Too many customers hire painting contractors who have bad attitudes. We've heard stories about contractors who would rather talk than listen or who take over the entire home while the project drags on.

So we were pleased to learn about customers across Marin County praising Ross Painting in San Rafael CA for an amazing customer service attitude. They said things like, "They were responsive to our concerns, flexible and customer-oriented," and, "Their crew was very friendly, clean, and neat."

Hiring Excellence

Dan Ross' outlook keeps his company on the forefront of their trade. "I am a servant kind of person," he says. "I like saying yes and I like helping people. My job is to make my customers happy and to find what our business can do to make their goals happen."

As a homeowner, Dan knows what it's like to rely on a painting company. "When I work with a contractor, I want someone who is honest," he says. "I have to be comfortable with them and I don't want to worry that they are taking advantage of me. Our customers are looking for that same peace of mind, so we are careful to deliver on our promises."

No one wants to pay their painter or his employees to goof around or take long breaks. Dan Ross says his crews understand they're on the job for a reason. "Customers should get what they pay for, and we owe our customers hard work," he says. "Our employees know their job is to do quality work and get it done on time. Customers hire us for our effort, and if by working hard we can finish ahead of schedule, that just means our customers get their home back faster."

According to Dan Ross, there's no secret to building a reliable crew that exceeds customer expectations—just a habit of hiring excellent help. Since they started in 1986, Dan says Ross Painting has hired only the best painters in Marin County. "Some of our painters have been with us for 10 and 12 years, and the rest have been here for at least two years," he says. "They are all meticulous, ethical, honest and hard working. We aren't the kind of painting company that hires just anyone. We know we have to hire guys who have good characters if we want great workers."

Customers say Dan Ross and his employees do what it takes to keep them happy. A customer named Brian said during a research phone call, "They were able to work with my budget, able to accommodate changes in color and they were able to go beyond what we had thought." Sarah said, "They were easy to work with and were very accommodating." And Robert said, "They were responsive to our concerns and flexible. They explained things well."

Surveying the Progress

Customers don't have time to keep tabs on the everyday details of the painting project, and Dan Ross doesn't think they should have to. Accountability from Ross Painting helps every job run smoothly and allows them to cater to customer requests. "We have a foreman on every job who supervises the crew, and the field supervisor makes sure the work is right and on time," says Dan Ross. "Our foremen and supervisors consistently inspect the work, and my chief estimator and I regularly visit each job site so homeowners can feel secure that progress is being made."

Chris Brown, Ross Painting's chief estimator, has been with the company since 1998. "He is the backbone of our organization," says Dan Ross. "He's been painting since he was 17, he has a background in owning a business and he is an awesome worker with a lot of experience. He has so much to offer our customers."

Ross Painting is also committed to communication. A welcome change from most painting contractors, Ross Painting has an office staff available every weekday from 6 a.m. until 6 p.m. to help customers and set up appointments. This means there is always someone to answer the phone, so customers can be assured they'll talk to someone live, rather than be forced to leave a message and be ignored like with many other painting contractors.

Dan Ross and his wife have been married for 26 years. The couple lives in Novato CA and they have two daughters, one of whom worked as office staff and courier for Ross Painting as a teen. Dan's wife is a bookkeeper who helped get the company off to a solid start with her accounting skills.

Along with spending time in Tahoe and touring wine country, The Rosses enjoy spending time on the beach and visiting with family and friends. They also use Dan's painting talents to give back to their community, updating offices, classrooms and bathrooms at local schools.

According to Plan

Some painting contractors put together flimsy proposals that leave customers and staff unsure of project details. Ross Painting makes the effort to be thorough. "We create a detailed proposal that explains the scope of the work from start to finish," says Dan Ross. "It tells exactly what we are doing and the customer can see the entire project plan."

The crew also knows the plan. "On the job, the supervisor has a copy of the proposal," says Dan Ross. "This means the crew knows and will do the job to the exact specifications we've arranged with the homeowner. Having everything in writing avoids miscommunications and speeds up the entire process. From beginning to end, there's no wondering what customers expect."

Customers needn't wonder what quality of materials Ross Painting will use because they only rely on the best products. "With paint, you get what you pay for," says Dan Ross. "We know that only top-of-the-line paints have the quality finish, color retention and durability our customers deserve."

Ross Painting even approaches project clean-up in a customer-friendly way. "We take all of our trash with us so we don't fill up our customers' garbage bins, and we dispose of our waste with EPA-approved companies," says Dan Ross. "When possible, we can filter the air in your home with special filtration systems that remove pollutants and bring in clean air. Zero-VOC paint also helps eliminate odor." That means less paint-factory smell and easier breathing for your family.

During a research phone call, a customer named Tim said he'd worked with Ross Painting for more than 15 years. What is it that keeps him coming back? "Their efficiency and ability to follow up on a job," he said. "They are willing to come back from time to time without charging the client. They have a good follow-through."

Avoid working with painting contractors who don't put your needs first. Customers attested that Ross Painting in San Rafael CA takes customer service seriously, and that their top-notch employees, careful attention to detail and emphasis on meeting customer requests show their service-minded approach to the painting trade.