36 minute read
Ask a Pro
Q:
JACK MILLER learned the building trade from his father, a builder and remodeler in northeast Ohio. Inspired to choose a life in the trades, he studied business at Ashland University, spent a few years in the steel industry, and was a campus minister for 10 years where he learned the constructive skill of mentoring. His company, Jack Miller Contractors, specializes in traditional craftsmanship and applied building science. JackMillerContractors.com
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What out-of-the box resources are you tapping to build your company?
A: The foundational operating principle of our company is to promote human dignity and respect for the individual. Continued education and investing in our employees aligns with this principle. Some of the best learning opportunities have come not from traditional hands-on training, but through a blend of old and new approaches. It’s an ongoing creative exercise to both identify and fund these efforts, but the rewards make it worthwhile.
For example, we participate in several peer groups that have put some really great opportunities in front of us for lean process and improvement. Our office manager joined the Employers Association of the NorthEast, a group that provides information for small businesses including a human resource hotline, info sessions on new laws, and training resources for employees. These folks suggested we apply for a training grant and helped us figure out how to navigate the application. When we realized we had $15K available to us in a workforce training fund program, we were thrilled. We are using that funding to support several opportunities including leadership classes, lean-process training, and building professional/technical and soft skills.
Although the grant we received is Massachusettsfunded, there are many organizations in other states that offer support to entrepreneurs. The Small Business Administration, for example, works to provide grants to small businesses and also offers free business counseling to its members.
Access to the Paycheck Protection Program, designed to provide a direct incentive for small businesses to keep workers on the payroll as a result of the pandemic, allowed us to redirect our payroll funds to offer several employees access to OSHA AdvanceOnline and Passive House Institute UScertified builder trainings. And, because business was initially slowed by COVID-19, those employees actually had the time to participate in the training.
We’re big fans of networking programs to provide mentorship. Our general manager participates in the Northeast Sustainable Energy Association’s BuildingEnergy Bottom Lines, a business development program that uses a peer-coaching model consisting of six regional peer groups of its members dedicated to sustainability in the built environment, focusing on a triple bottom line: people, planet and profits.
We also participate in the Remodelers Advantage Roundtable Programs for Business Owners and Production Managers, a world-class peer advisory service that brings together smart, motivated remodeling professionals to help one another grow.
Joining these peer networks and being an active member of larger organizations has had a catalytic effect on the growth of our company.
Internally, our management team participates in twice-weekly meetings as a point of connection and collective learning. We bring together project managers, estimators and administrators to review processes and gain some mental muscle memory. We rotate leadership of the meeting and discuss an ‘improvement of the day’ and ‘something I have learned’ that relates to our work to exchange ideas and share personal knowledge. We also offer in-house seminars on technical skill growth, and send employees to training sessions, conferences and trade shows focused on passive house building, building science, and sustainable energy.
We constantly look for ways to provide opportunities for growth for our employees. As we promote this within our company, our employees benefit as skilled professionals, we create a more enjoyable company culture, and we find we are attracting better employees. The customer experience is improved as well—our customers benefit as they connect with a professional and high-functioning team that brings a constant improvement culture to every project. We couldn’t be more excited about where we are headed.
CAULK TALK
Tips for successful application and avoiding common failures
BY RAY HECK
An essential step in every painting project, caulking takes more than a strong wrist and a steady hand. Beginning with substrate assessment, followed by proper surface preparation, then skilled application and finishing technique, a successful caulk job should be virtually invisible to the property owner.
What follows are some tips for minimizing the risk of failure and increasing the chances of achieving an attractive and durable seal. And just in case you inherit someone else’s caulk issues, you’ll also find troubleshooting tips for the most common—and some uncommon—caulk failures.
