Issue 69 - Fawcett Sprinklers

If you happen to see two dirty, wet men laughing and singing out on your front lawn do not be alarmed, it's just Rolf Querbach and Brian Moroney sprinkling in some levity to go along with the sprinkler system they have installed in your lawn. Rolf and Brian are owners of Fawcett Sprinklers 5151 Walker Road in Windsor. These two good-natured fun-loving friends take their business very seriously but they take life with a song and a smile.

"We work hard and long hours - at least 80 hours per week - so you have to have some fun or you'll never survive." says Rolf. "But we don't fun around when we are doing our job." adds Brian.

"No," says Rolf "We take our work seriously, we are pros and very respectful of our customers and their property ...but we are going to show up with a smile because we look forward to coming to work everyday."

With more than 1500 customers - an increase of 150% over the past six years - it is obvious that a lot of people also respect Rolf and Brian's experience and expertise.

"The business has been around for 22 years," says Rolf. "So we have the experience, we use the best equipment and install the top of the line systems. Or growth is due not just because we provide the best products and service but by being accountable to our customers."

"We provide 24 hour service," assures Brian, "and when you call us, if we can't take the call, you'll get our answering machine not some phone service or lengthy voice mail procedure, just leave a message and we promise to call you back very soon ...and you'll talk directly to one of the owners."

Undoubtably, when you meet Rolf and Brian you will notice something different when compared to your garden variety business owners/ sales representatives. Instead of suit and ties or fashionable casual wear they will probably be wearing work clothes or coveralls with grass stains and smudges; muddy boots and soiled hands. These guys literally get into their work.

And there will be something else that might seem odd - unusual - and it has nothing to do with apparel.

"When you meet us you'll meet two guys in a really good mood." laughs Rolf, and he's serious. "Life's too short to be going around being angry about things. Customers don't want to hear grumpy workers complaining on the job."

"And when you have to work such long hours, sometimes for days out-oftown; and lots of times out in the open, unshaded from the blazing sun, it just helps keep up morale if you keep things light." offers Brian. "we'll make up songs, keep the conversation fun."

Their office is little more than a desk, a phone and a muddy floor. There is no secretary, no sales person, no sign that this room serves any purpose but for a pit-stop. And there's no need because Rolf and Brian are out on the job doing what they love doing. And while they share many similar interests towards business and away from work (they are a pair of duffers, er, I mean golfers), these two Kennedy grads also seem quite different.

Rolf is "the talker" he is gregarious, with the enthusiasm of a highpressure sprinkler while his partner Brian appears to be a little more subdued - not such a gusher and probably because of his other job as single dad to two young boys - but it is obvious that these two local men and business partners depend and rely on one another. And they are both very proud of their work and of their status as the "best in town!"

"Sure, almost anyone can install a sprinkler system," scoffs Rolf, "but how effective will it be? Will it operate properly, dependably, will it provide the coverage you need?"

"We've been installing systems for a long time, we know what we are doing and we know our client's needs and expectations." Says Brian. He also points out, "Our systems are designed and installed properly, not only to ensure that the water goes where it is supposed to go, but to be efficient and actually conserve water."

But all seriousness aside, Rolf and Brian are committed to adding a little levity to the daily drone. They both agree the effect translates into better productivity and more congenial customer relations. "Happy workers do good work," insists Brian. "If all day you are thinking of something else you would rather be doing, what kind of job are you going to do?"

"And what will customers think if they watched a couple of miserable, uncaring guys digging up their lawn and complaining about it?" asks Rolf. "I don't think they would call back."

Indeed, the old criterion in customer service is alive and well at Fawcett Sprinklers: they are pleased to show their customers they are happy(and grateful) to be at their service.

Serving much of southern Ontario since 1988, Fawcett Sprinklers has a well established reputation for supplying and installing above standard sprinkler systems for residential, commercial and property management companies. Rolf and Brian also offer comprehensive lawn care maintenance; seasonal start-up and inspection services and winterizing.

With a promise to provide the best quality in products and service Fawcett Sprinklers are irrigation specialists and leaders in their field, but don't expect a couple of white-collar stiffs to come and tell you this. And don't expect Rolf and Brian to actually start singing out on your front lawn (but don't be surprised if they do). Be assured only of getting the best work from the best company with the most experience and know their guaranteed service will always come with a smile ... and maybe a song too! TDM

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