J&K Sales is entering its 45th year in business after being founded in 1981 by Karl Grabowski. Current owners Chris DeWitt and Jeff Young started at the agency in the mid-1990s, worked their way up and officially took ownership in 2020. J&K Sales operates a 28,000-square-foot warehouse and 4,500-square-foot training facility at its headquarters in Manchester, New Hampshire. In addition, the agency owns three live-fire training trailers and seven training vehicles, which help them cover their territory of Maine, New Hampshire, Vermont, Massachusetts, Connecticut and Rhode Island, top to bottom.

The 32-person rep firm is led by Chris DeWitt, Jeff Young, Brian Inserra, Kyle Lipkvich and Dan Dusseault, with whom we discussed the agency’s history, present and future, and how being members of AIM/R has enhanced their business.

Q: When did you join AIM/R and what or who motivated you to do so?

Chris DeWitt: Previous ownership became very involved with AIM/R in the mid-1980s before Jeff and I joined the agency. When we came on in the mid-1990s we were exposed to AIM/R and what it offered, and it didn’t take long for us to see the value. We have stayed involved ever since and, in many ways, it feels like we grew up with AIM/R. Like most rep firms we started small, and the resources and networking AIM/R provided helped us grow. Over that same period AIM/R has grown into a larger and stronger organization, so it feels like we have grown up together.

Q: What sets your agency apart?

Chris DeWitt: It’s simple, support. Many people think support starts after the sale but for our agency we understand and think support starts well before the sale and continues through the life cycle of the product. It’s from the initial introduction to after-market support and that’s where we think we separate ourselves from others.

Q: As a rep, how does your company define success?

Jeff Young: We define success by long term adoption not short-term wins. If a product is being specified correctly installed with confidence and supported years after its introduction that tells us, we have done our job. Achieving that often requires reinvesting back into the business, adding people, building, and utilizing in-house training and lab centers and committing resources like trucks, trailers, and mobile show vans. Those investments are intentional and measured because sustainable growth comes from commitment not shortcuts.

Q: What components of AIM/R have you valued and utilized?

Jeff Young: The peer network has been the biggest benefit. Being able to pick up the phone, send an email or text someone across the country who has already dealt with a similar issue and is willing to talk through it honestly is invaluable. That kind of real-world perspective shortens the learning curve helps avoid costly mistakes and leads to better decision making. Just as important, AIM/R has created an environment where we can also be that resource for others sharing our own experiences when someone else is facing a challenge we have already worked through. That access to experienced peers has become even more valuable as expectations on reps continue to rise.

Q: Is there anything you have taken away from recent AIM/R conferences & implemented within J&K Sales? 

Kyle Lipkvich: One big thing is efficiency and utilizing time effectively. We are currently working with vendors we met at AIM/R and are talking to other reps about AI and how we can use and implement it to increase the efficiency of our employees and systems. We understand and believe this is people business, so we want to use it smartly and not lose touch with distributors, engineers, and contractors.

Q: What are you the proudest of today?

Jeff Young: We took over the business at the end of 2020, right in the middle of COVID. Being able to grow through that period, rather than just survive it, was important. Just as meaningful has been adding good people to the team, strengthening internal structure, and building a foundation focused on long-term stability and scalability. Doing that during an uncertain period required discipline, patience, and a long view. Seeing the team grow alongside the business has been just as important as the growth itself.

Chris DeWitt: Our succession. Once we decided to go all in there was plenty of uncertainty. But we knew the only way forward was to grow and build momentum.

Q: What is one thing your company could not be successful without?

Chris DeWitt: Our people. We’ve built a great team across the organization and the culture that comes with it is a big part of our success.

Q: Has the traditional rep “job description” changed much since you have been at the helm- either contractually or just functionally?

Dan Dusseault: When I started at J&K about twelve or thirteen years ago, I was one of the original tech support guys and the role was more sales support back then. Over time that’s changed and today we’re true technical support. We work with contractors, distributors, and our own people every day making sure they understand the product, know how to work on it and are comfortable installing it. If someone says they can’t make it to training, we don’t stop there, we go to them and get it done.

Jeff Young: We used to just be the rep where you took orders and moved on. The technical side was limited. Today we are fully involved in the selling process. Manufacturers, wholesalers, and contractors all rely on us more, which makes this a full cycle role from start to finish.

Q: How do you see our industry and the rep’s place in it over the next 5 years, and what does J&K Sales look like?

Brian Inserra: The industry is always changing and evolving. I don’t think there is an unwillingness by anyone to learn but they are more overwhelmed. Technology has changed, products change, and the rep is more tied to the product and manufacturer identity and is the first line of defense. J&K has always excelled at adapting to adversity with changes and has always come out ahead by investing in people and technology. Being the expert on what we represent is crucial and comes down to fundamentals. We do what we say we will do regardless of any obstacle like a snowstorm in Maine when we have something scheduled. One thing that hasn’t changed is customers continue to recognize the value we provide and gravitate toward excellent customer support. 

Jessica Kolaitis, CPMR, is vice president of operations at Tim Morales & Associates and serves on the AIM/R board of directors.