We often think of mentors as people who have a lot to ‘teach.’ Indeed, they do, however, really great mentors understand that they also always have a lot to learn and strive to constantly improve themselves. Certified Water Specialist RJ Brown embodies the role of mentor, not only with other Secondwinders, but also with our customers. He quickly offers a smile and positive outlook and not only advocates for but engages in teamwork at all times.
Christine Fletcher, President of Secondwind describes RJ as “very technically competent, and always wanting to learn more. He asks great questions.” She continues, “RJ challenges me. He brings in questions and problems about the running of the business. He wants to make himself and Secondwind the best it possibly can be.”
Teacher, Trainer, Teamwork
RJ & Zack going to an appointment
“RJ is a coach,” comments Melissa Leroux, Marketing Manager. “He’s taken the role of mentoring our newest water specialist, Sales Support Specialist, Zackary Kellogg, by training him in the office and taking him out in the field to help improve his skills and knowledge with hands on experience.” With over a decade of experience in water chemistry and treatment, RJ’s positive and encouraging approach empowers all he works with to feel confident in what they do moving forward.
When asked about RJ Zack responded, “I really enjoy working with RJ because he is eager for everyone to learn and grow so that we can be the best company as a whole. He enjoys teaching and working with coworkers to be part of the solution for the issue at hand.”
Marie Degulis states clearly, “RJ sets a pace for other Secondwinders to meet. He is a solid mentor and a technical lead for less experienced folks.”
When we interviewed RJ’s colleagues about his impact and role here at Secondwind, almost everyone highlighted his commitment to teamwork. This manifests in many ways, but most importantly in his presence and dedication to ‘showing up.’ Fletcher says “RJ is PRESENT. He is energetic, he is real he is a fighter. He brings energy to the office.”
Secondwind Core Value: ‘Be Part of the Solution.’
Teamwork
“One phrase I would use for RJ is ‘Team Player,’ remarks Kellogg. “RJ is always there to help no matter the issue. He will drop whatever he is doing to give you the answer, or help you get the answer you need.”
RJ’s commitment to customers also shows up in the way he works with the rest of the Secondwind team. “If an install didn’t go as he expected, comments Steve Guercia, Commercial And PWS Manager, “he talks with the technician to learn what he could have done differently to help the tech. RJ strives to always be part of the solution.”
This is backed up by Certified Installation Technician, Steven Savary, “I like how thorough RJ is. If he has a sale come from an appointment that was a long time ago, he’ll always go back to the site to check his details, to make sure that we are prepared for the job.” RJ always checks in with techs before a job if he knows they’re going to have a tough day and is always willing to help anyone who needs it.
Certified Water Specialist Peggy Stokes describes RJ as a leader, “he is able to see the future of the industry and always willing to jump in and assist across departments; whether the need is for training, configuration assistance or a strong back.”
Honesty and Integrity
RJ & Customers after installation
One of the ways we measure our level of customer service and satisfaction is by the number of referrals we receive. On community message boards and through information provided by new customers, RJ is often referenced as the person ‘to go to’ for all things water. We believe that this is because of his honesty and integrity as well as his ability to make those around him, customers and employees, feel safe and respected.
Secondwind Core Value: ‘Customers and employees feel safe and respected.’
Technician Kevin Bennett says, “A customer and I were talking about RJ yesterday. He is so honest. It’ not a put on, it’ just his way of being. He has good ethics.”
Vicki Coltey, our Quality Assurance Manager, appreciates RJ’s intuition and empathy. “One of RJ’s unique talents is knowing what the customer needs and more importantly, how they feel. If he senses that a customer may be dissatisfied, he ensures that he understands what is needed to correct or fulfill what is expected and then he makes sure it happens.”
His honesty also shows up in the way he works with potential customers. Fletcher comments, “He is quick to let a prospect know if they would be better served by moving to public water or drilling a new well rather than attempting to treat their own water.”
Work Hard Play Hard
RJ & Steve at a Commercial site evaluation
At Secondwind we work really hard and also strive to offer a good work/life balance for our team. Things can get really intense and serious in the office sometimes, and RJ is often a breath of fresh air. “RJ makes his presence known,” laughs Guercia. “The Water Specialists are constantly in and out of the office. Sometimes you don’t even know they’re here. But not RJ! You know if RJ is here. He works really hard but is also always making us laugh.”
“One of the things I admire most about RJ is his ability to balance work with fun,” says Customer Service Representative Arrionna Wagner. “Working with RJ is always full of good laughs while keeping on task and getting everything done. He is always there to give a helping hand.”
Secondwinder at Heart
Certified Water Specialist, Nate Clark sums it all up nicely. “I have observed that when RJ enters someone’s home to evaluate water issues, integrity goes with him. Rather than just trying to sell something at every house no matter what, he applies the science, identifies the issues, and presents the homeowner with what he is confident will serve them best. No baloney, no games. His style is direct, empathetic and unambiguous. At Secondwind, this is something we all strive for, so our clients can understand our recommendations to them, and feel confident with their decision. No games, no baloney. Just great water…and great people, like RJ.”
Determination, passion, curiosity and integrity describe RJ and the work he has done with Secondwind for over a decade. In many ways he symbolizes and reflects the heart and soul of the company and the way we want to move in the world. Thank you for your dedication, RJ. We appreciate you!
