Relationships, Responsiveness and Expertise 
Meet Service Department Managers Denny Mann and Robyn Duranleau 

Service Department Managers Denny Mann and Robyn Duranleau work tirelessly to provide support to our client’s mechanical systems.


Technical expertise and response time make our service department work. Denny Mann, our Vice President of service, will tell you it all starts with the relationship. “Most clients don’t know how good a welder a technician is. Ninety percent of the time clients don’t go up to the roof to inspect the work. What they remember is the personal interaction. Our technicians spend a few minutes talking with the client to build the rapport necessary to find the best solution.”

Robyn Duranleau, our Service Operations Manager, divides her time between overseeing day-to-day operations and supporting clients. She is just as keen as Denny on building strong personal relationships. When a client has a problem, Robyn sees it as an opportunity. “I like to set up a face-to-face meeting,” she says. “We talk about what is going on and work out a solution.” Robyn is very aware that the atmosphere our management creates for employees is passed in turn to our clients. “We treat techs as individuals,” Robyn observes. “They all have their lives. If they have a problem they come in and talk. If they are happy, it affects how they deal with clients.” Robyn’s view is the keystone of our operation.

Denny goes on to explain how we make sure we provide the right solution at the right time. “Almost all of our clients have maintenance contracts so we know their facilities and can prevent most failures before they happen. We keep our trucks within a limited area, so, we can get to any site quickly. For critical client sites, we monitor their indoor environment electronically and a technician is instantly dispatched by the monitoring system itself. Our service techs have radio contact with licensed HVAC and IAQ engineers and our suppliers. Our unions provide the best technical training available anywhere.”

Denny started out as a technician and he never lost that connection. As a leader he focuses on personal relationships. He has been known to spend his Saturday helping a technician repair his car. No wonder we have almost no employee turnover in the service department!

We extend ourselves in the same way to help out a client. Denny explains, “If we make two trips when we should have made one, we charge for one trip. If we make a mistake we correct it. For the Alameda Elks Lodge we cut a check for an excess electric bill because of our error.”

Relationships hold it together. Technical expertise and response time make it work. It’s a formula that holds true in good times and bad.

  Marina's Guardian Service Plan

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