No two days are alike in the pool and spa industry. In the Day in the Life series, we dive headfirst into the workdays of the people who keep the pools running smoothly.

This week, we get a behind-the-scenes look at Donna Druckmuller, the service department manager for BonaVista Pools.

For Donna, every day begins with one certainty: something unexpected is going to happen.

Donna spends her days balancing customers’ needs, emergency calls, team leadership, scheduling pressures, and solving problems as they arise. It’s fast-paced, unpredictable work—and that’s exactly what she loves about it.

“Solving problems is my job,” Donna says.

A major part of her daily duties is handling emergency calls from clients. These situations require immediate attention and careful judgment. Donna triages emergency calls and determines whether they are true emergencies or simply urgent requests. Deciding who should receive service that day and who can wait until tomorrow is a critical decision she makes every day.

“You have to stay calm and think clearly,” she says, “Customers are calling because something matters to them, and our job is to guide them toward a solution.”

As a manager, she also values passing down the ability to solve problems quickly and efficiently to her team.

Occasionally, a client presents a unique situation or explanation that requires Donna to “put on her detective hat” to get to the bottom of the issue. These unusual scenarios often become valuable teaching and learning moments for the entire team.

‘Smooth days are rare’

For Donna, one of the most satisfying parts of the day is when everything actually goes according to plan. Smooth days are rare and rewarding. She also finds great satisfaction in watching a team member learn a new skill and apply it effectively in the field.

Recently, the team discovered a raccoon stranded on top of the company building. Everyone came together to help the animal down safely, demonstrating teamwork in an unexpected situation. Moments like that reflect the reality of the job—there is always something happening, and adaptability is essential.

Compared to five years ago, Donna says the biggest change has been her mindset. Earlier in her career, she often felt stressed and as though she was constantly racing to keep up with the demands of the job. While the role itself has not necessarily become easier, her approach to it has evolved significantly. She now handles challenges more effectively, focusing on solutions while continuing to prioritize strong customer service and customer satisfaction.

Looking back, Donna believes one of the most important habits people in leadership roles should develop early on is learning to establish boundaries. Managers cannot take on the stress of every situation personally. As she explains, these are the customers’ problems. Her role is to help guide them toward the best possible solution and ensure they feel supported throughout.

Staying calm under pressure, communicating clearly, and approaching every challenge with a solution-oriented mindset have become some of the most valuable lessons she has learned throughout her career. Delivering great service doesn’t just mean fixing pools. Donna says it includes creating trust, confidence, and a positive experience for every client.

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