The other day, a swimming pool builder messaged me and said:
“As a boutique builder, I don’t ever deal with reps—except when there’s a product issue. Can you explain what your team does and how someone small like me would even use your firm?”
And while the question was honest and thoughtful, it was also incredibly familiar.
Because it’s not just boutique builders who see reps this way.
The same goes for:
- Service techs
- Pool retailers
- Even distributors
They wait until they have a problem, then they reach out to the rep.
That’s like only talking to your doctor when you’re already in the ER.
It works—but it’s not a strategy for success in the Pool Industry.
The Big Mindset Shift the Most Successful Pool Industry Pros Have Already Made
Yes, reps can help when there’s an issue.
But that’s reaction-mode.
The most successful people in this industry—those who:
- Always seem ahead of the curve
- Get access to the coolest new stuff first
- Never seem bogged down by the same headaches as everyone else
They treat reps differently.
They treat them like a free competitive advantage.
What You Think a Rep Does vs What They Actually Do
When most people think “rep,” they think:
- Warranty issues
- Missing parts
- Escalation help
Or worse….. salesman.
But here’s what a great multi-line rep actually offers if you’re paying attention:
- Finding smarter products that save labor and help you stand out
- Fast answers on pricing and availability without waiting on corporate
- Insider access to new tech and trends before your competitors know they exist
- Introductions to brands who actually support the pros (not just chase POs)
All for exactly $0.
That’s right. You don’t pay a rep.
Yet most pros treat this free resource like an afterthought.
Here’s the Part Most People Miss…
Using your rep only when there’s a problem isn’t neutral.
It costs you.
It costs you time—because you end up stuck sourcing answers on your own.
It costs you money—because you miss out on faster installs, product bundle opportunities, and higher-margin products.
It costs you opportunities—because you don’t know what you don’t know.
Meanwhile, the pros who do use reps as partners?
They quietly stack up advantage after advantage—even if they’re “small.”
I’m Not Just Saying This as a Rep—I’ve Lived It on the Other Side
Everything I’m sharing here isn’t just something I’ve observed as the owner of a rep firm.
I’ve lived this from both sides of the industry.
Before Johnny and I started The Grit Game, we were pool pros ourselves.
And not small ones.
When I say “large scale dealer,” here’s what I mean:
- We were POOLCORP’s third-largest customer in the entire country.
- Branches were literally opened to accommodate the volume of business we were doing.
- And reps weren’t chasing us—we had every rep in the region calling on us, trying to get time with Johnny.
But here’s the part that matters most:
Johnny used his reps.
Not just when something broke.
Not just when something went wrong.
He used them to:
- Get deeper product education
- Learn smarter installation tricks
- Stay ahead of upcoming changes
- Understand which brands were worth betting on
- Save hours on sourcing, inventory, and tech updates
- Shortcut the “trial and error” most pros get stuck in
And it worked.
It gave us an advantage that translated into:
- Higher margins
- Fewer headaches
- Better customer experience
- Faster installs
- And a reputation that grew because we always seemed “ahead”
So when we transitioned out of that business and launched our own rep agency, we assumed most pros operated this way.
We were wrong.
We were shocked—truly shocked—to find out that this is not the norm.
Instead, what we found was the exact opposite:
- Pros avoiding reps
- Canceling appointments
- Not wanting “another pitch”
- Not realizing reps could take work off their plate
- Not understanding the amount of insight, time, and support they were leaving unused
It was honestly mind-blowing.
Because if a builder or service pro knew—even half of what they could access for free—they’d never miss another meeting. They’d be proactively scheduling them themselves.
The narrative around reps needs to change.
Not for our benefit—but because using your reps proactively can literally change the way your business runs.
And I’ve seen it from:
- The customer’s side
- The rep’s side
- And now, through thousands of pros who thrive when they embrace this approach
If more people understood how to actually leverage their reps, this industry would move faster, smoother, and smarter.
Let’s Go Back to the Builder Who Messaged Me…
This was my answer:
Multi-line reps (or reps that represent multiple brands at once) are a no-cost strategy team for pool pros. Yes, we’re available when you have an issue, but that’s really only a bonus service.
The bigger opportunity is that we help you:
- Find smarter products that make your job easier, your work stand out, or your callbacks drop
- Get real-time pricing and availability without having to chase it
- Stay ahead of trends and tech without spending hours researching
- Connect with brands who actually back you—because we’ve already vetted them
Even as a smaller builder—especially if you’re boutique—you can leverage us to source niche products, fix supply headaches, or get insider access to stuff most pros haven’t heard of yet.
Boutique builders care about craftsmanship, reputation, and client experience.
And that’s exactly the space a strong rep loves to help elevate.
So Here’s the Real Question:
Are you using your reps to react?
Or are you using them to grow?
Because the people who win in this industry don’t just fix problems fast—they avoid them in the first place. They get info first. They try smarter tools. They have brands backing them—not just billing them.
And almost all of them have one thing in common:
👉 They talk to their reps before they need them.
If this made you think, here’s your move:
Text or email your rep.
Not for a problem—but for a strategy session.
Ask them one question:
“What should I know right now that most people haven’t noticed yet?”
Then let them surprise you.
