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.