In episode 250 of the Pool Nation Podcast, Edgar and Zac are joined in-studio by Alicia Stephens and Rick Harvey from BioLab for a hilarious, insightful, and business-packed episode you won’t want to miss. They dive deep into what it really takes to build a 5-star pool business—from premium customer experience and staff onboarding to powerful loyalty strategies that keep customers coming back year after year.

🎤 Plus: Rick shares how he went from Red Bull to pool pros, Alicia spills the story of accidentally giving “the talk” to a 6-year-old, and the crew talks about the magic of time management, retention strategies, and why every pool pro needs to stop shopping with their own wallet.

This episode is a must-listen for service pros, retailers, and anyone looking to level up their business through education, relationships, and premium customer care.

Sponsored by: SPPA, BluRay XL, AquaStar Pool Products, BioLab, Natural Chemistry, Raypak, Hayward, Poolside Tech, Pool Brain, Pool Invoice and Nidec.

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  [00:00:00 ] Welcome to the show – The Pool Nation crew is back with Alicia Stephens & Rick Harvey

  
  


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  [00:01:30 ] Marco Polo champions, vacation stories, and wasp attacks

  
  


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  [00:03:00 ] Meet Rick Harvey: Yes, he’s not Steve Harvey’s brother… but he’s got the good looks

  
  


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  [00:06:30 ] Hilarious family stories, chaos crew updates, and why Edgar now cherishes loud homes

  
  


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  [00:10:00 ] Pool Nation Awards nominations, women’s summit prep & Alicia’s comedy debut

  
  


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  [00:14:00 ] Pool Nation Conference business classes revealed: Profit, pricing, financials & teams

  
  


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  [00:19:00 ] Why Alicia is doing stand-up comedy—and yes, drinks will be required

  
  


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  [00:23:00 ] Rick Harvey’s origin story: From Red Bull to BioLab to business strategist

  
  


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  [00:27:00 ] Why Biolab is built on education—and how it drives premium retail success

  
  


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  [00:31:00 ] How BioLab elevates pool pros through training, coaching, and business support

  
  


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  [00:34:00 ] Why fun + learning = retention (and the secret to Alicia’s powerful classes)

  
  


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  [00:38:00 ] The ROI of training your employees—even if they’re only with you one season

  
  


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  [00:41:00 ] Simple but powerful ways to elevate the customer experience (Retail + Service)

  
  


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  [00:47:00 ] Are you a 5-Star Business? Here’s how to find out (and fix it fast)

  
  


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  [00:50:00 ] “Don’t shop with your wallet”—How to sell premium without assuming budget

  
  


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  [00:57:00 ] What actually builds retention—and why most pool pros overlook it

  
  


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  [01:04:00 ] The key to follow-up, trust, and customer loyalty (plus a shout-out to veterinarians)

  
  


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  [01:08:00 ] Social reviews, negative feedback, and turning critics into loyal fans

  
  


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  [01:13:00 ] Why retaining customers is 10x more powerful than finding new ones

  
  


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  [01:23:00 ] Bonus Story: Alicia’s infamous “birds and the bees” moment babysitting Rick’s daughter

  
  


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  [01:27:00 ] Final thoughts: What’s your business really doing to go from 4.8 stars to 5?