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GASTONIA, NC — You could say that GSM Services has had quite the past couple of years. Moving forward from an unspeakable tragedy in April 2021 when two employees were killed in a mass shooting, the company has navigated through a worldwide pandemic, with all of its moving parts. Joel and Steven Long, co-owners, have exhibited steadfast leadership throughout the ups and downs of running the company.
“The aftermath of April 7th for us was devastating in the short term, and we are still seeing issues with our people and teams because of that terrible day. Months later, as we evaluate the positive support we have received from all over the country, we are left with a better understanding of just how caring Americans can be when helping people who are suffering. It is amazing and we are grateful beyond words,” says Joel Long, who also serves as the current president of PHCC-National Association.
Day-to-day, there is much more good in this world than is understood, continues Joel Long, and all we need to look for it more and let ourselves see it. “I think I have mostly learned that finding the small wins each day is a wonderful way to overcome the major issues we have all faced this past year. Find the wins and stay positive,” says Joel Long.
The Foundation
Founded in 1927 as a metal and tin roofing company, GSM’s humble beginnings started with Joel and Steven’s grandfather, W. Fred Long, buying tools and a truck in the early 1940s. The company added residential heating in the 1950s and residential air conditioning services in the mid-1960s.
Fred Long passed away suddenly in the mid-1970s and Joel and Steven’s father, Ronald Long Sr., took over the business. “We were basically bankrupt in the mid-1970s and my mother came into the business and started running the financial aspects of the company so dad could focus on operations and day-to-day management. She is credited with saving the company,” says Joel Long.
GSM added commercial HVAC services in the early 1980s. Joel and Steven came into the company in the early 1990s after graduating with engineering degrees from North Carolina State. Steven took over the Residential Divisions and Joel took over the Commercial Divisions. “Both of us grew up working in the field with the company and have worked in all facets and levels of our business,” says Joel Long.
As far as working together professionally as brothers? “I am asked this all the time and we know we are blessed to trust each other to the level we do. In many ways we are opposites in our personalities, but our love for the company, our focus on how we want the company to operate, and how we want to treat co-workers and customers, we are 100% in alignment,” says Joel Long.
Navigating Uncertain Waters
The Long brothers talk about four things specifically that have helped define the company throughout these past couple of years. “First and foremost, we have attempted to stay focused on customer service with both our internal and external customers,” says Joel Long. “We base everything we do on our core values and we attempt to meet those values each day. This has been a massive struggle with all the outside noise between COVID, social unrest and general tension that is out there in our society, but we have really focused on building our teams and making sure our team members know we are here to help them win and our customers win,” says Joel Long.
Second, Joel and Steven have talked a lot with their team members about worrying and focusing on items that they can control, and not let the items that are out of their control dominate the focus. “For instance, we cannot control the CDC guidelines and the constant external political chatter about COVID. We can control our positive focus on our caring about our customers and coworkers and how we keep them safe,” says Joel Long.
“Third, I think we have really tried to listen a lot to how our people are seeing the reality of their stress and what is happening to their families. I am not sure we have had many good answers, but our teams know we are listening,” said Steven Long.
The Lifeblood
Joel and Steven both agree it’s the employees that make the company. “We build our teams from a lot of different paths and sources. These people have some pretty diverse backgrounds and we look for good people to see how they fit into our culture first. It takes so much partnership, work ethic and desire for success at all levels for a team like ours to be successful, and all of these people make massive contributions to our customers winning,” says Joel Long.
A unique approach to this year’s Contractor of the Year is hearing from some of these employees—employees that hold key position within the company. Of the 235 employees from seven divisions at the company, here are seven that were chosen to tell their story:
Scott Bradley— Division Leader—Commercial HVAC Division
Bradley came to Gastonia with a wife and small child looking for work to provide them with a home and was given an opportunity by the Long family. “I found myself in a place to grow and enjoy doing what was required to complete tasks, then small jobs into projects—working in all divisions in the ’70s and ’80s. The experience and exposure with co-workers created the perfect opportunity to lead projects, and men, as a project manager in the mid-’80s. As my years wind down in my professional life, I’m reminded of the accomplishments; I bring a wealth of knowledge and experience to share with all my co-workers. The unity given to me so many years ago has allowed me to raise a family in Gaston County and be a proud member of the GSM family,” says Bradley.
Alex Case—Commercial Service Technician
Case is an HVAC technician, and he is responsible for maintenance, repairs and service calls for GSM’s commercial sites in the Charlotte area. Case started as a maintenance apprentice and progressed to a service technician where his responsibilities include diagnosing and repairing systems for commercial clients. “I have been with the company for five years, and working for GSM has given me the educational opportunity to learn and expand my knowledge in the trade while I provide for my family. I am proud of how far I have come in the company, and I look forward to even more opportunities for professional growth,” says Case.
Adrian Garcia—Shop Fabricator
Working for GSM for approximately six years, Garcia works in the shop as a sheet metal fabricator. “My job consists of producing top quality ductwork for both residential and commercial services. Being as we are a production shop, we must meet the deadlines that are given to us. The quality of our work is what we strive for; if it doesn't meet our standards then it will not be on the jobsite,” says Garcia.
Being in this field has been a real game changer for Garcia. “Getting to be hands-on, and seeing that all of our hard work provides comfort to all of our customers, is what makes it worthwhile. The shop is a crucial part of GSM Services, and our team strives to do the best that we can day in and day out. I am proud to say that I work for this company, and I am proud to be a part of such a great team,” says Garcia.
