The SpaRetailer Podcast

SpaRetailer Magazine
  • 5.0 (12)
  • Management

The Voice of the Hot Tub Industry

  1. May 20

    Episode #144 Maximizing Customer Satisfaction Through Effective Hot Tub Setup

    In this episode of The SpaRetailer Podcast, host Megan Kendrick welcomes back Alex Granlund of King Technology to discuss a new hot tub setup and why new hot tubs should be purged and properly balanced at startup. They explain that hot tubs are wet-tested at factories using reused water, leaving residual water and buildup in plumbing that can sit for months, leading to biofilm, odor and debris that later causes scum lines and sanitizer inefficiency. They recommend filling and heating to about 85–90°F before using a purge product, draining and refilling, and purging again if heavy debris or smell persists. They emphasize balancing source water before use, optionally pre-filtering fill water, avoiding softened water unless corrected with calcium, and adding a startup shock or small amount of chlorine if balancing takes longer than 24 hours. They encourage dealers to test customers’ source water pre-delivery, rely on supplier training, and offer support programs like FROG VIP to improve customer success and reduce buyer’s remorse. https://sparetailer.com/feed/podcast/ Show Notes with Timestamps: 00:00 Podcast Welcome01:40 Why Purging Matters02:42 Wet Testing Reality08:18 Dealer Upsell Opportunity09:44 How to Purge Properly12:22 Balance Water First14:45 Pre Filter Source Water17:07 Speeding Up Startup19:03 Training Dealer Teams22:15 Support Tools for Dealers24:59 Improve Setup Experience30:10 Confidence Based Selling33:04 Final Startup Checklist33:44 Wrap Up e0bbb380-89cb-11f1-8c2f-2b385bdc113c

  2. Apr 22

    Episode #143 The Backbone of the Hot Tub Industry: Understanding IHTA’s Mission

    In this episode of The SpaRetailer Podcast, Host Megan Kendrick welcomes Amanda Annis (Ohio Hot Tub and Sauna, IHTA chairman) and Seth Ewing (director of member programs and services at the Pool & Hot Tub Alliance) to discuss how IHTA, under the PHTA umbrella, has evolved and now more strongly serves portable hot tub retailers. They highlight core work protecting the industry through standards, safety, and advocacy on issues like energy regulations, fencing laws, bonding/electrical, water regulations, tariffs, and unsafe noncompliant products sold online, plus relationship-building with government and “Day on the Hill” lobbying. They cover expanded member benefits including a dedicated IHTA retailer membership ($1,000 company fee), a job board (Work in Aquatics), brand-agnostic Certified Hot Tub Technician training, webinars, quarterly and monthly market intelligence reports, and the new Center of Excellence online learning system with 160+ courses and multiple tracks. https://sparetailer.com/feed/podcast/ Show Notes with Timestamps: 00:00 Podcast Welcome01:36 Amanda Joins IHTA03:01 Association Evolution04:39 New Member Benefits07:01 Research And Trends09:54 Workforce Job Board11:25 Why Advocacy Matters15:07 Safety And Compliance16:06 Retailer Membership Perks20:04 Amanda Member Results23:40 Behind The Scenes Advocacy26:06 Day On The Hill27:30 Sponsor Message28:07 Crisis Support Updates32:58 Center Of Excellence38:30 Final Thoughts

