time out and going for a walk. Being kind to yourself occasionally, everyone is having a rough time, but it doesn’t mean you are doing it any better than anyone else. Eat well and look after yourself. I try to call a couple of colleagues every week to see how they are going - we’re all in this weird situation together, and I intend keeping this going in my own practice moving forward.

Where to now? I have set myself a challenge to learn something new every year. I am starting a ceramics class in October. I find that I need something to do with my brain. I find it is really important when running a business to have an outlet, as working 48 hours a day is not realistic. If Covid has shown us anything it is that everything can change in an instant.

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The message to NSW Developers and Builders is..... become visibly trustworthy David Chandler, OAM, the NSW Building Commissioner published an article on LinkedIn in April 2021 with a very strong message. He writes: “Over the last two weeks we have presented to over 1000 NSW developers, constructors, certifiers, lawyers, insurers, financiers and consumers. It would be hard to imagine any in the industry missing our messaging. We want to get the industry’s customers confident to do business with the trusted players. We are working with a growing group of developers and builders who have had enough of unbranded players operating in the shadows, doing so much damage. That is not to say that everyone else doesn’t need to lift their game.”

This article can be viewed in full by visiting the following link:

https://www.linkedin. com/pulse/messagensw-developersbuilders-become-visiblydavid-chandler-oam/

Of the ~ 350 upcoming project completions, 29% of Class 2 buildings are being certified by the 6 most risky certifiers Rest Risk based

The key messages are; •

Developers are the people with most influence - they hire the designers, they appoint their builders and they appoint their certifiers. Developers are the single interface with the industry’s customers. They make the promise to deliver quality, compliant buildings

•

The NSW Building Regulator is now deploying powerful new digital and data analytics capabilities to proactively drive a more capable and compliant industry than ever before

•

The full kit of new regulations that underpin these changes will be in place by July 2021

•

The industry’s professional associations need to become professional and take a shared responsibility to ensure their members are capable, ethical and accountable

•

When all developers demand that designers and constructors use qualified practitioners the demand for good players will follow. If they continue to shop the lowest priced rogues who will only do what they can get away with, there will be consequences

•

The cost of doing it right, is way cheaper than the cost of doing it again, as a number of developers and constructors are now finding in NSW no apologies

i.e. ~100 projects

The article provides a glimpse into the future by providing some ide of what restored confidence looks like. David Chandler’s list is: •

NSW the preferred state for purchasers to invest in new apartment buildings

•

NSW regarded by financiers as a preferred market to finance new projects

•

NSW regarded as a preferred risk and insurable market by insurers

•

Branded developers in NSW regarded as preferred and trustworthy

•

Construct NSW to help facilitate plus 20,000 apartment starts from 2023

•

Change the public perception of our industry to attract tomorrow constructors.

The LinkedIn article provides links to the growing amount of resources to help industry and consumers. The OBC and regulatory teams are available to attend industry forums to engage with key stakeholders directly. They can share their work and answer questions.

The state of the pool & spa market in the USA - Rachael Pritz, Executive Director RB Retail & Service Software Solutions

What is the current state of the pool & spa market in the US? There is and has been an incredible demand for all things backyard living in 2021, which was a continuation of the demand in 2020. Unfortunately pool and spa retailers, service and construction professionals are dealing with product shortages and long lead times that make it challenging to keep their clients happy. But luckily there are many technological solutions that have been helping simplify business operations— from mobile applications, supplier and water testing integrations, e-commerce applications and even POS, CRM and online bill pay options that have really helped out the industry. In fact, this demand is also supplying invaluable potential business opportunity. With the demand surge in all things outdoor living, our industry has an opportunity to start harnessing valuable customer information that can be mined for use both this year and for many more years to come. We are working closely with our clients to ensure they are using the power of their CRM (customer relationship management) database to know what products their customers own and buy and what they don’t own and don’t buy. New opportunities are surfacing at an incredible rate. With sales still going strong at the end of the summer and into the fall, we are reminding our clients to be sure their CRM database is pulling customer information from POS transactions as well as from their water testing lab and their service and construction departments. Rather than be overwhelmed and rushed with all the demand, it’s important to set up protocols and remind staff to populate CRM databases with valuable customer profile information as they interact with clients for future business opportunities. It’s also a terrific way to develop more personal relationships with clients to help diffuse the frustrations that might come from longer than usual lead times and delays and shortages of products.

Knowing what products a customer owns (including brands and sizes), what they have purchased from you in the past and what their water testing results have been enables you to proactively run more effective, targeted sales campaigns and take advantage of new market opportunities.