Nygel Kendall— Assistant Project Manager—Commercial HVAC Division
Kendall’s high school invited recruiters for various career professions and he wasn’t interested in college at the time. GSM offered the opportunity to work as an administrator in the estimating department, and it was there he gained his love for construction at the age of
“The military taught me many things, but one trait that I will never lose is attention to detail. When it comes to construction, having very close attention to detail is very important. We live in a day and age where things move fast, and the little things can be missed. Mistakes can be mitigated by simply taking a step back and slowing down,” says Kendall.
As an assistant project manager, Kendall handles purchasing equipment, pulling material for the crews, project coordination with customers, and much more. “GSM has been home for me for more than six years now, and I couldn’t ask to work for a better group of leaders. GSM has a signature experience that sets us apart from many other companies, and that is with one simple concept, ‘Service Before Self.’ Our leaders have equipped us with a set of morals and ethics that makes this company remarkable,” says Kendall.
Sherry McKinney—Director of People and Culture
McKinney’s position is to take the lead on culture practices at GSM, and her job is to provide support in the areas of Performance Management, Employee Relations, Employee Engagement, Diversity & Inclusion, Policy and Procedure Development, and HR Compliance. “GSM is committed to its core values, which I believe is what makes GSM successful. The company is focused on creating a great place to work and providing career opportunities for all co-workers. Co-workers are treated like family and not just resources,” says McKinney.
Moving forward, McKinney would like to build on GSM’s current recruitment and hiring processes to attract quality diverse employees. “I also believe we can enhance current leadership training programs and practices to make GSM an even more equitable and inclusive workplace where employees feel valued and can be successful,” says McKinney.
Brandon Purdee—Commercial HVAC Division—BIM Coordination
Graduating with a degree in Mechanical Engineering Technology in 2019, Purdee’s first job was working with a Robotic Total Station—which is GSM’s new form of technology—on projects that lay out hangers for duct systems on jobsites. “I was asked to take ownership of the new equipment to make it happen. After gaining experience in the field and with the Total Station, I was brought into the office so that I could see how the shop drawings were created. After some time, I started producing shop drawings, using REVIT and working in the field at the same time,” says Purdee.
As a mechanical designer, Purdee creates shop drawings, works with duct fabrication, runs lead on BIM coordination jobs, and works with GCs on BIM projects. He has gone from laying out hangers to helping design the layouts of systems that GSM installs. “Working at GSM means that I am not just working on the theoretical, but on what will exist and be part of every building that we work on,” says Purdee.
Sam Vagnozzi— Director of Education & Learning
With 17 years under his belt, working with GSM has provided Vagnozzi with a great opportunity to create, build and direct its training and safety programs. GSM Services lives by the philosophy that “you are in charge of your career growth.” It has been rewarding to be able to see our people, especially entry level co-workers, grow their technical skills through the use of these programs.
“We have apprenticeship programs for both HVAC and roofing, which provide an incredible opportunity for entry level co-workers to quickly gain the knowledge and skills necessary to advance their skills from apprentice level to technician,” says Vagnozzi.
“Programs such as this through community colleges costs thousands of dollars. Apprenticeship through GSM will achieve the same result with zero cost to the apprentice. Beyond training opportunities in technical areas, GSM University exists to allow all co-workers to gain the skills necessary for any position,” says Vagnozzi.
The Last Key
Oh, and that fourth key to success? “Fourth and maybe most importantly, in December 2020, my brother and I realized we were very concerned about the disconnection that was going to take place in 2021 because we were not meeting in large groups with co-workers,” says Joel Long.
In the past, GSM conducted monthly in-person meetings with the entire company, and these stopped during the pandemic. The team decided it had to find a way to get its messaging out directly to its members in 2021, or they would face larger than normal issues.
“We felt we were getting out of touch with them,” says Joel Long. “We decided to start a leadership-focused series of Zoom meetings with our entire leadership team. We held these all year on the first and third Monday of the month and recorded the sessions so our people could either watch them live or view later. We picked four books to focus on in 2021 and laid out the entire year of meetings,” says Joel Long.
The four books were: The Dog Poop Initiative by Kirk Weisler; The Energy Bus by Jon Gordon; The Way of the Shepherd by Kevin Lehman and William Pentak; and The Power of a Positive Team by Jon Gordon. “We bought the books for all our leaders and distributed them a few weeks before each presentation. We believe this has helped us stay in touch during the pandemic and stay closer as leaders,” says Joel Long.
The Future
GSM Services will turn 100 years old in 2027 and the leadership team has spent a lot of time focusing on what it wants to be known for in that year: a company that provides the highest quality services and the “Best Place to Work in the Region.” “We believe that type of continuous focus will help us weather the current storms and keep our teams focused on constant improvements,” says Joel Long.
“Our industry is facing major changes, and the next three to five years will see many companies thrive, and others go away,” continues Long. “I believe the companies that embrace change and focus on building people will be the most successful going forward. This new generation wants to find a place to work that will help them make a difference socially, as they are performing work they see as important and exciting individually. The companies that can develop exciting careers for young people will be the most successful,” says Long.
To conclude, Joel Long wanted to share one last thought regarding the GSM community. “I grew up in our business and have always loved the people working with us. They get up every day with a mission to perform high-quality work, with high standards, and do it to make a better life for their families, and our customers. This past year has been another opportunity to witness how tough they are and can be. We also see how caring they are of each other and our community. I don’t believe GSM coworkers are unique in that, I just think that is what makes us Americans in many ways,” says Long.