Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for plumbing companies that have earned the prestigious Diamond Certified award. For Savior Plumbing, Inc., achieving and maintaining high levels of customer satisfaction is dependent on two factors: superior craftsmanship and a personalized approach to doing business. “Quite simply, our customers feel safe when they’re working with us,” says President Tamara Cortez. “Our technicians are very efficient and personable, so each customer feels like their voice is being heard and they’re getting the best value for their money.”

Savior Plumbing has been providing plumbing services for residential and commercial clients throughout Contra Costa County since 2000. In addition to specializing in clearing and replacing sewer drains and water lines, the family-owned and operated company can fix plumbing fixtures; install garbage disposals, tankless and traditional water heaters, and water purification systems and sump pumps; detect and repair gas, water and sewer leaks; and more.

Unlike less experienced plumbing companies that take a “one size fits all” approach to every job and let the quality of their work suffer as a result, Savior Plumbing believes in providing highly personalized service from the moment a customer calls until the completion of their project. “Having a plumbing problem can be stressful for a lot of people, so we always let our customers know we’re going to take care of them and assure them that they won’t pay more money than they should,” says Mrs. Cortez. “We strive to change the reputation of the plumbing industry with every job.”

To further differentiate itself from its competition, Savior Plumbing eschews the job-by-job approach of most plumbers in favor of developing long-lasting relationships with its customers. “Obviously we’re interested in new customers, but we really want to establish a relationship of trust with each client so they continually call us whenever they have a plumbing need,” explains Mrs. Cortez. “Our goal is to be each customer’s plumber for life.”

If you have an older home, make sure you keep track of the effectiveness of its piping. Every home needs to have its pipes replaced at some point, but pipe replacement is even more important for older homes that are in further states of deterioration. “Pipes don’t last forever, so finding a good plumber who can help you determine when you’ll need re-piping services can save you a lot of time and money in the long run,” says Tamara Cortez, president of Savior Plumbing, Inc. in Pleasanton. “One of the biggest concerns for older homes is the main water service that runs into the house. Many homes in the Bay Area were built in the ’60s, ’70s and ’80s, so a lot of ‘house to curb’ services are starting to deteriorate today. If you have an older home, you should hire a certified plumber to conduct a video inspection of the lines that run to the curb to determine if there are any problems.”

According to Mrs. Cortez, the first indications of a serious water main problem are often perceived by homeowners as minor annoyances, such as low water flow. “If your water flow has dropped and cleaning the aerators doesn’t help, that often indicates a problem with the water main,” she says. “In that case, a professional video inspection can help determine the exact problem.”

Many Bay Area homeowners are becoming more aware of their water usage and the need for household water efficiency—both in terms of environmental responsibility and financial stability. “These days, plumbing isn’t just about fixing leaky pipes, clearing sewers and installing water heaters—people want to be advised how to do the best for both their utility bills and the environment,” says Mrs. Cortez. “Low-flow fixtures can help you limit your water usage, and there are efficient ways to use less gas as well. When looking for a plumber, make sure you find one you trust to help you make the right decisions about these things.”

Q: How soon can you get here?

A: That depends on the nature of the work. We prioritize our services based on the severity of the problem, so a flooding house will take priority over upgrading some fixtures. Regardless, we always try to give a two-hour window for our arrival.

Q: Can you diagnose a plumbing problem over the phone?

A: We can usually offer diagnoses over the phone, but sometimes we need to actually see the problem before we can accurately diagnose it. Occasionally, we won’t be able to solve the problem, but we can usually determine that over the phone and recommend a contractor that can handle that type of work.

Q: How much will it cost to fix my plumbing problem?

A: We’ll discuss pricing with you after we determine the nature and extent of the problem.

Q: Will my job require multiple service calls?

A: Probably not. Ninety percent of the time, our plumbers have all the necessary parts to do the job right the first time.

Q: Are you qualified to work on tankless water heaters?

A: Not only are we qualified to work on tankless water heaters, we’re certified to install and service the two biggest brands (Takagi and Rinnai). Our training and certification is important—we’re often called to clean up and correct installations that were performed incorrectly by untrained, non-certified plumbers.