The pandemic was a crazy time for many small businesses. Some struggled and eventually went under, while others thrived. Those that were particularly hard hit were companies in the entertainment, hospitality, and restaurant industries. However, many home improvement companies saw amazing growth, even as supply chains were disrupted and materials rose in price. Those that were able to adapt to the growing demand and navigate the various challenges that the pandemic presented came out of it stronger than ever.
When things are hectic, as they were for home improvement companies during the pandemic, customer service can easily take a backseat. It takes a huge amount of effort to keep customers informed, supported, and satisfied in normal times, so in trying times, great customer service can feel all but impossible to achieve.
One San Diego house painting company, PaintGreen, was determined to maintain their reputation for great customer service, pandemic or not. Even though they were receiving an increased number of calls and emails from potential customers wanting to get their houses painted, they didn’t let anyone fall through the cracks. PaintGreen implemented an online calendar system on their website, where potential customers could schedule an in-home consultation on their own, and they also made sure to follow up on any other inquiries in a timely manner.
Despite a skilled labor shortage, PaintGreen was able to hire and train new employees to help keep up with demand. Still, lead times were still longer than the company or its customers were used to, but PaintGreen found that homeowners were understanding of the situation and were willing to wait.
Jon Ray, owner of PaintGreen had this to say, “I think a lot of our success during the pandemic had to do with our communication. We were very upfront with our customers and were able to successfully manage expectations. Most people were very understanding that wait times would be longer than normal and that we had to raise our prices to accommodate the rising labor and supply costs. We also never let the quality of our work slip even though we were working long hours. In the end, we were able to deliver as promised. Our customers are happy and continue to refer us to their friends and neighbors.”
Here are just two of the many reviews PaintGreen received from homeowners they worked with during the pandemic:
Wow!! Jon Ray and his team at PaintGreen were awesome! They showed up on time and worked hard to get the job done. Jon stayed in close communication with us. The quote matched the actual cost, so there were no surprises. We felt the pricing was very reasonable and the quality of work was top notch with warranty. We are hooked and will not go anywhere else for our painting needs. Thank you so much, PaintGreen! We appreciate you!”
Kelly F. , San Diego
Paint Green transformed my home to exactly what I dreamed about. Sergio G. And his crew was very professional, friendly, hard working and did everything to make the process as smooth as possible given the huge amount of work they had to do. What I appreciated the most is that both Sergio and the owner Jon were always communicating with me on the progress, potential issues, and the outcomes. They are trustworthy and will do anything to make you happy with the end results. Very honest business and will definitely hire them in the future and recommend to my friends and family members with no hesitation.”
Ewa W., San Diego
You can learn more about PaintGreen and see examples of their work by vising their website: https://www.paintgreen.com/
