Too many customers hire painting contractors who have bad attitudes. We’ve heard stories about contractors who would rather talk than listen or who take over the entire home while the project drags on.

So we were pleased to learn about customers across Marin County praising Ross Painting in San Rafael CA for an amazing customer service attitude. They said things like, "They were responsive to our concerns, flexible and customer-oriented," and, "Their crew was very friendly, clean, and neat."

Hiring Excellence

Dan Ross’ outlook keeps his company on the forefront of their trade. "I am a servant kind of person," he says. "I like saying yes and I like helping people. My job is to make my customers happy and to find what our business can do to make their goals happen."

As a homeowner, Dan knows what it’s like to rely on a painting company. "When I work with a contractor, I want someone who is honest," he says. "I have to be comfortable with them and I don’t want to worry that they are taking advantage of me. Our customers are looking for that same peace of mind, so we are careful to deliver on our promises."

No one wants to pay their painter or his employees to goof around or take long breaks. Dan Ross says his crews understand they’re on the job for a reason. "Customers should get what they pay for, and we owe our customers hard work," he says. "Our employees know their job is to do quality work and get it done on time. Customers hire us for our effort, and if by working hard we can finish ahead of schedule, that just means our customers get their home back faster."

According to Dan Ross, there’s no secret to building a reliable crew that exceeds customer expectations—just a habit of hiring excellent help. Since they started in 1986, Dan says Ross Painting has hired only the best painters in Marin County. "Some of our painters have been with us for 10 and 12 years, and the rest have been here for at least two years," he says. "They are all meticulous, ethical, honest and hard working. We aren’t the kind of painting company that hires just anyone. We know we have to hire guys who have good characters if we want great workers."

Customers say Dan Ross and his employees do what it takes to keep them happy. A customer named Brian said during a research phone call, "They were able to work with my budget, able to accommodate changes in color and they were able to go beyond what we had thought." Sarah said, "They were easy to work with and were very accommodating." And Robert said, "They were responsive to our concerns and flexible. They explained things well."

Surveying the Progress

Customers don’t have time to keep tabs on the everyday details of the painting project, and Dan Ross doesn’t think they should have to. Accountability from Ross Painting helps every job run smoothly and allows them to cater to customer requests. "We have a foreman on every job who supervises the crew, and the field supervisor makes sure the work is right and on time," says Dan Ross. "Our foremen and supervisors consistently inspect the work, and my chief estimator and I regularly visit each job site so homeowners can feel secure that progress is being made."

Chris Brown, Ross Painting’s chief estimator, has been with the company since 1998. "He is the backbone of our organization," says Dan Ross. "He’s been painting since he was 17, he has a background in owning a business and he is an awesome worker with a lot of experience. He has so much to offer our customers."

Ross Painting is also committed to communication. A welcome change from most painting contractors, Ross Painting has an office staff available every weekday from 6 a.m. until 6 p.m. to help customers and set up appointments. This means there is always someone to answer the phone, so customers can be assured they’ll talk to someone live, rather than be forced to leave a message and be ignored like with many other painting contractors.

Dan Ross and his wife have been married for 26 years. The couple lives in Novato CA and they have two daughters, one of whom worked as office staff and courier for Ross Painting as a teen. Dan’s wife is a bookkeeper who helped get the company off to a solid start with her accounting skills.

Along with spending time in Tahoe and touring wine country, The Rosses enjoy spending time on the beach and visiting with family and friends. They also use Dan’s painting talents to give back to their community, updating offices, classrooms and bathrooms at local schools.

According to Plan

Some painting contractors put together flimsy proposals that leave customers and staff unsure of project details. Ross Painting makes the effort to be thorough. "We create a detailed proposal that explains the scope of the work from start to finish," says Dan Ross. "It tells exactly what we are doing and the customer can see the entire project plan."

The crew also knows the plan. "On the job, the supervisor has a copy of the proposal," says Dan Ross. "This means the crew knows and will do the job to the exact specifications we’ve arranged with the homeowner. Having everything in writing avoids miscommunications and speeds up the entire process. From beginning to end, there’s no wondering what customers expect."

Customers needn’t wonder what quality of materials Ross Painting will use because they only rely on the best products. "With paint, you get what you pay for," says Dan Ross. "We know that only top-of-the-line paints have the quality finish, color retention and durability our customers deserve."

Ross Painting even approaches project clean-up in a customer-friendly way. "We take all of our trash with us so we don’t fill up our customers’ garbage bins, and we dispose of our waste with EPA-approved companies," says Dan Ross. "When possible, we can filter the air in your home with special filtration systems that remove pollutants and bring in clean air. Zero-VOC paint also helps eliminate odor." That means less paint-factory smell and easier breathing for your family.

During a research phone call, a customer named Tim said he’d worked with Ross Painting for more than 15 years. What is it that keeps him coming back? "Their efficiency and ability to follow up on a job," he said. "They are willing to come back from time to time without charging the client. They have a good follow-through."

Avoid working with painting contractors who don’t put your needs first. Customers attested that Ross Painting in San Rafael CA takes customer service seriously, and that their top-notch employees, careful attention to detail and emphasis on meeting customer requests show their service-minded approach to the painting trade.

"I want to thank you for all the great work that you did on this project as well as your team. You really were the superstars on this project making things happen and really working with the client and Van Acker. I appreciate all that you did and look forward to working with you on future projects."

