By Niandra Conrad, Home Hero News
Key Quote: “Success isn’t just about fixing pipes; it’s about building trust, educating clients, and transforming lives. Plumbing is the vessel, but service is the heart.” – Mark Vargas
———————————————————————-
In the heart of San Antonio, a plumbing service stands out not just for its technical expertise but for its unwavering commitment to customer education and satisfaction. At the helm is Mark Vargas, the dedicated owner of Silverback Plumbing & Drain. His journey from a frustrated technician to a successful business owner is as inspiring as it is instructive.
The Origin Story
Mark Vargas is the name behind Silverback Plumbing & Drain, a company that specializes in solving plumbing issues in existing structures. From leaky pipes to clogged toilets, Silverback is the go-to for many San Antonio residents. But Vargas’s expertise doesn’t stop there. The company also installs water purification systems, including UV light systems that kill bacteria in the water, ensuring that even in the event of a city-wide boil notice, the water in your home remains safe to drink.
Living in Texas you quickly learn the hard way about the state’s notoriously hard water. Vargas explained, “San Antonio has some of the hardest water in the United States, with levels ranging from 20 to 27 grains of hardness.” This hard water, sourced from the Edwards Aquifer, leaves significant lime deposits that not only clog faucets but also reduce the efficiency of soap and detergents.
The Impact of Hard Water
Vargas elaborates on the impact of hard water: “It’s not just about the faucets. Hard water affects your drainage system too. It doesn’t break down soaps properly, which leads to soap curd buildup inside the pipes.” This buildup can cause significant plumbing issues, often mistaken for grease clogs. Vargas’s solution? Water softeners and UV light systems that not only prevent these problems but also offer medical benefits for skin conditions like eczema and psoriasis.
A Commitment to Education
One of the cornerstones of Vargas’s business philosophy is education. “I need to make sure my clients understand what they’re buying and how it works,” he says. This commitment to transparency and customer education ensures that clients know exactly what they’re getting and how to use it effectively. His dedication extends to his team as well. Vargas is rigorous about training his technicians, emphasizing the importance of professionalism and thoroughness.
From Frustration to Fulfillment
Vargas’s journey to starting his own business was fueled by frustration with the industry standards. “I got tired of the way clients and technicians were treated by big-box companies,” he recalls. His breaking point came when a manager encouraged the team to “get every dollar” from customers, revealing a blatant disregard for genuine service. This prompted Vargas to take a stand, leading him to eventually establish Silverback Plumbing & Drain.
His approach to business is simple yet profound: “Put the service back in the industry.” This ethos has not only earned him a loyal customer base but also positioned his small team as formidable competitors to much larger companies. Remarkably, Silverback Plumbing & Drain has thrived without significant spending on marketing. “87% of our call volume is word of mouth,” Vargas proudly states.
Hiring and Training: A Unique Approach
When it comes to building his team, Vargas looks for blank slates rather than experienced professionals set in their ways. “I prefer hiring people who don’t know anything,” he says. This allows him to train them from the ground up, ensuring they adhere to his high standards of service and professionalism. His training emphasizes understanding the reasons behind the techniques, not just rote learning.
One of his technicians, who started as an apprentice knowing very little, is now a top performer thanks to Vargas’s mentorship. “I taught him everything, and he took off like a rocket,” Vargas shares. This success story underscores his belief in the importance of proper training and the potential it unlocks.
Looking Ahead: Goals and Ambitions
As Silverback Plumbing & Drain continues to grow, Vargas’s goals remain clear. “In the next six to twelve months, I want to be more well-known and make Silverback a household name,” he says. His strategy focuses on networking and personal interactions, building relationships that last. Vargas is actively involved in the community, constantly meeting new people and expanding his network.
He also emphasizes the importance of mental health and a positive mindset, both for himself and his team. “The mental status of us determines what it’s gonna be a month from now and what it’s gonna be five years from now,” he asserts. Vargas encourages his team to start each day with a strong affirmation, believing that a positive mindset is crucial for success.
A Passion for Plumbing
Unlike many in his industry, Vargas truly loves his job. “I love my job. There isn’t a day that I wake up and dread going to work,” he says. This passion is infectious, inspiring his team and earning the trust and loyalty of his clients. His dedication to his craft and his clients sets him apart in an industry often criticized for its lack of genuine service.
Mark Vargas’s journey demonstrates the transformative power of passion, dedication, and genuine service. By prioritizing customer education and honest relationships, he has built a thriving business that not only solves plumbing problems but also enhances the quality of life for his clients. His story is a powerful reminder that success in any industry comes from a commitment to excellence and a genuine love for the work.
