When an organizational framework properly unites its people, place, and processes by putting the customer at its core, exceptional service becomes possible across customer touch points. This creates greater intent to return and recommend, as well as a stronger competitive edge. With more than 100 years of world-renowned customer service, no one understands this better than Disney.

What You’ll Learn:

• Adapt time-tested Disney business insights to assess and improve your organization.
• Determine how you can differentiate your service to become a provider of choice.
• Design quality service standards to create a consistent service experience.
• Use tools to gauge the needs, wants, stereotypes and emotions of your customers at an individual level.
• Understand the processes necessary to develop a culture that consistently delivers exceptional service.
• Recover effectively from a service failure and turn it into an opportunity to strengthen customer relationships.

There are four interconnected processes that define an organization’s culture: employee selection, training, communication and care. Each is crucial to creating and nurturing a culture of excellence. With a rich tradition and heritage built upon creating memorable experiences, The Walt Disney Company has consistently worked to attract, develop and retain employees dedicated to this vision.

What You’ll Learn

• Adapt time-tested Disney business insights to assess and improve your organization.
• Shape your organization's culture based on desired employee behaviors and select people who fit that culture.
• Adapt Disney training strategies that ensure employees are confident in their roles by creating a holistic plan.
• Develop high-quality communication that strengthens your organization's culture and engages your employees.
• Create a supportive environment through genuine care, including employee recognition and the elimination of workplace hassles.

SPEAKER: Kyle Scheele

We’ve all said it: “If only I had ________, then I could do __________.” 

We’re convinced that the only thing standing between us and our best work is more money, more time, more resources, more buy-in, a better team, a better boss, a better piece of software… the list goes on. But the truth is, real creative work thrives within constraints. 

True creative work exists in the gap between what you have and what you think you need. After all, if you had everything you needed, you wouldn’t need creativity at all.  True creativity showed up when the Apollo 13 astronauts had to make square filters fit round tubes. It showed up when a global pandemic made in-person work a liability. And it’ll show up for you too, once you let go of your misguided beliefs about what true creativity requires. 

In this talk, Kyle will: 
• Show how constraints are the breeding ground for creativity. 
• Identify the difference between constructive constraint and restrictive constraint. 
• Help reframe the constraints in your organization and find the solutions you’ve been searching for.
• Walk through tools and exercises to break through creative blocks.

SPEAKERS: Steve Olinger & Ted Lawrence

2027 is about strengthening what dealers value most: expertise, reliability, and confidence. Join BioLab President Steve Olinger and Senior Vice President of Sales Ted Lawrence as they unveil the vision, momentum, and investments driving BioGuard forward and creating new opportunities for dealers in 2027 and beyond. With major investments in manufacturing capacity, advanced planning tools, expanded distribution capabilities, and enhanced fulfillment solutions, we're creating a stronger, more responsive organization focused on helping dealers succeed. Combined with the industry's most trusted brands, deep technical expertise, and an unwavering commitment to customer support, these investments position BioLab to deliver an even better dealer experience. We're not standing still, we're raising the bar, moving faster, and building the capabilities that will help our dealers thrive for years to come.

SPEAKERS: Ryan Andersen & Michael Giampaolo

The BioGuard marketing team will use this hour to show dealers how Completely BioGuard is evolving from a campaign into a full growth platform. The conversation will connect the emotional power of “Confidence for Every Pool Moment” with practical dealer opportunities, including premium portfolio growth, Shock Complete, Spazyme 2.0, turbidimeter-driven sales, consumer promotions, rebate learnings, co-op expansion, and the upgraded MyBioGuard experience. Dealers will see how each piece works together to make BioGuard easier to shop, easier to sell, and easier for consumers to trust. It’s a forward-looking session designed to spark confidence, simplify execution, and help dealers bring the BioGuard story to life in every customer conversation.

SPEAKER: Rick Harvey

Work Smarter: Practical AI Tools for Today's Pool Professional

Artificial Intelligence is no longer a futuristic concept. It's a practical business tool that can help retailers save time, create marketing content, improve customer communication, and streamline daily operations. Join us as we explore simple, real-world applications of AI that can increase productivity and free up more time to focus on customers and growth. Whether you're new to AI or already experimenting with it, you'll leave with actionable ideas you can implement immediately.

SPEAKER: Rachel Tam

Beyond the Post: Social Strategies for Stronger Connections

Many retailers know they should be using social media, but few know how to turn likes and comments into a repeat customer. This session focuses on building a strategic social media presence that drives awareness, increases customer engagement and strengthens customer loyalty. Learn what content performs best, how to create posts efficiently, and how to use social platforms to showcase your expertise and grow your business.

SPEAKER: Alicia Stephens

The internet has an opinion about your customer’s pool. Unfortunately, it isn’t always a good one.

From social media “hacks” and online forums to outdated rules of thumb and questionable search results, pool owners are surrounded by information that can make proper water care more confusing. And when those ideas make their way across your counter or into a backyard conversation, simply saying, “That’s not how it works,” probably won’t change anyone’s mind.

This session tackles common pool care myths and puts the science behind them to the test. We’ll explore what’s true, what’s misleading, and what’s just plain wrong, while giving you practical strategies for explaining the science, challenging misinformation without creating confrontation, and building customer trust. Leave better equipped to cut through the digital noise and be the pool care expert your customers can rely on.

SPEAKER: Hunter Hadaway

Your Digital Toolbox: Getting the most from myBioGuard.com

myBioGuard.com offers far more than product information. It serves as a powerful resource for training, marketing, reporting, certification management, business tools, and operational support. In this session, we'll provide a guided tour of key features and hidden gems that can help improve efficiency, strengthen customer relationships, and support business growth. Learn how successful dealers leverage the platform to save time and gain a competitive advantage. Based on resources and training capabilities available through the myBioGuard.com platform.

SPEAKER: Mallory Wachowski

Turning Water Tests into Revenue: Using ALEX KPIs to Drive Growth

Every water test tells a story, but are you using that data to improve business performance? In this session, we'll explore the key performance indicators available through ALEX and how dealers can use them to increase sales, improve employee accountability, identify growth opportunities, and enhance customer retention. Learn how to measure what matters, track performance trends, and transform water testing from a customer service offering into a powerful business growth strategy. Based on proven KPI methodologies focused on water testing performance, sales per test, customer retention, and profitability measurement.

MODERATOR: Alicia Stephens

Leading with Confidence: Women Shaping the Future of the Pool Industry

Join an inspiring panel of accomplished women from across the pool and spa industry as they share their journeys, challenges, successes, and lessons learned along the way. Through candid conversation and practical advice, attendees will gain valuable insights on leadership, authenticity, professional growth, and supporting the next generation of industry talent. Whether you're an emerging leader or a seasoned professional, you'll leave encouraged, empowered, and ready to make an even greater impact.