The Secondwind Difference:  Exceeding Customer Expectations

At Secondwind Water Systems, our outstanding team, experience, and commitment to excellence contribute to what we call The Secondwind Difference. This quality is something all of our customers quickly recognize and something of which we are very proud. In this month’s blog, we share a recent example of how our team went above and beyond—through persistence and a little detective work—to solve a commercial water treatment problem.

“Eliminate all other factors, and the one which remains must be the truth”  —Sherlock Holmes

Solving a Summer Resort’s Water Woes

This spring, the Secondwind team was called to quote a commercial water treatment service for a NH resort, which during its busy summer season, provides cabins for up to 600 guests and 150 staff members. The resort had two wells, each with water treatment systems for very hard water. For the past several years, the resort had worked with two separate water systems companies but were unhappy with the results of the treatments.

The Secondwind team worked to ensure this pump house could meet the needs of a busy NH summer resort.

Providing a Budget-Minded Commercial Water Treatment Solution

Because the resort only operates in the summer months, everything gets shut down during the winter. The Secondwind team determined that the resort’s existing water softeners needed to be rebedded (removing and replacing treatment media in the tank) because they had not been winterized properly.

“So rather than simply quoting the re-installation of the equipment that had been removed during the winter, we looked for ways to improve their system overall,” explains Steve Guercia, commercial and public water systems manager at Secondwind.

“It turned out that replacing the softeners with new and more efficient systems was not much more than the cost to rebed them,” Steve notes. However, that was not in the resort’s budget. So the team worked with them, developing a plan to replace treatment in one pump station this year and keeping the other station running as it is until upgrading it next year.

The resort was delighted with the water quality and ease of use from the new system! But unfortunately, two problems remained:

1. The flow switch that activated their chlorine pump no longer worked.
2. The flow rate from the well pump dropped from 22 gpm to 14 gpm.

Although neither issue was connected to our installation, we were determined to help our customer resolve these problems.

This little flow switch caused some BIG problems for our customer.

Looking Beyond the Obvious

Upon inspection, we determined their flow switch was worn out and needed to be replaced. We could not account for the drop in the flow rate and speculated that perhaps the well pump also needed to be replaced. The resort decided to replace the flow switch on their own and see if they could get by on the reduced flow. They later called to tell us the new flow switch still didn’t work.

The Secondwind team put their detective hats back on and visited the resort again. Turns out, the new switch was not properly installed. Although this was beyond the scope of our work, we reinstalled the switch for our customer. Problem #1 solved.

Then we turned our attention to the resort’s flow problem. We teamed up with Smith Pump, a company we have been working with for over 20 years. We were all initially stumped, but it turned out that the wires for the three-phase motor were also installed incorrectly by a different company. By simply reversing two of the wires, the well pump flow rate went up to 40 gpm! It had never been that high. “We have no idea how long this pump was wired incorrectly, but since we corrected the problem for them, the resort has twice as much water as they had before,” Steve says.

The Secondwind Difference

Although we discovered our customer’s problems immediately after completing our treatment service, neither was related to the work we had provided.  However, we took the time to do a little detective work and help them get to the bottom of their issues. We’re delighted that we did . . . and more importantly, so are they! This is what we call The Secondwind Difference.

Commercial Water Treatment, Installation, and Repairs in NH

The Business Water Specialists at  Secondwind Water Systems have designed sophisticated commercial water treatment systems for businesses in every industry. We will work with you to meet your budget and specific water system needs. Contact us today to learn more about The Secondwind Difference.