It is a rare and rewarding phenomenon to stumble across a business that operates more like
a family. Johnson’s has called Norvelt, Pennsylvania home for over 70 years. Johnson’s has three businesses
operating under one roof: Johnson’s Ace Hardware, Johnson’s Heating and Cooling, and Johnson’s Gun Depot.
The employees work together to form genuine relationships with their
customers while providing the best quality service. As with most strong families, the company’s
growth and success can be attributed to its roots in outstanding core values. Although it may seem
impossible to sum up such a unique organization in just a few words, it is equally challenging to
deny the unmistakable standards upon which the business was founded. From 1951 to 2022,
Johnson’s has opened its doors to new people, products, and potential but has never forgotten its
foundational principles of service, integrity, and growth.
Johnson’s Experienced Employees
When you utilize any of the three businesses, you can rest assured that you are receiving
the best possible service. Each employee is a trained professional in their area of expertise. In
today’s day and age, finding qualified, experienced workers from three different fields in one
facility isn’t too common. The many years on the job have taught the employees lessons that only
experience can provide. Owner Rob Jorgenson explained, “Not only are our employees incredibly
skilled, but they care deeply for each other and for the customers. Their high work ethic fosters
productivity and success.”
Rather than allowing their knowledge to translate into arrogance, each employee equates
wisdom with humbleness and maturity. Judy Boors, Parts Manager at Johnson’s, has been on the
job for over 15 years. When asked how her experience has assisted her in her current position, she
expressed, “I know what my weaknesses are and my strengths, so I know when to ask for help.”
Experience doesn’t make an employee perfect; instead, it gives them the ability to see their limits.
As Judy noted, “You learn by trying something, and if it doesn’t work, you try something else.”
Lisa Cole, Dispatcher at Johnson’s for over 18 years, revealed how experience helps
individual employees and the company as a whole: “Beyond the years of experience, you learn the
nuances of the team you are working with. It makes you more productive, knowledgeable, and
proficient.” Rather than providing the customers with the quickest, easiest fix, the trained
employees deliver long-term solutions. Bob Wills has been a plumber at Johnson’s for nearly 20
years. He revealed, “Without knowledge of your job, you can’t possibly give the company a good
day’s work, the customer a quality solution, or the feeling of gratitude for the gifts you’ve been
given.”
Don Johnson, son of the company’s founder, has been a Johnson’s Heating salesman for 33
years. Decades of experience have revealed the difference Johnson’s makes in customers’ lives. “It
is paramount,” he described, “that employees are trained for this industry to ensure the safety of
the workers, our customers, and the company.” It requires a vast range of knowledge to safely and
effectively operate an HVAC company, gun depot, and hardware store. Johnson’s does not take
this responsibility lightly; instead, they uphold their standards to ensure caution and
accomplishment.
In addition to offering their own quality service, Johnson’s honors and remembers those
who have served our country. With six veterans on staff, Johnson’s understands the importance of
giving back to those who have given everything for us. The entirety of the profits from the gun
depot tee shirt sales is donated to the Defenders of Freedom. Additionally, a Paralyzed Veterans
of America collection box currently sits between the gun depot and hardware store. Anyone is
welcome to donate clothing, shoes, and household goods anytime.
Johnson’s customers are not just an important part of the company; they are everything.
Since its founding, Johnson’s has strived to put their customers first, always showing loyalty and
integrity. Whether a service technician is entering your home, or you are visiting one of their stores,
Johnson’s aims to make your experience worth your while. Customers are greeted with smiling
faces and helping hands, always ready to assist with whatever you need. Several customers have
been visiting the stores for years, and the employees know them by name. No matter how long you
have been a part of the Johnson’s family, you are a member nonetheless.
Johnson’s Community Involvement
One way that Johnson’s stays grounded is by remaining community minded. They
understand that the business is built on the foundation of the surrounding community, and they
make it their mission to reciprocate this support. Every customer that walks through the doors is
seen and valued. Cory Burke, manager of the hardware store, revealed, “Johnson’s is invested in
every customer that visits us. We go the extra mile, make the extra effort, and strongly believe in
our responsibility towards each customer. We take an interest in the lives of those we serve daily.
Our customers are also our friends and neighbors.”
Johnson’s is always open to supporting local organizations through sponsorships and
donations. On August 6th, they held a Summer Block Party to raise money for the Children’s
Miracle Network Hospitals. This event was also a way to give back to the community. The
hardware store and gun depot offered special sales, Kona Ice of Westmoreland sold snow cones,
New Story Coffee House donated air pots of coffee, and Moore Family Farm set up a produce
stand. Families came for the sales and stayed for the fun, playing Jumbo Connect 4, Jenga, and
carnival games. Free hotdogs were available fresh off the grill, and several hardware store items
were raffled off at the end of the day!
Johnson’s Products and Services
When looking for products, a customer usually has a choice: Am I looking for a store with
traditional or modern products? At Johnson’s, you can find the best of both worlds. We live in an
ever-changing world; however, not everyone welcomes this change with open arms. Johnsons
respects the appreciation of traditional services and goods while also fostering growth and
innovation. You will find a wide range of merchandise across the stores. The gun depot has sold
guns from the 1800s and some fresh off the shelf. Depending on your current needs, Johnson’s is
prepared to provide timely products in a timely manner.
The selection of products at Johnson’s is not the only thing changing for the better. The
company continues to take bold steps while working to reduce its carbon footprint. Johnson’s
Heating actively strives to reduce fuel usage by offering a wide variety of high-efficiency HVAC
systems. Trane equipment cuts electric consumption significantly by using electronically
commutated motors in their furnaces and outdoor units. Thanks to the efficient Mitsubishi systems,
Johnson’s also eliminates the use of fossil fuel backup heat.
Johnson’s is reducing waste in and out of the office. Service Titan, the new electronic job
management service, drastically cuts paper use and improves the quality of service. In addition to
saving the environment, the new system saves time and energy for the employees. Information is
automatically stored, rather than office personnel manually entering data and storing away papers
in filing cabinets.
The benefits of Service Titan extend to the customers as well. Technicians can now provide
estimates at the time of visit, and photos of the job are easily accessible. The program is integrated
with the business’s financial software, guaranteeing consistent pricing and helpful insight. A new
answering service is being implemented to better serve customers after-hours.
Wayne Unks, Controller at Johnson’s, explains the key to growth and improvement, “We
are developing standardized, consistent practices to improve our quality of service.” Technicians
and staff work in unison to take the necessary steps towards efficiency. The Johnson’s family
continues to grow as the door stays open to new faces and ideas. Perry Kozub, Service Manager,
expresses how Johnson’s is growing and changing for the better, “With the new leadership, owner
Rob Jorgenson’s vision is to take the business to the next level of excellence with technicians who
strive for customer satisfaction and installation teams striving to install quality equipment with
precision.”
End Note
After over 70 years, Johnson’s has found that a business doesn’t need to be perfect; it
simply needs to remain united. Their loyalty to their customers is undeniable, as it shines through
their actions. The company looks on the past with fondness and the future with anticipation,
remembering their roots while striving for an even better tomorrow. Rob Jorgenson explains the
ever-changing nature of operating a business, “We are in a constant state of learning and growing.
Our priority is the customers, and we will do everything in our power to expand to meet their
needs.” Service. Integrity. Growth. Three words to sum up three businesses with an infinite number
of possibilities.
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