How has the staycation theme played out post-COVID? As you probably know, the swimming pool and spa industry experienced the largest surge in demand in over 30 years because of COVID. Homeowners invested more money in their backyards than ever before. Many people invested the money they would have normally spent on travel vacations into their pools, spas, decks, patio furniture and more. And even as restrictions are lifted and the vaccine is largely available, homeowners still want to maximize their backyard investment and enjoy their at-home-staycation even more this year, and likely into 2022. It has been an incredible opportunity for pool professionals to connect with customers working at home - especially those with children doing distance learning from home - and many people are likely going to work from home even part-time in the future. These clients have turned their backyard into a long-term “stay-cation” investment. What we found is that this has generated an incredible demand and need for mobile technology platforms that can help pool and spa retailers to provide exceptional service efficiently, with less trips for customers to the physical store. In fact, many of our customers report they have expanded their custom base to areas beyond the previous radius around their retail store.

With so many new pool and spas installed in the past year, there has been an incredible surge in demand for service work for all those new pool and spa owners who need help maintaining their new pools and spas. As a result, having a mobile business software program that allows service technicians and retail staff to use their mobile devices in the field or from their home offices has been extremely valuable. Service technicians can view all scheduled pool opening jobs along with the customer’s equipment profile, job notes, directions and photos on file. A mobile business software solution should give you immediate access to all updates done at the office, or in this case, the home office, with constant updates on work done in the field and vice versa.

Can you give me a brief history of RB Retail and Service Solutions and when you entered the pool and spa industry personally? I worked in a pool and spa retail store in high school and college in Pittsburg called Valley Pools & Spas where I learned the ins and outs of daily operations in a typical pool and spa retail and service company. While there, the store’s owner, Corinne Kraft, partnered with a programmer, Rick Brunori, to develop business software for the company.

By the time I finished graduate school in 2002, Kraft and Brunori were launching a software company called RBCK Enterprises and they asked me to join them. The company launched in 2003 and today, that company is known as RB Retail & Service Solutions.

This is truly the only way to compete with big-box and online retailers who were rapidly stealing market share from smaller specialty retailers. The real challenge has always been at what point do specialty retailers take the plunge and set up powerful, integrated software solutions.

My experience doing software installations, support and training gave me a solid understanding of our market and customer needs. In 2006, I transitioned into sales and marketing for the company, followed by management of tech and sales teams in 2009, then became executive director in 2011.

RB Retail & Service solutions has been growing along with specialty retailers, incorporating specific needs and doing everything possible to make the transition easier, by making the software quickly integrate with vendors and existing manual systems of running a pool and spa retail, service and construction business. Our success has come from the fact that we understand and stay ahead of the needs of our industry—which is why we are the preferred software solution in our industry.

In 2012, the company was listed as one of the fastest-growing companies in Pittsburgh by the Pittsburgh Business Times. In recent years we have run several very successful business conferences for pool and spa professionals with the goal of keeping the industry at the forefront of business trends. We have partnered with many vendors in the industry to improve processes for the dealers using the software, which I believe has elevated our industry and enabled our specialty retailers to successfully compete against big-box stores. As of 2019, I transitioned to vice president and executive director of the company.

What changes have you seen over the years and what have been some of the challenges? Smaller retailers have had to rapidly change from manual systems to automated software systems to manage their business.

How do you see the industry pivoting and innovating in the future? The short answer is e-commerce. Even before the pandemic, consumers were doing more and more online shopping and the pool and spa industry is no exception. Many consumers agree that they are permanently shifting the way they purchase goods, and a digitized means of shopping will likely stick around long after the world has returned to a sense of normalcy. Pool and spa stores know that their customers want e-commerce because it is easier and can be done from the comfort of home. Unfortunately, many spa and pool businesses were not equipped for an online marketplace. Not having an online, e-commerce option for your clients is no longer an option in today’s competitive retail environment. continued next page...

AQUA MAGAZINE | EDITION 5 - SEPTEMBER 2021

The state of the pool & spa market in the USA continued from previous page

As retailers were forced to quickly create a contactless sales solution, there was an immediate need for e-commerce. Our customers asked us for a fast and easy e-commerce solution, so we rolled out a shopping cart feature for existing websites. The RB shopping cart is fully equipped for easy check-out and curbside pickup or delivery. It’s the perfect tool to make pool sales management easier and keep your spa and pool business afloat. One of the most important features in any e-commerce solution is the curbside pickup option. Curbside pickup allows your clients to easily and conveniently pick-up the products they want just outside the store. Part of the convenience comes from the fact that your clients can place their orders at any time from the convenience of their computer, tablet or mobile device 24/7. Therefore it’s very important for pool and spa retailers to have a convenient, easy to use ordering portal as a part of their website.

