Delivering Extraordinary Results One Home at a Time
Wednesday, August 4th, 2021 | Uncategorized | No Comments
CertaPro Painters of East Tennessee, a complaint free member of the Better Business Bureau in 2020, has been delivering extraordinary results to area homes and businesses for nearly 2 decades. Because painting is one of the fastest and most cost-effective ways to update and protect your home’s interior and exterior surfaces, growing numbers of East Tennesseans have come to rely on CertaPro Painters. Offering a worry-free experience from start to finish, locally-owned CertaPro Painters of East Tennessee has earned a reputation for superior customer service and craftsmanship.
After visiting CertaPro Painters of East Tennessee offices, one thing became abundantly clear – every CertaPro team member genuinely enjoys their chosen careers. Each member embraces the contribution they make in the total customer service experience. From the first customer contact through the “Pride Walk” at the completion of every project, each member is confident in the knowledge that the CertaPro Painters team delivered results designed to exceed your expectations.
East Tennessee’s Mountain Views recently spoke with CertaPro Painters president, Devin Taylor and associates to discover just what makes them rise above the competition to deliver superior customer experiences. Here’s a portion of those interviews:
ETMV: What does CertaPro Painters 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 as easy to do business with as CertaPro. We want to make our customers’ experience easy and worry-free. We do that by implementing proven and time-tested 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 Melissa Smith, Scheduling Coordinator, offered their insights on this 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 promise to each and every homeowner we have the privilege to work with. We put great emphasis on remembering that we are working on or in the largest investment most people will ever make – their homes. It’s not just caring about the paint we apply; 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.
Melissa: I interact with all of our Job Site Supervisors on a daily basis. These incredible team members take tremendous pride in their workmanship – many of them have been with us for years. We offer a consistency of character that not all businesses can provide today.
ETMV: What are some of the biggest benefits that CertaPro customers are likely to experience?
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 bump in the road, we have management teams in place to address any issue that might arise.
Carl Lemmon, CertaPro’s Residential Service Manager, and Kimble Manuel and Jacob Thurber, two of the Residential Sales Associates, added:
Carl: Quality and service. Our painters and carpenters take extreme pride and ownership in their work. Our management team is always available to answer all of your questions and to guide you in your decisions. You will never be left guessing about costs, what’s going on with your project, or when it will be completed.
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 the agreed upon plan.
Jacob: We are also proud of the fact that CertaPro is 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 co-workers. With multiple levels of management on each project, we fulfill our promises, and I think that means a lot to the East Tennessee community.
ETMV: What do you enjoy most about working at CertaPro?
Carl: I have an awesome team to support me in my role and really enjoy helping our customers to 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 joy and 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. I love being a part of that experience.
Harry Puckett, Residential Service Manager, and Jim Mazrimas, Residential Sales Associate, also responded.
Harry: There is an obvious “family” environment here. Everyone that works at CertaPro understands that teamwork is essential to getting projects completed successfully. 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 salespeople as much as we think of ourselves as consultants and problem solvers.
ETMV: What personal business philosophy do you embrace?
Kimble: It’s simple – I always try to put myself in the other person’s shoes. This really helps bridge any gaps in understanding.
Jim: The philosophy I bring to every customer 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; just 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 their expectations.
ETMV: CertaPro Painters of East Tennessee has been the recipient of a number of awards recognizing your achievements. Tell our readers about some of 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 our 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 earned 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.
ETMV: Is there anything else you would like East Tennessee’s Mountain Views to tell our readers?
Devin: In addition to residential and commercial interior and exterior painting, we also provide all levels of drywall, carpentry, and remodeling work as we strive to become your “one-stop resource shop.” We would especially like to take this opportunity to thank our many 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
865.470.0001
www.east-tennessee.certapro.com
CertaPro Services:
• Interior and Exterior Painting and Staining
• Kitchen Cabinet Painting
• Drywall Repair
• Carpentry Repair
• Deck Construction
• Re-Screen Porches
• Wallpaper Removal
• Re-texturing Drywall and Ceilings
• Stripping/Refinishing Wood