Assessing the situation
Joint size is critical, and most projects present a variety of joint sizes to be dealt with, so more than a single caulk product may be needed. Begin by comparing the joint size to the percentage of movement the caulk you are considering can take. If the joint is greater than 1/2" deep and 1/2" in width, it is important to use a backer rod in the joint to maintain the optimal sealant thickness and prevent the sealant from adhering to three sides. For instance, you want the caulk to adhere on the parallel sides of the joint to be sealed and not across the bottom. If all three sides are bonded, the joint can’t move. Large joints may require the use of elastomeric sealants to stretch and fill the space; typically, ASTM C-920 class sealants are used to successfully bridge large dynamic joints.
When choosing a caulk, the reality is that many different products may work for any given application. The key to caulk selection is identifying the performance requirement and matching it to the product(s) that meet or exceed those requirements. It is also important to only apply caulk at the temperature the manufacturer has recommended to ensure the joint is at the optimum width. Adhering to the basic application guidelines on the product labels will minimize the risk of failure and increase your chances of achieving a durable and attractive seal that will last.
Preparing the surface
Once you’ve determined the correct product(s) for the job, you are ready to prep the surface, which mainly consists of cleaning. Caulking over dirt or dust, or over paint that is not fully attached, will not allow the cured bead to adhere, so proper cleaning is a critical step not to be skipped.
If you’re caulking a previously painted surface, remove any peeling or compromised coating. Next, blow as much dust and debris off as you can, and wipe the rest using lightly dampened rags until clean.
If you’re working in a new construction, wipe down baseboards and around joints where drywall dust may have settled. Again, blow as much dust and debris off as possible, then wipe the rest using a damp, lint-free rag.
Regardless of the substrate, never use a soaking-wet rag, as you don’t want to introduce moisture to the surface before caulking.
It’s all in the tooling technique
To begin, cut the tube’s tip (at an angle) slightly smaller than the width of the gap. Avoid cutting the nozzle tip too small to be able to release the yield needed to seal the joint. Practice on a scrap before beginning to assure all is working well. Position the gun so
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Excessive tooling will remove too much caulk and may lead to a caulk cracking failure.
RAY HECK is the VP of Sales and Marketing for Tower Sealants, a division of M-D Building Products. His experience in the coatings, sealants and adhesives field spans 30 years and includes stints at The Flood Company and with GE Sealants and Adhesives, a division of GE Silicones. In 2014, he joined M-D Building Products and was a part of the team that developed Tower Sealants’ business. TowerSealants.com
the sealant gets forced into the gap. Either pushing or pulling the gun along the surface is acceptable; keep the bead smooth with good contact to the substrate. Run a continuous bead whenever possible and, as a general rule, keep the bead slightly ahead of the tip to eliminate air pockets or overlap that leave an imperfect joint. And it is important to take your time; don’t rush this process.
TROUBLESHOOTING
The following are some common and some less-common issues we’ve seen in caulking and, most importantly, some techniques to avoid them:
Caulk bead cracking
We have noted an increase in complaints by customers who are experiencing problems with caulk separating from wood trim such as crown molding and kitchen cabinets. In some cases, it is not the caulk failing; it is actually a problem with the new wood’s shrinkage and movement due to the varying atmospheric conditions and excessive moisture content. The movement and/or change in joint size is a result of moisture reduction and shrinking of the wood fibers and, most commonly, it results in hairline cracks in caulk beads and painted joints, as well as separation in the panels of doors. When caulk is applied to unprimed new wood, that wood will wick moisture from the caulk while the caulk is trying to cure. The moisture imbalance will prevent the caulk from coalescing properly, resulting in a cracked or separated caulk bead. Priming the new wood substrate prior to caulking can help to prevent this issue.
Paint film cracking
Caulk users have also reported paint film cracking overtop of acrylic caulk beads. Once again, we have found that the problem is not with the caulk.
