“Painting is Personal”
This month Everything Knoxville is proud to feature local area entrepreneurs and husband and wife team, Jeff and Joann Brown. Owners of CertaPro Painters here in East Tennessee, Jeff and Joann offer both their residential and commercial painting customers an entirely unique experience and a level of craftsmanship and service you might have thought no longer existed in the painting and contracting marketplace.
Jeff and Joann provide each client the certainty of a job well done, backed up with one of the best reputations and warranties in the industry. CertaPro Painters offers their customers an unparalleled level of service that sets the standard for the rest of the industry. Their professional local team is available to answer all your questions and provide you with a detailed written proposal. Their on-site project managers oversee the job to make sure the customer’s expectations are met, and they then have an independent Quality Assurance team follow up with the customer to see how they would rate their experience. The CertaPro team is truly dedicated to a continuous improvement service process.
EK: CertaPro Painters offers an uncommon experience in both the residential and commercial painting marketplace. Why has this been so successful for you?
Jeff: We strive to operate with a simple business philosophy. Our core values as a company are:
- To always deliver what we promise, which to us means you will not be surprised. You can be assured that we will always deliver superior service that is on time and on budget.
- Respect the individual. We are a company with a culture of respect. Respect for our employees, respect for our community, and respect for you, our customers.
- Have pride in what you do. We are painting experts. To that point, we take personal pride in all of our work. We engage in a “pride walk” at the end of every job with our customers before any payments are due.
- Practice continuous improvement. We believe there is always room to improve how we paint your home or business, how we communicate with our customers, and how we build relationships. We work hard to ensure we carry out our values on every job, and our goal is to make it easy for our customers to do business with CertaPro.
EK: CertaPro Painters places significant emphasis on communication that seems to be lacking in your industry. Explain.
Joann: From the initial phone call, we strive to ensure we are available at a convenient time to perform our estimate, ensuring everyone in the decision process is available at the estimate. We walk the project with the customer and provide a detailed, written proposal on site. Further, we pledge to ensure we meet not only the painting detail, but the lifestyle arrangements as well. We have learned a lot throughout the years to ensure we ask the right questions to minimize inconvenience for our customers. Our communication is geared to make it easy on you! We feel people would do more work around their homes if it was easier to have contractors perform the work!
EK: Briefly explain how CertaPro differs from the common painting experience.
Jeff: We view our business as a service business first and foremost, and painting is our product. So, we emphasize continuous improvement on what we refer to as “Certa Basics.” Our basics focus on the fundamentals of excellent service. Our 11 Certa Basics are geared toward ensuring our painters, carpenters, and other craftsmen understand we are doing more than painting and contracting – we are focused on making the experience one where our customers say, “wow, that was a great experience!”
EK: CertaPro was recently honored with Angie’s List’s 2013 Super Service Award. Why is this recognition so important?
Joann: It is important because it is an independent confirmation of our success and a platform to learn how we can continue to improve our services. Angie’s List is the leader in third party information on how contractors are performing. The recognition validates our commitment to our services and allows us a source of information to practice continuous improvement!
EK: How do your clients benefit from having a project manager on-site at each project?
Jeff: Our process is to ensure we perform a pre-job walk at the start of every project. We attempt to have our salesperson, job site supervisor, and our customers review the project at the very start to ensure all parties are on the same page from the outset. We have had great success with this process. Then, our service manager visits jobs daily to ensure our processes are being followed, our product quality is excellent, and any customer concerns or questions are answered timely. So, we employ a job site supervisor on every job and a service manager to monitor overall product quality and customer satisfaction.
EK: Tell our readers about the CertaPro Painters’ warranty and your independent Quality Assurance team.
Joann: We offer a two-year written warranty on all residential projects, which is detailed on all of our proposals. In addition, we employ a third party service that calls or emails our customers requesting a response to a feedback survey. We are very proud to say that year in and year out, approximately 98% of our customers would refer us to their friends and family, and approximately 80+% scored us a perfect 10/10 on the overall survey!
EK: CertaPro Painters offers services beyond just residential and commercial painting. What are some of those services?
Jeff: As we have grown as a company during the last 11 years, we have added team members that are able to perform more than painting, so we have slowly and methodically added services as we had staff at all levels to estimate, plan, execute, and manage these services. We perform all the basic painting and related services to include drywall work, wallpaper installation/removal, texture coatings, staining, etc. Over time we expanded those services to include concrete staining, coating brick, painting cabinetry, and interior and exterior light carpentry. In the past few years, we have expanded services to include deck construction/rebuild, remodeling, tile work, and full-service interior and exterior carpentry.
EK: It would appear that your objective is to provide your customers with a broader selection of services and more of a turn-key, one source experience.
Joann: Yes, it is. Our vision has always been to expand our services related to normal home improvement tasks and become a one-stop shop for certain home improvement that fit our expertise. If it is a minor home improvement project, chances are we can do it!
EK: Existing and potential new clients have got to appreciate your website. They can obtain assistance in estimating a project’s cost, get help selecting colors, schedule service, read reviews, and much more. Just what has been their response?
Jeff: We have many clients that use our website for a great source of information and validation. We have hundreds of reviews on our site, a list of services, a gallery, and you can even schedule your free estimate online very easily. We recently have set up a mobile app as well. Check it out, and see how easy it can be to work with us!
EK: How can homeowners and commercial customers learn more about the CertaPro Painters difference or any ongoing specials you may be offering?
Joann: We are always looking for ways to ensure we provide more value to our clients and run different specials throughout the year. The best way to find out more about our services and your project is to call us for a no obligation, free estimate and consultation about your project. We have a well-trained commercial and residential sales and estimating team to assist our customers.
EK: In closing, is there anything else you would like to say to our readers?
Jeff: At CertaPro, we truly enjoy our commitment to making our projects easy on our customers with outstanding service, all at very competitive prices. We have grown our sales 11 straight years and improved our services each year as well. We are very proud of our outstanding team at CertaPro. We certainly are continuing to work hard to provide a valuable service to the community and hope you will give CertaPro the opportunity to quote your next project!
CertaPro Painters of Knoxville
3915 Papermill Drive
Knoxville, TN 37909