3 KeyGas PressureTestsPage 5

IDL2Breakthroughs

Pages 2-4

POOL PRODUCTSA technical publication for Hayward dealers and service providers

Welcome Back: Diving into heatersWelcome to this second edition of the Hayward Splash, our technical services newsletterwhich this quarter features the new IDL2 heater and related topics.

Specifically, you can read about the IDL2’s advanced flame sensor and how it works.Another article spotlights the new silicon-nitride ignitor – the first of its kind in the poolindustry. Plus, we’ve highlighted key differences affecting IDL2 installation, as well asnotable operating differences impacting you and your customers.

Response to our inaugural issue was fantastic. We have heard from numerous customers thankingHayward for the Splash publication, leading the industry with a much-needed technical service publi-cation. We thank you for your very positive feedback!

We also had dozens of Splashback Contest participants, and encourage our dealers and their staffs to participate inthis issue’s contest. One winner will be selected from the correct entries to receive a valuable service tool – an Omegadigital manometer (pictured below). We hope you enjoy reading this issue and will be able to use the information toimprove your business, both in service and with Hayward products.

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Phantom® isfirst cleanerto tackle it all!From the top of the pool to thebottom, from the steps to the sides– and everywhere in between –Hayward’s new Phantom (above) isthe industry’s first automated poolcleaner to handle both surface clean-ing and bottom cleaning – a TOTALcleaning solution.

— Inside —Nitride ignitorRaises the bar pg 4

SuccessNot Stress pg 6

With the flip of a switch, Phantomwill clean the bottom or the surface ofthe pool – or both!

Look for more about the HaywardPhantom in future issues.

Volume 2 Issue 1

While fanning the flames of frustration, undetected gas pressure problems also fuel an even biggerproblem – that being the multitude of perfectly good heaters that get rebuilt from the ground up, onenew part after another, before technicians stumble across low gas pressure being the real culprit.

Low gas pressure is so frequently the real culprit in heater problems, we jokingly refer to theHayward heater “IF” fault code as meaning Insufficient Fuel – though the IF code actually stands forIgnition Failure.

THE GOOD NEWS IS, armed withsimple, step-by-step procedures for threesequential gas pressure tests detailed onpage 5 in this issue of Splash, technicianscan eliminate all the frustration by cor-

rectly identifying insufficient gas pressureand its source in very little time.

First, some basics. Gas pressure readings and tablesare expressed in “WC” (inches of water column), andtesting is done with a manometer. An old manual ma-nometer will do the trick, though a newer digital ma-nometer is far easier, more accurate and much simplerto use. Costing less than $100, the digital manometer(pictured above) should be a staple tool in everytechnician’s toolbox.

Propane vs. Natural Gas. Gas pressure (WC) re-quirements differ substantially for propane vs. naturalgas fuel sources. The adjacent chart shows WC require-ments for the most popular Hayward heaters. For indi-vidual product specs and other information, please referto the heater’s label or the heater’s Installation & Opera-tion Manual.

(A) Previous to Serial Number 1115 3115 (B) Starting with Serial Number 1115 3115

3 KeyGas PressureTestsPage 5

By a wide margin, the most common reason for gas heater failure – and single, biggest source offrustration for pool service technicians – is insufficient gas supply.

Confusion and outright misperceptions about proper gas pressure testing procedures forswimming pool heaters are major roadblocks for many pool technicians.

INSIDE: Manometer testing demystified

Low gas pressure fuels heater woes

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Please send commentsor suggestions to:

SplashHayward Pool Products1 Hayward Industrial Dr.Clemmons, N.C. 27012

or e-mail us at:Splash@Haywardnet.com

TWOPAGE

POOL PRODUCTS

Chlorine mustfully diluteImproper chlorinatingcan damage heaterImproperly installed chlorinators and otherimproper chlorine introduction methods areleading contributors to premature failure ofheat exchangers on gas heaters.

PUMP

FILTER

HEATER

CHECKVALVE

POOL PRODUCTS

The Display Board and Ignition Control Board are con-nected with a four-pin ribbon cable (circled at right). The rib-bon cable is not polarized, meaning it will plug onto the con-trol board in either direction. Reversing it will not damage any-thing. However, only one direction will allow the heater to op-erate.