Today’s paint manufacturers offer many products with enhanced attributes: easy to touch up, washable, mar resistant, and very fast drying. These higher-gloss paints, sealers and primers dry to a hard film that is rigid, and are not designed to flex or stretch. Caulk, depending on the thickness, can take 72 hours or more to fully cure and evaporate the water from its system. As the curing occurs, the caulk naturally shrinks. When the coatings dry faster than the caulk can cure, it puts a lot of stress on the primer or paint film and causes film cracking at the
Be careful not to remove caulk from the joint while tooling or you may leave the bead too small, leading to cracking failure. And never use a solvent when tooling, as that can also diminish the caulking. Once the caulk is in place, tooling will improve both surface adhesion and appearance.
interface of the caulk bead and paint. Allowing the caulk to fully cure before coating is one part of the solution.
The other part of the solution is using a highperformance painter’s caulk. Caulk manufacturers can now formulate unique properties into specialty products designed to help reduce cracking of rigid coatings.
And finally, avoid using entry-level caulks. Though they will save you money, they simply don’t have movement capability. To span wide gaps or move with dynamic joints, choose a caulk with elastomeric attributes or elongation properties.
Plasticizer bleed
Discoloration or paint ‘shiners’ has been noted in certain combinations of paint and caulk. Caulk manufacturers often use plasticizers in their formulations to increase flexibility. If they choose a plasticizer that is compatible with the acrylic polymer, it won’t leach out of the caulk. But, if the plasticizer is not compatible, it can migrate or ‘bleed’ out of the caulk and potentially result in discoloration, stiffening, excessive shrinkage or brittleness.
Additionally, plasticizer migration to the caulk’s surface or through the paint film can promote dirt pickup or mold and mildew growth by merely increasing surface tack such that airborne nutrients stick to the surface.
Today’s technology utilizes internal plasticized acrylic resin, eliminating the need for external plasticizers, and the plasticizer in these resins cannot bleed out. Sealants that incorporate this new technology are considered best in class. Search caulk labels for ‘internally plasticized,’ no paint shiners’ or ‘premium technology’—or contact the manufacturer to inquire.
The future
Owners, contractors and painters demand highperformance products, and many manufacturers today are dedicated to working hand in hand with contractors to develop innovative sealant products that deliver superior performance and value through technological execution. -
Business UNusual
Four pros’ responses to COVID-19
Keeping your pipeline full and crews busy is a challenge in the best of times. And thanks to the ongoing COVID-19 pandemic, the challenge got a little bigger for pros running businesses of all sizes.
We asked four business owners (who are also members of the 2020 inPAINT Editorial Advisory Board) to share how their businesses have been impacted by the pandemic and what they’re doing in response. Representing residential and commercial businesses across the country, the pros’ answers provide an interesting snapshot of the varying degrees of ‘business UNusual’ currently being experienced in the industry.
Larry Marler OWNER
The Works Remodeling and Finishing
St. Louis, MO
Even in the earliest days of COVID-19, Larry Marler took the virus seriously. “My wife is immunocompromised so I wasn’t, and still am not, taking any chances. Our workload is usually 97% interior work year-round. But when COVID hit, I put a lot of projects on hold and made a push for exterior work. Now exterior work represents 65% of our work.”
What, if any, marketing are you doing at this time?
I’m reaching out to past interior customers to say that now’s a good time to get exterior work done, as we’ve put a pause on the interior projects. I’m doing this through a combination of email, followed by a phone call. I know it’s old school but, so far, my close rate using this method has been 100%.
I’ve also bumped up my business presence on Facebook after watching my wife, who is working from home, spending more time than ever on the platform. I figured if she’s killing time there, other people probably are too.
I’m now doing two or three Facebook Live broadcasts a week. I’ve done some howto videos in which I answer a specific question related to home repair; an instructional video on a fine-finishing sprayer; and I’ve started posting customer testimonial videos. The how-tos get about 1,500 average views and the testimonials get around 1,200 views.
How has your bid process changed?
I made changes to the query process on both our website and on Facebook. On the website, there’s now a checklist prospects can fill out with details and the dimensions of the project. I use that information to build an estimate that I email. I follow that up with a phone call and, if it’s got legs, an in-person visit.
