Episode #139 Finding Balance in Water Care with Susan McPhie
In this episode of The SpaRetailer Podcast, host Megan Kendrick interviews Susan McPhie, VP of Business Development and General Manager at Silk Water Solutions (maker of SilkBalance). McPhie shares her background growing up in Montreal and living in Vancouver, speaking French, and early career paths including cabin safety training for a Canadian airline, real estate development, and the alcohol industry (including Mike’s Hard Lemonade), noting experiences in male-dominated fields. She explains Silk Water Solutions was founded in 2007 by her father, a former CEO of a major Canadian hot tub manufacturer, to simplify water care by preventing problems rather than treating symptoms, leading to patented technology developed with chemist Colin Taylor and updated over time to remain compatible with industry innovations such as monitoring systems and salt generators.
McPhie describes how SilkBalance is used weekly to stabilize pH and alkalinity (supporting sanitizer efficiency), soften water feel, keep particles suspended to reduce buildup, and help protect spa components, while not acting as a sanitizer itself; it is available as a liquid or dissolving “Silk Gems” pods, and the company later launched SilkBalance Plus for saltwater systems. She recounts initially joining the business to build its social media presence, then moving into broader marketing and sales, navigating credibility as the founder’s daughter by learning water chemistry and working across roles, and reflecting on working closely with her father before his illness and departure from the company in 2020 during COVID. The conversation highlights the importance of succession planning, supporting brick-and-mortar retailers with sustainable recurring revenue, continued education and training, and maintaining company values including sustainability. McPhie and Kendrick discuss advocacy for women in the industry, the shift toward broader female representation, and the role of supportive men.
Episode #139 Finding Balance in Water Care with Susan McPhie – SpaRetailer
Show Notes with Timestamps:
00:00 Welcome to The SpaRetailer Podcast + Meet Susan McPhie (SilkBalance “Orange Bottle”)
01:49 Susan’s Roots: Montreal to Vancouver, Family Life & the Outdoors
03:38 From UN Dreams to the Airline Industry: Discovering a Passion for Training
05:45 Real Estate & Mike’s Hard Lemonade: Lessons from Male-Dominated Industries
07:22 How Silk Water Solutions Started: Simplifying Water Care with Patented Tech
11:37 What SilkBalance Actually Does: Softer Water, Stable pH/Alkalinity, Cleaner Spas
17:19 How Susan Joined the Hot Tub Industry: First Trade Show & Falling in Love with the People
21:45 From Social Media to Sales: Marketing, Storytelling, and Earning Credibility as the Founder’s Daughter
27:34 Working with Her Dad + Succession Planning During COVID
32:38 Leading Through Crisis: Resilience, Transparency & Team Support
33:47 Why Wellness Products Matter: Hydrotherapy Benefits for Every Age
35:58 Succession Planning 101: Start Now, Revisit Yearly, Align the Team
39:00 Advocating for Women in the Industry: Breaking Bias & Expanding Roles
47:28 Silk Balance’s Next Chapter: Tech, Simplicity, Retailer Support & Values
50:53 SpaRetailer Five: First Sale, First Job (Ms. Ball!), Flops & Big Wins
01:01:24 Favorites & Farewell: Podcasts, True Crime, Gilmore Girls, and Closing Thanks