So, if the heater display is blank after electrical installation ormaintenance, invert the cable on the Ignition Control Board’s“display” pin, as the cable may have been removed and acci-dentally inverted during the process. If the display then comeson, but displays ‘CE’, remove power to the heater for oneminute, then reconnect the power.

Note that several new codes have been added to the fault

New Boards & Codes

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Additional Diagnostic CodesBD Bad Board

or Secondary High-Voltage Fault

EE Bad Board

CE Communication Error(between control module &display interface assembly)

IO Ignitor Failure

SB Keypad Failure

RIF IgnitioSF TempHS Maxi

TempHF Flame

Not ELO Temp

Wateor Ve

AC BlowAO Blow

The intellectual heart of the IDL2 resides on three integrated but separate circuit boards:

Chlorine and other sanitizers should always be introducedin a manner allowing it to dilute with the pool’s entire bodyof water. So, never place chlorine tablets in the skimmerbasket or you might be replacing a heat exchanger soon.

When installing a chlorinator, it mustbe installed downstream from theheater, and at a lower elevation than theheater outlet connection. It is alsoimportant that a corrosion proof checkvalve is installed between thechlorinator and the heater outlet toprevent concentrated chlorinated waterand gas from siphoning back into theheater when the pump is shut off.

Skimmers, for example, serve as a single orpartial return line to the pump. When chlorinetablets are dropped into a skimmer, waterreturning to the pump will be highly chlorinatedsince the chlorine is dissolving in a small amountof water in the skimmer basket area. This highlychlorinated water passes directly through the heatexchanger, and over a short period of time can causedamage to (or premature failure of) the heat exchanger.

Fuse Board – Isolation from other boards allows easy fuse replacement, and affordsgreater protection to the other circuit boards.

Display Board – Mounted directly behind the keypad on the control panel.

Ignition Control Board – Isolation from the display board allows enhanced func-tionality and better diagnostics.

Rectification Flame Sensor

Physics, you say? Flame rectification?Don’t let the fancy language scare you – because the

concepts behind rectification flame sensing are reallypretty simple.

First, we must understand that there are three ba-sic areas of a flame. The inner cone of the flame con-tains mostly unburned gas. The flame’s outer conecomprises plain air, for the most part.

Between the inner cone and outer cone residesthe dark blue area of the flame – the most importantpart of the flame. Anyone who has used a blow-torch already knows this dark blue area is the ‘hot-test’ part of the flame.

Another unique aspect of the blue area of theflame is that it has the ability to conduct electricalcurrent. This is because the burning flame actu-ally ionizes (electrically “charges”) the atmospherewithin this part of the flame.

THIS IONIZATION, which allows the flameto conduct current, is the key scientific principle be-hind a flame sensor.

By placing one wire of an electrical circuit on oneside of the flame, and placing the circuit’s other wireon the other side of the flame, we can count on theflame completing that electrical circuit.

The IDL2 flame sensor uses the flame to complete

code menu to assist in field troubleshooting. As part of the new design, you will also notice many fewer nuisance faults,particularly on the ignition system and flame sensor.

IDL2 UNDERtheHOOD

a circuit from the flame sensor electrode to the burnertube – where the burner tube is the ground side of ourcircuit. The control board is monitoring this currentgoing through the flame and to the burner tube. Noflame, no complete circuit.

NOW ... ON TO RECTIFICATION.Rectification is an electrical term for converting an

alternating current (AC) to a direct current (DC).You may recall from science class that alternatingcurrent (AC) flows in both directions along a con-ductor while direct current (DC) travels in onedirection only.

The flame sensor on the IDL2 is fed by ACcurrent. We could monitor this AC current leav-ing the flame sensor electrode, flowing throughthe flame and to the burner tube, which is a com-plete circuit when the flame is on.

The problem with this method is that any ACleakage from the flame sensor insulation or the wiresthat lead to it (a short to the cabinet for example) wouldbe “sensed” as a complete circuit (flame present) andwould allow the gas valve to remain open even if theflame goes out – not a good thing!

To avoid this problem we rectify the AC currentflowing through the flame and to the burner tube toa DC current. We will only monitor this DC current,so now any leakage in the AC circuit of the flamesensor will no longer be sensed, providing a muchsafer flame sensing system.

THIS RECTIFICATION IS ACHIEVED throughthe use of different-sized conductor surface areas – theflame sensor electrode being the small conductor andthe burner tube being the large conductor.

