RRT:

Unmasked

We sat down with Dwain Paul, Midwest Service Manager, to discuss how the Rapid Response Team was launched and its continued success.

Q: How long have you been with Midwest in the service department?

A: I first became a part of the Midwest team twenty-three years ago, and I was the first and only service staff to attend to deficiencies, repairs, and minor design changes. Two years later, the service department became the Rapid Response Team, and I became the service manager.

Q: How do you think the Rapid Response Team contributes to Midwest’s corporate mission of “Quality, Service, and Completion”?

A: I think that the implementation of the Rapid Response Team enables us to fulfill the service goal and meet the most basic needs of the industry. We have successfully proven our ability to respond rapidly and efficiently to service calls, create happy clients, and be flexible with the demands of the job. We have the highest quality standards and we do what it takes to complete a job on time.

Q: What do you think is one of the most significant projects the Rapid Response Team has done?

A: A few years back, we were asked to do some last-minute work at a school in Calgary, and the city required this work to be complete prior to opening the school to students. The very next day, we organized the necessary materials for the job and six service staff worked to finish it just in time for school to start.

Q: What do you want people to know about the Rapid Response Team?

A: It’s amazing to think back and see how much the department has changed and grown over the years. We have the capacity to take on larger scopes, but we continue to devote ourselves to the smaller service projects. I have a great service team that makes the department successful. I believe that our achievements speak for themselves, and I am truly proud of how far we have come.