Delivering an Extraordinary Experience with Every Painting Project
Spring has become that favorite time of the year when so many of us make plans to update our home or business. The experts agree that there is not a faster or more cost-effective way to update your interior and exterior surfaces than painting. With a virtually unlimited palette of colors and finishes to select from, you’ll no doubt discover those just-so-perfect colors for your every mood and space, magically transforming your home and business.
The success of every painting project depends entirely on your selection of a qualified painting contractor ahead of your selection of a paint brand, paint type, and colors. So just how should you go about selecting the right painting contractor?
In this issue of Everything Knoxville, we are excited to share with our readers this interview with CertaPro Painters of East Tennessee’s Jim Mazrimas (Residential Sales Associate), Salomon Velasquez (Job Site Supervisor), and Liz Kaleida (customer). CertaPro Painters of East Tennessee is the proud recipient of numerous awards and honors for their expertise in the fields of both residential and commercial painting during the last 16 years, including 2018 National Franchise of the Year. They continue to earn a reputation for honesty, integrity, value, and quality craftsmanship.
EK: How did you hear about CertaPro originally, and what motivated you to make the call for an estimate?
Liz: We got several estimates with references, but we just weren’t sure about hiring one of those painting contractors. Then we got a mailing from CertaPro. It was perfect timing. Usually we would consider those ads junk mail. This ad was a gem. We were happy we called. We HIGHLY recommend CertaPro and every member of this team.
EK: How do you make each estimate experience personal for your customers?
Jim: On the sales side, we try to connect with our customers even before we meet them in person. We do a setup call prior to the estimate to confirm the appointment time and to discuss the scope of work for their home improvement project. We attempt to get to know our customer personally and not just talk paint. We continue to build this relationship once we meet in person for the estimate. We want our customers to know that we are here for them and that we really care about their individual projects. We like to think that we are painting lives, not just homes.
EK: Describe the CertaPro Painters process and how this process differentiates from other contractors/home improvement specialists you’ve hired.
Liz: Jim came to our home to give us an estimate. We pointed out repairs that needed to be made, and we were pleased that CertaPro would be able to handle those. Jim went over the process and his plan to send sufficient staff so the work could be finished in a reasonable time. CertaPro recommends Sherwin-Williams paint. We had a preference for another brand, and Jim accommodated us without any pressure. CertaPro didn’t require a deposit and applied a discount for having the work done in the winter. Jim was very friendly and professional.
EK: You advertise that you “don’t paint houses, you paint lives.” How does that look from a painter’s prospective?
Salomon: Having clean shoes, leaving the home cleaner than when we arrived, offering to change light bulbs, or rearrange furniture. We’re happy when a customer loves the work. We also make sure we put things back in the same place and communicate with the customer every day and let them know what progress has been made.
EK: Did CertaPro Painters deliver on the promises that were made during the estimate?
Liz: Absolutely. We had our entire home painted, including ceilings and closets, and it was completed in a week. Jim said we would be pleased with the staff he sent. We liked Salomon, Luis, Alexis, Stephanie, and Felix so much that we were sorry to see them leave. English is a second language for some of them, and they were patient while we practiced our Spanish. We had no problems communicating. They are skilled painters and carpenters (as needed). They took great care with the trim and furniture, moving and protecting other surfaces.
EK: Poor communication is often cited as the number one complaint of both home and business owners when hiring a contractor. How do you communicate with your customers to overcome a challenge?
Jim: All of us at CertaPro Painters recognize that communication is key to a successful and long-lasting relationship with our customers. We have multiple levels of contact with our customers, starting with the office staff, to the sales team, and on through the production team. We try to ensure that our customer is fully aware of our process and what they can expect once the painting crew arrives. This communication continues with follow-up after the project is completed to be sure we have met or exceeded their expectations. Our main goal is building customers for life as we provide them with an extraordinary painting experience.
EK: How did CertaPro handle any potential issues that came up during the job?
Liz: We had done some remodeling since Jim gave his estimate. This required extra repairs. I let him know in advance, and he assured me they would be able to handle it. Additional charges for this work were reasonable. It was also necessary to put a third coat on one section of wall, where you could see the cutting in underneath – hatband effect. CertaPro paid for the additional gallon of paint, and I was pleased that Andy, the supervisor, readily agreed to the need for an additional coat.
EK: What makes CertaPro different than other companies you have worked with?
Salomon: They are more professional, a true partnership, and service managers come around and help. It makes you feel like a family.
EK: Tell our readers about the other services CertaPro Painters offers their customers.
Jim: We feel CertaPro stands out from the competition with the additional expert services we provide. Besides interior and exterior painting for residential and commercial customers, we provide all levels of drywall, carpentry, and remodel work as we strive to become your “one-stop shop.”
EK: How can our readers learn more about CertaPro Painters of East Tennessee?
Jim: You can call us at 865-470-0001 or visit us online at www.east-tennessee.certapro.com.
CertaPro Painters of East Tennessee