Keeping Your Promises
Many contractors make promises to their customers as part of the sales process. Some, such as Nolan Painting, have adopted a promise that has become part of their company culture. The Nolan Promise is used as a competitive advantage during the sales process and continually reinforced in customer service training for field employees. It makes the brand experience strong. Do you have a promise? Is it alive in your company, talked about regularly, and practiced daily? Take a look at what the Nolan promise means below.
We, Will, Start and Finish on Time
- Communications with field operations
- Job- site visit – confirm start date & time
- 5-minute rule (call if running late)
- Sequencing the job
- Crew assignments
- Closing packet
- A daily check-in with the customer on the status
We, Will, Maintain a Neat and Clean Project
- Uniforms
- Hats on properly (not sideways)
- Tied shoes and boots; tucked in shirt
- Not wearing last year’s paints
- Shop set up
- Truck appearance
- Front door drops
- Rosin paper on hardwood
- No, but crack
- Lead safe work procedures
- Wrap furniture with a clean plastic
- Removal of drops and plastic – process
- Daily inspection of homes
We, Will, Handle All the Details
- Confirmation of estimate
- Job site visit checklist
- Closing packet checklist
- A detailed letter with customer responsibility
- Touch up process
- Customer call logs
- Office prep for job
- Color section and filing process
- Telephone scripts
We Will Stand Behind Our Work
- Warranty
- Quality assurance sheets
- Report card: feedback on promptness, neatness, customer service and appearance
- We’re ambassadors for Nolan Painting
We Pledge an Assurance of High Quality
- Setting customer expectations
- PDCA standards
- Hiring process
- Company Culture
What promises are you making to your customers? How are you ensuring the company delivers on them?