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 Wade’s Inc., the key to keeping customers happy is simple: focus on providing them with first-rate service instead of pushing unnecessary sales. “David [Clark, partner] and I started this company because we were tired of seeing people get taken advantage of by companies that were all about the bottom line,” says owner Byron Wade. “Our customers recognized the difference right away because they saw we were truly interested in helping them.”

Wade’s Inc. provides a variety of plumbing services for residential and commercial clients in Santa Cruz and Santa Clara Counties. The company is qualified to work on everything from routine fixture maintenance and repairs to traditional and tankless water heater installations, and its technicians are available 24/7 to handle emergency situations.

Unlike less experienced plumbing companies that take a “one size fits all” approach to every job, Wade’s Inc. focuses on developing and maintaining personal relationships with its customers. “We prioritize each customer’s needs from the moment we pick up the phone until we leave their property,” says Mr. Wade. “Professionalism and clear communication are huge parts of everything that we do.”

Another distinguishing attribute of Wade’s Inc. is its company-wide dedication to quality control. “We take ‘before and after’ photos of every job and send them back to the office for review to make sure everything has been done correctly,” explains Mr. Wade. “On larger or more complex projects, we send a foreman to look over the work, and David and I will even visit the jobsite on occasion to make sure the customer doesn’t have any additional questions or needs.”

If you want high-quality plumbing services, you should be prepared to pay higher prices.
When a plumbing emergency arises or a large job is in the works, homeowners often grit their teeth while reviewing bids. That’s because the cost of plumbing repairs and installations can come as a shock to people who are expecting last year’s rates.

“A lot of homeowners don’t have their plumbing systems serviced for five or 10 years, so when they call a plumber, there ends up being a big money gap,” says Byron Wade, owner of Wade’s Inc. in Scotts Valley. “When you look at five years ago compared to today, there has been inflation and hourly wage rates have changed. Also, the cost of products has gone up, and that’s true across the entire service industry. Many people don’t expect that, so they’re often surprised when they see their plumbing estimates.”

Mr. Wade adds that homeowners may also expect lower rates because they aren’t aware of everything that plumbing work actually entails. “There’s a misunderstanding about how expensive and complex many plumbing jobs are,” he confirms. “While it’s true that the best plumbers can make it look easy, plumbing is a trade that requires a lot of education and experience, and that’s what you’re really paying for. In fact, you can actually save money by hiring a more expensive plumber because you won’t have to pay for return visits or future repairs.”

Mr. Wade says the best way to avoid hiring a cheap yet inexperienced plumber is to only look for licensed, insured, experienced professionals who have lots of positive reviews and references. “You should also carefully compare any bids you receive to make sure you understand exactly what a company is proposing. Hiring a company that does quality work and uses quality materials isn’t cheap, but it’s the right way to maintain the long-term efficiency of your plumbing system.”

Q: How long will I have to wait for an appointment?

A: It depends on how booked we are, but we’ll be able to tell you our schedule when you make the initial call. We also offer same-day service for emergencies.

Q: Are you willing to travel to remote areas?

A: Absolutely. There are lots of remote areas in Santa Cruz County, but we have a large coverage area so there’s a good chance we’ll travel to your residence.

Q: Do you provide septic services?

A: Yes. A lot of companies do either septic or plumbing, but we do both. We also have a pump truck, so we can provide septic pumping services.

Q: Can you install tankless water heaters?

A: Yes. We also install and service traditional water heaters.

Q: Is a tankless water heater a good option for my home?

A: It depends on your household’s specific water needs. Tankless water heaters provide on-demand hot water that never runs out, and they save space and energy because they don’t require huge tanks that have to stay filled with water.

Q: Why is plumbing work so expensive?

A: The cost of plumbing products has definitely changed. That’s true across the entire service industry, and many people don’t expect that, so they’re often surprised when they see their estimates. There’s also a misunderstanding about the complexity of many plumbing jobs. When you hire a quality plumber who does superior work and uses first-rate materials, it won’t be cheap, but the work will be done correctly. Going the cheaper route usually isn’t the right way to handle a plumbing problem.

Q: What’s Warmboard?

A: Warmboard is a radiant heating company that created an all-inclusive boiler that decreases energy usage, lowers energy bills and extends the life of mechanical equipment. It also integrates with solar and geothermal systems without additional hardware. It heats homes quickly and has an even surface temperature so it can be used under many types of flooring, from carpet to hardwood. Because it’s less complex than other radiant heating systems, the installation goes a lot faster, which saves even more money.