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Editor’s Note: This article is sponsored content produced by the Journal-World’s advertising department. Businesses who received a top three award in the Best of Lawrence competition are eligible to participate in the Best of Lawrence Spotlight Series program, which includes a question-and-answer profile. Look for future profiles in the print and online editions of the Journal-World.
Congratulations on being voted the “Best of Lawrence”! How does it feel to receive this recognition from the community?
We feel greatly honored, surprised and overwhelmed to win first place in this year’s Best of Lawrence.
What do you believe sets your business apart?
We place a great deal of value on our customers and work hard to build lasting relationships with them. Our goal is to have repeat customers that we’ll continue to serve for the next 30 years. Many of our customers become like family to us; we get to know their kids, their pets, and the unique details of their homes. Often, by the time we receive a call, we already have a good idea of what we’re walking into. Building these strong, lasting relationships with our customers is incredibly important to us.
Can you provide a brief overview of your business’s history?
Durino Plumbing started in 2021. I’ve (owner, John Durino) been a plumber for 20 years. I previously worked for another company out of Topeka and grew quite a clientele in Lawrence. I had a lot of people calling me personally and I had made a lot of great connections, so eventually it just seemed like the right time to start my own business. I wanted to be in control of my own future.
Could you share an example of how your business has embraced innovation to stay ahead of the curve?
We embrace new technology like tankless water heaters, heat pump water heaters and other things like that. Any kind of new technology that comes out, we’re not afraid to step in and give it a try and figure out how it could be integrated into somebody’s system to make it more effcient or save them money.
What advice would you give to aspiring entrepreneurs who are looking to create their own successful business?
It takes dedication and hard work. Repetition is the key to becoming a master at something, so it’s important to put in the work to master your skills.
The “Best of Lawrence” title often indicates a commitment to excellence in customer service. How do you ensure that every customer has a positive experience with your business?
I make a strong effort to engage with my clients. I’m not just there to quickly fix a toilet or stop a leak; I like to connect with them beyond the immediate task, discussing their interests and helping them feel comfortable with us in their home. Building these relationships is essential. Some of my clients have been with me for over 20 years–they trust me with their house keys and security codes, and they’re often not even home when I come by to take care of things. When they are home, we’ll sometimes chat for an extra 20 to 30 minutes. That relationship is what matters most to me. Helping people when they need it is a big part of why I do what I do. I love being able to come in, solve a problem, and make their lives a bit better, helping them feel more comfortable and happy.
What long term goals do you have for your business?
I would like to continue to grow my customer base and grow the business a little bit. I don’t want to have a huge company, I want to make sure to keep that personal feel – we want to be somebody you can call and know you’re getting a straight answer from.