Flame sensors are an integral safety feature in everyHayward gas heater, triggering an automatic shut-down of gas flow any time a live flame cannot be veri-fied by the sensor.

But exactly how does a flame sensor work?

The answer rests in the physics of rectification flamesensing, of course!

CHLORINATOR

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POOL PRODUCTSPOOL PRODUCTS

PAGE THREE

Retained Codesition Failure

mperature Sensor Input Failureximum Return Water

mperature Exceededme Present with Gas Valvet Energized

mperature Limit Switch Fault orter Pressure Switch Fault

Vent Pressure Switch Faultwer Vacuum Switch Closedwer Vacuum Switch Open

Technological advancesunveiled in

Hayward’s newIDL2 gas heater will

be appreciated bytechnicians as

well as poolowners.

Bypass Connection Simplified

Terminal 2-wire 3-wire

Pool ............ Either wire .... Pool/Low24 VAC ....... Either wire .... Common

Spa .................................... Spa/High

Setting up bypass operation

temperature sensor for regulating water temperature, while a three-wire remoteswitch allows the “Pool” and “Spa” modes to be remotely selected.

Using the table above, connection of remote switch wiring to the ignition board’sblue connector is pretty straightforward. Remember that remote wiring should alwaysbe run in a separate conduit, using 22 AWG wire for runs less than 30 feet, and 20AWG wire for longer runs (not to exceed 200 feet).

The IDL2 is preconfigured for three-wire remoteswitches. To configure the heater after installing a two-wire thermostat control, select “standby” with the controlpanel’s “mode” key. Then depress the “mode” and“down” keys for three seconds – until the panel displays“BO” (for bypass operation).

The IDL2 ignitioncircuit board has beenmodified to accommodateeasy connection of eithertwo-wire or three-wirebypass installationts (viathe blue connector circledat left). A two-wirethermostat has its own

Bypass (remote thermostat) operation for the IDL2is set with a keypad sequence, instead of circuit boarddipswitches as used on previous IDL models (see articleto left).

This simplified process greatly reduces potential in-stallation errors, but has one notable difference: Safetyprecautions prevent the bypass (remote) setting frombeing activated while any fault code is displayed.

Therefore, during pre-installation, a two-wire bypasscannot be activated until (a) there is water in the pooland (b) the pump-and-filter system is fully operating. Oth-erwise, a ‘LO’ fault code will be displayed because ofinsufficient water flow to satisfy the heater’s water pres-

sure switch, a key safety fea-ture.

Therefore, pre-installa-tion plans must include areturn trip to set bypass op-eration after the pool is fullof water and the pool sys-tem is fully operating.

FUSEBOARD

FUSEBOARD

POWER / CONTROLTRANSFORMER IGNITION

MODULE

POWER / CONTROLTRANSFORMER IGNITION

MODULE

DISPLAYBOARDDISPLAYBOARD

SiNiIGNITORSiNiIGNITOR

IDL2IDL2IDL2

Remote Thermostat Installation

IDL2 WIRING:LINE SIDE VS. LOAD SIDE

When wired to the LINE side...When the pump is off, the heater will display a fault code of LO (because theheater is receiving power, but no water flow).

When the pump restarts, the heater will fire up AFTER a 3-minute delay(assuming it is receiving sufficient water flow after 3 minutes). If the pump hasbeen operating for at least 3 minutes before heater demand is required, it will firewithin about 15 seconds, assuming there is sufficient water flow.While in standby mode, with line-side (continuous power) wiring, the IDL2blower fan will come on for about 30 seconds each time the pump motor is turnedon (either manually or by a timer).If the heater is fired when the pump shuts down, the post-purge blower fan willcontinue to operate until the heater fires again. If the heater is not fired when thepump shuts down, the post-purge blower will not continue to operate.

When wired to the LOAD side...Assuming the pump primes normally (quickly) when started, the IDL2 willnot have a 3-minute start-up delay. If the pump is slow to prime, the IDL2 willdisplay a “LO” fault code, and will start up after a 3-minute delay.

With either wiring arrangement, there will be a delay of about 10 seconds before the IDL2blower fan starts each time the heater is switched from “standby” to “pool” or “spa” mode.

While either wiring method is acceptable, Hayward recommends wiring to the line side.

The IDL2 has several unique operating characteristicscompared to former IDL models. Depending on whetherthe heater is wired to the line side of the power or the load

side of the power will affect some of these characteristics.

