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In this episode, Natalie Hood sits down with Ryan Walker to unpack how retail sales in the pool industry have evolved over the last two decades—and what dealers, builders, and retailers need to understand to stay competitive today.

From the rise of online shopping and social media influence to changing homeowner expectations and shifting economic realities, this conversation challenges long-held myths about retail, sales strategy, and customer behavior. Ryan draws on 20 years of experience across lifeguarding, distribution, manufacturing representation, and national sales to explain why the future of pool retail isn’t about fighting online competition—but learning how to work alongside it.

What You’ll Learn in This Episode

Retail Isn’t Dead—It’s Evolving
Ryan explains why online sales are no longer the enemy of brick-and-mortar stores and how retailers can use online visibility as a tool rather than a threat. Homeowners today expect convenience, information, and options—and stores that adapt win loyalty.

Why Personal Service Still Wins
Despite access to Amazon, TikTok, and Instagram, customers are still willing to pay more for expertise, education, and a trusted relationship. Retailers who focus on solving problems—not just selling products—stand out.

The Power of Analytics, Algorithms, and Social Media
From phones “listening” to user behavior to influencers shaping purchasing decisions, Natalie and Ryan break down how digital marketing now drives customer expectations before they ever walk into a store.

Selling the Solution, Not the Product
Ryan emphasizes that customers don’t need technical jargon—they need someone who understands their pain points. Whether it’s water loss, recurring algae, or sanitizer confusion, great sales start with the right questions.

Breaking the ‘We’ve Always Done It This Way’ Mindset
Long-standing habits can quietly cap growth. This episode explores how flexibility, testing new ideas, and being open to global trends can increase profitability without sacrificing integrity.

Why Dealers Must Show What’s Possible
Just like car dealerships show upgraded models, pool professionals should present options—even if the customer thinks they want the “basic” version. Many homeowners don’t know what’s available until someone shows them.

Economic Reality Has Changed
From rising costs to dual-income households and post-COVID income shifts, the conversation highlights why price sensitivity isn’t what it used to be—and why experience and value matter more than shaving a few dollars off the ticket.

Key Takeaways

• Online competition is unavoidable—but it can be leveraged
 • Education and trust justify premium pricing
 • Customers want guidance, not resistance
 • Social media shapes expectations before the sale
 • Retail success depends on adaptability and curiosity
 • Selling without passion turns stores into warehouses

About the Guest

Ryan Walker brings more than 20 years of industry experience, starting as a lifeguard and facility manager before moving into distribution, manufacturing representation, and national sales. His career spans multiple climates, pool types, and retail models, giving him a wide-angle view of what works—and what doesn’t—in today’s poo

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