In this episode of Going With the Flow, host Lucas Cellino sits down with Marketing Director and Customer Service Manager, Taylor Craig, to discuss her journey within Cellino Plumbing, Heating & Cooling. Taylor shares how she transitioned from customer service into marketing and the importance of balancing both roles, as they work closely together to keep the call board full and drive business. The conversation highlights Cellino’s commitment to marketing innovation, including their well-known Truck Wrap Contest, which gives back to the community by supporting nonprofits. Taylor and Lucas also dive into the company’s marketing strategies, from fun and engaging commercials—like the Valentine’s Day campaign—to more data-driven approaches like Google Ads and pay-per-click advertising. Taylor also touches on the growing partnership with the Buffalo Bandits and how community involvement, such as sponsoring animal rescues and local events, sets Cellino apart. She emphasizes the importance of maintenance tune-ups, the impact of National Fuel rebates, and how recent promotions—like the free smart thermostat offer—have been gaining traction with customers. Throughout the episode, Taylor provides insight into the fast-paced nature of both marketing and customer service at Cellino, reinforcing the company’s dedication to innovation, customer education, and community support.
In this episode of Going With the Flow, host Lucas Cellino talks with Logistics and Dispatch Manager, Dez, to explore the fast-paced world of dispatching at Cellino Plumbing Heating & Cooling. Dez shares his background, including his time as an operations manager for an Amazon contractor and his experience playing college football at Valdosta State, where he was part of a national championship team.The conversation dives into the complexities of dispatching, comparing it to running triage in a hospital—prioritizing urgent calls like no heat situations, mainline backups, and sump pump failures while ensuring efficiency in technician assignments. Dez discusses the challenges of balancing unpredictable call volumes, the importance of having well-stocked trucks, and why plumbing services can seem expensive due to the high costs of vehicles, equipment, and staffing. Lucas and Dez also touch on Buffalo’s community-driven culture, the transition from Georgia to New York winters, and how adapting to unexpected situations is key in dispatching. Dez highlights how his role requires quick problem-solving, flexibility, and teamwork to ensure customers receive timely and effective service. The episode provides a behind-the-scenes look at how dispatching operates, offering insight into the decision-making that keeps Cellino running smoothly—even on the busiest (or slowest) days.
In this episode of Going With the Flow, Lucas Cellino interviews Justin, Plumbing Service Manager at Cellino Plumbing Heating & Cooling. Justin shares his career journey, discussing the importance of mentorship, hands-on experience, and trade school in his development. He reflects on how respect in the industry is earned over time, noting that despite being young, he’s gained recognition and authority. Justin also explains Cellino’s focus on training young apprentices instead of hiring experienced plumbers, highlighting the growing demand for skilled professionals as older workers retire. The episode underscores the need for on-the-job learning to meet future industry needs.
In this episode of Going With the Flow, Justin, the Plumbing Service Manager shares his old-school management style, focusing on one-on-one meetings with technicians to review performance and set goals. He discusses managing frustrated customers, emphasizing trust and transparency. Justin highlights the importance of financial experience for career growth and touches on the rise of new plumbing technology, like tankless water heaters and water treatment systems. Luke, the company president, adds that maintaining a family-like culture, using humor to boost morale, and building strong relationships with employees and customers are essential to their success. He reflects on the company’s growth and how balancing hands-on leadership with empowering the team has been key to their ongoing achievements.
In this episode of Going with the Flow, Lucas Cellino sits down with his cousin, Bill Cellino, to discuss his journey at Cellino Plumbing Heating & Cooling. Bill shares how he transitioned from being a stay-at-home dad to joining the company, initially helping on Sundays before expanding into a full-time role. They dive into Bill’s passion for technology and how his expertise has helped improve operations, from implementing ServiceTitan to enhancing efficiency with AI tools. Bill also reflects on the challenges and rewards of working in a family business, the importance of company values, and his dedication to making Cellino a place where employees love to work.
In this episode of Going with the Flow, host Lucas Cellino welcomes Brenden, Director of Operations at Cellino Plumbing Heating & Cooling. Brenden shares his journey from growing up in Albany, NY, to attending Hilbert College in Buffalo, where he met Lucas through lacrosse. He recounts his career path at Cellino, starting as a customer service representative and eventually taking on roles in dispatch, field operations, and leadership positions. Brenden reflects on the company’s growth, his experiences in the trenches, and his passion for customer service. He also discusses the future of Cellino Plumbing, emphasizing the importance of remaining a family-run business amidst increasing competition from corporate acquisitions.