  3. Apr 8

    Episode #142 Hot Tub History: The Early Days of Caldera with David Ingram

    In this episode of The SpaRetailer Podcast, early Caldera Spas owner David Ingram shares his background leaving home at 16, working at Fed Mart/Price Club (later Costco), and moving into spa manufacturing through Custom Fiber Engineering. He describes gaining control of a near-bankrupt Caldera in the late 1970s, building early gel-coat/FRP spas, improving blister resistance through multi-layer resin processes and later transitioning toward acrylic thermoforming as the portable spa market grew. Ingram recounts personally selling shells via delivery routes to dealers and pool builders, emphasizing Caldera’s “pure comfort” positioning, navigating financing challenges (including the 1980s crash), and streamlining operations after hiring a high-level CFO/COO. A major growth driver was launching Costco hot tub roadshows. He discusses selling Caldera to Watkins/Masco, his continued industry involvement, family considerations and product areas he’d still improve (equipment presentation, base details, and covers). https://sparetailer.com/feed/podcast/ Show Notes with Timestamps: 00:00 Welcome and Guest Intro01:04 David’s Early Work Life02:40 Spa Molds and Job Shops05:47 Taking Control of Caldera09:23 Materials Shift and Blister Fixes13:02 Hustling Sales on the Road18:45 Dealers, Pool Builders, and Portable Boom25:18 Reputation, Family, and Real Estate33:16 Pure Comfort and Profit Machine38:26 Early Crises and Hard Lessons38:42 Financing for Growth39:31 Costco Partnership Breakthrough41:00 Roadshows and Volume Strategy42:22 Costco Program Economics45:51 Family Loss and Motivation47:21 Why Sell to Watkins50:57 Masco Resources and PE Contrast54:46 Life After the Sale57:43 Back to Retail Expansion01:00:56 Partnership Rules of Thumb01:01:24 Durango Connections and Roots01:03:44 Caldera Legacy and Next 5001:07:15 Product Improvements Wish List01:09:05 Cover Problems and Warranty01:11:39 Wrap Up and Farewell

  4. Mar 25

    Episode #141 Spa Parts Plus: Navigating Change and Growth with Stephen Reed

    In this episode of The SpaRetailer Podcast, host Megan Kendrick interviews Stephen Reed, COO of Spa Parts Plus, about his career from pool service work to Hayward, Beachcomber Hot Tubs, and wholesale distribution before acquiring Spa Parts Plus’ wholesale business in 2024. Reed recounts Spa Parts Plus’ 40+ year history: founded in 1986 by Barry and Paulette Knickerbocker, moved to Arizona in 1991, became employee-owned in 2001, returned to Barry in 2008, acquired California Specialty Distributors in 2012, joined Allied Innovations in 2019, and was later bought by private equity in 2022 pursuing vertical integration. Reed explains the company’s renewed focus on wholesale-only support for retailers and service techs, emphasizing fast, accurate shipping from its Memphis-area warehouse, partnerships with OEMs including warranty fulfillment, and using technology (including AI as “augmented” intelligence) to improve service and parts identification amid ongoing challenges from pandemic-era supply chain and mixed-component tubs. https://sparetailer.com/feed/podcast/ Show Notes with Timestamps: 00:00 Podcast Welcome01:27 Stephen Reed Background03:28 Origins of Spa Parts Plus06:55 Ownership Timeline Explained09:41 Back to Wholesale Focus11:46 Why Acquire the Business12:57 Dealers React and Service Margins14:51 OEM Partnerships and Genuine Parts18:27 Service Demand and Tech Expertise21:32 Dealers Servicing All Brands24:00 COVID Era Parts Puzzle25:06 Supply Chain Crunch26:31 Industry Lessons Learned28:03 Next Chapter Strategy28:37 Warranty Fulfillment Logistics29:45 AI And Technology Plans30:28 How We Choose Stock31:45 Sourcing Missing Parts32:50 Warehouse And Shipping Reach34:03 Spa Retailer Five35:22 Career Flops And Wins38:25 AR Tools And QR Comeback42:02 Favorite Reads And Wrap Up45:01 Where To Find Us45:32 Podcast Closing Credits

  5. Mar 4

    Episode #140 Young Entrepreneurs Tackle the Cover Industry with Harrison and Nicholas Dale

