— By Rich Kilgannon —
How retail and restaurant facility managers are leveraging tech-enabled painting partners to streamline projects and level up customer service.
First impressions matter for restaurants and retail businesses. For restaurants, we know that customers eat with their eyes first. Before they ever see a plate of food, they will see the exterior of your building as they enter the restaurant. They will notice the entryway before speaking with the hostess. And they will take in the general atmosphere before they are ever seated. The same is true for retailers. Does your store exude a welcoming environment? Staying on top of the general appearance of your location is important. And a fresh coat of paint is like giving your business a facelift. Paint can make buildings look instantly cleaner, brighter and more appealing.
To achieve this esthetic, it is important to work with a trusted painting contractor; if they are tech-enabled, even better. Let’s talk about what typically happens when a restaurant or retail facility manager needs to hire painters. The facility manager will contact a number of contractors to schedule walk-throughs to discuss the scope of work. The project manager needs to show up, take measurements, discuss the job and develop a quote. The old school — and most common — way of estimating, with paper and pencil, can take time and delay the project longer than the facility manager had hoped. If multiple locations are involved, the process can take even longer. That is why it is important for facility managers to work with technology enabled painting partners.
We often don’t consider how technology comes into play with blue collar service industries, but working with a painting partner that has invested in technology to streamline their business has the benefits of faster decision making, speedier delivery and overall improved service.
Here are some key solutions tech enabled painting service providers can offer:
Streamlined Pricing and Planning
Automation can be used in the painting industry to outline the scope of work, generate quotes and deliver contracts seamlessly — all saving the facility manager time. This is especially valuable for multi-site businesses.
Here is the process: each restaurant or store location measurements and additional details are incorporated into the technology platform. This allows the painting company’s project manager to have instant access to information when working with the customer. Many chain stores and restaurants have standardized branding and paint colors that can be entered into the system. Pricing is determined by location size and any additional services that might be needed. Having all the information pre-loaded into the system means that when it is time for one or more location to be painted, the facility manager can access a customized and easy to use app, select the specific location, the scope of work needing to be painted and the details of the projects — interior or exterior, walls, ceiling, trim, etc. The project manager for the painting company is automatically alerted, the contract is auto-generated and a crew is scheduled. Automation streamlines the administrative part of the painting project and crews can be onsite within days of a signed contract.
Ask About Back Office Technology
Not only does technology streamline providing businesses estimates and the contracting process for hiring a paint crew, but it also ensures clear communication between the customer and the painting crew. It is not uncommon for painting to occur in the overnight hours when stores and restaurants are closed. This helps ensure the project doesn’t interfere with customers of staff. It also allows the time needed for paint to dry. Because the paint crew will usually work odd hours, it is important that the facility manager for a store or restaurant be kept abreast of the progress of the project and the status of the crews.
Here is what to ask for:
• Do you use technology to track your painting crews? How do you track your crews? Paint contractors that are tech-enabled are able to track exactly when crews arrive on site and can confirm when work is being done. Many retailers use the IVR process and this can usually be included in the system of the paint contractor.
• Do your painting crews create a daily status report? How do you track the progress of your paint crews? Companies that use technology are able to have crews complete a status report before checking out of the job. This means the painting company’s project manager is kept updated on the status of the work, the customer is assured progress is moving at the expected pace and the crews are given an automated checklist of reminders about cleaning the space and customer specific needs. Crews also use a portal to upload photos of the progress of the work being done.
White Glove Customer Service
Blue collar service industries aren’t known for investing in technology. But the companies that do are able to offer a white glove customer service experience far exceeding the competition. We often don’t consider how technology comes into play in service industries like painting, but working with a painting partner that has invested in technology to streamline their business has the added benefit of improving customer service for restaurants and retail establishments as well.
Technology is reshaping all aspects of business. It is streamlining workflows, enhancing communications and ensuring paramount customer service. Restaurants and retailers should expect all their partners to offer the best customer service that technology can provide. And for painting companies that means streamlined and automated quoting and contracting, above and beyond communication during the project and unparallel customer service throughout the process. First impressions have a huge impact on a retailer or restaurant’s bottom line. Working with a painting partner that invests in their own business through technology means they understand the importance of investing in your facility. Because at the end of the day, a happy and returning customer is what all businesses want.
— Rich Kilgannon is president & CEO of Arch Painting, a leading commercial paint contractor. Founded by Joe Giacalone in 1997, Arch Painting transforms spaces from ordinary to extraordinary. Customer service, attention to detail, mastery of technique and uncompromising commitment to quality are the foundation of each job and partnership served. Website: www.archpainting.com.