Wiring to the LINE-side, of course, means power is fed to theheater directly from the main power source, without a timer or con-

trol device – which would interrupt power to the heater.

LOAD-side wiring means that power passes through a timer orcontrol device, cutting off power to the heater based on time settings

programmed by the user.

The very small conductor at the flame sensor can easily flow cur-rent through the flame to the much larger burner tube. However, it is

far more difficult for the current to flow back from the large conductorburner tube through the flame and to the small conductor flame sensor

electrode. Since this current cannot flow back very easily, it is now traveling in onedirection only, which is DC current (flows in one direction only).

This is how the IDL2 flame sensor rectifies AC current to DC current.In case anyone stumbled on that last section, the following analogy may be helpful

in understanding how rectification is achieved.Imagine spraying a water hose (electrons) onto the side of a barn. With little effort,

almost all of the water (electrons) would strike the barn wall. However, imagine if thebarn wall sprayed the water (electrons) back at you. Only a small amount of the waterspray (electrons) would hit you, with most of it missing you simply because you are, incomparison, a very small ‘conductor’.

So, by making one of the IDL2 flame sensor conductors (electrodes) very smalland the other very large, the AC current fed to the IDL2 is rectified to DC current.The amount of DC current passing through the flame is quite small, but it is strongenough that the IDL2 control circuit can monitor it, ensuring that a flame is present.

With all of this in mind, it’s easy to see why proper positioning of the flame sensoris critical to its operation.

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A

POOL PRODUCTS

New Nitride IgnitorReliable, DurableThe IDL2 introduces the industry’s first high-end, silicon-nitride (SiNi) ignitor. A staple OEM component with majorfurnace manufacturers, the silicon-nitride ignitor offers many

POOL PRODUCTS

Backyard waterworldsare replacing familyswimming pools ashydro landscapingbecomes entrenchedon the front line inhomeowners’ battle tokeep up with the Joneses.

When existing pipes aren’t large enough toaccommodate new features (or a larger pump neededfor all the features), what is the technician to do –especially when the homeowner insists on installing abigger pump than his system can accommodate?

Honesty is obviously the best policy. A homeownerwhose big, new pump cavitates loudly and burns outshortly after installation will quickly become a formercustomer, whereas a homeowner’s momentarydisappointment will be replaced by long-term trust andrespect for a technician who explains the harmfulaffects of cavitation and current system limitations.

CavitationCavitation – derived from the term “cavity” – is commonly

used to describe not only the occurrence, but the impact aircavities (bubbles) have on a hydraulic system’s components

and effectiveness.

Cavitation occurs when a pump needs more water than can bedelivered by the pipes feeding it. This forces a pump to suck in air

pockets (cavities) to fill the vacuum voids created by insufficientwater supply.

TWO TRICKS OF THE TRADE for eliminating minor cavitationissues include:

HEALTHY HYDRAULICS

KEEPING UP WITHTHE NEIGHBORS

Pump must fit system pipe sizeThe most common reasons for cavitation in a swimming pool system are

• Insufficiently sized suction-line pipe, and/or

• Insufficiently sized lead-in pipe at the pump’s suction-side connection.As a general rule, a pump’s lead-in pipe needs to be 4 to 6 times as long as

the suction-side pipe’s largest diameter. (Example: On a system with 1½-inchsuction-side piping, the pump lead-in should be 6-9 inches long.)

Any system in which the suction-line piping is too small, or the pump’slead-in pipe is too short, is likely to experience pump cavitation – becausethe pump needs more water than can be delivered with either of those twolimitations. Pumps are designed to pull in and pump out “X” amount ofwater per minute. And that’s just what the pump will do – or die trying.

When these air pockets reach the pump’s greatest internal pressurepoints, the cavities collapse, or cavitate. This is the most recognizable

part of hydraulic cavitation, for the collapsing air bubbles emit a painfullydistinct noise and cause extreme vibration within and around the pump,

frequently damaging or destroying these pieces of equipment over arelatively short period of time.

FOURPAGE

LEARNINGtheLINGO

1. Downsizing the pump’s impeller, which can reduce water flow needs onthe front end, and

2. Raising the pump’s back pressure by increasing resistance on thedischarge line. This is typically done by installing a ball valve oreyeballs along the discharge line.