    In this episode of The SpaRetailer Podcast, host Megan Kendrick interviews brothers and co-owners Harrison (24) and Nick Dale (28) discuss launching the Cover and Supply Company, a hot tub cover manufacturing operation in Quakertown, Pennsylvania, next to their parents’ longtime Pelican Shops spa retail store. The entrepreneur team got into the business after other jobs, then bootstrapping production in a repurposed building while sourcing skins from China and navigating sudden tariffs. They cut EPS foam, draw patterns, seal and stuff covers, deliver with a truck/van, and sell largely through in-person store visits across PA, NJ, NY and nearby states. They’ve launched a dealer portal, built a warranty/serial-number labeling system, plan faster sealing equipment and a new facility, expect hiring soon, and note industry sustainability pressure around EPS and a university capstone effort to develop new cover designs. https://sparetailer.com/feed/podcast/ Show Notes with Timestamps: 00:00 Podcast Welcome01:09 Meet The Dale Brothers02:18 Family Business Roots03:28 Early Work Lessons04:20 Life Outside The Store06:32 Nick and Amazon Shift07:40 Values From Parents08:54 Why Start A Cover Company10:18 Bootstrapping and Tariffs12:58 Making Covers In House13:55 Cold Visiting Sales Strategy16:39 Freight Savings Pitch18:01 Choosing Sizes and Black19:02 Surprises and Precision21:09 Learning Machines and CAD23:04 Dealer Portal and Warranty24:33 Production Capacity Push25:14 First Week Reality Check26:25 Switching Off Owner Mode27:30 Tariffs and Figure It Out30:54 Scaling Up Space and Staff33:33 Service Area and Delivery Limits35:04 Spa Retailer Five Stories38:36 Worst Ideas and Hard Lessons40:40 Best Ideas and Family Business42:05 Media Picks and Kaizen Mindset45:37 Thanks and Sign Off

  6. Feb 18

    Episode #139 Finding Balance in Water Care with Susan McPhie

    In this episode of The SpaRetailer Podcast, host Megan Kendrick interviews Susan McPhie, VP of Business Development and General Manager at Silk Water Solutions (maker of SilkBalance). McPhie shares her background growing up in Montreal and living in Vancouver, speaking French, and early career paths including cabin safety training for a Canadian airline, real estate development, and the alcohol industry (including Mike’s Hard Lemonade), noting experiences in male-dominated fields. She explains Silk Water Solutions was founded in 2007 by her father, a former CEO of a major Canadian hot tub manufacturer, to simplify water care by preventing problems rather than treating symptoms, leading to patented technology developed with chemist Colin Taylor and updated over time to remain compatible with industry innovations such as monitoring systems and salt generators. McPhie describes how SilkBalance is used weekly to stabilize pH and alkalinity (supporting sanitizer efficiency), soften water feel, keep particles suspended to reduce buildup, and help protect spa components, while not acting as a sanitizer itself; it is available as a liquid or dissolving “Silk Gems” pods, and the company later launched SilkBalance Plus for saltwater systems. She recounts initially joining the business to build its social media presence, then moving into broader marketing and sales, navigating credibility as the founder’s daughter by learning water chemistry and working across roles, and reflecting on working closely with her father before his illness and departure from the company in 2020 during COVID. The conversation highlights the importance of succession planning, supporting brick-and-mortar retailers with sustainable recurring revenue, continued education and training, and maintaining company values including sustainability. McPhie and Kendrick discuss advocacy for women in the industry, the shift toward broader female representation, and the role of supportive men. https://sparetailer.com/feed/podcast/ Show Notes with Timestamps: 00:00 Welcome to The SpaRetailer Podcast + Meet Susan McPhie (SilkBalance “Orange Bottle”)01:49 Susan’s Roots: Montreal to Vancouver, Family Life & the Outdoors03:38 From UN Dreams to the Airline Industry: Discovering a Passion for Training05:45 Real Estate & Mike’s Hard Lemonade: Lessons from Male-Dominated Industries07:22 How Silk Water Solutions Started: Simplifying Water Care with Patented Tech11:37 What SilkBalance Actually Does: Softer Water, Stable pH/Alkalinity, Cleaner Spas17:19 How Susan Joined the Hot Tub Industry: First Trade Show & Falling in Love with the People21:45 From Social Media to Sales: Marketing, Storytelling, and Earning Credibility as the Founder’s Daughter27:34 Working with Her Dad + Succession Planning During COVID32:38 Leading Through Crisis: Resilience, Transparency & Team Support33:47 Why Wellness Products Matter: Hydrotherapy Benefits for Every Age35:58 Succession Planning 101: Start Now, Revisit Yearly, Align the Team39:00 Advocating for Women in the Industry: Breaking Bias & Expanding Roles47:28 Silk Balance’s Next Chapter: Tech, Simplicity, Retailer Support & Values50:53 SpaRetailer Five: First Sale, First Job (Ms. Ball!), Flops & Big Wins01:01:24 Favorites & Farewell: Podcasts, True Crime, Gilmore Girls, and Closing Thanks

