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Customer Service

Ideas and tips on how to improve customer service

How do you track your leads?

How do you track your leads?

By on January 21, 2012 in Customer Service, Daily Pick with 0 Comments

A painter who has mad computer skills?! One of the great thinks about having a variety of online friends is learning what other skills they have. Fellow Painting Contractor Patrick Miller has long been a contributor to a popular forum I frequent. He recently share an app he created with the members and I asked […]

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Sorting Through the Estimate Trap

Sorting Through the Estimate Trap

By on December 7, 2011 in Customer Service with 5 Comments

         “There is an endless amount of people willing to waste your time.” Unknown. As a paint contractor, performing estimates is as certain as buying paint, it is going to happen and its part of the job. When estimates are free, people have no qualms about asking you to come out. While estimates […]

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Lessons learned from a Customer Dispute

Lessons learned from a Customer Dispute

By on October 31, 2011 in Customer Service with 0 Comments

Nobody enjoys a dispute with a customer. However, no matter how diligent and conscientious you are, disputes will occasionally occur. While these situations can be stressful, they can also represent an opportunity to improve your business. I recently concluded a three-month dispute with a customer. I will spare you all of the gory details, but a brief summary of the […]

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Following Up on the Job you Didn’t Get

Following Up on the Job you Didn’t Get

By on October 16, 2011 in Customer Service with 7 Comments

Are you interested in closing more business? If the answer is yes, a good place to start is with the business you didn’t get. I am not suggesting that you should be going back to customers with revised pricing or asking for a second chance. But you should be doing a follow-up on every estimate […]

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Big Samples Make a Big Difference in Choosing Paint Colors

Big Samples Make a Big Difference in Choosing Paint Colors

By on August 24, 2011 in Customer Service, How we use Color. with 1 Comment

One of my favorite bloggers is Heidi Nyline of Warline Painting, she has a great writing style and is very knowledgable when it comes to color (or as my Canadian friends say, “colour”). She recently completed some color training in order to assist her customers better, maybe she’ll share some of her insights here in […]

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Tips on Hiring a Painting Contractor

Tips on Hiring a Painting Contractor

Ask for references. This is very important as it shows if their past clients were happy with the work performed, and the overall customer experience. Any professional painting contractor should be able to provide plenty of references. I would suggest getting and contacting at least three. Below are six examples of questions you should be prepared to ask […]

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What Does Quality Mean to You?

What Does Quality Mean to You?

By on June 28, 2011 in Customer Service with 1 Comment

            In 25 years as a contractor, I have yet to meet a contractor or a painter who didn’t claim to do quality work. But what does quality mean? Is, to paraphrase an old adage, one painter’s quality another painter’s junk? One definition of quality is: a distinguishing attribute. It could be argued that […]

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Customer Surveys

Customer Surveys

By on June 28, 2011 in Customer Service with 1 Comment

How many times have you had a customer tell you how much they loved the transformation of their home after you were done? Did you just smile,  pat yourself on the back and move on? Do you have a system for collecting customer satisfaction surveys? Do you have a well thought out survey asking specific […]

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Should You Show A Contractor Your Other Bids?

Should You Show A Contractor Your Other Bids?

By on June 25, 2011 in Customer Service with 4 Comments

Whenever my kids do something that inevitably leaves them in tears or me with a mess to clean up, I ask them a simple question, “Was that a good idea or a bad idea?”. The answer is generally “bad idea” and that little message hopefully gets stored in their memory bank for the next time. […]

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