“We are unique as a female-dominant business in this segment. And I think Gary’s is a better business for it. We’re more organized, have a better eye for detail, can pick up faster on the cues from an upset customer. We have more natural emotional intelligence.” Angela Petitti, Vice President
Small Talk
Oxford, Conn.
Gary’s East Coast Service is a classic husband-and-wife enterprise. After working as a service manager for another firm, Gary Petitti decided to go into business for himself and set up shop in the family garage. “I wasn’t supposed to make this a full-time gig,” reminisces wife Angela, 30 years later. As vice president, she manages the business, which has grown to a staff of 20, including the couple’s three daughters and a son-in-law. Gary Petitti manages the service technicians who provide installation, maintenance and repair of cooking appliances for customers throughout Connecticut and into southwestern Massachusetts.
The company leans into its identity as a small business with big-time professionalism, touting its close customer relationships and its commitment to answering every phone call without a rollover to voicemail. But Angela Petitti concedes it can be tough for a small business to meet many of today’s challenges, especially those related to human resource management.
“There are so many state regulations that exist today with mandatory requirements,” Angela Petitti notes, adding that it’s also difficult to meet the expectations of staff who want benefits similar to those offered by large firms. “Our pockets just aren’t that deep. But we’ve always tried to offer flexibility for people seeking a better work/life balance.”
Staying current with partner and customer expectations around technology and innovation also proves challenging. “Cybersecurity — there’s a nightmare,” Angela Petitti shudders. “We only do what we can do, and if we have to pivot, we’ll pivot.”
One reason Gary’s East Coast joined the Commercial Food Equipment Service Association (CFESA) was to network with other small businesses that share their unique point of view. Angela currently serves as secretary on the CFESA board of directors.
The association’s training and master certification programs are particularly valuable for a small business. “The training is huge — I don’t have someone on staff to be a dedicated trainer, so to be able to send new technicians to a CFESA facility is just amazing. Plus, there’s the advantage of being able to market the fact that we have master-certified technicians on staff,” Angela Petitti notes.
But the days of small family businesses in the service agency segment may be numbered in the face of increasing acquisitions. Still, the Petittis aren’t biting. “We’ve received inquiries about whether we’re willing to consider selling, but right now, that’s a ‘no,’” Angela Petitti affirms, explaining that she has no interest in working elsewhere and isn’t ready to retire. “I still love doing what I love doing,” she says.
Ownership of the business remains fully in the hands of Gary and Angela; their daughters do not yet have a stake. “But I’m hoping Gary’s will be a legacy company that conveys from one generation to the next,” says Angela Petitti. Developing a specific succession plan isn’t on the agenda yet, “but it’s a conversation we have all the time.”
According to their mother, two of the Petitti daughters have aspirations for eventual leadership/ownership roles, while the third is likely to be content to continue as a “worker bee.” Meanwhile, all three are participating in training and mentoring toward an eventual transition to a new structure. “They are all cross-training in different areas of the business. I meet monthly with them, and we voice frustrations and identify solutions. Twice a year, we have a big family meeting to lay out goals for the future.” It’s a future where the family will continue to compete against the big guys by relying on their reputation for quality customer care and service.
