More Than Numbers  

Retiring from a job you love can be bittersweet, but leaving a lasting legacy is a true joy. It’s something Ken McCargar, former Western territory sales manager for MAAX Spas, knows well after retiring in December following 25 years of service.

“Ken had one of the highest retention rates of retailers in our company — and one of the highest profitability rates of retailers in the company,” says Emil Nygard, former vice president of sales and marketing for MAAX.

“He developed one of the most successful territories per capita in the company,” adds Steve O’Shea, vice president of sales, marketing and customer care.

That’s a high bar in a competitive industry, one that McCargar met with a combination of personal and professional approaches throughout his career.

McCargar had a strong code of ethics and always tried to reach a win-win with his customers, Nygard says. “He would always broker a deal that was good for everybody and kept the relationships going, rather than thinking ‘I have to save $5 here or $2 there,’ ” Nygard says. “Especially in our industry, where the retailer fixes things, he delivers things. You have to see the big picture because you can’t be penny-wise and pound-stupid.”

McCargar prioritized relationships, a belief that aligns with the company’s core values of partnership and people, Nygard says.

“He never put numbers in front of people,” Nygard says. “His retailers saw that, and over the years, he became a trusted friend.”

McCargar spent most of his career in leadership roles within the luxury hot water products industry, with experience at Aqua Spa Pack, Statewood Spas and Savannah Spas before joining MAAX Spas in 1999. His journey with the company began as director of operations for the Langley, British Columbia spa plant, overseeing operations for the mass merchant retail channel, which he grew to serve all of Canada and parts of the U.S.

When MAAX Spas turned its focus to the specialty retail market, McCargar was tapped to manage the western Canadian region’s specialty retail business. There, he developed equity and relationships with retailers that carried him — and them — until his retirement.

It’s no surprise, then, that his strong relationships have earned him the nickname “Uncle Ken” among clients who see him as family — someone they admire, respect and turn to for guidance. “[He knew] the more successful his dealers were, the more successful everybody would be,” O’Shea says.

Now, McCargar is enjoying spending more time with his wife, Lee, and his family. Meanwhile, O’Shea is fielding calls from retailers asking if they can still do things with McCargar and if he will be on the next dealer trip. It’s proof of the strong bonds he forged while being MAAX’s go-to guy in Canada.