Experience Award-Winning Results from Award-Winning Painters
Few home updating projects can transform your home’s interior and exterior surfaces faster and more cost effectively than painting. With literally thousands of colors to select from, you’re guaranteed to discover colors for your every mood, every space, and every project in your home or business.
While important, selecting a paint brand, paint type, and colors take a backseat to the selection of a painter. The entire outcome of your project rests on the selection of a painter. So how do you know if your choice of a painter is the right choice?
In this month’s issue of Everything Knoxville, we are excited to feature CertaPro Painters of East Tennessee. Delivering award-winning results to each of their residential and commercial customers, CertaPro is the proud recipient of numerous honors awarded annually among their 400+ peers nationally. It is our privilege to bring you this interview with local entrepreneurs, husband and wife team, and CertaPro Painters of East Tennessee founders and owners, Jeff and Joann Brown.
EK: First, congratulations on winning a total of five nominations and awards in 2016 for your expertise in the fields of residential and commercial painting. You have now won National Painting Company of the Year three of the last six years! We understand several of your management team members were also honored recently. Tell our readers just how they benefit from your achievements.
Jeff: As we celebrate 14 years since we started our business, it is very heartwarming to watch our team grow individually and earn regional and national awards. On one level, it is rewarding to watch our staff members grow, achieve goals, and flourish. The next level is knowing that when so many individual awards are earned, you know that it can only happen when our entire business functions well. The best part about achieving all those results is that we know we are meeting and exceeding our customers’ expectations through our service product. We call it hitting on all eight cylinders!
EK: CertaPro Painters embraces an entirely different philosophy as it relates to residential and commercial painting. You don’t paint houses – you paint homes. You don’t paint commercial businesses – you paint people’s livelihoods. Why is this approach not only unique, but also important to your customers?
Joann: From an interior perspective, color can add so much warmth to your home or business. We spend a lot of time in our homes and offices, and color can add so much comfort and personal expression. It is truly amazing to watch houses become homes by adding color to the interior of homes and businesses! Regarding exterior painting, it is mainly used to protect and beautify homes and businesses. It adds curb appeal and shows that people want to protect what typically is their largest investment. Homes and businesses typically need to be repainted every four to eight years to ensure proper protection, and we enjoy helping people do just that.
EK: You understand better than most that selecting a contractor can be a daunting task for home and business owners. Your nearly 98% customer retention rate is no doubt reassuring to your customers. But the fact that almost 60% of all your new clients come from existing customers’ referrals speaks volumes. What do you feel that prospective new customers should take away from these achievements?
Jeff: I think one of the big reasons home and business owners don’t engage in more improvement projects is because they don’t want the “hassle.” We work very hard to ensure that we are easy to do business with, and at completion, our customers say, “We got what we paid for, and they were in and out when they promised.” We think that if we do that, they will feel good about referring us and calling us again! Our customers typically describe us as professional, efficient, courteous, dependable, and excellent!
EK: You offer an uncommon yet totally comprehensive approach to painting that places customer communications at the forefront. Why is this so important?
Joann: We call this our Certainty Service System. We feel it is very important to have a written, coached, and reinforced process to ensure that we are consistent in meeting and exceeding our customers’ needs. We constantly train and follow up to ensure we continue to improve our process. Our goal is to deliver an extraordinary project every time.
EK: Your written estimates are likely the most detailed that clients can expect to receive. How important is that? Jeff: It is very important that we go to great lengths to provide and explain a detailed and written proposal for every project. We work hard to ensure there is little to no confusion on projects through our proposals. We review them at the time of the estimate and the start of the project to ensure that at completion, the home or business owner has no surprises on what is included, type of products, costs, etc.
EK: Tell us about the security that your painting clients experience with CertaPro Painters of East Tennessee.
Joann: We are the only painting company that we are aware of that has a written warranty with every project. Additionally, we have been in business for almost 15 years and have a physical office in Knoxville where, in addition to administrative activities, we also conduct routine team teaching and training. CertaPro Painters is fully licensed and insured. We attempt to cover every base to ensure that our customers feel secure when they choose CertaPro!
EK: In closing, is there anything else you would like to say to our readers?
Jeff: We are a full-service painting and home improvement company. We are very experienced in interior/exterior residential, commercial, industrial painting, and related services. We have a well-trained and professional team of painters and carpenters who have been with CertaPro for many years and are anxious to help with customer projects. We hope that if folks have a painting or improvement project, they will call us to consult and provide a free estimate!
CertaPro Painters of East Tennessee