The Last Painter

About two years ago, my wife and I purchased on older home in the country that needed some updating. So my wife took the bull by the horns and began to hire different people to help with the project. Carpenters, electricians, plumbers landscapers ... you name them, we had them. I'm pleased to say that most of them did a good job. The one problem seemed to be painters. She had a lot of "no shows," and when the did "show", we sometimes wished the hadn't - if you get my drift.

This customer service love story starts with my wife sharing her disappointing painter experiences with out landscaper, Debbie. Immediately, Debbie’s eyes lit up, and she said, "Have I got the painter for you!" She then told about her experience with Shawn, a young man in his early thirties who owned his own business. She said that since he first started doing some work for her about two years ago, she had recommended him to many of her landscaping customers and without exception, they were very pleased. It was worth a shot!

That night my wife called Shawn. After speaking to him briefly on the phone, she said, "I'm not sure, but I think we may have found a painter."

The next day, Shawn knocked on the door. When my wife opened the door, he extended his hand and with a big smile said, "Hi, Mrs. Andersen, I' Shawn, the last painter you will ever need!"

What a wonderful way to break the ice, and what a wonderful way to share your enthusiasm and confidence in your work. But as we all know, talk is cheap, and it's only action that counts in the end. We soon discovered that Shawn "walked the talk" with his total commitment to satisfying his customers. He listened intently to what we wanted to accomplish and to some of the problems we had experienced in the past. He and his crew was perfectionist who not only took pride in their work but in cleaning up afterwards. And he always made the point to say before every job: "If you're not 100% satisfied, we’ll make it right at our expense." And although it rarely happened, he always did with a smile on his face.

I know how tough it is being an entrepreneur and owning your own business. It's not easy. To succeed, you must find ways to differentiate yourself.

Shawn's way was his obvious passion for his work and his unrelenting commitment to satisfy his customers' needs.

Taken from "Customer Love" by Mac Anderson.