-Project Manager
Construction Management Company
$7 Million Pacific Heights Remodel

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"I have used the services of Ross Painting for both commercial and residential projects for the past 19 years. Over the years I have watched them grow from a hardworking entrepreneurial painting company to one that is capable of servicing any individual or company’s needs in the Bay area.

I have had Ross Painting do both residential and commercial work for me. They have painted several of my personal residences as well as a hotel that we own in Berkeley. Each experience with Ross Painting has resulted in total customer satisfaction. They do excellent work, are well organized, clean and are very sensitive to customer needs and desires. Their prices have always been both competitive and fair. I will continue to use them for all of my future painting needs and would recommend them very highly for both home and commercial projects."

-D. Turner




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"Ross Painting was contracted to paint the exterior of our three story office building in Novato. We are delighted with the work that Ross Painting did. They worked cleanly, kept a tidy job site and consistently handled every detail of the rather complex painting job with expertise and professionalism. Chris Brown (the manager) kept in contact with me throughout the project, which is always so helpful. Chris is competent and a very professional man to work with. His painting crew were great to work with also. 

The contract was performed on time and for the amount quoted. The finish job is excellent and our building looks beautiful. Ross Painting is a great painting company, I recommend them highly and will continue to use them on any future painting contracts."

-M. Rivers

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"We are thrilled with the results! The railing looks great and the paint job is fabulous. The painters did a super job and we really appreciate it. Thanks for hanging in there with us and ensuring that the project was brought to a successful completion!"

-H. Steinberg

 




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The following are verbatim comments given during research phone calls to randomly selected customers:

"They’re professional, detailed oriented and they do the job right the first time." – Ed G.

"They were dependable, the price was good and the quality was first class." – Eric M.

"They were responsive to our concerns and flexible. They explained things well and are customer- oriented." – Robert M.

"Someone was always on site supervising and available for questions and comments." -Patricia S.

"We trust them in our home."
– Edward & Leslie L.

"On time and quality of work" – Alten Construction

"They were easy to work with and very accommodating" – Sarah R.

"Very professional, clean, no radio blasting"
– Jennifer C.

"Professional, detailed oriented. They never have to come back for repairs, it was done right the first time" – Ed G.

"Did great work, good crew, nice guys" – Gloria

"Follow up" – Tim K.

"They were able to work with my budget, able to accommodate changes in color, they were able to go beyond what we had already thought" – Brian A.

"Dan is great, amazing" – Marc L.

"They do what they say they are going to do" – Sylvia R.

"Quality, guys did a great job. Chris was a great guy" – Susan N.

"Quality of their work"
– Melin Charles General Construction

"They are real professionals, they know what they are doing, instead of just getting it out of the can and put it on the wall" – Bob B.

"Accommodating" – Sunrise Homes

"Dependable, price good, quality of work first class" – Eric M.

"Their workmanship" – Anne J.

"Liked working with Chris and the quality of workers" – Dan C.

"Danny" – Lisa D.

"Helpful, reliable, cute" – John F.

"Attention to detail" – Jennifer B.

"Professional and quality" – Cam F.

"They had enough people to get the work done. Workmanship was professional" – John H.

"Very professional, neat, pleasant dealing with them" – Steve P.

"High-quality work, they were efficient"
– Rona S.

"Just everything, I’ve known Dan for years, we get everything we ask for, I like the follow-up, just right track" – Patrick S.

"Very personal, work change was handled very easily, they were on site a lot checking things" – Nancy S.

"Professional" – Greg S.

"Thoroughness, professionalism, the people themselves, quality of the work" – Shelby V.

"Attention to detail" – Jim P.

"Reliable" – Fred K.

"I trust them in my home" – Edward L.

"They were responsive to our concerns and flexible. They explained things well, they’re customer-oriented" – Robert M.

"They were timely. They did what they said they were going to do and got out" – Len P.

"They kept their finish date" – Elyse P.

"They follow through, they follow up on quality and repair things that need to be repaired or done over" – Robert R.

"Responsive" Annette T.

"Thorough prep job, very nice to work with, the workers (Spanish guys) very nice"
– Jenny H.

"Easy to work with, I like Dan, told them what I wanted and they did it" – George J.

"Everything" – Barbara F.

"Guys who work there" – Mac C.

"Easy to work with, they back up their work, if problem arises they will take care of it"
– Rich D.

"Show up everyday that they say they are going to show up" – Guillermo M.

"The foreman was very professional and dedicated. Staff was committed" – Dominic S.

"Professional, efficient" – Jill C.

"The interaction with them; they were approachable, honest, they followed through well" – Anne H.

"Danny" – Linda F.

"Chris Brown was a nice guy to deal with"
– Jack P.

"Customer service, they took care of the problems they had, without arguing"
– Douglas P.

"Efficient, clean and good follow-up. Some problems, however, in debate" – Catherine R.

"Quality" – Carlos S.

"Someone always on site supervising and available for questions and/or comments"
– Patricia S.

"They bend over backwards, Chris is good, answers my needs" – Michael R.

"Did the job, satisfied" – Barbara W.

"Kept everything clean, doing a need job"
– Leslie B.

"Customer service. Comfortable with Dan and all the other foreman" – Julie S.

"Did a good job keeping everything clean"
– Shana S.

"Their willingness to resolve and get the job done" – Caletti Construction

"He’s personable" – Tim H.

"Workers were great. Respectful" – Don T.

"Good communication" – David W.

"Quality of the painting" – Adams & Co.

"Danny Ross" – Jennifer H.

"The painters were good" – Jim S.

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