We’re excited to introduce you to the always interesting and insightful Rontario Hicks. We hope you’ll enjoy our conversation with Rontario below.
Alright, Rontario thanks for taking the time to share your stories and insights with us today. What was it like going from idea to execution? Can you share some of the backstory and some of the major steps or milestones?
My journey from idea to execution for Pool Scouts of Huntsville is a testament to strategic planning, leveraging military leadership skills, and maximizing franchise support systems. Here’s how I transformed an idea into a thriving pool service business:
From Concept to Reality: The Launch of Pool Scouts of Huntsville
1. Identifying the Opportunity
My decision to start a business was rooted in hands-on work, combined with customer and community service, but rather than starting from scratch, I strategically chose a franchise model. This decision allowed me to bypass many startup hurdles, leveraging Pool Scouts’ established brand, systems, and operational framework to accelerate growth.
2. Military Discipline Meets Business Strategy
With 24 years of military service in logistics and engineering, including four deployments, I had a strong foundation in leadership, discipline, and problem-solving—skills that seamlessly transitioned into franchise ownership. My ability to analyze data, make informed decisions, and manage people through change positioned me to lead effectively and gain efficiency.
3. The Execution Plan: Establishing the Business
My strategic approach to business execution included:
Building the Infrastructure: I started with two 10×20 storage units and rented parking spots, later upgrading to an RV storage unit to consolidate operations.
I scaled from an initial two vehicles to five, with a long-term goal of owning seven to eight.
Hiring and Team Structure: I built a skilled team, adding an assistant manager, office management team, and part-time employees to streamline operations and increase scaling during peak season.
Marketing Investments: The decision to invest in digital marketing, direct mailers, and community engagement at home and garden shows helped drive customer awareness and revenue.
4. Growth and Adaptation
Pool Scouts of Huntsville grew quickly due to high-quality service, technologically advanced equipment, and customer focus based on the 5-star experience:
Customer Expansion: We continue to look for ways to be an industry leader by staying on the cutting edge of innovation. We introduced winter services, green pool restoration, salt cell upgrades, liner replacements, and expanded chemical sales, increasing profitability.
Customer Satisfaction: Pool Scouts of Huntsville’s 2025 NPS goal is a projected to be a 97. Using every opportunity to enhance our “Perfect Pools, Scouts Honor” satisfaction.
5. Overcoming Challenges and Looking Ahead
With a focus on increasing profitability, refining operations, and enhancing customer engagement, Pool Scouts of Huntsville remains a strong player in the local pool service industry.
Key Takeaways
Strategic Franchise Selection: Accelerated business growth using a proven model.
Military Leadership Skills: Disciplined execution and team management.
Marketing & Community Engagement: Investing in local events and direct outreach.
Scaling with Smart Investments: Expanding fleet, storage, and services to meet demand and be the one-stop shop for pool operations.
Resilience & Adaptation: Facing challenges head-on while optimizing revenue streams.
From an idea to a fully operational business, my journey with Pool Scouts of Huntsville reflects strategic decision-making, operational excellence, and an unwavering commitment to delivering “Perfect Pools, Scouts Honor.”
As always, we appreciate you sharing your insights and we’ve got a few more questions for you, but before we get to all of that can you take a minute to introduce yourself and give our readers some of your back background and context?
I’m Rontario S. Hicks, owner and General Manager of Pool Scouts of Huntsville. I am a graduate of Alcorn State University, the oldest land grant school in Mississippi. I am a proud life member of Kappa Alpha Psi Fraternity Inc. A member of Prince Hall Freemasonry, Morning Star Lodge #50, Order of Eastern Star member of Henley Chapter #855, Shrine member of Malik #270, Distinguished Toastmaster as a member of Premier Providers, Madison Rotary as a Rotarian member, Military Emeritus with the Space and Rocket Center, BNI member with club Synergy, Improved Benevolent Order of Elk member of R.E. Nelms #977 as I use these organizations to extend my reach with the Tennessee Valley Community.
