Read this newsletter and prior issues at Diamond Certified Newsletter
A Standout Among Standouts
||Adam Garza, Vice President
San Jose Plumbing, Inc.
For years, customers have been raving about San Jose Plumbing, Inc., and we have the “thank you” notes to prove it. This month, I’m talking to Vice President Adam Garza to discover how he and his team keep their customer satisfaction levels so incredibly high.
Savvy Consumer (SC): Can you tell us about your approach to customer service and what’s unique about it?
Adam Garza (AG): Excellent customer service is what we strive for day in and day out. We believe it’s our job to thrill our customers and make sure they have unique, unorthodox experiences. It starts with how we answer the phone and extends to how we pull up in front of a customer’s home, present ourselves at the front door and bring in our equipment. It’s a complete team effort from the very beginning.
SC: When you said unorthodox, my ears perked up. Give us some examples.
AG: We make sure we always come prepared for any situation. If it’s a rainy day, we make sure our guys wear booties. We even have them carry extra shirts so they can be prepared if they need to change and look presentable before they get to the next jobsite. We always want our first contact with a customer to be a positive experience.
SC: What do you stress in client communication? What’s your secret?
AG: Communication is everything. It’s very important to listen to our customers’ needs, carry them out and follow through accordingly. That’s one thing I stress to all our service technicians and even to the people who answer the phone. Some service technicians may want to jump right into the job and get in and out, but it’s our job to build a personal relationship with each customer and ensure their job is completed as successfully as possible.
SC: One common complaint about plumbers is the inclusion of surprise fees. What do you do differently that makes your customers rarely complain about being surprised by the cost of your services?
AG: Again, communication is key. It’s also important to always have a handwritten estimate before we start any job, no matter how big or small. Sometimes in plumbing, you don’t know what you’re going to get until you start working, which can result in unpleasant surprises. When we come across those surprises, we stop what we’re doing, show the customer the issue and discuss their options. We don’t just say, “We ran into a problem, but we’ll work through it and deal with it at the end of the job when we collect the check.” We don’t want to surprise our customers at all. Also, our regular customers automatically get 10 percent off our hourly rate, and the same goes for senior citizens. I just think that’s good business.
SC: You get a lot of letters from happy customers who found you through Diamond Certified. Do you know what prompts them to rave about your services?
AG: I feel that if we’re truly trying to build a long-lasting business relationship with every customer, new and old, the letters will come naturally. I think they see our follow-through with each job, no matter how big or small. If we’re doing our job in the best possible way and always trying to improve how we approach our business, those letters will take care of themselves.
SC: I heard a saying recently that stuck with me: Is it better to be the best or do your best? What do you think?
AG: I think if you’re simply trying to do your best, the rest will follow. As a business owner, it’s important to not get complacent—you should always strive to do more than what you did yesterday. It’s not important to be the best. Rather, it’s important to do your personal best.
SC: What’s one thing you’d like customers to keep in mind when they’re preparing to call a plumber?
AG: To simply relax. We often deal with customers who are very stressed. Either they’ve already taken time out of their day to be at home to wait for us or they have a plumbing emergency that has possibly caused damage to their home. It’s our job to make sure our customers know we’re going to handle the situation and take good care of them.
SC: How does being Diamond Certified benefit your company?
AG: Diamond Certified has been tremendous for us. When I come to people’s homes, I see the Diamond Certified Directory in their kitchens. As a tool, it has helped our company become successful. When I tell people we’re Diamond Certified, there’s a real sense of pride there.
Have you had a standout experience with a Diamond Certified company? If so, we’d love to hear from you. Send your testimonials and complimentary letters to email@example.com.
|Diamond Certified Preferred Consumer Card
Have you signed up to become a Diamond Certified Preferred Consumer?
Membership is always free and comes with numerous benefits, including a special member hotline, members-only access to additional tools on diamondcertified.org, a double Diamond Certified Performance Guarantee and more. Join now by calling (800) 313-1009 or visiting www.diamondcertified.org/user/register.
Kudos from Diamond Certified Consumers
Dear Diamond Certified,
I chose R & P Garage Doors from your list of Diamond Certified businesses. It has proven that your certification means a lot. They were very professional and polite.
Thank you so much for your service.
M.E., Antioch, CA
Companies Recently Earning Diamond Certified
Contra Costa COUNTY
Easton Construction Group, Inc,
Antioch - (925) 338-1722
Frank’s Auto Service,
Walnut Creek - (925) 344-6763
H.W. Construction and Home Remodeling Inc.,
Walnut Creek - (925) 398-3556
No Bugs Pest Control,
Newhall - (661) 381-6590
Novato - (415) 830-8931
San Rafael - (415) 523-0025
Cal Auto Body,
Colma - (650) 273-5401
HTH Construction, Inc.,
San Francisco - (415) 830-8945
Industrial Auto Body Shop,
San Francisco - (415) 523-0015
International Sport Motors,
San Francisco - (415) 523-0016
Santa Clara county
Cary C Hover Construction Inc.,
San Jose - (408) 622-0468
The Tile & Grout King Inc.,
San Jose - (408) 622-0338
Westshore Roofing, Inc.,
San Jose - (408) 622-0450