20 Years of Unmatched Customer Service

from Everything Knoxville May 2023 Edition

Business Note

CERTAPRO OF EAST TENNESSEE co-owners, Devin Taylor and Ben Johnson, are celebrating - and rightfully so. Not only is it their company’s 20th anniversary this year, but they have also been awarded the coveted CertaCup!

Ben, Devin, and their loyal employees have the CertaPro certainty promise of “a job well done” that proves time and again that they take each job seriously - and that they have the methodology to back it up. Everything Knoxville sat down with them to offer our congratulations and to get an update of how CertaPro of East Tennessee continues to garner great Google reviews and many happy customers.

EK: So tell us a little more about this CertaCup Award…

Devin: Every year, each CertaPro location is measured on a combination of customer satisfaction scores, company growth, and overall commitment to upholding the values that CertaPro Painters maintains. In 2022, we were able to excel in all of these measured categories.

Ben: With 375 independently owned and operated locations throughout the U.S. and Canada, we are very honored to be singled out as the North American flagship location for the fifth time.

“Great communication, on time, no job hopping, and attention to detail. They stained the house, deck (repaired a few boards) and re-screened our porch... fantastic work!! Would recommend and use again... so glad we went with a reputable organization like CertaPro.”

- Kevin D.

EK: Your company celebrated its 20th anniversary this year - what a milestone! What do you think contributes the most to your business longevity?

Ben: In addition to being a real business with a real location, and a top-notch management team, CertaPro’s success comes directly from a consistent presentation of our job expectations. From our initial customer contact, to our dedicated project managers, all the way through our final “Pride Walk,” we can ensure customer satisfaction with all completed jobs. In 2020, 60% of the projects we completed were either previous customers or referrals.

project - signs of wood rot or damage that should be repaired before the paint ever comes out. By taking the time to address these issues, we can potentially save the owners large amounts of money in the future. Our team is a great line of defense in protecting your home or business. We have a full team of skilled carpenters to address any repairs needed prior to starting the painting.

EK: What can clients expect after the initial job walk-through?

Devin: Our sales estimators work to gather the necessary information to recommend a solution that meets the customer’s needs. We then provide a professionally written proposal. This detailed document is then used by our entire team to ensure that what was promised gets delivered. Everything from specific products down to the number of coats of paint are stated so there is no confusion during the job and no surprises at the end.

“The work is spot on. All of the drywall repairs are flawless, and the paint is smooth as silk. The trim paint is neat with crisp lines. They left the house clean and removed all of their work materials. I highly recommend this crew for their respect for your personal property, and they just happen to be a group of really nice people, too.”

- Tracy F.

to ensure that our promises are delivered upon - securing the “certainty of a job well done!” and are also responsible for recruiting, training, and coaching our crews. In addition to standard background checks, drug screens, and monthly crew leader meetings, where top performers are celebrated, our service managers continually coach and uphold our company’s very important processes.

Devin: Not all painters and construction contractors have a set of guidelines that they follow to the letter. We have found that this system of proven processes ensures that our projects go according to plan, and it gives our clients peace of mind, as well as a consistent schedule of “what comes next” that they can depend on.

EK: What does an “average” CertaPro project look like from beginning to end?

Ben: There are no average jobs! We want to ensure that we are listening and capturing what’s most important for each of our clients beyond the paint. For instance, when we walk around a home or business, we are not just taking the paint into consideration. We are looking at the overall

Ben: When a project begins, someone from our management team is there to introduce our crew and review the scope of work once more before getting started. This process has proven crucial, as it ensures that any last-minute changes or details are captured and executed. From there, each project is assigned a dedicated service manager who works closely with our crews on each project. Honestly, our service managers are there

EK: Where is CertaPro of East Tennessee headed as a local business?

Ben: We want “customers for life” - meaning that when someone calls our office, they can rest assured we will treat them the way they should be treated, project after project. With no up-front deposits, timely job starts, and a two-year limited warranty on all our work, we take it very seriously when someone trusts our company to work on their home or business.

Devin: Knoxville and our surrounding area is a thriving, growing community, and we want to be a household name when the need arises for our services. We also strive to be a “workplace of choice” for our employees. At CertaPro Painters, we want our team to feel appreciated and proud to be in an environment where everyone there wants to excel. We truly practice another one of our core CertaPro values: “Take pride in what you do.”

CertaPro Painters of East Tennessee