Every Project Begins and Ends with Customer Service

It is widely known that there is not a faster or more cost-effective way to update your interior and exterior surfaces than painting, and CertaPro Painters are the ones to call. With more than 17 years in Knoxville, an unblemished 2020 Better Business Bureau record, consistent paint crews – some painters have been with CertaPro for more than 10 years! – and reliable customer service, why go anywhere else?

After visiting CertaPro Painters of East Tennessee offices, one thing became very clear – the CertaPro team genuinely enjoy their jobs. Each feels they have an important contribution to make in the customer service chain. From initial client contact through the “Pride Walk” at the completion of every project, each employee is confident that CertaPro Painters is the best choice for all your painting needs.

Everything Knoxville spoke with president, Devin Taylor, and his team at CertaPro to find out what makes them stand out against their competition.

EK: What do you offer that other painting contractors might not?

Devin: We focus on our level of service and the experience our customers receive. There are many painters out there, but few are easy to do business with. We want to make our customers’ experience easy and hassle free. We do that by implementing processes for everything we do. This allows us to provide a consistent experience from project to project.

Andy Barton, Director of Residential Operations, along with Matt Riley, Director of Residential Sales, and Victoria Conover, Scheduling Coordinator, elaborate on this especially important issue.

Andy: I think it’s the overall attention to each job, regardless of how large or small it is. We say that we paint lives, not houses, and we work very hard to deliver on that to each and every homeowner we have the opportunity to work with. We put great emphasis on remembering that we are working on or in the largest investment most people will ever make. It’s not just caring about the paint we put on the walls, it’s valuing the emotions and memories our clients associate with their homes. 

Matt: It’s definitely our genuine concern for our customers’ needs. I really try to take the time to listen to customers, not just be an order taker, and present solutions that fit within their desired outcomes and budget.

Victoria: I interact with all of our Job Site Supervisors on a daily basis. These are some great, reliable guys that take so much pride in their work – many of them have been with us for years. There is a consistency of character that not all businesses can claim.

EK: What are some of the biggest benefits of choosing CertaPro?

Devin: The certainty of a job well done. At CertaPro, we have processes in place to ensure things go smoothly, and if for any reason we hit a road bump, we have management in place to address any concerns.

Carl Lemmon, CertaPro’s Residential Service Manager, and Kimble Manuel and Jacob Thurber, two of the residential sales associates, add:

Carl: Quality and service. Our painters and carpenters take extreme pride and ownership in their work. Our office team will always be there to answer your questions and guide you to the best decision possible. You will never be guessing on prices, what’s going on with your project, or when it will be done.

Kimble: As a reliable, trustworthy contractor, we know it is nerve-racking inviting people into your home, but you can trust CertaPro from beginning to end to get the job done right. We have been locally owned for 18 years and make sure that your project goes according to plan.

Jacob: We are the most referred company in Knoxville, and that speaks a lot to what we are providing our customers! Because we deliver exceptional experiences, people want to tell their family, friends, and coworkers. With multiple levels of management on each project, we fulfill our promises, and I think that means a lot to the Knoxville community.

EK: What do you like best about working at CertaPro?

Carl: I have an awesome team to support me in my role and really like helping people transform one of the most personal things in their life to something they have always wanted or dreamed of. It is a great feeling to be a part of that transformation and to bring happiness to someone through painting.

Matt: I love working with people. I get to meet 3-4 new families each day, learning about their lifestyles, work and what makes them go. Being able to help them accomplish a project, care-free, in their busy lives, just keeps me motivated daily.

Andy: This job is great because of the people. I have the opportunity to meet and get to know several hundred people each year. It is incredibly rewarding when we deliver on the promises made to every homeowner and to experience, with them, the joy of having a freshly painted and beautiful house. Our guys are great too, not just as painters, but as people. Most of them have been with us for several years, so we have been able to really get to know them and even their families. We believe in fostering a family atmosphere, and I love being a part of that.

Harry Puckett, Residential Service Manager, and Jim Mazrimas, Residential Sales Associate, also answered.

Harry: There is an obvious “family” environment here. Everyone that works at CertaPro understands that teamwork is essential to getting projects completed. There is a real sense of pride in doing their jobs well that I appreciate.

Jim: CertaPro presents an opportunity for me to help a homeowner protect and beautify the largest single investment that they will likely own. Whether a small condo or a large home, we are there to help them customize their living spaces to their desires. We do not think of ourselves as salesmen as much as we think of ourselves as consultants and problem solvers.

EK: What personal business philosophy do you stand by?

Kimble: It’s simple – I always try to put myself in the other person’s shoes. This really helps bridge any gaps with understanding.

Jim: The philosophy I bring to every estimate is to serve as a consultant to listen to your needs, then offer the best available options to bring those needs to fruition. I want a homeowner to be comfortable with me as a person first and confident that I will be able to provide them with the best options or solutions available.

Jacob: Don’t make excuses; make improvements to the process.

Devin: And always treat people the way you want to be treated. At the end of the day, we want to ensure that we are listening to our customers’ needs and ultimately meeting or exceeding expectations.
EK: We know that you all have been the recipient of quite a few awards. Tell our readers about CertaPro’s business and individuals’ achievements?

Andy: The greatest honor is to be named the winner of the CertaCup. This annual award recognizes the top performing franchise in a system of more than 400 privately owned small businesses. We have won the award four times and have been a finalist for half of the years we have been in business. We have had more nominations and wins than any other CertaPro company in the system. We also have a team full of high achievers who have won numerous regional and national individual awards as well. 

EK: Anything else you would like Everything Knoxville to know about CertaPro?
Devin: In addition to residential and commercial interior and exterior painting, we provide all levels of drywall, carpentry, and remodel work as we strive to become your “one-stop shop.” We would especially like to thank our loyal customers. We have enjoyed working with and for you all these years and are excited to continue these relationships while fostering new ones!

CertaPro Painters of East Tennessee