Secondwind Water Systems on-call….
Many people are surprised when they learn that I am on call this week. The usual response is that I’m not a doctor, why am I on call.
Let me just say that there have been a few times when my pager went off at 10 o’clock at night and I have wondered the same thing! Truth be told though, if it was my house and I had no water or a leak, I would very relieved to have that on call Manager call me back. That’s really what it’s all about. Giving the customer what we would want, if we were in their shoes.
I’ve heard it all, from my pipes are burst, I ran out of Softener Salt on Monday and I waited until Friday night to call you, to there’s a strange odor in the sink. I even had a Marketing rep ask that I be paged on a weekend. Imagine that one, a Marketing emergency! lol
The vast majority of the pages are of legitimate concern and we all do our best to help the customer get back to enjoying their weekend. The main objective for the on-call Manager is to get the water back on. If there is a leak we want to assist the customer in bypassing or shutting down the leak. If there is no water we want to get the water back on, or determine if the blockage is a well pump problem, or a water treatment problem. Long ago Secondwind began labeling the 3 ball valve bypass on our Water Treatment Systems 1, 2, & 3. This makes it easy to put Systems in bypass over the phone. If you would like more information about your bypass go to our website at www.secondwindwater.com . We have put a lot of practical information on our website. So if a customer has a problem opening their Cartridge Filter or just has a question they can access info on line quickly and easily.
If there is no solution over the phone but to send out a technician to the site to solve the problem, and the customer wants to pay weekend rates, we have a Technician and a stocked Van ready to go at all times. With 10,000 customers out there the pager will go off sooner or later. The thing that makes it all worth it to me, is that it actually still makes me feel good to help someone get their Water back on, or solve a problem over the phone.
Soon my week will be over, Friday night at 5 pm, and I will be free from on-call for another 10 weeks. Yeah!
Thank you for your continued support of Secondwind Water Systems. We truly appreciate your business and referrals. If you have any Water questions please visit our website at www.secondwindwater.com or call 1-800-287-5767. Until next time this is Chris Saltmarsh CWS-6 your Secondwind On Call, saying, “Thanks for reading!, and enjoy your great water”… : )
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