As much as we hate to admit to making mistakes, I am really proud of the response we received to this one. A little over a year ago we finished up a project that was really fun to work on and ended up featured in “Treasure Magazine”. The customer was awesome, the contractor and subcontractors were top notch, and the pictures at the end of the job were beautiful. But there was something wrong hiding under the surface.
We had received some bad advice to thin our paint with a product that turned out to be incompatible with what we were spraying. The issue was not apparent at first. The job looked great when we wrapped up, but within a year there were a few spots on the cabinets that showed wear from day to day cleaning. The customer did call back, but not for what you would think. They did not call back about the finish, but rather to get a bid on some additional work. While we were out there giving a bid the issue with the paint was spotted and we knew something was amiss. What happened next is the reason I will admit to making mistakes.
Brian came back to the shop and he let us all know the situation. After a quick conversation with the paint supplier, everyone in our shop agreed that the right thing to do was to refinish the entire job at no cost. It was a lot of work and it took some time to figure out a process to correct the bad advice, but we all knew it was the right thing to do. In the end the customer has a much more durable finish than before and was happy enough to write us a glowing review.
The big takeaway of all of this is that we work in an industry where mistakes happen, and bad advice can be given, and unforeseen situation will arise. So the real question is, how confident are you that your cabinet company will make the right choice when it counts?
Photo Credits: Darin Oswald – Idaho Statesman