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In this episode of the Talking Pools podcast, Rudy Stankowitz addresses the pressing issues within the pool industry, including illegal practices and the importance of understanding key business metrics. He emphasizes the need for customer retention, satisfaction, and effective technician training. The discussion also covers profitability, sustainability, employee retention, and competitive intelligence, urging pool service professionals to track essential metrics to drive business success.

Key Takeaways

• The pool industry faces significant challenges with illegal practices.
• Understanding customer retention and churn is crucial for business health.
• Customer satisfaction metrics like NPS can guide service improvements.
• Training and certifications are essential for technician competency.
• Profitability should be measured per job type, not just overall revenue.
• Sustainability is becoming a key factor in customer decisions.
• Employee turnover impacts profitability and service quality.
• Competitive intelligence helps businesses understand their market position.
• Tracking metrics is essential for informed decision-making.
• Building a dashboard of key metrics can drive business success.

Sound Bites

• "Training is retention."
• "Don't buy based on hype."
• "Track the stuff that matters."

Chapters

1. Frustrated Pool Pro
2. Trade Mag Roundup
3. PHTA Day on the Hill
4. NPC New Director of Education
5. onBalance: The Truth About Waterline Deposits
6. Key Metrics the State of The Industry Reports Missed

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