My journey into the pool service industry was not a traditional one—I spent 24 years in the military, serving in leadership roles at both organizational and strategic positions culminating with four deployments as a combat veteran. Throughout my formative years, I periodically performed work as a pool technician which was always fun for me. Through my time in the military, I honed my skills in strategic planning, discipline, and problem-solving, which became invaluable when I transitioned into business ownership. With the help of my entrepreneurial coach Stephen Manker we landed on Pool Scouts. After we met with the CEO and COO of Buzz Franchise Brands and the CEO of Pool Scouts I was sold. They believed in a family atmosphere and helping franchisees succeed.
Instead of starting from scratch, I chose to invest in a franchise model. I wanted a proven system, strong brand backing, and operational support—elements that would allow me to grow quickly and efficiently. Pool Scouts stood out because of its commitment to customer service, professionalism, and the use of cutting-edge technology.
What We Do at Pool Scouts of Huntsville
We provide premium pool cleaning, maintenance, installation of pool covers and fences, and repair services, ensuring that homeowners can enjoy their pools without the hassle of upkeep. Our services include:
✔ Routine pool cleaning & maintenance along with pool inspections
✔ Seasonal pool openings & closings
✔ Algae removal & green pool restoration
✔ Winterization services
✔ Equipment installation, repairs, & upgrades
✔ Chemical balancing & water treatment
We also specialize in working with leading brands like Pentair, Hayward, Zodiac, and Fluidra, serving as a warranty station for these major pool equipment manufacturers.
Problems We Solve for Our Clients
Owning a pool should be a luxury, not a burden. Our clients often face challenges like:
❌ Unbalanced water chemistry leading to algae or equipment damage
❌ Clogged filters and malfunctioning pumps that reduce efficiency
❌ Uncertainty about proper pool care which leads to costly repairs
❌ Time-consuming maintenance interfering with their ability to enjoy their pool
We solve these problems by providing reliable, expert service with trained professionals, industry-leading technology, and a commitment to customer satisfaction.
What Sets Us Apart
✅ Professionalism & Expertise – We bring a high standard of service, unlike many independent operators. Our team is certified, trained, and continuously learning about the latest industry advancements.
✅ Customer-Centric Approach – We believe in making pool ownership stress-free, ensuring that every client gets personalized service and clear communication.
✅ Franchise Support & Technology – As part of a national brand, we leverage cutting-edge tools, customer service automation, and best practices to provide an unmatched experience.
✅ Military Discipline & Leadership – My background means we operate with precision, efficiency, and reliability—qualities that our customers appreciate.
Proud Moments & Achievements
Business Growth: In three years, we have grown from zero customers to a six-figure business, expanding our fleet, storage, and service capabilities.
Customer Satisfaction: We have built a powerful reputation, improving our Google reviews from 21 to 69 and setting a goal to increase our Net Promoter Score to 97.
Community Engagement: From participating in the Huntsville Home and Garden Show to mentoring young professionals, we believe in giving back to our community.
What I Want You to Know
✔ Your pool is an investment, and we are here to protect it. We don’t just clean pools—we extend their lifespan, ensure efficiency, and create a safe environment for your family.
✔ We’re constantly improving. Every year, we refine our services, expand our expertise, and listen to customer feedback to provide even better solutions.
✔ We make pool care simple. Call us today at 256-863-3727 or visit www.poolscouts.com/huntsville to schedule a service. Let us handle the work so you can enjoy your pool—Perfect Pools, Scouts Honor!
What’s a lesson you had to unlearn and what’s the backstory?
Unlearning to Grow:
One of the biggest lessons I had to unlearn in my journey as a business owner was the idea that I needed to be involved in every detail to ensure success. Coming from a military background and having experience leading through high-stakes environments, I was used to being hands-on, making quick decisions, and ensuring things were done with precision.
However, in running Pool Scouts of Huntsville, I realized that true growth required me to trust my employees and empower them to take ownership of their roles. Initially, I found myself overly involved in daily operations—wanting to oversee every repair, every customer interaction, and every service call to protect the brand. But I quickly learned that this approach limited the scalability of my business.