Credit cards should also be able to be easily processed on the e-commerce site directly through the business software system to eliminate mistakes and ensure the correct end-of-day tally. Business owners can make online sales seamless by using an online bill payment system that creates a reliable billing process to make it easier and more convenient for customers. Pool and hot tub service companies are investing in online bill pay systems, allowing them to send invoices via email and eliminate the costs of envelopes, stamps, labels, paper or printer ink. It can also save on labor by eliminating the time it takes for billing and collecting payments.

Improving one’s e-commerce store and digital marketing efforts will allow a business to provide customized offers to clients, knowing who bought what and when.

The trends emerging from our industry clearly show pool and spa professionals are embracing technology in order to thrive in a marketplace where there’s an even greater demand for products and services that enhance the backyard. And it’s important for everyone to remember that many of the new clients entering the marketplace are first-time pool and spa owners that are younger and who are comfortable with digital technology.

This type of information will be extremely helpful this coming season with supply chain shortages, back-orders and long lead times. Having a robust, integrated business software that integrates with a powerful online store, gives pool and hot tub professionals the ability to plan better and smooth out supply issues.

These first-time pool and spa owners are leading the way and driving the need for powerful, integrated business software programs designed specifically for the pool and spa industry with mobile live applications, CRM databases and e-Commerce that simplify the shopping, service and construction process.

It is also important that pool/hot tub service software supports the businesses’ online store and has pool/hot tub industry integrations so that inventory and delivery dates are accurate.

Now is the time for our industry to embrace the software technology that is specifically designed for the pool and spa industry so that you can quickly embrace all of the new business coming our way.

www.rbpoolandspa.com (866) 933-9099 Monroeville, PA Social media Links: https://www.facebook.com/rbcontrol https://www.youtube.com/user/ rbcontrol https://www.linkedin.com/company/ rbck-enterprises/ https://twitter.com/RBControlSystem

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AQUA MAGAZINE | EDITION 5 - SEPTEMBER 2021

How beautiful backyards are making us happier - Andrew Whyte, Whyte Gardens Andrew Whyte speaks to AQUA magazine about ‘visual amenity’ and how beautiful backyards have the ability to influence the happiness of a society through the creative addition of beauty and function.

How and when did Whyte Gardens begin? After 12 years in the engineering industry, I decided to work outdoors in nature where I felt happier. This all happened back in 1992. I started with the name of Gorgeous Gardens, which evolved into the Whyte Gardens name years later.

What is your role within the company? Managing Director/Owner/Marketing & Sales

What’s business like at the moment? I’ve never been so busy. With recent events pushing society to review our way of life and seeing how the garden can play a greater role in the fulfilment of family life and of spending time with others; or simply relaxing at home without the need for the hustle and bustle of travel to another destination to do what can be achieved in the garden. I have never had so many people ask to include a pool as part of their new lifestyle priority shift.

Whyte Gardens has exhibited at many of SPASAVIC’s consumer expos. How have you found the experience and would you recommend exhibiting to others? You have the opportunity to meet many people that may not have found you by other means. We have designed and built many projects from the clients we met at the expos some years later. You have to be organised for the influx of leads, have your qualifying in place and know how to answer the enquiries and stage out a timeline of meeting with them.

What secrets can you reveal about your feature garden build that is planned for our Pool & Spa Expo + Outdoor Living in February 2022? It’s about adding various elements - from colour, to texture, to shape and proportions. Our last exhibit was a great success with so many people saying, “Can you just lift the stand and drop it off at my house, I love it!” So the secret lies in the instant impact, where you instantly say, “I love this!”

My wife is a constant companion on my stand and together we have found the expos to be a great opportunity to take on new clients.

AQUA MAGAZINE | EDITION 5 - SEPTEMBER 2021

Why do you think consumers should visit SPASAVIC’s expos? There is no other way for someone in the space of a few short hours to take in so many pool companies, filtration installers, pool covers or lighting - and of course landscape designers/builders. It is the most efficient method to gather ideas and start to lock in what you do and don’t want.

How has the COVID pandemic affect your business? Honestly, it has been a blessing! The realisation that ‘home’ – and not travel – is truly the greatest influencer of happiness in the life of family. The passion has never been so strong. Not since garden shows like Backyard Blitz came on the scene have I experienced people with such thirst to rejuvenate their gardens.

What changes have you seen in the pool and spa + outdoor living industry over the years? The complexity of design and the increase in structural elements. What started as a Hills Hoist and grass for cricket is now pools, basketball courts, pool houses and louvred ceilings. The planting has evolved to a more structural, rather than flowering, desire. It’s about lines and shape and art, with plants as the dressing to bring it all together. A garden isn’t a place of plants anymore - plants are what make it come to life but in a more structured way.