Facebook is the same process … prospects get the same seven questions, but automated. I build and submit the estimate and follow up the same way I do web queries.
I haven’t honed the virtual process yet, but I close about 25% of the jobs that come in through the website and Facebook. Even so, I’d like to get better at it so I’m not running around so much.
What changes have you made to your business practices?
I’ve been wearing a mask since day one and we’ve stuck with the practice of wiping down surfaces with Lysol and a rag. And, we do a lot of elbow bumps or nods with customers.
On the business side, I finally hired a business coach. The pause brought on by the virus gave me the chance to focus on our systems, and dive in and fix some things. I can already see how it will pay off.
I’ve also been able to get back to my original plan for running my business, which was this: for every four weeks I work, I’ll serve for one. And by ‘serve’ I mean I help others in need. Sometimes it’s for people who can’t afford a repair or they’re disabled and can’t stain their deck. I did this very early on but as we got busier, it fell away. But I’ve picked it back up and now make a point to build it into the schedule. It’s a good reminder of what matters and, I guess, a good thing that’s come out of a tough time. Nick Slavik PROPRIETOR
Nick Slavik Painting & Restoration Co.
New Prague, MN
For Nick Slavik and his crews, COVID-19 hasn’t had much of an impact.
According to Slavik, the biggest impact they felt since the pandemic started was an eight-week dip in production very early on when his painters sheltered. “I gave them the option to keep working full time if they wanted or to shelter. The entire leadership stayed on during that time and 70% of the crew sheltered the first week and then came back at about a 15% increase over the remaining seven weeks until we reached full strength again at the eight-week mark. The one exception was the week the government checks hit. All of the painters took that week off.”
What, if any, marketing are you doing at this time?
We’re not doing any paid marketing at this time—but then we never do at this time. Our window for exterior work is just so short in Minnesota that we don’t have to advertise for summer work. Frankly, there’s more work than we can handle. The only time I pay for marketing is October through June.
How has your bid process changed?
It really hasn’t. I’ve been doing virtual estimates for three years and pretty much have it down to a science. I’ve actually found my close rate with virtual bids matches my in-person bids or is higher. The process begins with a query on the website, then I ask for photos of the home and project areas. With that, I can turn an estimate out in about three hours. Maybe 2% of customers say they’re not comfortable with a virtual bid but the remaining 98% love it— particularly the speed of it.
What changes have you made to your business practices?
Obviously, we were mandated to adopt a COVID plan, but it’s really just a matter of common sense. Now, when I’m figuring out what I can and can’t do, I first look to the government for direction, and then I look to customers in terms of what they’re comfortable having us do.
Early on, maybe one in 50 customers asked us to wear masks and we were happy to comply. But as of August 1, we implemented a very rigorous policy that mandates mask use 100% of the time while on official company business, as well as practicing social distancing and equipment sanitation.
Dave Scaturro VP & DIRECTOR OF COMMERCIAL DIVISION
Alpine Painting & Sandblasting Contractors
Paterson, NJ
Based just 15 miles east of Manhattan, the early epicenter of COVID-19 in the U.S., Alpine Painting & Sandblasting Contractors was quick to respond when the virus took hold.
“Honestly, it was like time stood still,” says Dave Scaturro. “Ongoing projects came to screeching halt. My brothers and I, who are all co-owners, began having really deep daily conversations, trying to assess the situation. When we analyzed our burn rate—the rate we were depleting our cash pool—that first week, we realized we had to make concessions, and we ended up letting two people go. The next week, we asked salaried employees to take a 25% concession for 30 days.
Early on in the pandemic, Alpine Painting & Sandblasting Contractors started holding virtual team meetings (above) and provided crews and customers with custom branded masks (right).
“Then we heard about the CARES Act and applied immediately at our local bank. As soon as the loan was confirmed, we hired back the two people and restored everyone to full salary.
“Early on, about 75% of our office staff was working remotely to varying degrees. I continued to come in to the office daily. We mandated face masks, and actually had masks and BUFFs printed with our logo that we continue to provide.
