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www.FredericksburgParent.NET 25 Sponsored Material But because Robert B. Payne provides emergency service to those without heat or air, the company had to find ways to continue to serve customers in need, even when the risk was high. For one COVID-positive customer whose heat went out, workers found a way to diagnose and fix the problem from outside the house. The company made portable window units available to customers when it couldn't get to their needs immediately. Stay-home orders meant people were now in their homes more than ever—and many started to realize they needed to upgrade or replace their home air systems during this time. "We were inundated," Thompson said. "It was kind of a double-edged sword—we had all this work to do, but we were putting guys in harm's way every day." As the pandemic wore on, Thompson acknowledges that the stress level of his employ- ees rose. The company doubled down on training and re-training employees in how to be safe at a time when many people didn't want to leave their homes. "We as a management team said, 'Should we keep going or should we shut down?'" he remembers. "Everybody said no. We can't live in fear. We have to move forward." Thompson said he won't forget the 65-year-old salesman who continued to meet with customers to give proposals, despite the risks. "He was exposed to more people than anybody in the company," he said. "I never heard a single complaint." As spring gave way to summer, Thompson said technicians worked in hot attics while keeping their face masks on. Thompson praised the Rappahannock Area Health District for the guidance it gave the company to help it continue to work safely. But as COVID-19 spread in the community, inevitably some members of the staff were affected. When one technician tested positive, Thompson said it effectively took 20 percent of the company's installation workforce out of commission for the 14-day quarantine period, in the midst of its busiest season. Still, Thompson said he feels lucky that more of his staff haven't had to quarantine, and that the cases that have occurred have rein- forced to staff members how important the new safety protocols are. He's also thankful for how supportive the Fredericksburg community has been through- out the crisis. "I am so thankful for the team we have," Thompson said. "It is our privilege to continue to move forward in serving our community." To learn more, visit www.robertbpayne.com. "I am so thankful for the team we have...it is our privilege to continue to move forward in serving our community" For one COVID-positive customer whose heat went out, workers found a way to diagnose and fix the problem from outside the house.