At 80 years old, Jim Cain is still the guy with the answers. Known as “Caino” by his fellow F.W. Webb co-workers and contractors alike, he has spent more than five decades behind the counter at F.W. Webb’s Watertown, Massachusetts branch helping PHCPPros solve their toughest plumbing puzzles. Whether it’s an obscure part, or a problem no one else can figure out, Cain has built a reputation for finding the solutions – even fielding questions from as far away as the U.K.

“A recent visit to the Watertown counter—Caino’s domain—saw no fewer than six questions resolved in short order, with Caino pointing trade professionals just like you to the right solutions,” said a recent Webb blog post celebrating Cain’s achievements

His encyclopedic knowledge and unshakable dedication recently earned him recognition in a front page story published in a recent Sunday edition of The Boston Globe. But for the plumbers, heating techs and contractors who rely on him daily, Cain has been a local legend for years.

What keeps him coming back to the will call desk every day? The same thing that’s always driven him: the satisfaction of helping others get the job done right.

PHCPPros: How did a guy from Perry, Oklahoma end up becoming a legend in New England plumbing supplies?

Cain: I ended up in Boston on a whim in 1969. After settling down, I made some really good friends here. I got a job with what became Watertown Supply, and it eventually became a part of F.W. Webb 10 years ago. Through it all, I just remembered what my dad once told me: Be the best at your job that you can be. And that’s what I did. 

I guess people have noticed. I’m very happy with the article in The Boston Globe. The recognition is gratifying. I never thought something like this would happen when I started out. It’s shocking for a kid from Oklahoma to get this kind of attention. 

PHCPPros: What’s the biggest plumbing mystery you’ve solved at the counter?

Cain: Here’s the most satisfying example: a customer came in with old basin cocks from the 1800s with side handles that leaked from the spout. I took the parts to the workbench and cleaned up the seats that were non-removable because they were part of the valve. About 25 to 30 years later, the same customer returned for something else and remembered I was the person who fixed her basin cocks. Doing that little job got us a customer for life.

PHCPPros: What keeps you coming back to work every day, even at 80?

Cain: The people. That goes for our customers and the people I work with. 

F.W. Webb is a great company. The people are nice, and Webb has done a lot for me. It’s the best job I’ve ever had and has been a satisfying experience. A lot of that has to do with the people here and the people we help every day. 

That gets to the most important thing: building customer relationships. People come back because we treat them right the first time. When we say “Every Customer Counts” and “We’ve Got It,” we’re talking about our attitude for helping people. I’ll always do my best to help them.  

PHCPPros: Have you trained any younger folks at Webb who you think could be the next Jim Cain?

Cain: Everyone I work with wants to help the customer, whether they are a homeowner or a plumbing contractor. Our main focus is on providing great service. It’s pretty simple, if we work hard for the customer, they will return because they trust us to find what they want and they appreciate our service. I have people tell me every day that I helped them find what they needed years ago, and they’ve been coming back ever since.

PHCPPros: Any plans to retire?

Cain: It’s hard to leave when people depend on me for what I do. I still enjoy it. I don’t know what I’d do if I didn’t have this, and I’d go crazy sitting at home all day. This job has been such a big part of my life that it’s hard to quit. 

PHCPPros: Outside of plumbing, what do you like to do for fun?

Cain: I like to golf—not very well, though.