“As the situation evolved, we communicated daily with our employees about what we knew and the steps we were taking to ensure their safety. We acknowledged that we didn’t have all the answers, but that we were acting on the information we were sure about. Everyone returned to the office full time June 29th.
“About that same time, we went from being on pause with projects to going fast-forward. May and June ended up being the best MayJune in our history. I attribute that to the fact that throughout it all, we had been reaching out to customers and letting them know what measures we were taking and that when they were comfortable and ready to begin work, we’d be there—and we’d be there safely.”
What, if any, marketing are you doing at this time?
Very early on, we went heavy with messaging related to cleaning and disinfecting. We thought there might be an opportunity for a two-phase offering. The first would be cleaning and disinfecting and the second would be applying microbicidal coatings. We got a few small jobs, but it didn’t amount to much.
What had the biggest impact was personal outreach to customers. We sent handwritten notes along with our logoed masks. We said something like, “Thinking of you at this strange time … hope you’re safe … please use this mask, and if you need anything, call us.” People really appreciated that; they felt like we were in their corner. You have to stay in touch with customers, otherwise they forget you.
How has your bid process changed?
We really haven’t changed anything. I hear a lot of talk about virtual estimates, which may work well for residential projects, but for commercial and industrial work, you’ve got to go on-site. We wear masks when we do visits, we observe social distancing, and we don’t shake hands out of respect. But that’s really it.
What changes have you made to your business practices?
In addition to requiring masks in the office and on the jobsite when we’re within six feet of someone, we’ve installed hand sanitizers in our office’s entry vestibule and throughout the building. We’ve asked employees to respect social distancing and we’ve taken our team meetings online. The biggest investment was an air purification system that includes four scrubbing units.
In addition, if someone feels even just a little unwell, they’re asked to stay home.
COVID is now a regular subject in our project kickoff meetings as well as how to address different levels of customer sensitivity.
Doug Imhoff OWNER
Imhoff Fine Residential Painting
Denver, CO
Doug Imhoff’s team was among the earliest adopters of COVID-safe practices. “We began using masks and social distancing on jobs in late February,” says Imhoff. “They were small, but important, measures. Things got a little more real in April, when our normal workload of 40% exteriors jumped to 100%. It stayed at that level until mid-June.”
Committed to enforcing social distancing among his crew, Imhoff reduced crew sizes on jobs from six to four, but upped the number of active jobs. “It requires a little more logistics but it keeps us busy and safe,” says Imhoff. “And we skipped the whole spring hiring push. We’ve stuck with our usual team of 15 and it’s working just fine.”
What, if any, marketing are you doing at this time?
We added some safety-related information to our website, but we haven’t added any new marketing efforts. Honestly, our best marketing comes from word-of-mouth and referrals. If we’re doing our job right, COVID shouldn’t impact that.
The one marketing change we’ve made is related to messaging. I think now is a great
time to really differentiate your company from others by talking up that you’re a real business with structure, overhead, procedures, insurance, workers’ comp and so on. I’m finding that those conversations about being a company that pays into the system are having an impact that they didn’t have a year ago. Potential clients are looking for some stability and certainty. If you can offer it, you’ve got a much better shot at landing the job.
How has your bid process changed?
We’ve made some minor changes. I’m now much more comfortable coming up with ballpark estimates based on digital images, video walk arounds, and elevations supplied by the customer. Again, these are ballparks; not hard numbers.
And, actually, I’m liking the change. I feel like we’re eliminating a lot of price shoppers. If they get three estimates and I’m one at $10,000 and the other two are at $5,000, I’m not wasting my time driving an hour to and from to look at a job I’m not going to get.
As for previous customers and warm referrals, I go out to the site. I show up with gloves and a mask hanging off one ear so they can see I’ve got all my teeth. I pull it on before going into the home. So far, customers have not been resistant to having me in their space.
What changes have you made to your business practices?
