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Learning From Your Customers

You see those comment cards on almost every table at family restaurants, but after leaving the same comment time and time again you find yourself wondering “I can’t be the only one who thinks that cold coffee is unacceptable, can I?”

Any good business knows that it is important to know what your customers want. Countless business strategy books recommend asking your customers what they want to see from your company and strategizing how to change; but how many businesses, especially small businesses, actually do this? And how many plan their next years strategy around responses?

One local company, Wolfgang Commercial Painters, does. “Every year we survey our customers in an effort to improve our service. We enquire about the quality of our work, service and our people. Thankfully our wonderful clients take the time to answer our questions” says owner David Notte.

This year, listening to their clients means taking a huge financial risk for Wolfgang. “Our customers suggested that Wolfgang should work to become more consistent. Specifically, we need to start and finish projects in a more timely fashion” says David. “That’s why for 2011 Wolfgang Commercial Painter will be offering a ‘Start and Finish’ guarantee. In short, we guarantee to start and finish your project when promised or you get 5% back.”

Commercial painting is a highly competitive business and giving away 5% of hard earned profits can be a hard pill to swallow for any company. It is especially risky in a business that is so weather dependant and seasonal. As David says, “Improving our service is important and this guarantee gives our customers another compelling reason to buy from us… We thank our customers very much for the feedback and helping us to make Wolfgang a better company”.

Wolfgang Commercial Painters is a major commercial painting company located in Burnaby BC. They have 5 employees and have made Business in Vancouver’s Fast 100 list the last 2 years running. Both owners are active members in EO as well as their communities.

Erin Gray

About the Author: Erin Gray

Erin Gray is the Office & Marketing Manager/Finance Assistant for Wolfgang Commercial Painters, one of Vancouver's top commercial and strata painting companies. On a daily basis she could be responsible for doing back end maintenance on the website, organizing marketing campaigns, building videos for the website, paying suppliers and painters, collecting on outstanding invoices, ordering office supplies... just about anything that needs doing to keep the office running smoothly.

Wolfgang Commercial Painters

Call (888) WLF-GANG or email

Street Address:

112- 4268 Lozells Ave. Burnaby, BC, V5A 0C6