GEM Heating & Plumbing Services team (GEM Heating & Plumbing Services)
Excellent customer service drives this company’s growth
GEM Plumbing & Heating Services in Lincoln, RI, provides several services to residential and commercial customers in Rhode Island, Massachusetts, southern New Hampshire, and certain areas in Connecticut.
While southern New England residents may know GEM as a plumbing and heating company, it offers much more, including HVAC, electrical contracting, air conditioning, fire sprinklers, duct and drain cleaning, smart home services, generators, and more. "We want to care for your entire home," said Joseph Andrade, GEM's President of Home and Commercial Services.
Larry Sr. and Gloria Gemma started the company in 1949, and it grew from a small family business to one with more than 700 employees. Andrade shared that even with the company's growth, the organization is family-oriented. "The founders stood for family, community, and courtesy. Larry Sr. And Gloria Gemma entrenched those principles into the business. And with those values in mind, their sons and several family members, who are still present within the business, continue to lead the company with those same principles. Delivering heating, plumbing, and electric services to residential and commercial clients with excellent service and family values is what GEM is all about," said Andrade. He also expressed that even to this day, the tenets of the business are rooted at the top.
Andrade, is frequently seen around the office with his employees, asking 'how are you doing today?' Andrade added, "If you take care of your employees, they will feel good. They will take care of the community, and each job will be serviced well. Our clients know that when one of our technicians walks into their house, it's not somebody tracking dirt through the house. Our technicians will ask questions about the problem and listen to what the customer says. Once the job is finished, our technicians review the job with the client. Someone will follow up. If there's an issue, we'll come back and fix it. Our customer reviews are actually read and listened to by Andrade and his staff. We like the good reviews. I see the good reviews. I cringe when I see a bad review. You can't always be spot on when you're doing 500 calls a week and dealing with 700 people, and you're in many people's homes. But we're going to try to be."
Andrade provided insight into how the company operates and serves its customer base. "GEM has been a community staple for over 70 years. The trucks are beautiful and identifiable, but most importantly, we offer excellent customer service. So, from the moment we get the call to the moment arriving, to completing the job, it's about providing the best customer service, no matter which trade. I'm on two executive calls a week with the division managers. There are about 30 of them. And they always follow up with customers. We get a lot of positive reviews, but if there's a negative review, the business managers follow up, and they ask why the customer gave us a bad review and how they can make it right," said Andrade.
In addition to serving clients, training the next generation of technicians is also essential to GEM's business. The company offers several programs to people looking to enter the trades, such as trade-based programs, apprenticeships, and on-the-job training. In addition, GEM partners with external training programs and has an educational institute. "We run a GEM Technical Institute, where we teach apprentices how to get involved in plumbing and pipe fitting," said Andrade.
The executive also noted that fewer young people are going into the trades, so visiting high schools to discuss career opportunities is one way GEM attracts potential employees. Andrade said, "We'll set you up on apprentice programs, pay to get your license, and work you into the company. You get that license. We'll get you a great truck and give you all the necessary tools."
Another part of the company's training program is sending GEM executives on ride-along with technicians as a quality check to ensure new technicians are maintaining GEM's standards. "We take pride in what we do and make sure it's done right," he said.
Marc Highbloom, GEM's Branding, and Marketing Manager recalled joining a team on a service call. "I was with a master plumber. He had seven licenses in two states, and he cared about his crew. He visited his crew's projects. He would look at the work and make sure it was done correctly. Having somebody with 30 years of experience walk in is incredible because access to those experts is important helping those who are learning, whether they're doing the apprentice programs or just got their license."
Providing home services is just one facet of how GEM is involved in the community. Supporting charitable organizations is also important to the company. GEM established the Gloria Gemma Breast Cancer Resource Foundation in 2004 in memory of Gloria Gemma, who died of breast cancer in 2002. "Community service is an integral part of GEM," said Andrade. The company also supports other Rhode Island-based non-profit organizations such as McAuley Village, which helps families in need, and the Karen Bradshaw Memorial Golf Tournament. This non-profit organization raises funds to help those affected by cancer.
For more information about GEM Plumbing & Heating Services, check out their BBB Business Profile. To learn more about BBB and read more stories like this, visit Behind the Business Stories from BBB of Eastern MA, ME, RI, & VT.
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