Again, these remedies will only slightly lower a pump’s effectivehorsepower, but could be enough to resolve minor cavitation issues.

A drip line was noobstacle, either.

A-B-C:Even afterbeingpressedinto asheet ofmetal, theSiNi ignitorperformedperfectly.

C

B

Upon initial start-up, the ignition control progressively lowers the voltage to theignitor one step (about 6%) each successive start-up until a miss occurs. After a miss,the ignitor voltage is increased 1.5 steps – and remains at that level for the next 255successful ignitions, having learned the minimum voltage needed for ignition. Should amiss occur during successive ignitions, voltage to the ignitor would again increase 1.5steps (as needed) to provide successful ignition.

Using this sophisticated adaptive learning routine, the IDL2 ignitor may require aslittle as 38% (maximum reduction) of the available power for successful ignition.Thus, the adaptive learning routine ensures adequate power and trouble-freeignition. And it limits voltage delivered to the ignitor to the minimum effectivevoltage, reducing ignitor stress and increasing the life of the ignitor.

Also, as a result of needing only a small power transformer forthe ignitor, Hayward replaced the previous IDL heater controltransformer with a combined power/control transformer in theIDL2.

Our product engineers then programmed the IDL2 with anadaptive learning routine so that the only voltage delivered to theignitor is the voltage necessary for proper ignition. This greatlyreduces strain on the ignitor – noticeably extending the ignitor’snormal life expectancy.

Pulse Training extends ignitor lifePulse Training extends ignitor life

With its dual-voltage transformer and dual-voltage power board, the IDL2 is byfar the easiest unit to install on the market.

Forget about having to wire 120 voltsdifferently from 240 volts. Installers

simply insert the correct voltageselector plug (120v or 240v) into theFuse Board’s 4-pin female connector.The two plugs are clearly marked(120v and 240v), and both plugs areattached to the wire harness to

prevent them from getting lost ormisplaced.

What’s more, the power board (fuse board) isprotected with replaceable fuses in the event the wrong voltage plug is inadvertentlyused – preventing costly transformer or circuit board replacements.

Dual Voltage

Silicon-nitride gives the IDL2 ignitor greater reliability andlongevity. Silicon-nitride’s need for less power (wattage) is particularly

beneficial in extending life expectancy.

advantages over silicon-carbide ignitors commonly used in pool heaters.

Virtually indestructible, the IDL2 silicon-nitride ignitor eliminates concernsabout condensation, chemicals, dirt or oily fingers shortening ignitor life orcausing ignition failures.

With it’s tungsten heating element sandwiched between two layers of silicon-nitride (SiNi) insulators, the IDL2 ignitor’s design is sturdier and much moreforegiving than other ignitors when accidentally dropped or mishandled.

The adjacent photographs demonstrate the ignitor’s strength and moisturetolerance – features that will ensure fewer customer callbacks, smaller

inventory needs, and consistent long-term performance.

TEST 3. MANIFOLD PRESSURE

Measures: Gas pressure/supply reaching thecombustion chamber.

Manometer Attaches to: OUTLET/MANIFOLDside of gas valve

Heater Status Heater Fired (ON, with all majorduring test: appliances attached to same gas supply

turned ON and operating)RESULTS

If reading FLUCTUATES

• Obstruction in gas line or main shutoff valve

• Meter size is too small

If reading is too LOW or HIGH

• Improperly adjusted gas valve.See manual for details.

TEST 2. LOAD PRESSURE

Measures: How well the gas pressure/supply holdsup under load (while the heater andother appliances are operating).

Manometer Attaches to: INLET side of gas valve

Heater Status Heater Fired (ON, with all majorduring test: appliances attached to same gas supply

turned ON and operating)RESULTS

If LOAD pressure reading is LOW

•Meter size too small for all attached appliances, OR

•Gas line size too small(or heater too far from meter), OR

•There is an obstruction in the gas line(such as a shutoff valve that is too restrictive), OR

•Gas line regulator is damaged or not properly set.

TEST 1. STATIC PRESSURE

Measures: Baseline pressure of gas at inlet.Hence, this is a “static” reading thatshould remain constant.

Manometer Attaches to: INLET side of gas valve

Heater Status during test: Heater OFF

RESULTS

If STATIC pressure reading is LOW

•Meter size too small for all attached appliances, OR

•Gas line size too small(or heater too far from meter), OR

•There is an obstruction in the gas line(such as a shutoff valve that is too restrictive), OR

•Gas line regulator is damaged or not properly set.

