CHAUTAUQUA STAR ..

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Local business owner TJ of TJ's Plumbing & Heating, Inc. says the economy has not hurt his business, which has grown substantially during the two years its been in operation. (Photo by Jason Sample)

For the past couple of years, a local business based in Jamestown has been defying the odds. Despite a recent economic downturn and sluggish market, TJ's Plumbing and Heating has been able to not only stay open, but actually see substantial growth since first opening in 2007. The business is owned and operated by 33-year-old TJ who says there are several reasons why he's been successful, and it starts with the customer. "No matter what the situation is, the customer is always right," TJ explains. "It's amazing how loyal the customers become if you treat them with respect."

For the past couple of years, a local business based in Jamestown has been defying the odds. Despite a recent economic downturn and sluggish market, TJ's Plumbing and Heating has been able to not only stay open, but actually see substantial growth since first opening in 2007. The business is owned and operated by 33-year-old TJ who says there are several reasons why he's been successful, and it starts with the customer.
"No matter what the situation is, the customer is always right," TJ explains. "It's amazing how loyal the customers become if you treat them with respect." 

Customer service is something TJ impresses on each of his employees. From the moment they enter a person's home or business to the second before they leave, he says the most important thing his employees can do is develop a positive relationship with the customer. And it's apparently working. "I didn't expect all the relationships I've formed with so many different people. It's beyond something more than just customers. We've really got people who care about our company and they're happy to have us in the home."

In addition to building positive customer relations, TJ says it's just as important to build a positive partnership with your workers. "I wanted to create a company that would not only take care of my customers, but also take care of my employees because what I've learned is longevity of an employee really makes a difference," he says. "They know the customers and the houses. So when I started this, I wanted to look at these guys as partners rather than employees."

Because he treats his employees more like partners, TJ has been able to grow his customer base. "We really hold the guys accountable in the quality of the work and in their actions. We really put our best foot forward.  It all goes back to customer service is our number one goal.  If you have happy employees you have happy customers."

TJ's operation currently has 18 employees.  That's an impressive number considering it was only he and his wife when they first opened. "She'd answer the phones and I'd go out on the calls," he says, but that didn't last long. "I realized really fast that with the little advertising we did the phone started ringing so I started to bring people in right away. In a month I had three or four employees working under me."

In addition to his wife, TJ also has two master plumbers on his staff and seven journeymen. He also has several heating and cooling technicians that have been in the business for several years, plus some great up-and-coming apprentices. Despite the ever-increasing workforce, TJ still does his part to make sure things run smoothly. "We're on-call 24 hours a day seven days a week, so I answer the phone a lot," he says.  TJ also does what he can to market his business effectively. That includes advertising in several media outlets and also creating a brand name and logo that people can easily identify and recognize.

Because of his multi-faceted approach, TJ's Plumbing & Heating has grown into one of the largest operations of its kind in western New York. The business serves all of Chautauqua County, along with neighboring areas as well. "We're all over the southern tier and Warren County P.A.," he explains. "Our waterproofing goes to Buffalo and Erie. Plumbing and heating stays more local." And even though they are based in Jamestown, TJ says his employees live throughout the area, which means they can get to a customer's home quickly, no matter where they may live.

With just two years under his belt, TJ has apparently found a formula that works. He says he has no plans of leaving the area and hopes his business will be around for years to come. "I plan on doing this for the next 30 years and I see this growing into one of the largest plumbing companies on the east coast," he says. "I see us growing every year and the longevity of my crew becoming a real asset. It's going to be a fun journey."

CHAUTAUQUA STAR by Jason Sample

THE POST-JOURNAL JAMESTOWN, NEW YORK 

 

A customer service-based approach to business may seem like common sense to a conscious consumer, unfortunately it isn’t all that common. But at TJ’s Plumbing & Heating in Jamestown, it is the only way to operate.

‘‘If customers aren’t completely happy with the service, then I’m not happy,’’ said T.J., master plumber and owner of the business. ‘‘My family depends on me taking care of my customers. If I fail, they suffer and that’s unacceptable to me. Whatever I have to do, I’m going to do it for the customer.’’

As T.J. explains, the company puts the service ahead of everything, and that’s what keeps customers calling back, referring friends and family. More than 80 percent of his client base falls into one of those two categories, and T.J. isn’t shy talking about his business’s inner workings and talented technicians, which make those numbers a reality.

He refuses to use low quality, cheap products that are easy to mark up at the time of installation, leading to a quick profit. He is more forward thinking than that. He knows that if a water heater or even a simple piece of drain pipe fails before a homeowner expects it, it won’t be long before those great friendly referrals turn into negative word of mouth, something that eats away at a businesses credibility like a cancer, killing it slowly.

‘‘Cheap products cost more money in the long run, so everything I use is the same quality I would use in my own home,’’ T.J. said. ‘‘It’s not all about making a dollar to me, it’s about building relationships in my community.’’

One way T.J. cuts down on the cost to his customers is by fostering relationships within his fields’ distribution network.

‘‘I skip the middlemen and buy in bulk directly from the manufacturers,’’ he said. ‘‘Then I pass the savings on to my customers.’’

