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 R.P.S. Ribbs Premier Services Plumbing – Rooter, the key to keeping clients happy is simple: prioritize their satisfaction throughout every step of the plumbing process. “Plumbing problems can be stressful, so we understand the importance of coming to a customer’s home and quickly fixing the issue,” says General Manager Sara Anderson. “We really enjoy helping people get back to their normal lives.”

R.P.S. Ribbs Premier Services Plumbing – Rooter has been providing plumbing services for residential clients throughout the Peninsula and South Bay since 2017. The company has the in-house capabilities to take on a wide range of projects, from underground work like sewer line replacements to general jobs like fixture installations, and it also offers after-hours emergency services for the convenience of its customers.

Unlike less experienced plumbing companies that take a “hands-off” approach to communicating with their clientele, R.P.S. Ribbs Premier Services Plumbing – Rooter takes the time to explain its work from start to finish. “We’re honest and straightforward with our customers,” affirms Ms. Anderson. “We go the extra mile and spend time with them so we can better understand their needs. By making sure they thoroughly understand their options, we’re able to help them make the best decisions for their situations.”

R.P.S. Ribbs Premier Services Plumbing – Rooter further differentiates itself by taking good care of its employees and encouraging them to pass on that care to customers. “We treat our employees like family members, and that transfers to the way they treat our clients,” says Ms. Anderson. “If they’re happy at work and at home, they’re going to be happy when they’re out in the field.”

Look beyond the surface to find a quality plumbing company.

Most consumers know that it’s smart to only hire plumbing contractors that are licensed, insured and bonded. This protects them from unscrupulous companies that operate outside of the law and gives them a layer of protection and financial security if there’s a personnel accident or damage to their properties.

However, while all licensed and insured companies come with that level of assurance, not all companies operate on the same level when it comes to taking care of their customers. It may not cost you money or strand you with subpar work, but working with a plumbing contractor that doesn’t prioritize customer satisfaction can leave you frustrated and dealing with a mess.

“That’s why it’s also important to ask companies how they clean up after themselves,” advises Sara Anderson, general manager of R.P.S. Ribbs Premier Services Plumbing – Rooter in San Jose. “Plumbing isn’t a clean job, so it’s important to know what they’ll do if the work causes a mess. Are they going to clean it up for you?”

Ms. Anderson says the interior of your house shouldn’t be your only concern. “Will they clean up every mess they make? For example, if they’re replacing your sewer line, how are they treating your yard and sidewalk?” Contractors should be able to give you details about how they treat home exteriors if the work extends outside the walls of the home.

Safety should also be a factor in your decision. Plumbers trenching in yards or digging for pipe access can leave holes, and if the job is a multi-day project, that can leave your kids, pets and neighbors in danger. Ms. Anderson advises discussing that possibility as well. “Your contractor should make sure any holes are covered every day so no one can fall in,” she says. “When the job is complete, they should fill in the holes and cover them.” Some contractors will even replace sod or sprinkle grass seed over disturbed areas to return landscaping to its previous condition.

Q: How quickly can you start my plumbing project?
A: It depends on a few factors, but we’ll give you a two-hour service window and then call you 30 minutes before we get to your home. If we’re dealing with another emergency, we’ll get to you as quickly as possible after we handle that situation.

Q: Do you charge by the job or by the hour?
A: We charge by the job. We’ll tell you how much your job will cost ahead of time so you won’t be surprised by the final bill. Even if it takes us longer than expected, the price won’t go up.

Q: Can you give me a price over the phone?
A: It’s hard to give pricing over the phone because there are so many variables to plumbing work. In order to provide honest, accurate, upfront service, we need to do an onsite evaluation.

Q: How much training and knowledge do your technicians have?
A: Our technicians are very well-trained. We’re constantly helping them get better at their trade so they can do the best work for our clients.

Q: Do you offer discounts?
A: Yes, we offer a 5 percent discount to both senior citizens and members of the military.