Robin Farver-Pence, National Sales Representative at Intech Equipment & Supply
Robin Farver-Pence exemplifies everything you could ask for in a National Sales Representative. She is professional, knowledgeable, passionate about the SPF and polyurea industries and has a personality that is captivating. It’s no wonder that her customers adore her. “If I don’t do a job that’s an A plus, I’m not satisfied. I really want to please the customer,” said Robin.
The Early Days
Fourteen years ago, Robin needed a job. She started working in shipping and receiving for an SPF company. “There was so much to learn that it was mind-boggling, but I was determined to learn and do my best,” said Robin. Robin came close to leaving the industry when a disgruntled customer screamed at her over the phone for sending the wrong part. “I understand why the customer was upset, but it really shook my confidence. I packed up my things and left, feeling terrible that I let this customer down. Thankfully, my boss called me and said that he guessed he had me confused with someone who liked a challenge and that he didn’t realize that I was a quitter. Those words jolted Robin back to reality. “I do like a challenge and I’m not a quitter,” said Robin. Today, Robin advises customers on all aspects of the equipment industry. Her boss proudly refers to her a “fireball” when it comes to knowing her stuff and getting the job done right.
Robin’s Journey to Success
Robin with long-time SPF applicator, Kirk Cooper.
“I’ve learned from some of the best, and I’m
grateful for those opportunities,” said Robin.
With renewed determination, Robin returned to work learning everything she could about every piece of equipment and part. She studied the equipment manuals at night on her own time, took the spray guns apart and put them back together--over and over again. She watched every video she could get her hands on and memorized hundreds of parts, including their functions. She got a hint that she was doing well when she realized she was dreaming about parts and equipment! But, that wasn’t enough for Robin. She started spraying a lot of foam and polyurea. “If I’m truly going to help customers, I need to understand what they experience. That way, I can advise them about products that will fit their particular needs. And, I’m honest. I tell them (the customer) my opinion about what works or doesn’t work from my own hands-on experiences,” said Robin.
An Inspiration to the Industry
“What I do isn’t just a job. I’m motivated by the good feeling I get when I help others succeed in the industry. Their success is my success,” said Robin.
Robin went all in, pursuing her job with an unwavering passion. She began building spray rigs. “Over the years, I’ve learned a lot about building rigs, such as what makes them more efficient and effective. I can spend as much as 2 to 3 hours with a single customer to explain every aspect of a rig, including thinking ahead about their future needs. It all depends on what the customer needs. It’s not about just selling a product. It’s about providing a product that will take each customer where they need to go today and in the future. Professional training and tech support are also critical components for success. I want my customers to get the best training and tech support ASAP because time is money,” explained Robin.
Leading by Example
“Even though I’ve learned a great deal over the years, I still embrace every day as a new learning opportunity. I always ask myself how I can do a better job today than yesterday. When needed, I go the extra miles necessary to make things right. I want my customers to know that I’m here for THEM. It’s about cultivating long-term, trusted relationships—not what I can sell today”. Robin nurtures the growth and development of her staff of 12, both men and women, who are climbing the ranks like she did. “I tell my staff when they do a good job. I want them to think about the customer first and serve them to the best of their ability. I want to be an inspiration to others and lead by example,” said Robin.
For more information about Intech Equipment & Supply
Writer: Jay Davidson, 2018