Stirling Painting & Renovations

"To all Angie’s List Members and Guests, We take our reputation very seriously and strive to achieve the highest standards of customer service. I have never posted a reply as I respect all Angie’s List members’ opinions. But I felt this report warranted a reply. Over three weeks ago, on a Tuesday evening, I scheduled an estimate for the following afternoon. That morning, after looking over the latest schedule as well as the latest 10-day weather forecast it reminded me to check the exterior estimates I had scheduled that week. I could not recall, specifically, if I had discussed scheduling expectations with this particular member when we scheduled the estimate. At this time of the year exterior estimates are normally for projects to be completed the following year. My number one concern is that I did not want to waste the member’s time or give false expectations I could not meet in terms of being able to complete the exterior project this year. I simply wanted to notify him that if it was essential the project be completed this year I could not – in good faith – make this promise. With the amount of inclement weather we have received this last month our exterior schedule became very tight. I explained we would of course be able to complete any exterior projects in the Spring of next year. His immediate defensive reaction made me realize I had miscommunicated my intention. I apologized and suggested I come out regardless so that, at I minimum, he had another quote he could compare others to. He agreed. 10 minutes later he called to say I shouldn’t come at all and that I had bothered him by telling him in advance it was likely we could not schedule any more exterior projects this year. Once again, I apologized for our previous miscommunication and explained that I thought it was the right thing to do notify him of scheduling expectations in case I did not do so the evening before. Once again, we take our reputation very seriously and strive to achieve the highest standards of customer service. I have never posted a reply as I respect all Angie’s List members’ opinions. But I felt it was important to describe, in chronological terms, what had occurred in this case. While I am disappointed this report suggests otherwise, I am intent on using this as a lesson and will recommit myself doubly to the standards of communication and client relationships our company values so much. This is a promise to all Angie’s List members and beyond. Sincerely, Andy Grason Co-Owner, Stirling Painting and Revovations"