COVID-19 is now a part of our regular company meeting discussions. These take place in our shop and now we’ve got everyone spaced six feet apart, so it pretty much takes up the whole space.
We supply PPE for everyone—including reusable, washable masks—and all the trailers are outfitted with hand sanitizer and a stash of disposable N95 masks in case someone forgets or loses theirs. All our employees wear masks and gloves on all jobs with the exception of some exterior work, where they’re spaced more than six feet apart and no one else is around. We discourage them from sharing tools and we’re doing a lot of wipe-downs on high-touch surfaces. And as we learn more about the virus, we’ll continue to adapt as needed. -
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PRO PICKS 4 pros on stains they trust to enhance and protect wood surfaces
Courtesy of Garrett Painting
1JASON MATTHEWS This Indiana-based pro does his share of exterior wood siding work and log cabin refinishes, and sees his share of smaller jobs like interior doors and railings as well. For decks with no previous coatings, and if the homeowner wants to see the natural wood grain, he has the best luck with a one-coat system: semitransparent, oil-based PPG PROLUXE SRD Wood Finish. *
“It looks great in that first and second year, then it’s ready for a pressure wash and maintenance coat in its third year,” he said.
For log home restoration projects, Matthews turns to the twocoat PPG PROLUXE CETOL Log & Siding Wood Finish. * This offering allows for all the natural wood character of the log home to shine through, but has considerable added protection, almost giving the wood a glossier furniture-like look. He then finishes with PPG PROLUXE CETOL Maintenance RE Wood Finish * in clear satin for further protection.
For cedar siding or for decks that have a solid finish on them, Matthews likes the great color variety he gets from Benjamin Moore ARBORCOAT Exterior Stain. He says it dries and looks “like a flat house paint” and does a great job of resisting color loss from the sun.
Matthews has also used Sherwin-Williams SuperDeck Exterior Waterborne Solid Color Deck Stain with the same success. It can last for five to seven years and protects the wood better than a translucent or semi-transparent coating, he says.
OUR PROS
1
JASON MATTHEWS
2
RON RICE
3
MARYLIZBETH ELMS & STEPHANIE KEITH
MS Paint Facebook.com/MSPaint31
4
HAYDEN CROXALL
Croxall Painting Company CroxallPainting.com
Wood adds a beautiful touch to any home, regardless of whether it’s a rugged log cabin look, the subtle addition of a railing, or a stunning entry door. Wood, however, requires upkeep in order to maintain its beauty and character, as well as the thoughtful understanding of a painting professional who knows which stains to use on it—and when.
Here, we tapped four pros around the country to learn about the types of wood projects they typically deal with and the stains they turn to that make them look great.
2RON RICE This San Diego-based pro deals with surfaces exposed to harsh saltwater air as well as inland jobs where dry, hot desert air offers its own unique punishment for wood surfaces. Rice turns to Old Masters gel stain for all types of wood on interiors and exteriors. The highly pigmented oilbased stain offers tremendous color variety for the pro. “I find it very easy to manipulate the depth; I can make things darker and lighter, depending on the need,” he said. It can be used on fiberglass, metal and composite surfaces as well.
Rice also turns to PPG PROLUXE SRD Wood Finish for exterior wood doors. “It holds up really well on exteriors and it’s incredibly easy to use. I can take the worst-looking door and make it look fantastic,” he added.
Rice will also use Minwax Water Based OilModified Polyurethane as a go-to for interior doors and cabinet work. Being water-based, it’s lower odor than a solvent-based polyurethane and dries very quickly. “It’s one of the easiest to work with and one of the hardest-drying finishes out there,” Rice added.
HOLDS 700 + LBS
Jason Matthews used PPG PROLUXE CETOL Log & Siding Wood Finish and PPG PROLUXE CETOL Maintenance RE Wood Finish to bring beauty and protection to this home.
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3MARYLIZBETH ELMS & STEPHANIE KEITH These Austin-based paint pros see their share of decks and fence refinishing work, and they are partial to Sherwin Williams SuperDeck Exterior Waterborne Solid Color Deck Stain.
