Retention, Rewards, and Resilience

In this episode of the Talking Pools Podcast, Lee, Peter, and Shane dive into the highs and lows of managing pool businesses and discuss the importance of employee retention, company culture, and major industry updates. Here's a rundown:

Weather, Kids, and Summer Vibes

• Lee kicks off by sharing Melbourne’s famously unpredictable weather, experiencing “four seasons in a week,” while Shane looks forward to a long weekend.
• Lee reminisces about flying with her young kids, and Peter joins in, sharing that his own kids are now 14 and 12. They talk about the tricky teenage years, with Lee joking that age 15 is when boys become a real handful.
• Peter notes the coming weekend temperatures, expecting it to hit 30°C, while Lee talks about sending reminders to her customers to open their pools early, even offering a discount as an incentive—something Peter firmly avoids.

Tackling Staff Turnover and Employee Retention

• Lee notes that many businesses are currently experiencing unexplained staff turnover, theorizing that the industry’s demanding workload might be taking its toll. She mentions the recent episode with Spiros, noting they haven’t fully addressed the topic of turnover yet.
• Peter talks about the challenges of retaining employees and mentions that fiberglass pool builders sometimes poach skilled workers. He also discusses implementing bonus incentives to encourage loyalty, with Lee noting that a bonus structure tied to performance is still legal but recommends checking with an attorney first. Lee also reminds SPASA members of the free HR support available.

Coping with Staffing Challenges

• The hosts share personal stories of past staffing challenges: Peter recalls employees quitting unexpectedly, leaving him juggling multiple roles in peak summer season. He even considered leaving the industry but realized he genuinely enjoys pool work. Luckily, he eventually found a quick-learning new hire, and now he’s fully staffed.
• They discuss the mental strain this kind of work can have, with Lee humorously asking, “How can you cope?” and mentioning the potential for PTSD. Peter mentions that he would never poach from other companies, as he believes employees who switch are less likely to show loyalty.

Employee Appreciation and Retention Strategies

• Lee points out that most employees leave for reasons other than money, suggesting business owners focus on boosting morale and showing appreciation. She emphasizes that even small gestures like donuts or a team lunch go a long way in making employees feel valued.
• Peter occasionally takes his team to the pub, and Lee suggests that fostering a sense of ownership and respect helps in retention. They reflect on how a simple “thank you” and acknowledgment of each team member’s importance can build a loyal crew.

Shane’s Journey as a Single-Operator

• Lee highlights that Shane, as a single-pool operator, has a different perspective,

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