Entering Your Home in The Age of (COVID-19) Coronavirus

Dear Valued Secondwind Community –

May this message find you all well during this time. As we all update ourselves continually on the progression of COVID-19, we wanted to share our preparation and response plan for the virus.

We are open for business, servicing, maintaining, and installing water treatment equipment.

One of the great lessons of history is that in moments of crisis, our communities sustain us; our connection and responsibility to one another comes into sharp relief. Our responsibility is to you, our community of customers, employees, and all those with whom we come into contact every day. Like many small businesses, we are walking the fine line trying to balance operational continuity, financial health and most importantly the health and safety of our community.

We have an amazing team here at Secondwind, and we’ve worked hard to develop the policies and procedures below to help prevent the spread of COVID-19. Clear, consistent and honest communication is critical in times like this and you can count on us for this now and moving forward.

Thank you so much for your continued business and belief in us. We are proud to be one of NH’s small businesses and look forward to taking care of all your water treatment needs for years to come.

Best wishes for health and wellbeing,
Christine Fletcher
President and Co-Founder on behalf of the entire Secondwind Team

Entering Your Home In The Age of COVID-19
General Preventive Measures

Technician-Specific Mitigation Efforts

• Technician start times have been staggered to minimize the amount of exposure between people.
• All technicians will wash or sanitize their hands before and after servicing or installing equipment, and regularly throughout the day.
• The Technicians will be sanitizing the equipment they touch before and after performing the work.
• We will ask for your phone or cell number so that the technician can communicate with you about any questions or concerns.
• If your water treatment is in a basement or separate part of the home, we will ask you to leave the door unlocked so that we may enter and exit without contact.
  • The Technician will phone you upon reaching your driveway so you know we are there. He or she will also phone when leaving to go over instructions or questions.
• If there is no external entrance to where your equipment is, we will minimize time spent in common areas and keep a safe distance. If we are servicing a kitchen RO we will sanitize the area before and after the service.
• All employees are required to maintain six feet distance.
• We will request payment by credit card ahead or for you to leave a check with your water treatment. Should there be a further balance because of additional work we can handle that by credit card or billing.

Water Testing and System Design

In order for us to understand your water chemistry and design a system that will meet your needs, our Certified Water Specialists will have to enter your home. We are taking active steps to minimize exposure in this process.

• We will only enter your home for water sampling, site evaluations or critical trouble shooting.
• All water specialists will wash their hands before and after entering your home, and regularly throughout the day.
• We will refrain from shaking your hand and will maintain a distance of six feet from you in your home.
• The water specialist will sanitize any surfaces before and after.
• We will discuss all test results with you over the phone.
• We are suspending all non-essential customer contact, such as walk throughs after a system is installed.  We are happy to resume this at a later date.

What We Ask Of You

• If you are sick or demonstrating symptoms of the virus, please take care of yourself! Call us to re-schedule your appointment.
• Please wash your hands before and after we come to your home.
• Don’t ask to shake our hands. (We really don’t like this part, but we have to do it.)
• If we speak with you face to face, help us keep six feet distance between us.
• Cover coughs and sneezes. (It’s allergy season – they can sneak up on you!)

Employees:

• Employees whose work allows them to work from home will be working remotely.
• Employees will wash down and sanitize their work spaces multiple times a day if they are in the office. Common areas will also be cleaned accordingly.
• Employees will maintain six feet distance from one another if they have to be in the office.
• All staff will wash their hands with soap and hot water for at least 20 seconds, as the CDC and WHO recommend upon arriving and frequently while in the office.
• Any employee demonstrating symptoms of acute respiratory illness (fever, cough, shortness of breath) must stay home or be sent home and should seek medical attention.
• Employees who feel unwell should stay home. The symptoms of COVID-19 start gradually.  If their Primary Care Physician or 211 (which is an information and referral hot line) says it is OK for them to work, they can come in.
• We are encouraging all of our employees practice social distancing in their personal lives.

Please do not hesitate to contact us with any questions.  Together we will get through this time.