Kimberly Painting

COMPETITION IS STIFF AND KIMBERLY NEEDS TO STEP IT UP! (Initial consult/​estimate)
I really wanted to have a positive experience with this company because they were first on my list when I wanted a painting estimate. I had interacted with them years ago when they were also in the roofing business and I had remembered it as a positive experience. I contacted their office and scheduled a contractor to come out and provide an estimate. This part of the process went well and the contractor came out within a couple of days as scheduled. Things just went downhill from there.
First of all, I like a contractor who is very personable and easily talks because I don’t want to have to try and figure out what is going on in his head. Also if we are entering into a working relationship, the dynamic is important. This contractor was a bit quiet for my taste and just didn’t show much interest. He did a quick look without really examining anything, (my other guy was very hands-​on and asked a lot of questions throughout). I directly asked him to go into the backyard so that I could point out a couple of things because I seriously did not think that he was going to take the initiative. At this point I suspected that this was not going to be a positive outcome. However, I decided to reserve final judgment until after receiving the written proposal because I thought that he might be a man of few words but more internally focused. Perhaps he was just taking it all in and would have the details documented in his proposal.
Nope! He missed about 50% of the obvious and there is just no way of recovering from such a debacle.
Another indicator of this not being my guy: At the end of our conversation, I gave him a new email address. I repeated it twice and physically verified it on paper. A couple of days later, I get a phone message asking if I have received the estimate. Of course I say no and verify the email address that they have. It is incorrect. Details matter!
Contractors: When you are meeting with a homeowner for the first time, that first impression is extremely important. Come prepared and be ready to engage the potential client, ask questions and represent your company in the best light. If you don’t provide a thorough assessment, you can’t have a thorough estimate. If you are having a bad day and just can’t put your best forward, consider rescheduling.
Even if I don’t use a particular contractor, if I have a positive experience I will still share their information with others. Also, I may be inclined to use them at a later date.
Homeowners: The initial encounter sets the tone for the remainder of the working relationship and you must be sure that your interests and needs are going to be completely addressed.
Don’t just focus on the outcome, focus on the process. Don’t settle and don’t rush!
*** I did email the company to let them know why I had not chosen them. I do hope that they provide some additional training and education to their employees so that they are able to be a viable option for others. I honestly believe that most business owners who are interested in providing great customer service and growing their business will always appreciate honest feedback.
I wish them well.
****4/​1/​16 On this day, I noticed that I had received an email from the owner of Kimberly Painting and I really appreciated his willingness to acknowledge and address the problem. Here is a portion of what was written:
Unfortunately you did not receive the level of service you should have and I apologize for that. We strive hard to consistently provide great customer service and do great work. In this case we fell short, but have taken corrective action and moved forward.
Thank you,
Mark Sharpe
For their quick action and response, I would definitely give them another chance. I also believe that their response deserves to be acknowledged so I am giving them another star. They are definitely back on the list!