What do you love about the industry? As I read on the weekend in a study from several US universities, the functionality and - more importantly - the aesthetic quality of the garden can reduce or remove negativity from one’s life and add joy and creativity. Designers have in their hands the ability to influence the happiness of a society by the creative addition of beauty and function. That is a great responsibility and being part of that makes me proud of what my team of designers do every day.

Where to from here for Whyte Gardens? Pushing the philosophical task of adding to a culture of beauty in a way that connects people to self, to family and to friends - and importantly - to nature, the mother who touches us all and can uplift anyone’s life merely through spending time in it.

AQUA MAGAZINE | EDITION 5 - SEPTEMBER 2021

Pool Angel: “no family should suffer the heartache of losing a child to drowning in their own swimming pool”

How does becoming a registered Pool Angel partner benefit your pool building business? Being able to offer the latest pool safety solution either as an optional extra or as a built-in part of your offering will distinguish you from others offering a similar service. Installation is simple and the cost is insignificant as a proportion of the total cost of a pool build but the added peace of mind you offer to your customers is priceless.

How do Pool Angel cameras differ from regular security cameras? Security cameras can detect that something or someone is present in the field of view where previously it was not, and they can alert someone to this fact. Pool Angel cameras are smart. They use AI to interpret what is detected and determine what level of alert is appropriate. A wild animal encroaching on the pool area at 2am might provide intriguing video to watch later but does not require a wake-up alarm. An adult entering the pool area when the pool is not in use might be deemed worthy of an alert. A child entering the same area while no adult is present warrants an emergency alarm.

We already include a fence as part of the installation; why do we need a camera too?

Should my customers be concerned about privacy? The feed from cameras is secured and is only being ‘watched’ by the AI, which ‘sees’ a digital representation of what is in the field of view; imagine a sort of ‘stick-figure’ view of the world. Humans are only involved when an alert is raised, and then only authorised individuals may view the feed from a camera in order to respond. There is no need for a customer to be worried that they are being watched as they enjoy using their pool.

Even in countries where a pool fence is mandatory, children still die by drowning. Experience shows that child drownings in this context can occur when the fence falls into disrepair and the child exploits a gap, or when the gate is not correctly latched or has been left open for adult convenience. Children have even been known to climb over the fence, sometimes using garden furniture to assist. Almost universally, the tragedy occurs during a very short window of time when supervising adults are unaware that the child is in the pool area and in most cases the adults are only a short distance away. It is in just these circumstances that Pool Angel is most effective, raising an alarm as soon as a child traverses the virtual border around the pool area and so giving adults the time to respond before the child enters the water.

What does Pool Angel hope to achieve? A cynical response would be to suggest that parents ‘should supervise their children like they did in the old days’. The truth is that children do not drown in pools because of lack of parental care; such accidents happen because the child manages to find their way into the pool while the parent believes they are safe somewhere else. Pool Angel does not claim to be a substitute for close adult supervision while children enjoy swimming, but it does provide an extra layer of security around the pool area, giving adults vital extra seconds to respond if a child should unexpectedly find their way into the pool area. In our view, there is no acceptable level of child drownings; our goal is that no family should suffer the heartache of losing a child to drowning in their own swimming pool.

Pool Angel oﬀers peace of mind

POOLANGEL

Oﬀer your customers the added peace of mind that only Pool Angel can bring. A smart-camera and AI combination keeps watch over the pool and an outer perimeter for the pool area, detecting danger and raising an alarm when there is unexpected encroachment by children or pets.

This is Pool Angel Tested in industry, trusted at home

Giving you the edge

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Having Pool Angel among the options you can oﬀer might just save a child's life as well as giving your business a competitive edge; win-win!

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AQUA magazine is proudly brought to you by our sponsors who value the pool & spa industry in Australia:

MPBAA Training & Events

Industry Training is important to the success of Naughton’s Pools & Spas. I recently sent 15 employees to hydraulics training and I am satisfied that the tuition my staff received will be an excellent investment in my business in the long run.

MPBAA’s Industry Training Program provides the framework for competency within the pool and spa industry and supports an ongoing drive to improve knowledge, skills and safe practices.

