Episode 283: Inside Hayward: Innovation, Support, and the Future of Pool Equipment with Monica Archibald
In this episode of the Pool Chasers Podcast, Greg and Justin sit down with Monica Archibald, District Sales Manager at Hayward Pool Products, for an in-depth conversation on the evolution of pool equipment, customer service, and industry innovation. Monica shares her journey from customer service in Temecula to becoming a key figure at Hayward, offering insights into how the company listens to the market through "Voice of the Customer" initiatives.
They explore differences between the California and Arizona markets, the perception of pricing in the industry, and Hayward’s approach to product support and training. Monica discusses new developments like the XL pump, advanced cartridge filters, co-op programs, and the recently acquired Clark King commercial division. The trio also touches on the importance of service after the sale, the reality of product development cycles, and the role of relationships in driving success.
Whether you're a pool pro, builder, or someone exploring new equipment options, this episode offers valuable behind-the-scenes insight into one of the industry’s leading manufacturers.
Connect with Hayward Pool Products:
Topics Discussed:
[00:00] – Monica answers a call from Costco: her commitment to support
[00:37] – Guest intro: Monica Archibald, District Sales Manager at Hayward
[01:00] – USC vs. UCLA banter and personal backstory
[02:00] – How Greg, Justin, and Monica met; before and after "The Beard"
[04:00] – Hayward’s outreach events and facility tours in Arizona
[05:00] – Monica’s early days in California pool scene and “Costco call” story
[06:30] – Starting in the pool industry: Xerox to Oreq to Hayward
[08:00] – Monica’s original role: Marketing, not sales
[09:10] – Hayward’s co-op program and truck wrap example (Sunstate Pools)
[10:00] – Changing negative perceptions about Hayward (e.g. EcoStar)
[12:20] – Service after the sale: Monica’s sales approach
[13:50] – Overcoming objections: Building value, not just product pushing
[15:50] – Arizona vs. California markets: Pricing race to the bottom
[16:30] – Why the Arizona pool market is undercut-driven
[18:00] – JMax’s pricing perception vs. reality and builder relationships
[20:00] – The value of support, problem-solving, and late-night service
[21:00] – What really causes equipment issues: often plumbing, not product
[22:30] – Hayward’s field response culture: being proactive
[23:40] – Hands-on training, FaceTime tech support, and white-glove installs
[25:00] – Hayward’s Omni automation system – scalable & consistent
[26:00] – Capturing install training on video for future reference
[27:00] – Virtual training resources & knowledge base access
[28:10] – Meta glasses and future of remote service tech
[29:00] – Rushing innovation vs. perfecting what works
[30:20] – Innovation pressure vs. reliability tradeoffs
[31:00] – Commercial vs. residential product differences
[32:30] – Berkeley pump install story – residential application of industrial tech
[33:00] – Opportunity for Hayward to highlight its full commercial lineup
[34:00] – Hayward’s new 3-inch true valves: pros and cons
[35:30] – XL pumps, high-flow options, and wet end differences
[37:00] – Matching filters with new pump types: top manifold advantages
[39:00] – Hayward’s top performing markets: Florida, Texas, California
[40:30] – Hayward’s US and global facilities (Arizona, Tennessee, Spain, etc.)
[42:00] – Manufacturing tours and behind-the-scenes operations
[43:30] – Summits, destination events, and industry networking (Nashville, Lisbon, Punta Mita)
[47:30] – For new pool pros: how to find reps and start relationships
[49:00] – Hayward’s “Bounty Program” – up to $100 per product replaced