“In Texas, we have a lot of intense sun that’s really rough on decks. With SuperDeck, it wears evenly and it’s ready to be redone every few years,” Keith said.
For doors, the pair like the ease of use and durability that Minwax Water Based OilModified Polyurethane brings. It’s easy to sand and offers a nice, even color, Elms added.
Hayden Croxall completed the ceiling and door in these photos with Minwax Performance Series Tintable Wood Stains.
Courtesy of Ryan Dugger, Creative Revolver
4HAYDEN CROXALL This Chattanooga-based pro likes the performance of Ready Seal Wood Stain and Sealer for fences and decks. He prefers its ease of application and how it naturally brings out the wood grain.
“You can spray it on and not worry about drips or puddling, and it’s oil-based so it penetrates better. It’s durable, and the reapplication process is very simple, too,” the pro noted. “You don’t have to jump through any hoops with it, either. You can just pressure wash, then reapply every couple years,” he said.
If he’s needing a semi-solid or solid stain, he’ll turn to Sherwin-Williams SuperDeck Exterior Waterborne Solid Color Deck Stain for decks and fences. For doors, Croxall prefers Minwax Performance Series Tintable Wood Stains, particularly for how easily you can match shades and color tints using the product.
For exterior siding and log homes, he turns to Sherwin-Williams WoodScapes Exterior House Stain. The durable formula comes in solid and semi-transparent formulas, and is known to withstand time.
“I’ve seen people go 10 or 12 years between coatings. I tell them they should recoat about every seven, but it’s one of the more durable products out there and people will go a lot longer, and it still looks really good,” Croxall added. -
This elegant 1912 four-level historic Colonial interior and exterior restoration required 210 gallons of 7 different coatings and 675 hours to complete.
A strong company culture and willingness to adapt are keys to 30 years of success
For the past 30 years, John Shearer has built a reputation for excellence in the residential repaint world in Seattle, WA. Operating with the same leadership management team since 1990, his company, Shearer Painting has tackled some of the city’s most prominent and historic buildings.
“Painting is my life’s work. It’s the only job I’ve had as an adult and I really like it,” says Shearer. “A lot has changed since I started, but painting will always be necessary. Good painting really isn’t complicated, but it takes discipline to do it right. I was fortunate in my early years to have a number of older contractors take me under their wing and show me what ‘good’ looks like. Their mentorship really helped me grow my business into what it is now. And, in turn, I make an effort to try and do the same thing for other paint contractors.”
QWhat are the most important aspects of your company culture
and how do you maintain them?
There are three things key to our culture: respect, honesty and craftsmanship.
RESPECT is respecting customers’ privacy and property. It also extends to respecting customers’ sensitivity to having people in their private space and working on their property. I preach to my crews to cut customers a lot of slack. The situation our presence creates—even though they brought us there—makes some people nervous, so they can get edgy or testy. We have to not judge that but, rather, respect how they’re feeling and do our best to make them comfortable.
HONESTY obviously involves telling the truth but, really, it goes a lot deeper.
That is, when you make a mistake, don’t try to cover it up. If you’re late to work, you accidentally break a window, or things just didn’t turn out the way you want them to, honesty is the best policy. I try to be honest with my employees—sometimes I’m too brutally honest. But I’m not trying to run a county fair where everything’s fun and games and don’t worry about it. I’m trying to provide a service for customers and honesty is key to providing that service and building a relationship. And not just customer relationships, but also relationships with and between managers and coworkers. We all need to be there for each other and being honest with each other is key to establishing that trust.
As for CRAFTSMANSHIP, we put hard work and expertise on a pedestal; and I really lump those two things under the heading of craftsmanship.
The truth is, not everyone can be trained to be the best hand brusher, spray guy or faux finisher. But everyone can work hard, and that’s just as important.
The majority of paint projects is prep work—site protection, caulking, etc. We need a lot of worker bees.