In this episode of Going with the Flow, host Lucas Cellino chats with Ed, a technician at Cellino Plumbing Heating & Cooling. Ed shares his journey from being a Spanish teacher to discovering his passion for plumbing, detailing his experiences as an apprentice and the unique challenges he faces on the job. He discusses some of the odd jobs he’s encountered, including a memorable fish-in-the-toilet incident, and his interest in plumbing history, touching on Buffalo’s contributions to the industry. Ed also compares older plumbing systems to modern advancements and highlights the evolution of toilet technology.
In this episode of Going With the Flow, Lucas Cellino interviews Aaron, HVAC Department Manager at Cellino Plumbing Heating & Cooling. Aaron shares his career journey from studying business to joining HVAC and managing residential and commercial projects. He discusses upcoming refrigerant changes, explaining the shift to R454 and the challenges contractors will face, including equipment upgrades and increased costs. Despite safety concerns about flammability, Aaron reassures homeowners that the changes will not affect performance. The episode highlights the evolving HVAC landscape and Cellino’s preparations for the transition.
In this episode of Going With the Flow, Lucas and Aaron discuss the evolution of hybrid HVAC systems that combine heat pumps and gas furnaces for greater energy efficiency. They share how early challenges with wiring and thermostats led to developing solutions, resulting in smoother installations today. Aaron emphasizes the growing popularity and efficiency of these systems, highlighting the value of rebates and environmental benefits. While initially cautious about change, Aaron now believes in the hybrid system’s advantages and expresses confidence in their team’s ability to handle future service challenges as these systems age.
In this episode of Going With the Flow, Lucas and Aaron explore the evolution of boilers and rooftop units. Aaron discusses the increasing popularity of high-efficiency Viessmann boilers, which offer features like Wi-Fi capability and versatile heating options, including baseboard and in-floor heat. He shares his appreciation for radiant boiler heat’s clean and comfortable qualities. The conversation then shifts to rooftop HVAC systems, which are becoming more common, especially in strip plazas. Aaron also highlights the strong team dynamics at Cellino, with a mix of young, motivated technicians and experienced veterans. The episode concludes with a discussion on the future of electrification, including new technologies and their potential impact on the HVAC industry.
In this episode of Going With the Flow, host Lucas Cellino sits down with HVAC Project Manager Tyler Fleck to discuss his unique journey within Cellino Plumbing Heating & Cooling, starting as a plumbing apprentice and transitioning to HVAC. Tyler shares insights into his career progression, the importance of customer education in HVAC sales, and how staying open-minded and patient helps in finding the right solutions for each customer. He also delves into the changing HVAC landscape, including the growing popularity of heat pumps and available rebates, providing valuable advice for both customers and industry professionals.
In this episode of Going With the Flow, Tyler and Lucas discuss the challenges of answering the common question about furnace replacement costs, noting how different options and home requirements make it difficult to provide a simple answer. They highlight a case where a customer replaced their furnace with a cold climate heat pump, benefiting from substantial rebates and improved zoning for heating and cooling. The episode also addresses concerns about heat pump performance in cold weather, explaining how hybrid systems offer a combination of heat pump and furnace to optimize efficiency and comfort, with various financing options available.
In this episode of Going With the Flow, Tyler and Lucas dive into solutions for homeowners with boilers who also want cooling. Tyler explains how, for these historic Buffalo homes, adding cooling without disrupting the structure is key. He discusses the use of wall-mounted units, floor-mounted units, and ceiling cassettes to achieve efficient zoning and comfort. Tyler also emphasizes the importance of finding rebates to save customers money, sharing an example where additional units were added to a system, making the customer eligible for substantial rebates. The conversation highlights the value of proactive service, with Tyler recommending homeowners explore their options before a system fails to avoid stressful last-minute decisions. Finally, they reflect on the supportive, family-like environment at Cellino Plumbing and HVAC, underscoring the importance of teamwork and continuous learning.
(Technician Restock Only- No Customer Stop-ins)
142 Van Rensselaer St
Buffalo, NY 14210
Call 716-822-7551
(Technician Restock Only- No Customer Stop-ins)
4465 Lake Shore Rd
Hamburg, NY 14075
Call 716-257-8883
(Headquarters)
631 Bullis Rd
Elma, NY 14059
Call 716-216-3003
(Technician Restock Only - No Customer Stop-ins)
594 Sheridan Dr
Tonawanda, NY 14150
Call 716-201-0177
(Inside The Mall)
3701 McKinley Pkwy
Suite 825, Buffalo, NY 14219
Call 716-631-1300
