WWJ Closeup, December 2020

CAITLIN FAY
Water Systems Contractor
Bob Butler & Niece Quality Water Systems LLC
North Dartmouth, Massachusetts

BEST ADVICE I EVER RECEIVED?
“There is always time to do it right the second time”—meaning taking the shortcut or quick fix usually leads to having to go back and do it the right way. So you might as well do it the right way the first time—even when no one is looking.

IF YOU COULD CHANGE ONE THING ABOUT YOUR PROFESSIONAL SELF?
Getting customers off the phone faster. I spend too much time on the phone listening to homeowner diagnosis or explanation of what’s going on or even talking about nothing that even has to do with me. I’m not good at cutting them off so I can get to the next call.

MOST SATISFYING PART OF YOUR JOB?
Doing my best work at every job, being honest and fair with my customers, and getting what needs to be done. Doing something I love which supports my daughter and me is very satisfying. I also really enjoy getting an old pump primed when someone else wasn’t able to.

THE MOST DIFFICULT HURDLE WHEN INSTALLING A WATER SYSTEM?
Google. Homeowners like to diagnose their own issues and Google leads them in the wrong direction. Homeowners sometimes try to fix it themselves with the information they found and it makes things even worse to troubleshoot because we don’t know what the homeowner messed with.

FAVORITE LEARNING RESOURCE ON WATER SYSTEMS?
My uncle (Bob). He’s been in the well business for 45 years, 35 on his own. He’s seen a whole lot and knows a bunch of tricks. Also, my salesman and the team at Blake Equipment when it comes to new technology.

WHAT’S IT LIKE WORKING ALONGSIDE YOUR UNCLE?
I’m so lucky to be learning the business from him. From out in the field to in the office he knows his stuff. Paperwork-wise, he’s so organized and that makes the transition of taking over so much easier. Besides all of that, we really have fun working together!

THE FUTURE OF YOUR FAMILY’S BUSINESS?
I hope that Bob will keep working as long as he wants and is enjoying it. I hope we continue to have great years growing as a business while still staying local (30-minute work radius) and maintaining the same quality work and great customer relations we do now.