In this episode of Going With the Flow, host Lucas Cellino sits down with Joanne Dettelis, a Customer Service Specialist at Cellino Plumbing, Heating & Cooling in Buffalo, NY. Joanne shares her unique path from running multiple businesses and working for the federal government to joining the Cellino call center, thanks to a nudge from her son-in-law, Bill Cellino. She talks about the fast-paced, high-stakes nature of customer service in Buffalo, especially during emergency plumbing and HVAC calls, and how the call center team operates like a well-oiled machine to support both customers and technicians across Western New York. Joanne reflects on the steep learning curve of adapting to new systems, the importance of empathy during crisis calls, and the pride she takes in helping local homeowners with sincerity and compassion.
Lucas chats with Job, founder of JMAX Media, to share the story of a seven-year partnership with Cellino. They discuss SEO, the impact of AI, and how community and culture drive marketing success.
Lucas sits down with Rich, Cellino’s new Director of Finance, to discuss his journey from corporate life to the fast-paced world of plumbing, HVAC, and electrical services. They explore forecasting, industry trends, and what makes working at Cellino so unique.
Garrett shares his journey from business degree to HVAC service tech, reflecting on apprenticeships, growth, and the challenges of Buffalo’s heating season.
If this episode inspires you, remember Cellino is here to provide trusted, compassionate service for Buffalo homeowners.
