Hi, I’m Mary and I’m either on the phone or out of my office, but if you leave me your name and telephone number …”
Quite often I’m the person that customers will talk with when they call Sutherland Welles Ltd. on the phone. I’m also Frank Welles’s business partner (not his wife – he is married to his work!). The story of how I came to be a partner is similar to the way the guy with the razor company came to own it. He bought the razor, loved it, and given the opportunity, he became part of the company.
There are few people who have a true “passion” for finishing wood. I am one of those people. Frank Welles is the only other person I have met who shared that same passion. It is a Zen. For most people, finishing is a necessary evil. They would much rather create the piece than finish it. The reason for that mind set is largely due to their lack of knowledge of the finishing materials they use and the poor quality finishing materials available to them. This inhibits the creative process that validates finishing – at least in my mind – as an art form! To be sure, wood presents itself as a “fixed form,” but using Sutherland Welles Ltd ® Polymerized Tung Oil products permits an enhancement of that fixed form that is absolutely spectacular both in its presentation and its performance as a coating.
I was a regular customer of Sutherland Welles Ltd.® when I had my own finishing company, Phoenix Finishing.Buying directly from Frank was always an experience in sharing the “Zen” of finishing. We often talked about our respective companies – the difficulties, joys and dreams we held for ourselves.
In 1996, Frank was trying to launch his Millie’s™ formulation and needed help. Knowing that I had a degree in business administration with a marketing focus, he solicited my help. I began as a consultant to Sutherland Welles Ltd. and Millie’s™ came to market as our first joint venture. Soon to follow was Frank’s request that I take on Sutherland’s customer service – because of my hands-on finishing knowledge and experience with his products. Anyway, that’s how I came to be the “Woman on the Phone” ~ I’m always on the phone answering your questions! As they say, “the rest is history”!
Today, I’m no longer the only one assisting you on the phone! As the business has grown so have my responsibilities and just as Frank needed my help, I now depend on a wonderful team to help continue the commitment to providing stellar customer support!
Meet the rest of the team….
Maggie Hazard, Jon Williams, Ashton Allen, Don Bullard, Laura Kowalske
Maggie Hazard was our first employee! She has been packing orders for us since she was a Sophomore in High School. She worked for us part-time while going to Esthetician School and gradually made her way through all the departments filling in where ever she was needed. She works full time as a mom of two adorable little girls and part time with us and as a licensed esthetician in private practice. She’s a busy gal! She spends most of her time in the administrative area and shipping when needed.
Jon Williams joined us in January 2007 after working in the printing industry for fourteen years. His integration to our policies and practices was amazingly swift. In no time at all, he had order processing down with our computer software. He added technical support and managing shipping to his skills in 2008. He recently assumed the role of General Manager and he has the pulse of the entire operation rolling along smoothly. A tall order, but he’s the man for the job! He has been a wonderful addition to our team and I’m very thankful for his broad range of skills. June 2008 found Jon in a new role when he and his wife, Holly, welcomed baby Anderson into their lives. This past spring, Jackson joined big brother to create a full, happy and very busy household! Jon’s a great dad and when he’s not caring for the boys, he enjoys being outside in his gardens or biking Vermont’s many off road trails.
Ashton Allen joined us in January 2007 as my production assistant. This is a very important area of our business and requires someone devoted to details and commitment to maintaining quality assurance. As a college student in a business degree program, Ashton’s time is divided between school and production. He recently stepped into the wonderful world of home ownership and is thrilled to have access to all sorts of wonderful materials and ideas to bring to his new space.
Don Bullard joined us in September 2010 as we could feel the momentum of the recession starting to lift and pace in shipping and labeling pick up. The “Mill” was originally built and owned by Don’s family. They produced golf tees and later children’s wooden toys from the sustainably managed forests they owned. Don loves this old building and knows all it’s quirks. When he’s not in shipping and packing, he’s busy keeping everything in good working order. He loves to hunt and he maintains the many acres of their family forest while enjoying being a grandfather.
Laura Kowalske joined us September 2010 as well. Feeling the wave of phone traffic increase and both Jon and I watching our in-boxes fill to overflowing and nothing getting done on our to-do-lists, we knew we could use some help. Laura’s amazing administrative skills are a huge asset. We are organized, tidy, and up to date with our do lists. She seems to be a step ahead of knowing what we need done and makes it happen. Her sense of humor keeps a smile on everyone’s face!Being a Florida transplant, she and her husband Dave love to return as often as possible to visit their two daughters.