Heater mysteries solvedwith sequence of gas testsProper execution of the three gas pressure tests outlined here will quickly determine if a heater isreceiving adequate gas supply – and identify the most likely source of a gas supply problem.

Gas pressure readings are obtained by removing one of the gas valve’s two 1/8” testplugs with an allen wrench, then threading the hose nipple of your manometer

into that plug.

One test plug is located on the valve’s INLET side, and one is located onthe MANIFOLD/OUTLET side. Attaching the manometer to the correct

test plug for each test is essential (see captions at left and instructionsper test below).

Manifold-SideTap

Manometerattacheshere forTest 3(ManifoldTest)

Inlet-Side TapManometerattaches here forTest 1 (Static Test) andTest 2 (Load Pressure

FIVEPAGE

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GAS PRESSURE TESTING: IT’S AS EASY AS 1... 2... 3...

Static, Load, Manifold Tests

Why are three tests required?Most pool system technicians understand that measuring static gas pres-

sure determines the amount of gas reaching a heater’s gas valve.

However, static pressure by itself usually means very little, and is merelythe first of three gas pressure tests that will together help identify the most

likely source of a gas supply problem. In fact, load and manifold tests areusually far more revealing than static pressure tests when a gas pressure issue is

preventing a heater from properly operating.

Think of static pressure being the pressure that builds up if you place your thumb over the end ofyour garden hose and turn it on. After removing your thumb, you’ll see a short burst of waterpressure quickly followed by a sharp drop-off and leveling off of the pressure. This is comparable toload pressure – the “real-life” pressure measured when the heater and other major appliances on the

same line are all “in use,” reflecting normal operating conditions.

Static, load and manifold tests are similar, but are also distinct and together help identify the mostlikely source of a gas supply problem.

NOTE: If heater will not fire, record the approximatemanometer reading as the heater attempts to fire withgas valve open.

A drop in pressure from the static reading indicatesthe gas valve and all systems controlling the gas valveare operating – even if the heater does not fire.

If the approximate load pressure is LOW (see table onfront page), this indicates a gas supply issue. If readingis ACCEPTABLE, proceed to manifold test.

NOTE: If heater will not fire, record manometer read-ing (approximate manifold pressure) as heater at-tempts to fire (while gas valve is open).

If the approximate manifold pressure is acceptable(see table on front page), the heater problem is likelynot related to gas supply. Instead, the problem is ineither the ignition, combustion or flame sensingsytems.

CAUTIONBefore connecting or

removing a manometer for anygas pressure test, always make

sure the main gas valve is turnedto the “off” position.

When removing the manometerfrom the test port, be sure to

replace the allen-headplug before moving

to the next test.

Ever been in the shower when someonestarted the washing machine? Especially inolder homes, the shower will lose waterpressure (and hot water) as the two appliancessplit the available resources.

This same multi-appliance drain occurs on gaslines, and is why it is imperative to turn on allmajor gas appliances attached to the same lineas the heater prior to conducting a Load orManifold pressure test. Typically, this includesa home’s furnace and water heater.

Why must other appliances be on?

problem customers,” Dan recalled, “you know – the customerswho want you to clean their pool but nothing else, or just do thechemicals, and to only come by every two weeks.

“That type of inconsistent pool maintenance always leads topool system problems, with the customer eventually pointingtheir finger at you. No one’s happy in the end.

“The only way to avoid that is for one person to beaccountable, for one person to have full control of – andresponsibility for – the pool’s maintenance.”

As a result, Dan and Sandye soon decided that would be theonly type of customer they would accept – customers willing togive Pool Care Specialists complete control and responsibility fortheir pool system’s weekly maintenance.

In exchange for their customers’ trust, Dan and Sandye promise justone thing – that they and their staff of nine will provide an unsurpassed levelof quality and service – reliably and professionally delivered each and everyweek by the same dedicated, well-paid, well-trained, and well-mannered PoolCare Specialist.

“We spoil our customers,” Sandye said, “and we treat our employees well,too, treating them the way we’d treat ourselves.”

Above-market wages, and formal, supervised, hands-on training help PoolCare Specialists recruit, reward and retain the best technicians available.

