A Quality Assurance Program From Your Painters

Dan Mahaney is a franchise owner of a CertaPro Painters location, with many years of painting and contracting experience and expertise under his belt. He explains how a quality assurance program works with painting, and why it is so important for customer service.

Painting contractors have made over the image of a van of painters showing up to paint and leaving. Instead, painting is now full service, with all the answers and guidance for their customers from start to finish. From that initial call of inquiry to weeks after the job is done, painting contractors will answer any spontaneous questions or concerns, point you in the right direction, carefully plan all the work that needs to be done, supervise the job itself, and make sure you are always 100% happy with the job. Painting contractors realize that a painting job has such great permanence in your home or business. This is how your interior and/or exterior will look for years to come. It should last, look good for those years, and you as the customer should be happy with it for all of those years. So the process is more than just showing up to paint. You getting the look you want requires attention before and after the paint application itself. It means consultation before the job begins, and it means following up after the job has been completed.

A quality assurance program is the idea of following up with a customer after the job has been done to ensure satisfaction. How can that satisfaction be absolutely guaranteed without bias? By using a third party, neutral service to make the follow-up call a couple of weeks after the paint job has been applied. This service will ask the customer questions about the paint application, the customer service, the painters on the job, the quality of the job, and how the customer feels about the paint job now. When you think about it, a room’s paint application can look entirely different before and after it is filled with all the things that make it a room. Even an exterior settles into itself as the homeowner or business owner gets used to it. So, how does the customer feel now? The third party will then ask the customer questions to truly gauge the level of service, such as would they recommend the painting contractor to family and friends? How do they rank on a scale of one to 10?

The information is then passed back to the painting contractor for two main reasons: to make sure the customer just interviewed is happy, and that future customers will be happy. The painting company will take each and every review and comment into consideration, and use that information to continuously improve and improve to be the best there is in both painting and customer service. The reviews help the contractor learn how customers want to be handled and what they need. More specifically with each case, the painting contractor will follow up with the customer if there was even the slightest sign of a problem. The contractor is there to fix that problem. The job is not done until everyone is happy and the job is flawless, and a good painting contractor is willing to let the customer decide those terms. Even when a follow-up call has been made, and the contractor has done further follow up beyond that, and the job is fully complete, a customer can always feel free to contact the contractor with questions at any time. A paint job is a permanent product, and so the relationship between the customer and the painting contractor lasts as long as the paint does, and then some.