  7. Feb 6

    Episode #138, The Future of Spa Retail Marketing: Expert Tips from Greg Haines

    In this episode of The SpaRetailer Podcast, host Megan Kendrick sits down with Greg Haines, CEO of Compass Digital, discussing digital marketing strategies and trends for the spa and hot tub industry. They delve into the importance of maintaining an up-to-date website and the increasing role of AI in digital marketing. Haines emphasizes practices such as using automations and segmentations in email marketing, and the value of working with either local or specialized national agencies. They also cover the significant role of AI and search engine adaptations, illustrating how businesses can optimize their online presence for 2026. The conversation further outlines budget considerations for marketing, the balance between awareness and lead generation efforts, and practical advice for using customer relationship management (CRM) tools effectively. https://sparetailer.com/feed/podcast/ Show Notes with Timestamps: 00:00 Introduction and Casual Conversation01:34 End of Year Reflections02:33 Meeting Agenda and Playbook Discussion05:36 Podcast Introduction and Guest Background06:56 Greg’s Career Journey15:18 Digital Marketing Insights28:42 AI and Future Trends30:34 The Shift to AI in Search Engines31:07 Optimizing Websites for AI31:39 Importance of FAQs and Local Content32:37 Structured Data and Site Audits34:25 Custom GPTs for Clients37:12 AI in Business Operations45:23 Digital Marketing Strategies for 202655:00 Personal Insights and Experiences59:01 Engaging Content and Lead Generation

  8. 12/10/2025

    Episode #137 Lighting up Your Backyard Oasis: A Conversation with Royce Manuelo from PAL Lighting

    In this episode of The SpaRetailer Podcast, host Megan Kendrick sits down with Royce Manuelo, the brand and product development manager from PAL Lighting based in Houston, Texas. Manuelo shares his journey from marketing various products to specializing in the lighting industry, ultimately making commercial lighting exciting. They discuss the evolution of pool and spa lighting and its significant impact on creating a bespoke and emotionally resonant backyard experience. Manuelo highlights PAL Lighting’s mission to ‘own the backyard’ by offering integrated lighting systems that sync with music and create relaxing environments. He encourages hot tub retailers to consider landscape lighting as part of their offerings to enhance the overall customer experience. Manuelo also recounts his first job, marketing insights, and the importance of understanding customer emotions in sales. This episode is a deep dive into how innovative lighting solutions can transform outdoor living spaces. https://sparetailer.com/feed/podcast/ Show Notes with Timestamps: 00:00 Introduction to the Spa Retailer Podcast00:36 Meet Royce Manuelo from PAL Lighting01:31 Royce’s Journey into the Lighting Industry03:13 PAL Lighting’s Innovations and Market Expansion06:11 The Importance of Lighting in Backyard Design11:25 Integrating Lighting Solutions for Hot Tub Retailers21:12 Support and Resources for Retailers22:21 Introduction to the Spa Retailer Five23:42 First Job Experiences26:05 Marketing Failures and Lessons Learned30:57 Marketing Success Stories35:58 Favorite Books and Podcasts38:35 Conclusion and Final Thoughts

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Ratings & Reviews

5
out of 5
12 Ratings

About

The Voice of the Hot Tub Industry

Information

  • Creator
    SpaRetailer Magazine
  • Years Active
    2017 - 2026
  • Episodes
    140
  • Rating
    Clean
  • Copyright
    © e0bbb380-89cb-11f1-8c2f-2b385bdc113c
  • Show Website
    The SpaRetailer Podcast