The Grit that Keeps us Going and the Glue that Holds us Together
At the end of every year, I spend time reflecting on the past year as part of my planning for the year to come. Typically, the top question on my mind is how can we make things better for our customers? In doing so, I look back at how consistent we were in following our five Core Values: a Focus on the Customer, a Drive to Excellence, Accountability, Teamwork, and Being Contagiously Positive. These Core Values guide our strategic decision making, employee selection and reviews, and how we run our company as a whole.
But this year, I’m not finding myself thinking about the formal guidelines that define much of our corporate culture. Instead, I find my thoughts gravitating toward the less formal, undefined aspects of how we do things in the day-to-day operations of our business. I think of this as the “spirit” of our company—the special something customers see in us and gravitate toward. This special something is made up of what I call Grit and Glue.
The Grit that Keeps us Going
Grit—Secondwind-style—is the force that propels us to do what it takes to get ‘er done. There are countless examples of this in our daily work. A technician trekking through mud caused by a torrential downpour, or passing through spider webs in a tight crawl space, qualify as Grit. The water specialist who races to his or her next job after an hour’s drive to a no-show appointment, is also Grit. That feeling you have to overcome when the day is long, something goes wrong at 4:30 pm, and you know you won’t be home for hours—that’s grit too. In situations like these and more, we simply dig deep inside and get the job done for our customers. Our Grit shows our customers what we’re made of and reassures them that they can always count on us.
The Glue that Holds us Together
Our Glue holds things together so we can take care of our customers and the needs of our business. While everyone at Secondwind has a formal job title and description, we’re still a relatively small company. And occasionally, we’re short-staffed in certain areas. There isn’t one person on our team who isn’t willing to do something outside of their job description. This could be an operations manager running parts out to a job; or a customer service rep donning work clothes to help in the field. All of our managers encourage employees to work across departments, cross train, build bridges, and help each other out. We all brew the coffee, replace the paper towels, and take out the trash. And each of us takes on the responsibility of looking for potential problems and trying to prevent them from happening.
Meeting the Needs of our Customers
So, as I reflect back on 2018 and the countless times our Secondwind Grit and Glue has been demonstrated over the past 29 years, I feel confident we’ll continue to grow, learn, and meet the needs of our customers well into the future. As we enter our 30th year, I hope that we never lose the Grit and Glue spirit that brought us into existence in the first place. It’s what makes Secondwind, Secondwind.
Water Treatment Systems in NH
Secondwind Water Systems is New Hampshire’s leading provider of commercial and residential water treatment systems. We install, repair, and service water treatment systems. If you have questions about the safety or quality of your drinking water, contact the Secondwind team.