At 604-PAINTER, we prioritize clear communication, professional service, and customer satisfaction from the initial inquiry to the final payment. This blog highlights a recent project with one of our valued customers, Steph, showcasing how we handle questions, concerns, and the entire project process with precision and care.
Starting the Conversation: Gathering Initial Details
When Steph reached out with her inquiry about refinishing her kitchen cabinets, we responded promptly to collect the necessary details.
Rick: Hi Steph, thanks for reaching out. Can you let me know how many cabinet doors and drawers you have in total?
Steph provided the information, allowing us to move forward with a detailed and accurate project quote.
Providing a Transparent Quote
Based on the details Steph shared, we prepared a comprehensive quote that included:
Uninstalling and reinstalling doors, drawers, hinges, and knobs.
Sanding, priming, and painting all cabinet pieces.
Painting fixed pieces on-site.
Materials required for the project.
We provided Steph with several pricing options tailored to her preferences, offering flexibility depending on payment methods and booking timelines. These transparent options ensured she had a clear understanding of what was included, along with notes on exclusions or additional costs for specific requests, such as using extra colors or painting a wine rack.
Answering Questions Thoroughly
Steph had a few questions about the project, and we made sure to address each one clearly:
Dust Containment:
Rick: We don’t typically seal off the kitchen with plastic barriers during sanding because the dust generated is minimal. However, if spraying is involved, we will use barriers to ensure cleanliness.
Timeframe for Cabinet Removal and Reinstallation:
Rick: There’s usually a three-week gap between removing and reinstalling the cabinet doors.
Painting Edges:
Rick: Yes, all visible edges of the doors are painted for a polished finish.
Wine Rack Painting:
Rick: For a standard wine rack, there is an additional cost depending on the complexity.
Brushing vs. Spraying Fixed Pieces:
Rick: We prefer brushing and rolling for cost efficiency, but we’re happy to spray if requested. Both methods deliver excellent results.
Material Type:
Rick: Our process applies equally to wood and laminate cabinets.
Crown and Kicks:
Rick: Crown molding and baseboards are included unless otherwise specified.
Soft-Close Hardware:
Rick: We don’t install soft-close hardware, but affordable mechanisms are available at hardware stores for easy DIY installation.
Adjusting for Project Changes
When Steph encountered delays with her countertop installation, we assured her flexibility:
Rick: No problem rescheduling. We’ll hold onto your cabinet doors until everything is ready on your end.
Additionally, we scheduled painting the fixed pieces to ensure no other trades were working during that time for a smooth workflow.
Following Through with Additional Requests
As the project neared completion, Steph asked about unpainted areas, such as brown trim along the edges of her shelves:
Rick: Yes, all visible areas will be painted unless otherwise specified.
When she inquired about painting the inside of her shelves, we explained:
Rick: Unfortunately, we don’t paint inside cabinets or shelves due to adhesion challenges. However, I can leave you some primer and paint for DIY application if needed.
Ensuring Satisfaction: A Follow-Up Email
Following the completion of the project, Steph reached out again, and we responded with a commitment to our “whatever it takes” philosophy:
Rick: Hi Steph, thank you for following up. There will be no charge for this—officially or otherwise. Consistency and quality are my priorities, and we want to ensure everything is perfect for you.
I explained that in the past, Cristina has gone back to address similar situations at no cost, and we would follow the same approach for Steph. Cristina was already prepared to handle the matter without expecting compensation.
Rick: Our goal is to maintain our great relationship with you by addressing this promptly and professionally. If any monetary exchange occurs, that’s between you and Cristina—it’s not something I’m involved with.
The Outcome
After completing the project, Steph expressed her appreciation:
Steph: Thank you very much for the wonderful new paint job! We love it and will recommend 604-PAINTER to all our friends.
We responded with gratitude and provided a link for her to leave a review:
Rick: Cristina and I are thrilled that you’re happy with the results. Thank you for your kind words!
Building Trust Through Communication
This exchange highlights 604-PAINTER’s dedication to clear communication and customer satisfaction. From transparent quotes to addressing every question with care, our goal is to provide a seamless experience.
If you’re considering a cabinet painting project, let 604-PAINTER guide you through the process with the same attention to detail and professionalism. Visit us at www.604painter.com to learn more or check out our reviews to see why our customers trust us with their homes.
Before & After
