L&J Plumbing and Heating has been family-owned and -operated since the 1950s. A lot has transpired over the decades, but what has not changed is the company’s commitment to service. Its roster of brand name retail and restaurant clients across Long Island and the five boroughs of New York City is a testament to L&J’s ability to consistently deliver on its promise. Kenneth Garraffa, owner of L&J, looks back over the company’s history and says with pride, “Success for us is our longevity with the same customers, their trust in our company, and our long-term employee base.”
Commitment is very important to Ken. It’s why he says the hardest part of his job is “locating new employees to add to our employee base: finding those who can understand the commitment of long-term relationships.” These crucial relationships are not just within L&J, but importantly also with L&J’s customers. Ken believes that one of the best ways to solidify customer relationships is to “inform them of situations or problems and email the facts so they have them in writing. The best solutions are not only our professional answers but having our customers understand and agree with our assessments.”
Sometimes those assessments may mean encountering “job scenarios that, with the lack of availability to certain materials, make it impossible to fix a serious problem, and then having to determine a temporary solution.”
Ken relies on ServiceChannel technology to run open reports to keep track of all calls. He refers to ServiceChannel as “state-of-the-art technology” and likes that it keeps information at his fingertips. He also avails himself of ServiceChannel’s contractor training, which he uses as part of L&J’s monthly formal and informal training sessions.
When it comes to his company, Ken is very serious about always being the best. But there’s also a fun side that comes out on the golf course and, as he says, at “Rangers hockey!”