Podcasts – SpaRetailer

In this episode of The SpaRetailer Podcast, host Megan Kendrick interviews Susan McPhie, VP of Business Development and General Manager at Silk Water Solutions (maker of SilkBalance). McPhie shares her background growing up in Montreal and living in Vancouver, speaking French, and early career paths including cabin safety training for a Canadian airline, real estate development, and the alcohol industry (including Mike’s Hard Lemonade), noting experiences in male-dominated fields. She explains Silk Water Solutions was founded in 2007 by her father, a former CEO of a major Canadian hot tub manufacturer, to simplify water care by preventing problems rather than treating symptoms, leading to patented technology developed with chemist Colin Taylor and updated over time to remain compatible with industry innovations such as monitoring systems and salt generators.

McPhie describes how SilkBalance is used weekly to stabilize pH and alkalinity (supporting sanitizer efficiency), soften water feel, keep particles suspended to reduce buildup, and help protect spa components, while not acting as a sanitizer itself; it is available as a liquid or dissolving “Silk Gems” pods, and the company later launched SilkBalance Plus for saltwater systems. She recounts initially joining the business to build its social media presence, then moving into broader marketing and sales, navigating credibility as the founder’s daughter by learning water chemistry and working across roles, and reflecting on working closely with her father before his illness and departure from the company in 2020 during COVID. The conversation highlights the importance of succession planning, supporting brick-and-mortar retailers with sustainable recurring revenue, continued education and training, and maintaining company values including sustainability. McPhie and Kendrick discuss advocacy for women in the industry, the shift toward broader female representation, and the role of supportive men.

Show Notes with Timestamps:

00:00 Welcome to The SpaRetailer Podcast + Meet Susan McPhie (SilkBalance “Orange Bottle”)
01:49 Susan’s Roots: Montreal to Vancouver, Family Life & the Outdoors
03:38 From UN Dreams to the Airline Industry: Discovering a Passion for Training
05:45 Real Estate & Mike’s Hard Lemonade: Lessons from Male-Dominated Industries
07:22 How Silk Water Solutions Started: Simplifying Water Care with Patented Tech
11:37 What SilkBalance Actually Does: Softer Water, Stable pH/Alkalinity, Cleaner Spas
17:19 How Susan Joined the Hot Tub Industry: First Trade Show & Falling in Love with the People
21:45 From Social Media to Sales: Marketing, Storytelling, and Earning Credibility as the Founder’s Daughter
27:34 Working with Her Dad + Succession Planning During COVID
32:38 Leading Through Crisis: Resilience, Transparency & Team Support
33:47 Why Wellness Products Matter: Hydrotherapy Benefits for Every Age
35:58 Succession Planning 101: Start Now, Revisit Yearly, Align the Team
39:00 Advocating for Women in the Industry: Breaking Bias & Expanding Roles
47:28 Silk Balance’s Next Chapter: Tech, Simplicity, Retailer Support & Values
50:53 SpaRetailer Five: First Sale, First Job (Ms. Ball!), Flops & Big Wins
01:01:24 Favorites & Farewell: Podcasts, True Crime, Gilmore Girls, and Closing Thanks

In this episode of The SpaRetailer Podcast, host Megan Kendrick sits down with Greg Haines, CEO of Compass Digital, discussing digital marketing strategies and trends for the spa and hot tub industry. They delve into the importance of maintaining an up-to-date website and the increasing role of AI in digital marketing. Haines emphasizes practices such as using automations and segmentations in email marketing, and the value of working with either local or specialized national agencies. They also cover the significant role of AI and search engine adaptations, illustrating how businesses can optimize their online presence for 2026. The conversation further outlines budget considerations for marketing, the balance between awareness and lead generation efforts, and practical advice for using customer relationship management (CRM) tools effectively.

Show Notes with Timestamps:

00:00 Introduction and Casual Conversation
01:34 End of Year Reflections
02:33 Meeting Agenda and Playbook Discussion
05:36 Podcast Introduction and Guest Background
06:56 Greg’s Career Journey
15:18 Digital Marketing Insights
28:42 AI and Future Trends
30:34 The Shift to AI in Search Engines
31:07 Optimizing Websites for AI
31:39 Importance of FAQs and Local Content
32:37 Structured Data and Site Audits
34:25 Custom GPTs for Clients
37:12 AI in Business Operations
45:23 Digital Marketing Strategies for 2026
55:00 Personal Insights and Experiences
59:01 Engaging Content and Lead Generation

In this episode of The SpaRetailer Podcast, host Megan Kendrick sits down with Greg Haines, CEO of Compass Digital, discussing digital marketing strategies and trends for the spa and hot tub industry. They delve into the importance of maintaining an up-to-date website and the increasing role of AI in digital marketing. Haines emphasizes practices such as using automations and segmentations in email marketing, and the value of working with either local or specialized national agencies. They also cover the significant role of AI and search engine adaptations, illustrating how businesses can optimize their online presence for 2026. The conversation further outlines budget considerations for marketing, the balance between awareness and lead generation efforts, and practical advice for using customer relationship management (CRM) tools effectively.

