Each year, Pool Scouts takes the time to come together as a system, where we reflect on the previous year while gearing up for success in the coming year at our annual Convention. The group was once again in Cancun, Mexico where they proved to be focused on learning new insights but committed to having fun and connecting with fellow franchisees.
Our Convention theme was ‘The Vision Is Clear In 2020’. The content was focused on the digital age, but also centered around taking business management to the next level by balancing the new and the old to continue to see growth and efficiencies. The agenda also offered lead pool technicians the opportunity to learn more about pool maintenance and differentiated customer service from our corporate team but most importantly from each other.
Pool Scouts was also thrilled to have keynote speaker, Peter van Stralen, join us to talk both about setting values that matter. He explained that when you do that, decision making is easy – easy for owners and easy for staff. This culminated in sharing his C.A.R.E. philosophy, Create A Remarkable Experience. When companies and staff C.A.R.E., decisions become clear, and both customers and non-customers have a great interaction with your brand. Peter also challenged the group to apply this to their personal lives. He shared his own experience of how he and his wife decided to challenge their own children and the results have been absolutely remarkable. As a small business owner, there really is no division between business and life. It is all a part of life, and goals need to be set (and met!) in both aspects.
Additional content included a session entitled “Undeniable Digital Marketing”. Digital marketing is here to stay and there is no denying that. Whether is it paid digital, social media, or online content, we explained to our franchise owners that they need to make digital marketing a key component of their marketing strategy.
The group also heard about our “Customer Obsessed Consumer” and how with the Net Promoter Score* of 88, Pool Scouts has obsessed customers. Our speaker shared how Pool Scouts can and should continue this momentum of offering differentiated customer service by layering more personalization in both communication and customer experience. Little things like a customized note in their post service work order report, or a picture with a pet in the before and after photos. It’s the small things that go a long way with today’s consumer.
Franchise owners also evaluated and discussed key performance metrics and how to best measure all aspects of their business to readily identify opportunities of growth.
Additionally, time was spent with technicians to explore advanced water chemistry and mitigating pool equipment issues. They talked about ways to continue their education and expertise as pool technicians, all while meeting and connecting with their counterparts from different areas of the country.
And, in true Pool Scouts fashion, all of this content was balanced out with some fun social events. The Awards Dinner each year is a more formal affair that allows the Pool Scouts owners to put on their fancy duds and recognize some of the top performers as a group.
On the final evening, the group really lets loose with a beach party. A party literally held on the beach, lit up by glowing furniture and dancing to the beats of a DJ!
Now that Convention has wrapped, we start planning again for 2021, continuously working to ensure we offer an even better event next year!