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An Interview with Joe Brancato, Jr., President:

We cornered our company president to ask him a few questions about his philosophy of customer service, what’s going on in the field of commercial & residential plumbing & heating services, and where he sees Burlington Plumbing & Heating headed as we enter the next Millennium.

Question: Burlington Plumbing & Heating has been in business a long time. What is the secret to your success?
Answer: To provide the best service possible to our customer. Our #1 priority is to make sure after we have serviced our customers, that they are followed up with a customer questionnaire, making sure they were provided with the best service possible. Since my father started this business in 1933, we have kept up his good name and reputation.

We are members of the PHCC (Plumbing – Heating– Cooling Contractors) and QSC (Quality Service Contractors) being a member, I’ve learned new techniques in running a successful company through further education and seminars they provide. I also send my service technicians to school throughout the year so we can keep up with the ever-changing technology and codes.

Question: What is your philosophy about "serving the customer" and how did you arrive at it?
Answer: To treat our customers the way we would expect to be treated and that is with the utmost respect. I’ve realized after 25 years of being in business that we have understood that each customer has their own individual needs.

Question: The company’s office is not your typical plumber’s office as most people would envision. What’s with the eastern cultural influence and impeccable lobby?
Answer: We provide a peaceful Zen like atmosphere in our lobby and throughout our office due to the knowledge I have gained by reading such books from Darshan, Krishnamurti and the Dalai Lama. I start my day by meditating and working out physically so I can be at my best for my customers and employees. I do these things to be centered. We encourage our customers to come by to just say hi or to ask any questions they may have.

Question: What trends do you see occurring in the market place, specifically with the homeowner, and with the needs of the commercial customer?
Answer: I’ve noticed that most households are working households and need special scheduling. I feel one of our strong points are working around peoples schedules and needs. As far as commercial customers, they are greatly impacted by a plumbing emergency. Our company maintains a fully staffed office during normal business hours, and our Service technicians carry a pager and a cell phone at all times.

During office hours our on call service techs are paged immediately and customers are called back right away. We have the finest equipment and updated technology to provide the best service possible.

Question: How do these trends impact the Burlington Plumbing & Heating’s customers?
Answer: Basically everyone has the same needs. Residential customers and companies alike are looking for fast professional and efficient service. Our logo which is the greyhound signifies fast service.

Question: Why do Burlington Plumbing & Heating’s customers remain so loyal, in your opinion?
Answer: Because we stick to our philosophy of exceptional personal service. Our customers tell us that they like the consistency of service, our high standards for quality, and that they can count on us to get the job done correctly at a fair price. In short, we’re reliable.

Burlington Plumbing & Heating Plays Leading Role In HEAT’S ON Program For Needy

Burlington Plumbing & Heating is taking a leadership role in planning and implementing PROJECT HEAT’S ON, a program designed to provide heating service assistance to the area’s handicapped and elderly to ensure that needy residents are safe and warm through the winter months.

The program is just getting started here in Massachusetts, following national success in many cities. HEAT’S ON is intended to augment city-funded programs for those requiring assistance, and is a cooperative program delivered by local contractors, supply houses, and volunteers. In many cities, local restaurants, doughnut shops, and merchants pitch in to feed the program’s volunteers or partically fund the program.

"The program needs about five months of planning to get started," according to Joe Brancato, Jr., President of Burlington Plumbing & Heating. "We’re hoping to get our HEAT’S ON program up and running for next year’s heating season, but we’ll try to respond to specific requests in the interim."

Call our office at (978) 667-0010 for more information.