Show Notes with Timestamps:

00:00 Introduction and Casual Conversation
01:34 End of Year Reflections
02:33 Meeting Agenda and Playbook Discussion
05:36 Podcast Introduction and Guest Background
06:56 Greg’s Career Journey
15:18 Digital Marketing Insights
28:42 AI and Future Trends
30:34 The Shift to AI in Search Engines
31:07 Optimizing Websites for AI
31:39 Importance of FAQs and Local Content
32:37 Structured Data and Site Audits
34:25 Custom GPTs for Clients
37:12 AI in Business Operations
45:23 Digital Marketing Strategies for 2026
55:00 Personal Insights and Experiences
59:01 Engaging Content and Lead Generation

In this episode of The SpaRetailer Podcast, host Megan Kendrick sits down with Royce Manuelo, the brand and product development manager from PAL Lighting based in Houston, Texas. Manuelo shares his journey from marketing various products to specializing in the lighting industry, ultimately making commercial lighting exciting. They discuss the evolution of pool and spa lighting and its significant impact on creating a bespoke and emotionally resonant backyard experience. Manuelo highlights PAL Lighting’s mission to ‘own the backyard’ by offering integrated lighting systems that sync with music and create relaxing environments. He encourages hot tub retailers to consider landscape lighting as part of their offerings to enhance the overall customer experience. Manuelo also recounts his first job, marketing insights, and the importance of understanding customer emotions in sales. This episode is a deep dive into how innovative lighting solutions can transform outdoor living spaces.

Show Notes with Timestamps:

00:00 Introduction to the Spa Retailer Podcast
00:36 Meet Royce Manuelo from PAL Lighting
01:31 Royce’s Journey into the Lighting Industry
03:13 PAL Lighting’s Innovations and Market Expansion
06:11 The Importance of Lighting in Backyard Design
11:25 Integrating Lighting Solutions for Hot Tub Retailers
21:12 Support and Resources for Retailers
22:21 Introduction to the Spa Retailer Five
23:42 First Job Experiences
26:05 Marketing Failures and Lessons Learned
30:57 Marketing Success Stories
35:58 Favorite Books and Podcasts
38:35 Conclusion and Final Thoughts

In this episode of The SpaRetailer Podcast, Megan Kendrick interviews Fred Bachmann, owner of Bachmann’s Pools, Spas and Saunas in Wisconsin. They discuss Fred’s journey from a building contractor to a prominent figure in the hot tub industry. Fred delves into his early challenges, including renovating his showrooms during COVID and acquiring a failing business, which eventual turned out to be beneficial. Fred also shares insights into how aggressive marketing, top-notch service, and rigorous staff training have driven the store’s continued growth. Winning the Locksin Thompson Award affirmed their success. Additionally, Fred highlights his interest in cold plunge products and ambitious plans for his business’s future.

Show Notes with Timestamps:

00:00 Introduction and Guest Welcome
00:13 Showroom Success and Awards
01:44 Store Renovations During COVID
02:22 Fred’s Background and Entry into the Hot Tub Industry
03:37 Early Business Challenges and Growth
09:46 Marketing Strategies and Turning Points
12:51 Expansion and Real Estate Investments
15:25 Navigating the 2008 Recession
16:23 COVID-19 Impact and Adaptations
23:48 Post-COVID Growth and Future Outlook
27:50 Navigating Supply Chain Challenges
28:27 The Impact of Tariffs on Pricing
30:02 Consumer Demand for Hot Tubs
30:18 Marketing Strategies and Industry Trends
32:06 The Rise of Cold Plunges
37:48 Training and Development
40:05 Future Business Plans
41:30 Winning the Locksin and Thompson Award
43:18 Personal Reflections and Insights
50:43 Conclusion and Final Thoughts

In this episode of The SpaRetailer Podcast, Jamie Burson, the owner of Great Bay Spa and Sauna in New England, shares his journey from starting at the company at 20 years old, working in the warehouse, and dreaming of one day owning the business. Despite challenges like the COVID-19 pandemic, Burson managed to purchase the company in 2021. He discusses the company’s founding by three college friends in 1976 and its growth over the years. Burson also talks about the recent expansion efforts, including opening a new showroom in South Portland, and the strategic changes he’s made to adapt to market demands.