Justin Hatfield, Director of Naughtons Pools & Spas

MPBAA offers all those associated with the swimming pool and spa industry the opportunity to attend our unique and highly regarded training courses through our Industry Training Program. Knowledge Increases Profit and Productivity All MPBAA training courses have been designed in consultation with leading industry experts Courses are delivered by knowledgeable industry specialists with years of hands-on, practical experience Training ensures that your employees can better navigate the ever-changing Government regulations and standards Our courses are an affordable and valuable investment in your business MPBAA training is recognised as an excellent investment in your business and is utilised by the most successful employers within the pool and spa industry. As an employer, the training of your staff is vital to the success of your business and will ensure that you and your staff remain up-to-date with current industry best practice.

Basic Chemistry  Training

Monday 20th September  9am - 4pm

Advanced Chemistry  Training

Wed 22nd AND Thu 23rd Sept 9am - 4pm

Pool & Spa Expo + Outdoor Living

Friday 4 February - Sunday 6 February 2022

Spa & Pool Show + Backyard & Garden Show

Saturday 9 July - Sunday 10 July 2022

BOOK HERE BOOK HERE

Invest in your business by educating and training your staff professionally through MPBAA’s Industry Training Program. For more information please visit: https://www.mpbaa.com.au/ spasavic-industry-training

We highly recommend that anyone involved in the pool & spa industry take advantage of the excellent industry training conducted by SPASAVIC. [now MPBAA] Helen Strangos, Director of The Diamond Pool & Spa Company

MPBAA has partnered with Masters in Building Training (MIBT) to offer a career pathway for industry participants through their Certificate IV in Swimming Pool and Spa Building and Building Inspector (Pool Safety) training courses. MIBT training offers complete learning flexibility through their online learning system so that students can learn anywhere at any time.

MIBT CPC40808 – Certificate IV in Swimming Pool and Spa Building. MIBT VBAISP2020 Building Inspector (Pool Safety). Victorian Swimming Pool and Spa Barrier Inspection training

BOOK HERE BOOK HERE

AQUA MAGAZINE | EDITION 4 - SEPTEMBER 2021

Display Centre 5 Hamilton St, Oakleigh, Victoria Contact Us 1300 855 851 saistone.com.au info@saistone.com.au * Custom corner with 1 piece coper

‘One-Piece Corner’ Pool Coping Made Easy by SAI Stone. Easy Installation Traditionally, you need to cut a lot of copper pieces to match pool corners. Today, SAI Stone’s ‘one-piece corner’ saves your time and efforts.

Aesthetic Pleasures Compared to traditional pool corner with 3 pieces copers with 'one piece corner', our design is also an effective way to aesthetically enhance the pool at your home.

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As a stone customization specialist, SAI Stone is devoted to simplifying the curved pool jobs with an 'on-site templating' system. Servicing both concrete and fibreglass pools.

Quote SAISPASAVIC in your enquiry email to receive the first 'on-site templating' service for free, valued at $600 per full curved pool.

We love you but... you’re paying too much for Builder’s Warranty Insurance.

At AB Phillips, we love the Pool and Spa industry. It’s why we have worked so hard to bring you a warranty product outside of the Victorian government offering, to make sure we are looking after your industry. We’re the only insurance broker that has access to this exclusive facility, which is why we are confident in saying we can look after you. Our rates are often lower than what you’re paying and you can still access and lodge your certificates online. Ask another pool builder insured with us, and they’ll tell you it’s also our advice that sets us apart. Talk with one of our Account Managers. You’ll soon see how much we love you. Call 1300 242 136 or email insurance@abphillips.com.au

abphillips.com.au In issuing this Policy, AB Phillips Pty Ltd act under an authority given by the Insurers. This means that when issuing this Policy AB Phillips will be acting as agent for the Insurer and are therefore not able to consider your personal circumstances. This applies only to this Policy, AB Phillips Pty Ltd are your Insurance Broker on all your other Policies unless stated otherwise. AB Phillips Pty Ltd Australian Financial Services Licence No. 234457 ABN. 91 007 075 934

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When you add a Remco product to your pool construction you can earn up to 40% more revenue by increasing the scope of the project. Your customers will also get to enjoy all the good things about a pool with far less cleaning and heating costs and can rest assured they have one of the safest products on the market. Contact Remco today to find out what we can do for you, and your customers.

AQUA National Trade Magazine

Articles inside

MPBAA Training & Events

The state of the pool & spa market in the USA

The Lo Down on Lo-Chlor Chemicals

Spotlight on Awards of Excellence Judge, Georgia Harper

Pool Angel

The message to NSW Developers & Builders is

How Beautiful Backyards are making us Happier

Doubling Down on our Commitment to a Carbon Positive Business

Clearwater Acrylic, Providing Innovative Design & Seamless Construction

What’s New in Pool Design?

Enduring Quality, Chris Samatzis, Master Pool Builders Association Australia