Selling Outcomes, Ryan Walker Part ll

Pool Pros text questions here

In the conclusion of Natalie Hood’s conversation with Ryan Walker, the focus shifts from “selling pool stuff” to selling outcomes: experience, lifestyle, confidence, and trust. This episode pulls the curtain back on what’s really happening in today’s retail and builder sales environment—homeowners aren’t shopping locally anymore. They’re shopping globally through TikTok, Instagram, and Pinterest, then walking into your store or your design meeting with Dubai-level expectations and a Michigan budget… and they still want you to make it real.

Ryan breaks down why dealers and retailers can’t win by being defensive, dismissive, or stuck in “this is how we’ve always done it.” Instead, the winning move is customer-centric discovery: show what’s possible, guide the customer through tradeoffs, and give them a solution—not a shutdown. Along the way, the conversation hits pricing psychology, upselling ethically, supplier partnerships, training your staff in the off-season, and why one bad review can punch harder than ten great ones.

What This Episode Covers

Selling the vision, not just the pool
Homeowners aren’t buying “a body of water.” They’re buying backyard life that replaces travel, replaces entertainment, and becomes the family experience hub. Pools (and even above-ground setups) have evolved into full environments—decks, lighting, wellness add-ons, the whole vibe.

Why “cheap” isn’t the conversation anymore
With pool projects regularly crossing the $100K mark, obsessing over saving $50–$200 can be meaningless against the total investment (and the loan). The real job is to help the buyer spend smarter, not just spend less.

Social media has changed the customer’s brain
Customers aren’t looking at “what sells in this zip code.” They’re looking at what looks insane on a reel. Dealers who don’t adapt to global inspiration trends risk sounding outdated or dismissive—and that’s how you lose the room (and the sale).

Dealers must stop taking trends personally
If a customer brings you an idea that’s unrealistic or “not right for your market,” the answer isn’t a slammed door. The answer is:

• explain why it’s hard,
• explain what it would require,
• and offer an alternative solution that gets the same feeling with fewer headaches.

How to upsell without being gross
Ryan points out that strong sales isn’t pressure—it’s clarity. Customers want you to guide them. If you can retain attention, build trust, and connect features to outcomes, you can justify premium choices without acting like a carnival barker.

Heat pump myth-busting (yes, even in cold markets)
The episode calls out the “heat pumps don’t work here” mindset and reframes it: heat pumps work in Canada, and Canada is colder than Michigan. Translation: the barrier isn’t physics—it’s explanation and expectation-setting.

Supplier relationships: stop waiting to be visited
Reps cover huge territories and get flooded with requests. If you want training, product support, or attention—ask for it. Call. Get the rep’s number from the distributor. The hungriest dealers get the most support because they create the reason to show up.

Off-season is training season
 

Retail’s biggest killer: bad reviews
 

Training staff for the modern reality

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