How should a painting company handle complaints about their work?


Professional painters Pittsburgh know at the start of every project the quality of their work will be judged. At each projects conclusion the customer will be suitably impressed or voice a complaint. This is know cause for concern if you look at minor grievances differently.

Let’s say painter one arrives to work on a hot day in July. After dealing with slow traffic he’s not in the best of moods. The telephone rings and the moment he answers the caller unleashes a series of firecrackers into his left ear. If he hasn’t been trained correctly there is the likelihood he may respond inappropriately.

But painter two is a seasoned pro. She knows getting the occasional complaint from a customer is a normal part of doing business. She knows maybe something was missed during the estimate phase. She lets the caller hear the smile in her voice. She says, no problem after letting the caller vent. In other words painter two listens politely. She then apologizes and lets the caller know the issue will be easily corrected.

The difference between the two is the second painter didn’t get her wattage up by making it personal. Painter two knows minor complaints are actually good. Why? They give painters the opportunity to serve their customers better. Hearing someone wasn’t satisfied is your chance to hone in on what’s most important to them. Knowing this gives you the opportunity to meet those expectations.

The outcome of each scenario depends on the individual painters’ professionalism. This goes back to the cornerstones of being in business. Number one is to listen, don’t interrupt. You’ve known this one since grade school. The customer is always right (even when they aren’t, right?). Don’t take complaints so personally.

The takeaway: Practice patience. Why? Because it will bring more money into your business.

Ethical Painting Company: Where’s the line?

pittsburgh painting company
So let’s say you’re a painting business.

You just got a call to get a quote to paint a house.

That someone is going to move-in in like two weeks.

You’re booked, but need the money so you say yes.

Now, you go to the house and look it over and come up with a fair estimate of what it will cost.

Then you tag on a “rush” service fee.

Here’s the ethical question: Is it a rush because they want it done in a week? Or, is it a rush because your booked up, but need the money?

It’s a pickle for sure, but one you really need to stop and consider.

The first thing you need to ask yourself, is would you charge this fee if you weren’t booked up?

Would you charge this fee if you weren’t hurting for cash?

If you answered no, then this is an ethics violation because you’re only doing this for this customer in this situation.

What about all of the other customers that didn’t get this rush painting fee?

If you set yourself up to be an ethical Pittsburgh house painting company it will shine through and you’ll benefit in the long run.

For example, not charging this cost will make you competitive in the market and increase your odds of getting the job.

Also, when that customer does a price comparison, they are going to see your price as higher than most other ethical contractors.

You’ll miss out on positive reviews and recommendations.

So you can see that ethics is not only about doing the right thing, it leads to better business decisions that are profitable in the long run.

Until next time, choose the right!