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 Absolute Plumbing and Drain, the best way to keep customers satisfied is to take an honest, informative approach to their jobs. “We lay out all of the information before our customers make any decisions,” says owner Rod Tehrani. “They really like that type of honesty. We just want our customers to be informed—most of the time, our work is concealed underground or inside walls, so we believe they deserve to have as much information as we can give them.”

Absolute Plumbing and Drain has been providing plumbing services for residential and commercial clients in Contra Costa County, Solano County, and parts of Alameda County since 2002. The company has the in-house capabilities to install and repair everything from sewer and gas lines to fixtures and water heaters.

In contrast to many of its competitors, Absolute Plumbing and Drain appreciates the challenges of atypical jobs. “We really like troubleshooting,” affirms Mr. Tehrani. “Finding solutions to complex problems keeps us fresh and engaged with our work. We always say, ‘Leave the hard jobs for us.’ We’ll crawl underneath a house to solve a problem that three other companies weren’t able to fix.”

Another distinguishing attribute of Absolute Plumbing and Drain is its refusal to engage in high-pressure sales tactics. “We aren’t in business to compete, and our employees are never pressured to sell products or services to get ahead,” explains Mr. Tehrani. “That might not be a popular business model, but we’re proud of it. We use quality parts, choose materials made in the United States whenever possible and treat our customers like family.”

When it comes to hiring a plumbing company, it’s smart to shop for quality and value.

Many people who have problems with their faucets or toilets are tempted to call a plumbing company that offers the lowest bid, but experts say you won’t do yourself any favors by blindly choosing the cheapest plumber. In fact, according to Rod Tehrani, owner of Absolute Plumbing and Drain in Concord, the most important thing homeowners should know about the plumbing industry has to do with cost. “You shouldn’t go with the cheapest plumber because you’re going to pay for it later,” he says.

But that doesn’t mean you need to go with the most expensive company, either. According to Mr. Tehrani, it all comes down to finding the right fit for your job. “If you want to replace a fixture and have the time, you can educate yourself and choose the right person for your project.”

Mr. Tehrani says that’s particularly important for avoiding fly-by-night companies that bring employees into the area from other towns, stay in cheap hotels for a few days or weeks, and make money by doing a lot of cut-rate jobs before moving on to another area. While their rates may seem unbeatable and they don’t advertise the fact that they’re not local, consumers who choose to hire these companies can find themselves stuck when their jobs fail or they need to make warranty claims. Not only that, they have to hire another plumber to fix the job, effectively paying for it twice. And if the work wasn’t up to code, they could be liable for repairs or replacements if they try to sell their homes.

Instead, Mr. Tehrani recommends doing some research about your plumbing needs by calling local city or county agencies for information. “Those inspectors have tons of knowledge, and they hear stories every day,” he shares. “They’re some of the best people to call for advice. They can’t refer you to a company, but they can educate you regarding your situation.”

Q: What kinds of pipe fittings do you use?
A: We use technology that’s new to the United States. It has been used in Europe for decades, but we’re one of the first companies in the Bay Area to use it. Instead of using heat and soldering the parts, we utilize a system that uses more than 4,000 PSI to press the fitting over the pipe.

Q: What materials and products do you use?
A: We always try to use quality products that are made in the United States. If we can’t find the part we need from an American supplier, we use something from Germany or Canada. All of the fittings we use on our copper or PEX pipes are from Germany, and our pipes are made in the United States.

Q: Do I need a permit for my plumbing job?
A: Most replacement work is done with a permit. We’ll pull permits through the city or county for anything we replace or alter.

Q: Can you perform real estate plumbing inspections?
A: Yes. We’ll camera-inspect the sewer line and the storm drain line to verify the condition of the pipes. It’s an expensive repair or replacement, so people who are buying homes want to know if their pipes are in good condition.

Q: Can I trust your employees?
A: Absolutely. Our employees have all passed background checks, and they wear clean uniforms so you can identify them as employees of our company. Also, most of them go through training and classes every three months in order to be certified or improve their knowledge about new products on the market.

Q: Do you offer financing?
A: Yes, depending on the job. We work with three different banks, and some of them have low interest rates that can help customers get their problems fixed right away. There are different terms depending on your credit and the plan you choose, including three months with no interest; six months with no interest; and one-, five-, and seven-year plans. In many cases, it only takes 10 minutes to secure financing because our technicians carry iPads with software that lets them submit financing paperwork. As soon as it’s accepted, we can move forward with the job.