The Shearer Painting team brought out the beauty of this walnut staircase with a combination of wood conditioner, dye, stain, and a final brushing of Fine Paints of Europe Marine Yacht Varnish.
Without them, even the best finish guys can’t do their work to the best of their ability. So we consistently recognize, reward and praise hard work.
I have a lot of people who have worked with me for a long time and it’s because they value what I value: respect, honesty and craftsmanship. It’s not a mystery. We talk about it all the time. I can tell you that if someone doesn’t advance in our company, it’s because they’re lacking in one of those three things.
QHow do you parlay networking to build your brand and business? Networking is and always has been very important to building our brand and our business. While I always did it, I really only got good at it once I figured out my networking sweet spot.
In the past, we’ve been involved in Historic Seattle—a group of architects and designers who are interested in the preservation of older buildings in the city; the Seattle Art Museum Sponsors—a group of volunteer museum supporters; and Play for P.I.N.K.—a local breast cancer golf tournament run by an influencer and well-connected person.
In a very sincere way, I believe in what all three of these organizations stand for and are aspiring to do.
So, in terms of networking with them, I basically have put my money where my mouth is. If they came looking for money for their cause, I wrote a check … sometimes $1,000, sometimes $5,000. The donation and support both build goodwill. These are people who you normally wouldn’t be able to get on the phone but, with that donation, they were suddenly asking me what they can do to help me.
I can’t say this is a strategy I started out with. I really couldn’t have afforded to write those kinds of checks. And I did participate in different, more formalized, networking groups, but they really weren’t very effective in helping me establish our brand. But what I’m doing now is working to establish recognition and loyalty within the market where we thrive.
QWhere do you look for inspiration on how to improve your company? I’ve been at this for 30 years. In that time, not only has the business changed a lot, but so has consumer behavior … everything from how they find you to how they write online reviews and what their expectations are in terms of service.
Throughout those year and changes, I’ve continually looked for companies that really excelled at service. I try to use them as my benchmark. Sometimes they’re a great service contractor in my city in another trade, or they’re painters like me that I might meet in a trade organization.
I make an effort to engage in conversations with them and ask about what practices or tools they’re using to do
The Shearer Painting team tackling the all-important task of surface prep, key to ensuring the quality and durability of the finished project.
things more efficiently or effectively. Not everything I hear about works for our company, but some of the ideas I’ve ‘borrowed’ have really had a major impact.
QWhat changes are you currently making that you think will have
a big, long-term impact?
One thing that’s completely changed our business is the use of Workplace from Facebook. It’s basically a social network just for your business that allows people to connect as teams or even one-on-one. The first social network we started with was Yammer, which I actually learned about by networking with companies outside of the painting world. I saw something good and decided to implement it in our business.
We later switched to Workplace for a variety of reasons but, like Yammer, it provides a means for everyone to be connected, even when they’re working remotely. We create groups, chats and rooms for different jobs, training or even things like onboarding. We do live video, post photos, and people can ask for help and get it quickly and easily.
I think it’s really contributed to keeping our culture strong even when we might not all see each other on a daily basis. In the summer, there might be a few people in the shop, but then we could have crews spread out around in the city in up to 10 jobsites. Through Workplace, we still manage to feel connected and people stay engaged.
I think back to the mid-’90s, early 2000s when cell phones really started coming onto the scene. A lot of owners had ‘no cell phone’ rules. Even now, some owners aren’t always keen on seeing their crews looking at their screens. What we did was recognize that smartphones are what’s happening and we embraced it. One of the nice things about switching from Yammer to Workplace is that we don’t have to train anyone on how to use it. They’re already on Facebook so they know how to use Workplace. - JOHN SHEARER started his business in 1990 after graduating from the University of Washington in Seattle. He has served on the PCA Standards Committee since 2014 and was named to the inaugural group of Master Certified Fine Paints of Europe (FPE) Contractors. He has presented to each annual FPE certification class in Vermont since 2013. ShearerPainting.com
