R&R: Where are you based and how long has the company been in business?
Frank Bacchetta: We are based out of Eatontown New Jersey; Total Comfort Group has been in business since 2008.
R&R: What is your title and how long have you been with the company?
Bacchetta: Frank Bacchetta, president and CEO. I am a co-founder and have been here since inception (2008).
R&R: What trades/services do you offer retailers and restaurants?
Bacchetta: The trades that we offer are electrical, HVAC, plumbing, refrigeration and facilities management.
R&R: In what regions of the country do you conduct most of your business, or are you nationwide?
Bacchetta: We perform services nationwide for our clients. We self-perform in the following regions: Northeast, Mid-Atlantic, Midwest and Texas. We currently self-perform in 17 states and continue to expand as customer demand requires.
R&R: What makes your company’s “signature service” stand out in the industry?
Bacchetta: Our process that is driven by transparency is the cornerstone of business. We leverage our technology to provide photos, videos and on-site virtual meetings with unparalleled access to our technicians. Our trade specialists are skilled tradesmen and women who have worked and continue to work in the field on a daily basis. With the benefit of boots on the ground, we are able to give you an unbiased unique perspective of conditions and technical support. We not only talk the talk, but walk the walk on a regular basis.
R&R: Name some highlights and successes from 2018 you’re proud of, and your plans to continue or grow that success in 2019.
Bacchetta: In 2018 we moved into our new corporate headquarters. We built a state-of-the-art training facility for our technicians and customers. We significantly upgraded our technology infrastructure to allow for secure dedicated access of our platform.
In 2019 we will be opening satellite offices in Texas and Ohio to support our growth in the South and Midwest. We have committed to hiring an additional 25 self-performing technicians and adding four more factory commissioning teams. We will be launching an enhancement to our TMS360 Platform to include improved service metrics and customizable BI.
R&R: What kind of feedback do you receive from clients?
Bacchetta: The insight and documentation we bring to the table with photos, videos and virtual site meetings, along with technical support provided, are unmatched in our space. Clients enjoy the flexibility we bring to the table. With a national footprint and our multi-trade services we offer, there’s not much we can’t handle.
R&R: Why should owner/operators choose your company to be their next vendor partner?
Bacchetta: My philosophy is partnerships cannot be solely transactional. As an owner, operator or facility manager, you want to partner with a company that needs you just as much as you need them. If the relationship is numbers based or just another round of an RFP (race to the bottom), all vendors will fail to meet expectations.
Services between vendors all vary, but are mostly the same. It’s how the vendor rebounds from its failures while looking out for your best interests. A clear understanding of expectations is key along with building a rock-solid relationship.
We have built a company that prides itself on doing the right thing for our clients. Our team consistently looks for ways to minimize costs and bring value to our relationships. It’s our responsibility from inception to completion that requests are managed correctly and that the job gets done.
R&R: How many retail/restaurant clients do you have, and is that sector growing for you?
Bacchetta: We currently service 30 clients with over 12,000 locations. We have seen significant growth in the retail sector over the past 12 months.
Some of our clients include:
- Dollar General
- TJX Companies
- Hennes & Mauritz AB
- York National Accounts /Johnson Controls
- At Home
- Hibbett Sports
- Ollie’s Bargain Brands
- Mission BBQ
- Darden Restaurants
- Red Lobster
R&R: What trends are you seeing in the industry, and how do you predict 2019 to shape up?
Bacchetta: We are seeing a significant and focused shift to self-performing partners, where available, in all trades. Continued consolidation of third-party providers and software platforms. A renewed focus on HVAC start-up and commissioning on newly installed equipment.
We have a great outlook for 2019, we will see substantial and continued growth. Additional territories and services will be added throughout the year, along with an increase in our startup and commissioning services.
— This article originally appeared in the December 2018/January 2019 “Signature Vendor Spotlight” issue of Retail & Restaurant Facility Business magazine. For more information on upcoming “Signature Vendor Spotlight” opportunities, please email Associate Publisher Scott Royal at [email protected] or call 404-832-8262.