A visit to their warehouse quickly reveals a cheerful, pleasantlycontagious atmosphere, along with an unwavering resolve “to just doing things

SIXPAGE

Decision to stress accountabilityyields success without the stress

Sandye & DanWilloughbyProprietors

Pool CareSpecialistsOrlando FL

Supervisor Rodney Stienstra (left), RouteManager Tommy Elliott (right) and the

rest of Pool Care Specialists’ field techsembrace and project professionalism by

maintaining a clean, businesslikeappearance – making time to ensure

that they and their service vehicles areorganized and prepared for each day’s

appointments.

Send your answers to:Splashback Quiz

Hayward Technical Services1 Hayward Industrial DriveClemmons, NC 27012

OR, E-mail your answers to:Splash@Haywardnet.com

Last Issue’s ANSWERS1. What is the minimum GPM required for a Hayward heat

pump to operate?A: 30 GPM

2. List three factors than can affect the size of pipes andequipment needed at different stages in a hydraulic sys-tem.A: Head-loss friction factors (many choices), turnoverrate, elevation changes, atmospheric pressure, initial flowrate & target flow rate (to name a few).

3. What device controls how long a Viper cleaner movesforward before "spinning out" and changing direction?A: Spinout cam

4. Which three product groups feature Hayward's new glo-bal ID numbering?A: Filters, pumps & heat pumps.

the right way,” as Dan puts it.

All of these things minimize staff turnover, which further enhances theprofessional image embodied and projected by Pool Care Specialists.

“We probably charge 20% more than any of our competitors,” Dan said.“But we deliver what we promise, without fail, and customers are willing to payfor that level of professionalism.”

Incredible as it may sound, company trucks and pullover shirts with theircompany logo are the only form of advertising Dan could recall purchasing in

16 years of business, including their minimal two free lines in theYellow PagesTM each year.

“It’s all been built through word-of-mouth, one neighborto another,” Sandye said.

“Like the rest of their business, Dan and Sandye’sgrowth and success is driven by a clean and simplebusiness concept,” said Bob Corsetti, Hayward’snorth and central Florida field rep for technicalservices. “Dan and Sandy’s message is not tied tomarketing slogans, but rather to a reputation they’ve

built with the unique level of service they provide.”“We do sprinkle in extra touches – such as cleaning

the deck as well as the pool – but it’s the clean, honest,dependable service that earns and keeps us our

customers,” Sandye agreed.“One of the realities of our business is a lot of pool owners

live in gated communities, and it’s important to them that welook and act professional,” added Dan. “The other day, a customercalled us up just to tell us how much she appreciated our clean,professional appearance. She said she’d never had a pool cleanershow up wearing a shirt before our technician arrived, smartlyattired with a company-logo’d shirt and uniform shorts.

“Customers apparently don’t get that type of service with otherpool companies, so whenever they find us, they don’t leave.”

This issue's Splashback questions1. When installing an IDL2, which step(s) differs

when wiring for 120 volts vs. 240 volts?

2. Which part of a flame conducts electricalcurrent?

3. Which gas pressure test(s) should be takenonly with the heater and all major gasappliances turned on and operating?

4. Is the ribbon cable connecting the IDL2display board to the control board polarized?

George Ruth of Ruth Pools, Spas and Supplies in Belpre,OH, will be receiving a Fluke Multimeter as the inauguralwinner of our Splashback contest. George was amongdozens of Hayward field technicians correctly answering lastissue’s Splashback contest questions.

Ohio dealer George Ruth is inaugural Splashback winner

Hayward Pool Systems cannot endorse specific independent dealer businesspractices shared in Splash, but we encourage readers to view this publicationas a dealer forum for sharing service tips and business success stories.

This issue’s winner to receive digital manometerHayward invites service technicians, installers and retail dealers to enter the Hayward

Splashback contest each issue by answering our short Splashback quiz. Simply mail ore-mail your answers to us at the address below.

Each issue, we will randomly select one winner from among all the correct Splashbackanswer sheets we receive (limit of one per person) to receive a special prize. This issue, thespecial Splashback prize is an Omega manometer, valued at almost $100.

All the answers can be found in this issue of Splash. And remember, the limit is one entryper person (not per dealer, which means every technician in your organization can enter).

Dan and SandyeWilloughby discovered magicin Orlando – not atDisneyworld or the NBAarena, but in the form of abusiness revelation back in theformative years of their PoolCare Specialists business.

“We learned weneeded a way toweed out the