Diamond Certified Articles

Do You Have a Great Plumber?

If you’re like me, you probably don’t think much about your home’s plumbing. Of course, the day the bathtub won’t drain or the toilet won’t flush, we’re reminded of just how dependent we are on free-flowing pipes. When the time comes to call in a professional, you’ll be relieved to have a great plumber programmed into your speed-dial. Although plumbing problems can be expensive and inconvenient, the right plumber will provide value for your money and make the repair process as painless as possible.

I’m often asked what you should look for in a plumber. Based on interviews with both customers and plumbers, I’ve developed a “great plumber” checklist. Clip it and use it the next time you need to hire a professional. Here are some further insights.

Responsiveness: After you realize you’ve dropped your wedding ring down the disposal, the last thing you want to hear when you call for help is a voicemail message. The best plumbers make sure you get a live person on the other end of the line.

While your problem may qualify as a true emergency, even a great plumber might not be able to drop what he’s doing to race over to your home. He should, however, be honest and accurate in predicting when he’ll be able to make it. A four-hour window is reasonable. My plumber actually gives me updates—“I just left my customer across town and should be at your place in 20 minutes”—so that I can make the most of my waiting time.

If he just can’t make it over the same day, a great plumber will give you other options— either the next available appointment, or a referral to someone who might be able to do the job sooner.

Credentials: All plumbers should be licensed, insured (workers compensation and liability insurance) and bonded. To find out if a contractor is licensed in California, check with the Contractors State License Board.

Of course, a license doesn’t make someone a great plumber any more than it makes someone a great driver. Experience counts, too. My friend has been using the same plumber for almost 15 years. I bet there’s not much that could happen to her plumbing that he hasn’t seen before.

Independent plumbers and those who work for chains can be equally qualified. Whichever you choose, understand that there are different types of plumbers— those who handle repairs and those who specialize in remodeling and new construction projects. As is the case with all service professionals, the best credentials are glowing references from people and organizations that you trust. If the plumber you call wasn’t referred to you personally, ask for references you can contact. Also check the Diamond Certified website for top-rated plumbers in all Bay Area counties.

Pricing: A great plumber is upfront about his prices and will put the estimated cost of the work in writing—either as a flat price for the whole job, or as an hourly rate and the estimated number of hours. Because plumbers sometimes charge a flat fee just to show up at your home, clarify whether or not it will be applied to the first hour of labor.

Expect a plumber to offer options that fit different budgets. Let’s say you want a new sink installed. A great plumber will offer a standard, premier and deluxe model and explain the differences in performance and warranties. (Always choose quality parts and materials— they may be more expensive upfront, but they’re cheaper in the long run.)

To avoid any miscommunication mid-job, ask what sorts of things could cause the actual price to exceed the estimate, and how these changes will be handled.

A plumbing project is rarely cheap, but you can still expect good value for your money: a quick response, a pleasant interaction, a job done efficiently and correctly, and excellent customer service.

Performance: As consumers, we expect the professional we hire to get the job done right the first time. Beyond that, how can you judge a plumber’s performance? According to one plumber I spoke with, great plumbers understand that plumbing is all about health and safety— keeping the customer safe from leaks and fumes and maintaining a neat job site, free of hazards.

Consumers, too, told me that neatness counts. In this area, I’ve been very satisfied with my own plumber—not only does he clean up carefully after the job, he wears protective booties while he’s in my home so that grease and dirt on his shoes doesn’t end up on my carpets.

Performance also includes communication. A plumber should explain what he’s doing and keep you apprised of problems he uncovers or changes in the scope of the job. So, while your plumber is working, don’t hover. But do stay within calling distance so he can give you updates and ask questions as they come up.

Customer service: The last time I had a plumber out, the office made a follow-up call on the same day to see how pleased I was with the service. And just a few days later I received a postcard from the owner thanking me for my business.

The plumbers I talked to told me that they, like my own great plumber, believe in 100% customer satisfaction and are willing to do whatever it takes—give a discount on work performed, make another visit at no charge, provide a refund—to keep their customers happy. They also back up warranties without argument.

Once you’ve found a great plumber, you may find that he’s very busy. When your job isn’t an emergency, be flexible. That makes you a great customer, and one that a great plumber will strive to satisfy.

A great plumber:

• Holds a current and active C36 contractor’s license with the State of California
• Maintains active liability and workers’ compensation insurance
• Answers your call, or returns your message promptly
• Has the experience and expertise to handle your
• particular plumbing issue
• Arrives as scheduled and gives updates if running late
• Explains the problem and solution in simple terms, and offers options
• Is clear about rates and service charges and provides a written estimate
• Comes prepared with the tools and parts needed to complete the repair (unless it is a major job that will require more than one visit)
• Communicates with you during the job if your decision is needed on any aspect of the work
• Cleans up after himself, leaving the area as it was before he started working
• Provides a detailed bill and can explain all charges
• Follows up after the job to see if everything is working well
• Offers a performance guarantee

Diamond Certified References:
Albert Naham Plumbing
Nak for Plumbing
Pacific Plumbing Systems
Rayne Plumbing
San Jose Plumbing