Because I am a gigantic honking sap, one of my favorite commercials is that Liberty Mutual ad where one good deed flows into the next: the woman stops the guy from crossing against traffic, that guy helps another guy pick up his suitcase from a baggage carousel gone mad, the next guy gives $50 to a Greenpeace canvasser, and so on and so forth.  It's an oddly literal and simplehearted advertisement for our historical moment, and I think that's probably part of the reason it works so well, or at least why it resonates so clearly for so many.

And in that transitive vein, at Catchlight we endeavor to be the helping hand as often as possible.  This is both the easiest and the hardest order of the day: we demand incredible precision and high-end work from our painters while at the same time reminding them that smaller gestures like taking out a customer's trash or bringing in their mail will quite often make the most lasting and far-reaching impression.  At the risk of sounding immodest, our painters are true craftspeople (by dint of their own skill, hard work, and our continued training); asking that they focus their energies just as concertedly on customer service as they do on second coat protocol can sometimes feel like telling Laurence Olivier to show up a half hour early to hand out programs in front of the Old Vic before starring as Hamlet.

And yet, that is exactly what we ask.  We trust you'll appreciate our effort and commitment to exceeding your needs and expectations, and I'd invite you to take a look at several of my favorite customercentric blogs and onesheets linked below.  We'd love to hear what you think...just how might we exceed YOUR expectations of the typical painting contractor?

Kim Proctor's excellent ongoing work on powerful customer experiences

Enterprise Rent-A-Car's Culture of Customer Service

Jeanne Bliss and the Chief Customer Officer concept (pdf)

Justin Keane, Director of Operations