Harold Evans: The Pool Industry Needs to Get Smarter

Harold Evans returns to the podcast after several years with a story that sounds unreal but captures how fast the pool industry is changing: his family business sale came together while he was on a world cruise, with a key DocuSign moment handled through Starlink and a taxi ride through Mumbai. Beyond the adventure, the real point is legacy. Harold reflects on building a pool chemical brand that stands for helping pool pros, not just moving product. That mindset shaped Arenda’s focus on education, practical tools, and long-term outcomes for customers who want reliable pools, protected equipment, and fewer expensive surprises.  

A major thread is why pool education matters more now than ever, especially around water balance and the Langelier Saturation Index (LSI). Harold draws a clear line between sanitation and protecting surfaces, heaters, and overall pool durability. LSI is not a “kill germs” number; it’s a “keep your pool from scaling or corroding” reality check. The challenge has always been friction. If pool techs have to dig out charts, wheels, and multi-step math, the tool gets skipped, especially on busy routes. An LSI app removes steps, helps pool service companies make better choices faster, and gives pros a way to explain decisions to customers in plain language.  

The conversation also hits a sensitive business issue: the temptation to shorten visits, reduce scope, and quietly absorb inflation. Harold argues that “spend less time and charge the same” is a long-term trap because customers do not feel value when they see a seven-minute stop on a doorbell camera. He pushes a different model: give more, do more, charge appropriately, and stop trying to win over the wrong customer. Chem-only pool service and every-other-week service sound efficient, but they often create mismatched expectations where the homeowner still blames the pro for mechanical issues, dirty pools, or outcomes the pricing never supported. A sustainable pool route depends on clear scope, consistent service, and rates that match rising labor, chemical, and fuel costs.  

DIY pressure is the new normal, and it affects everyone. Homeowners can buy pool parts on Amazon, watch tutorials, and even use AI to troubleshoot. Pros also use online ordering because it reduces drive time and avoids out-of-stock frustration at distributors, but that shift comes with consequences like reckless returns that raise prices for everyone. Harold also challenges the industry’s old training and marketing habits. Online learning works because it fits the reality of rain days, route backlogs, and busy seasons, while trade shows lose impact when education and product knowledge are available on demand. He makes a case for educating consumers too, because consumer demand drives upgrades like automation and spa controls, which can make pool ownership easier and more enjoyable. With inflation pushing pool ownership into “luxury” territory and consolidation reshaping the market, the pool service business that wins is the one that proves value, teaches clearly, and charges like a professional.