1. Provide a Premium Experience
So what makes a painting service premium? These four experts sum it up with one word: communication.
For Jon Dryfhout, who runs his 32-year old family business HD Painting, it’s about providing an extra level of support to his clients. “Don't just sell the job and then collect a paycheck,” he advises. “We're with our clients the whole step of the way. We're accessible to them. If they ever call, someone picks up the phone. They don't go to our voicemail, within reason.”
For Jeff Dupont, of Seattle-based company Sound Painting Solutions, it’s about keeping them up to speed every step of the way. “I don't really believe you can over-communicate,” he says. “If clients are out of town, we send photos every day. It's just really making sure that we pay our team to spend a little bit extra time talking to them, and making sure that they're happy throughout the process.”
For Chad Lyons, of Washington state-based Lyons Painting and Design, it’s about meeting client expectations. “It's making sure their experience with us is everything that they expected and want it to be. They know exactly what to expect, how the project's going to be performed.”
And for Jason Paris, owner of Minnesota-based residential repaint company Paris Painting, it’s about helping clients make informed decisions. “You have to educate them. They often look to us for guidance when we show up,” he says.
Communication is important to these four pros because it builds trust, which they all agree is crucial in maintaining a successful business. “One of our core values is being an open book,” says Paris. “I think when you're honest, people will trust you. A lot of times, that's saying, ‘No, we can't do that,’ or, ‘I don't know the answer’.” Lyons agrees, explaining, “A lot of it is being able to say, "You don't need to do that. You don't need to spend that much here." Dryfhout shared that trust creates client referrals. “When we go in to talk to a new customer it becomes a very easy sale, because they're normally getting referred to us by someone else that already trusts us.”