What I Had to Unlearn
I don’t have to do everything myself. My role isn’t to be on every job site—it’s to build a system that runs efficiently without my constant oversight that has tools to ensure the customer experience is nothing stellar of 5 stars.
Trusting my employees leads to better results. When I gave my team the authority and confidence to make decisions, they stepped up in ways I didn’t anticipate.
My job is to work on the business, not in the business. By learning to delegate and build a leadership team, I’ve positioned the company for sustainable growth.
The Impact of This Shift
Once I made these changes, I saw a real difference:
Adding an assistant manager allowed me to step back and focus on long-term strategy.
Team ownership increased. Employees felt more invested in their roles, leading to better service and customer satisfaction.
Growth became possible. Instead of being stuck in daily operations, I could focus on expanding services, marketing, and strategic partnerships.
This process of unlearning micromanagement and embracing delegation has been one of the most valuable lessons in my entrepreneurial journey. For any small business owner looking to scale, my advice is: trust your team, build leadership within your company, and give yourself the space to grow your business, not just run it.
What do you think helped you build your reputation within your market?
Building a reputation in any market requires a combination of consistency, quality service, customer engagement, and strategic decision-making. For Pool Scouts of Huntsville, several key factors contributed to establishing a strong presence in the industry.
1. Commitment to Excellence and Professionalism
From the beginning, I made it a priority to set high standards for service. Unlike many pool service providers, Pool Scouts operates with a structured system that ensures: Professional, trained technicians who follow industry best practices using high-quality equipment and chemicals to extend the life of pools. A focus on customer service and clear communication. We are not just a pool cleaning service; we are pool care professionals who ensure customers can enjoy their pools without stress.
2. Leveraging My Military and Leadership Background
My military experience taught me the importance of discipline, structure, and strategic planning—all of which I applied to my business. Customers trust us because of our reliability, efficiency, and attention to detail. These qualities have helped Pool Scouts of Huntsville stand out from competitors who may not have the same level of organization or commitment.
3. Delivering on Customer Satisfaction
Word-of-mouth and customer reviews have played a huge role in building our reputation. Pool Scouts of Huntsville is consistently: following up with customers to ensure satisfaction, addressing concerns quickly to maintain trust, and encouraging online reviews and feedback to highlight real experiences. Our Google reviews grew from 21 to 69 in just a year, and we have set a goal to continue improving our Net Promoter Score (NPS) to 97.
4. Investing in Marketing and Community Engagement
Pool Scouts of Huntsville did not just wait for customers to find us—we made sure we were visible by participating in local events like the Huntsville Home and Garden Show, using targeted digital marketing and direct mail campaigns, and creating engaging social media content to educate and connect with customers. By being present in the community, we reinforced our reputation as the go-to experts in pool care.
5. Building a Strong Team and Delegating Leadership
One of the biggest turning points for our reputation was trusting employees to take ownership of their roles. Hiring an assistant manager, training our technicians, and giving them the tools to succeed allowed me to step back and focus on strategic growth. This shift ensured that customers received consistent, high-quality service even when I wasn’t directly involved in every interaction using compliance tracking.
6. Becoming a Warranty Service Provider
Establishing partnerships with top industry brands like Pentair, Hayward, Zodiac, and Fluidra positioned Pool Scouts as a trusted expert. Being a warranty station for these brands demonstrated our credibility and ability to handle complex pool system needs.
What This Means for Our Customers
Customers understand they are collaborating with skilled professionals, not just an ordinary pool service. Customers trust Pool Scouts to protect their investments and keep their pool in peak condition. Customers can count on reliable service, clear communication, and honest recommendations which instill trust in the process from start to finish.
Final Thoughts
At Pool Scouts of Huntsville, we understand a good reputation is not built overnight. A good reputation takes consistency, trust, and continuous business improvement. By focusing on professionalism, customer satisfaction, community engagement, and strong leadership, Pool Scouts of Huntsville has become a recognized and respected brand in and around the Tennessee Valley.
Contact Info:
- Website: https://Www.poolscouts.com/huntsville
- Linkedin: https://www.linkedin.com/rontariohicks
Image Credits
Cmorenuphtography