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Customer Service

Ideas and tips on how to improve customer service

4 Strategies for Maximizing Word of Mouth Painting Referrals

4 Strategies for Maximizing Word of Mouth Painting Referrals

In the service industry, existing customers are your bread and butter and you need to make sure they have an amazing experience. Yes, you might get additional business from them for add-on work, but that’s not how they are most valuable. According to a Nielsen survey, people are FOUR TIMES more likely to buy when […]

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Be Fully Engaged in Managing Your Reputation

Be Fully Engaged in Managing Your Reputation

Yelp. Google Reviews. Angie’s List. Ugh. Doesn’t it seem like everybody always has something to complain about? Studies have shown that, unfortunately, people are more likely to write a review of a negative experience than a positive one. So even if only one out of twenty jobs leaves a customer feeling unsatisfied, you might find […]

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Angie’s List Reviews: More Important Than Ever

Angie’s List Reviews: More Important Than Ever

Angie’s List reviews are now visible to anyone and everyone. In March the site announced it would no longer require paid memberships to access their online business listings and reviews. While this announcement was met with little fanfare, the potential impact on residential and commercial painting contractors is huge. Here is why this matters to […]

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Where are your employees?

Where are your employees?

By on May 13, 2015 in Customer Service with 0 Comments

If you are a one man show, you probably have no problems being on time for estimates and jobs, and are able to communicate with clients if you are running behind. But for those running multiple jobs with several employees, often driving company vehicles, it can be difficult to keep track of everyone. The worst […]

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The Best Paint Products for Painting a House

The Best Paint Products for Painting a House

By on March 8, 2015 in Customer Service, Homeowner Resources with 16 Comments

When it comes to painting a house, the quality of the products used and their application can be the difference between a paint job that begins to crack and chip as soon as it’s done drying and one that can last decades. In fact, every step of the process of painting a house — the […]

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All Customers are Special

All Customers are Special

By on January 25, 2015 in Customer Service with 5 Comments

All of our customers are special Some customers may have needs that require some special attention. When they want painting and remodeling it’s our job to provide those services. At times it’s not clear they have special needs and in some cases they might not consider themselves to have any special needs. With all of […]

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Setting the Right Expectations

Setting the Right Expectations

By on January 25, 2015 in Customer Service with 10 Comments

We’ve all experienced it before: That feeling of being let down when things don’t go exactly as we’d planned. It’s the feeling that arises when nobody comes to your New Year’s Eve party, or when you lose a football game against the worst team in the district. Your clients may very well have gone through this disappointment […]

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Sherwin-Williams Takes Homeowner’s Pulse

Sherwin-Williams Takes Homeowner’s Pulse

By on April 7, 2014 in Customer Service with 4 Comments

What if you could know in advance what homeowners most wanted to hire you to paint for them? Would you plan your advertising program around it? Would you learn key design trends of those spaces to give yourself a leg up in an estimate? Thanks to Sherwin-Williams, paint contractors can have the inside scoop on […]

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How are you communicating with Customers?

How are you communicating with Customers?

By on March 19, 2014 in Customer Service with 4 Comments

It used to be a customer found us in the phone book, called and scheduled an appointment and from there on out everything was done verbally, whether in person or on the phones. These days, the availability of handheld technology has created an “on demand” type of mentality. We are all seemingly available 24/7 (I am not so sure that is a good thing!). How do we handle communication these days?

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Is Painting Like Leftovers in the Fridge?

Is Painting Like Leftovers in the Fridge?

Leftovers in the fridge are sometimes amongst the most coveted cuisine, especially when you are hungry and just need to eat. Cold pizza can be better than hot pizza. Same holds true for other delicacies. And here’s the large leap where I state that good contractors are to be coveted too. Residential repainting in particular […]

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Is the Customer Always Right?

Is the Customer Always Right?

By on June 15, 2013 in Customer Service with 4 Comments

“As a Painting Contractor, Is the Customer Always Right?”  The term the “customer is always right” was a slogan launched by the retail industry in the late 19th century. It’s intention was to make the customers “feel special.” I, like many others, have adopted this slogan into my business practices. But I must admit at times I […]

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What the J.D. Power Paint Study says about Our Industry

What the J.D. Power Paint Study says about Our Industry

The 2012 U.S. Interior Paint Satisfaction study conducted by J.D. Power and Associates came out in April. Benjamin Moore ranked highest in customer satisfaction, Sherwin Williams was second and Behr third. While we salute the manufacturers who scored well, we also have to peel back the layers of this onion and see if it brings any […]

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Big Paint Samples Put Big Smiles on Your Customer’s Face

Big Paint Samples Put Big Smiles on Your Customer’s Face

When it comes to choosing paint colors, most painters will simply hand their customer a fan deck. They don’t want to be involved in the process of choosing color because they don’t want to be blamed if the end result wasn’t what the customer envisioned. I get that. However, I think they are forgetting a […]

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Customer Problem? Pick up the Bleep’n Phone

Customer Problem? Pick up the Bleep’n Phone

By on March 4, 2012 in Customer Service with 4 Comments

The telephone isn’t going anywhere and for good reason. Nothing will ever be able to replace the effectiveness of an actual conversation. When it comes to solving your customer’s problems, being effective means picking up the phone and talking to your customer. I was just reminded again of how important it is to do this […]

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4 steps to avoiding the commodity price trap and succeed

By on March 3, 2012 in Customer Service with 0 Comments

The Commodity Price Trap Every business is a commodity business in the eyes of your prospective clients. As with any commodity ( take gasoline for example ) it’s all about price. In the new economy contractors need to understand that they must think and act differently to gain market share and create success. During the […]

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