The importance of a good fit between the Painting Contractors and their customer has been discussed, but mostly from the customer’s point of view. Truth be told, we the painters would sometimes love the opportunity of choosing our own customers.
This sounds like a luxury of course, especially during tough economic times when all discussion is centered on how reputable the contractor is, painter’s reviews etc. But choosing our own customers would definitely be a contractor’s dream. What brought this on, are some of my thoughts and experiences during two recent house painting projects. One of these customers was a referral by a colour consultant and the other one became a repeat customer. There were some commonalities between these two customers that are at least worth mentioning.
Customers in the Toronto Beaches area.
Janice and Larry hired Ecopainting to paint their lovely home in the Beaches area of Toronto. They were referred to us by Sylvia O’ Brien of Colour Theory, a colour consultant we work with. It was for an almost complete repainting project of their home. Since the initial consultation they made it clear that they were looking for quality work. Everyone talks about quality work but they clearly undersood what that meant. Right from the start, this was evident by their preference of quality paints, the daily interactions with the painters and Larry’s previous knowledge of the painting process. At the end of the job, they were thrilled with the work and service they received. Here are some comments:
“We really liked Uma and Alex. Well, we liked all the crew but they were with us every day so they were starting to feel like family. We’re going to miss them. I havee already posted a recommendation on your Facebook page and on mine. Karon, thank you for everything. This was such a good experience for us. We really liked your crew. They are keepers and lovely people. Treat them well!”
Linda and Kris in Etobicoke
The first job we did for Kris and Linda was a large and mostly Interior paint and drywall project in the Bloor West Village of Toronto. This was the home of their parents and needed some serious updating. Entire walls and ceilings had to be repaired, even rebuilt. It was a huge job in a small home. We were there for almost a month. We even did some exterior work and re-stained some of the woodwork. Since then, we painted their rental condo twice and just recently painted their home in Etobicoke. We used colours from the affinity collection of Benjamin Moore’s Aura line.
They are now four times happy with our service. Linda’s words say it best:
“Hi Karon, Yes indeed, we are loving our new look! What a difference it has made! Kris and I are thrilled with the job your crew did. You were so helpful in getting the scope of work sorted out and your crew was very friendly and professional. They did an excellent job of keeping the mess created by all the sanding as minimal as possible, vacuuming as they went and tidying up after each day’s work. We also appreciate the fact that George dropped by the second and third day to see that things were going to our satisfaction. This is the 4th time we have used your painting services and every time the standard of work and your business acumen has been outstanding. We will continue to use your services for our future decorating needs. Please feel free to use us as a reference.”
Is There a Painting Customer Persona?
We had the opportunity to meet and service hundreds of customers. Looking back at the characteristics of the ideal Ecopainting customer, they were similar to these two:
- They were demanding and had high expectations from the contractors.
- They were intelligent consumers and knew exactly the value that they were after.
- They were fine with, and even insisted on using top line (more expensive) paints.
- They were helpful and hospitable to our painters: “We really liked your crew. They are keepers and lovely people. Treat them well!”
- They know what a good job is and understand the hard work that it takes to deliver it.
- Their unsolicited comments are mostly about people not the usual testimonial fluff.
- One of them was a referral and the other was a repeat customer.
These type of jobs are practically running themselves and being at the job site is like a social visit. It makes running our business worthwhile. The painters look forward to going to work every day, where a customer appreciates their hard work.
Testimonials (Hand written and signed)
Sara B. Downtown Toronto condo:
I just wanted you to know that Gary & I were very happy with the work you did at 212 Eglinton and really appreciated you doing it so quickly. We will definitely call you again. Our demand for painters varies according to our clients, so how often you hear from us will depend on that.
Sara since referred her Real Estate customers to Ecopainting.
Robert G. after Decorating of his downtown space:
I am more than happy with the time and the effort put into making my home complete and beautiful. I will definitely use your company again and refer you to all my friends and family for future business. Ecopainting has made this experience worthwhile, with limited hassles, strong professionalism and most of all, showing why they are great at what they do.
John M, College Street Condo:
I could not have asked for a better outcome. The service is top notch, the painters are very nice and they get the job done quickly. I will definitely use them again.
Drew D. North York townhouse:
The painters did excellent and professional work. We close on our new house in May and will most likely be calling you guys for that as well. We found your company on Google and it was a great experience from the start. Thanks so much!
Debi S. Brewery District condo. Paint and wallpaper installation:
Hi Karon, Arthur was over yesterday to redo the wallpaper and it looks great! Arthur was very professional and while I was home the entire time, I didn’t feel I couldn’t just hang out there. He is also very good at explaining everything. I wish I could hang wallpaper with the same ease as Arthur. But then if I could, I would have done it myself. The whole process was so smooth and I never felt like my home was a mess. Thank you so much! Debi.
Stacy W. Downtown Apartment:
Fantastic service throughout, from start to finish. Everything was completed quickly and neatly. We will definitely use your services again and recommend you to others. Thank you!
Stefan G. Downtown Toronto Loft.
Ecopainting far exceeded my expectations. The courteous crew went so far as to hang my pictures up when all the work was completed.
Eva S is a repeat customer:
Hello Karon. I hope all is fine with you, and that the business is going super. The job your people did in our Delisle condo was so beautifully done that it was sold in 2 days, without even having time to go on the MLS listings! Now we need our kitchen in Scarborough painted, plus a number of touch-ups done, window frames, etc.
Sara B. was referred by another customer:
Hi Karon – I just wanted you to know that Gary & I were very happy with the work you did at 212 Eglinton and really appreciated you doing it so quickly. We will definitely call you again. Our demand for painters varies according to our clients, so how often you hear from us will depend on that. See you soon – maybe at a workshop!
Kiran M. Loft by Bloor West:
I love the new Painting job and am very happy with it. I feel more comfortable in my place now, and it even seems larger. Thanks for everything. Yours sincerely.
Anne Marie, Laine M, another Toronto Loft:
George and his team were courteous and professional. The work they completed for our loft exceeded our expectations. The colours and finish work are beautiful. We would not hesitate to recommend Ecopainting to family and friends. The result is amazing! Thank you!
Katherine W.C. Townhome owner downtown:
Great Job! We love the final outcome, and it was done in a timely fashion. The workers were very friendly and professional. We look forward to hiring Ecopainting again.
Eva S. Apartment Painting in mid-Toronto:
I always recommend your company to whoever wants to listen. We were very happy with your job the last time and we will be calling you in a few months for another painting job. Thanks for being nice and friendly, arriving on time, finishing on time, cleaning up afterwards, and for your competitive prices – all of it greatly appreciated. Can’t wait till next time
Lydia M. Investment Condo in Pickering.
As a repeat customer, I am pleased to once again applaud the painting done at my condo. Well done! The crew did a great job and ensured I was happy with everything.
Sarah K. about the experience with her loft in the Annex district:
A beautiful job, and I felt that the painters were extremely respectful. They treated my place like their own home. They also explained the whole process and made sure that it was done to their (very high) standards.
Sarah was an eco-conscious client and our zero VOC painting worked great for her.
Stephen H. Downtown Townhome:
I was looking for high quality and that is what I received. Painting surrounds your whole place, so always keep quality in mind. Ecopainting was very impressive with the details. They completed to scope and on time. Perfect!
Dionne J. New Condominium in Scarborough (referral):
I can’t thank you enough for the wonderful painting job both of you have done. I am so happy that I chose you to complete the job for me. Thanks again!