Posts tagged: Customer Service

There’s a level of trust placed in any home service provider as they work in and around your home. Building this trust starts from the moment you contact Arana Craftsman Painters to come to your home or business and provide you with an Estimate.

This article helps you understand what to expect at an Arana Craftsman Painters Estimating Consultation.
This is Part 3 in our series sharing the Arana Craftsman Painters’ philosophy which we fondly call The Craftsman Way.

At Arana Craftsman Painters, we leave little to chance because we follow a tried-and-true set of steps. The philosophy behind the crucial process steps we take on every project is our “secret sauce” so to speak and it has allowed us to consistently build a reputation of reliability, exceptional quality and professionalism over the last 20 years.

The steps to exceptional painting include:

• A thorough and professional Estimating Consultation, more on that below!

• The “3C’s” of Consistency, Clean Up, and Communication

• Protecting your home and environment (family, pets, surrounding surfaces, furnishings, valuables, all areas not scheduled for paint)

• Scraping/sanding to remove old layers of paint that will negatively impact the integrity of your new paint at a standard that meets our 5 Year Warranty

• Thorough cleaning of the surfaces scheduled for work to remove any contaminants

• Priming, Caulking and Patching

• Exceptional Painting

What to Expect at Your Appointment

Overview
Please allow about an hour to an hour and a half for our appointment. Before our Estimator starts, they’ll give a brief overview as to what will happen while we are on the property and address any concerns you may have regarding our process, scheduling needs, budget, and special considerations.

Project Audit
An audit will be conducted to determine the present condition of your home, and we’ll take measurements and photos. We’ll will note surface conditions and use this information to create a ‘written recommendations’ document for you to review. We’ll can also provide alternatives and suggestions to achieve the outcome you are looking for.

Presentation of Recommendations
When you receive our proposal, it will thoroughly explain the scope of work required to achieve your desired outcome. We typically check in within a day of sending, and can answer any additional questions you may have.

Determine Next Steps
After reviewing our proposal and signing the contract, we will schedule a job walk with our production manager and put your project into the production calendar.

Frequently Asked Questions

How Long Have You Been In Business?
“Arana Craftsman Painters has been proudly serving the San Francisco Bay area for 20 years because not only do our past customers continue to come back but also refer us to their friends and neighbors.”

How Do You Hire and Evaluate Your Painters?
“We are very selective in hiring our painters and administer a criminal background check for every painter. Most of our painters, especially our crew leaders, have been with us for years. We trust them in the homes of our own friends and relatives.”

What Process Do You Use to Prepare Surfaces to Make Sure the Paints Adheres Properly?
Arana is an EPA Lead-Safe Certified Contractor. Following EPA Lead-Safe Certified procedures we completely remove all failed loose and flaking material from surfaces and substrates to a standard that will meet our 5 Year Warranty.

EPA Lead-Safe Firm

Often, this is done by manually scraping followed by pressure washing. It’s standard for surfaces to be abraded, thoroughly sanded, profiled, and primed to guarantee adhesion. That’s why we take our time where it counts – especially in the preparation.

For the safety of everyone involved, are all the painting contractors you have bidding on your project EPA Lead-Safe Certified?

“YES! For more information on our process see: The 3C’s of a Superior House Painting Process – San Francisco”

What Type of Guarantee do You Offer?
“We offer a 5 year warranty on all projects, the strongest guarantee in the Bay Area! So, if you notice an issue – small or large – please call our office. We strive to create “customers for life” and do annual warranty check ins. The bottom line is that you can call us any time after your project has been completed!”

What Type of Paint Do You Recommend?
“We use only the premium lines with Sherwin Williams and Benjamin Moore because we have a strong relationship with both brands and they produce superior products. This means if there is ever a manufacturing defect, we know that these companies will stand behind our work – and your project. However, we do make exceptions when there are superior products in specific situations or if our customers have a strong product preference.”

Are you Licensed, Bonded & Insured?
“Absolutely! We make certain we protect our customers by carrying the appropriate insurance coverage for general liability and workers compensation. Additionally, we are licensed by all local authorities and continually seek out industry recognized certifications and designations to add to our customer’s peace of mind.”

Prep and Color Consult
Can You Provide References?
“Yes! References right in your neighborhood are included with all proposals! Feel free to ask for more!”

When Will I Receive My Proposal?
“We will send it no later than 5 business days after our meeting.”

When Do You Take Payment?”
We only take payment per a payment schedule upon work completed. The schedule is detailed in our Proposal/ Contract. We ask for a deposit of 10% or no greater than $1000 to hold your spot on our calendar.”

Have a Painting Project You’d Like Us to Look at For You
or Questions!?