T.J. said ‘‘no one is perfect,’’ and on that rare occasion that a mistake may happen, T.J. stands behind his workmanship 100 percent.

According to T.J., the company slogan, ‘‘Any Problem, Anytime, Anywhere,’’ may be simple, but it’s much more than a catchy cliche.

‘‘It’s one thing to advertise 24 hour service, and another thing to really do it. I’m the guy who answers the phone, and that’s the difference, that’s what sets me apart, ’’ T.J. said. ‘‘People don’t just have problems between the hours of 9 and 5, that’s why we are always available. I wouldn’t have it any other way.’’

 TJ’s Heating and Plumbing is housed in a 6,000 square foot area in the former Chautauqua Hardware building on Water Street.

In addition to plumbing and heating, TJ’s offers full bathroom remodeling services, drain cleaning, water well service and basement water proofing. He said that the waterproofing technique they use has ‘‘really caught attention’’ around the area and helped the company expand their waterproofing services to Fredonia, Buffalo, Olean and Erie, Pa.

As previously mentioned, TJ’s Plumbing & Heating offers their services 24 hours a day, seven days a week and can be reached at 488-0066 in Southwestern New York and (814) 723-2832 in the Warren, Pa. area.

THE POST-JOURNAL

Jamestown, New York

TIMES OBSERVER WARREN PA.

T.J., master plumber and owner, said that his company continues to grow as it approaches its second year in business because he keeps the customer happy.

''We are still growing by leaps and bounds and it is all rooted in the fact that we are a customer-oriented company,'' he said. ''Everything I do when it comes to the day-to-day business is based around what is best for the customer.''

T.J. said building a company based around the customer is how his business is spreading out to do heating and plumbing work just not in Jamestown, but also in Fredonia and Dunkirk, N.Y., and Warren. He said now, with 19 employees and 10 trucks, he is able to offer around-the-clock service to his customers.

''If customers aren't completely happy with the service, then I'm not happy. Whatever I have to do, I'm going to do it for the customer,'' he said. ''It's one thing to advertise 24-hour service, and another thing to really do it. I'm the guy who answers the phone, and that's the difference, that's what sets me apart. People don't just have problems between the hours of 9 and 5, that's why we are always available. I wouldn't have it any other way.''

T.J. said his company puts its service ahead of everything, and that's what keeps customers calling back and referring friends and family.

He said that he refuses to use low quality, cheap products that are easy to mark up at the time of installation, leading to a quick profit. He is more forward thinking than that. He knows that if a water heater or even a simple piece of drain pipe fails before a homeowner expects it, it won't be long before those great friendly referrals turn into negative word-of-mouth, something that eats away at a business' credibility.

''Cheap products cost more money in the long run, so everything I use is the same quality I would use in my own home,'' he said. ''It's not all about making a dollar to me, it's about building relationships in my community.''

T.J. also is helping the community. This past holiday season the company led the way in a food drive for St. Susan's Center in the fight against hunger. T.J. sponsored several drop-off points for non-perishable food items and also had his own employees make stops at people's homes to pick up food.

''The guys had a great time, and you could tell they enjoyed helping out,'' he said. ''It just felt good to give back to a community that has helped my business.''

TJ's Plumbing & Heating offers their services 24 hours a day, seven days a week and can be reached at (716) 488-0066 in southwestern New York and 723-2832 in the Warren area.

TIMES OBSERVER

Warren, Pa

THE POST-JOURNAL JAMESTOWN, NEW YORK

TJ's Plumbing & Heating, Inc. Supports Local Food Drives

Fighting hunger in our own communities has become a front-and-center issue. We hope we can count on you to join special efforts under way through the holidays to collect food from those who can afford to give in order to help feed those who are struggling.

Shults Auto Group is kicking off its traditional Spirit of the Holiday food drive later this week and will continue into December collecting non-perishable food items and monetary donations. They can be left at any Shults Auto Group showroom. The goal is to fill dozens of trucks with food for St. Susan Center and the Salvation Army.

And in a sign of the seriousness of the need, TJ's Plumbing and Heating has joined the effort to collect non-perishable food items for St. Susan soup kitchen.

TJ Langer has lined up the three media companies in the area to host drop off points - The Post-Journal at 15 W. Second St., Jamestown; Time Warner Cable, 120 E. Second St.; and Media One Radio on Orchard Road, which is off Southwestern Drive. If you can't make it to any of those locations, call TJ's Plumbing at 488-0066 to schedule someone to pick up your donation.

For every 1,000 cans of food, TJ's will donate enough money to provide 250 meals.

We join the Shults family of auto dealers and TJ's Plumbing and Heating in urging you to do whatever you can to help those in need.

We could not say it better than Langer did when he announced the food drive:

''Whether you want to give to Jamestown's soup kitchen or if you prefer to help someone in your own neighborhood, please do one or the other. You never know what is going to happen in life, and now is the time that we can make a difference.

POSTED: November 26, 2008

THE POST-JOURNAL JAMESTOWN, NEW YORK