Show Notes with Timestamps:

00:00 Introduction to the Podcast and Guest
00:32 Jamie’s Journey: From Warehouse to Ownership
01:24 The Challenges of Buying a Business During COVID
03:46 The Origins of Great Bay Spa and Sauna
09:07 The Hot Tub Industry: A Personal Connection
16:30 Expanding the Business: New Showroom in Portland
24:54 Designing the Perfect Showroom
26:25 Showroom Innovations and Wet Testing
28:58 Challenges of Transitioning from Employee to Owner
32:06 Navigating Market Volatility and Strategic Adjustments
35:56 Marketing Strategies for New Markets
42:42 Future Goals and Reflections
44:03 Spot Retailer Five Questions

In this episode of The SpaRetailer Podcast, host Megan Kendrick, owner of SpaRetailer Magazine, chats with Craig Selvidge, who retired from Bullfrog Spas in 2024. Selvidge shares his extensive experience in the hot tub industry, starting in the 1970s following a fire that destroyed his marine business. He discusses the evolution from wooden hot tubs to fiberglass and acrylic spas, and his role in developing and popularizing swim spas. Selvidge details the challenges of early swim spa designs and innovations, as well as his various roles at companies like Marquis, Dimension One, Jacuzzi and Bullfrog Spas. The conversation highlights Selvidge’s contributions to the industry and his multiple retirements, each filled with unique projects and adventures.

Show Notes with Timestamps:

00:00 Introduction to the Spa Retailer Podcast
00:36 Craig Sage’s Retirement and Early Career
01:13 The Beginnings of Swim Spas
03:03 From Boats to Hot Tubs
05:52 The Rise of Wooden Hot Tubs
07:42 Innovations in Hot Tub Design
12:11 The Birth of Swim Spas
13:37 Concrete Swim Spas and Early Designs
15:31 Fiberglass and Acrylic Swim Spas
16:21 Challenges and Successes in Swim Spa Manufacturing
16:50 The Evolution of Swim Spa Technology
21:51 Marketing and Selling Swim Spas
23:57 The Growth of the Swim Spa Market
26:05 Modern Swim Spa Developments
30:27 Bullfrog Spas and Industry Insights
32:16 Starting Water Aerobics with My 10-Year-Old
32:53 Fiberglass to Acrylic Transition in Swim Spas
36:23 The First Portable Spas
41:15 Innovations in Swim Spa Jets
46:01 Career Journey in the Spa Industry
51:01 Retirement Adventures and Final Thoughts

In this episode of The SpaRetailer Podcast, hosted by Megan Kendrick, Dustin Hutcheson, a wellness consultant at Hot Spring Spas of Iowa and Minnesota, shares his journey in the hot tub industry. Hutcheson discusses the origins of the company, originally started by Paul Schaben in 1968 as an agricultural business, and how it evolved into a successful hot tub dealership with seven stores. He details his transition from car sales to selling hot tubs, accents the importance of personal branding and utilizing social media in sales, and highlights his company’s focus on customer service and comprehensive follow-up. Hutcheson also shares insights on the benefits of wellness products like hot tubs, saunas and cold plunges based on his personal usage. Challenges and lessons learned from events like the Bacon Festival are discussed alongside successes in leveraging promotional ideas. The interview concludes with Hutcheson’s reflections on continuous learning and personal development in sales.

Show Notes with Timestamps:

00:00 – Dustin Hutcheson Podcast
00:58 – Company History and Origins
04:58 – Dustin’s Entry into Hot Tub Sales
08:25 – The Story Behind the ‘Charmer’ Nickname
10:08 – Building a Personal Brand in Sales
11:58 – Sales Philosophy and Personal Background
31:03 – Hot Tub Health Benefits and Product Experience
35:53 – Surprises in the Hot Tub Industry
40:40 – Company Success Factors
48:39 – The SpaRetailer Five Question

Join host Megan as she welcomes back Ravi Kurani, founder and president of Sutro, for an in depth conversation on innovation in the pool and spa industry. Kurani shares updates on Sutro’s journey, including new product integrations, company growth, and personal milestones. The discussion covers the evolution of water chemistry technology, the impact of industry changes, and practical advice for both professionals and consumers.

In this episode of The SpaRetailer Podcast, host Megan interviews Kayla Hagan, associate product marketing manager at King Technology. Kayla shares her journey into the pool and spa industry, discusses her role in new product development, and provides insights into King Technology’s latest innovations, including the Balancing Basics Kit and the FROG VIP program. The conversation covers the importance of water care, the challenges faced by new hot tub owners and how King Technology supports both consumers and pro dealers. Kayla also reflects on her career path, experiences at trade shows and offers advice for women entering the industry.