Many businesses operate on an implicit philosophy, rather than one that is clearly identified and stated. I believe that an explicitly stated set of principles is . . . → Read More: The Double Service Guarantee™]]> The Double Service Guarantee™ is a summary of our business philosophy. It is a statement of the values that guide our actions, both internally and in dealing with customers and vendors.

Many businesses operate on an implicit philosophy, rather than one that is clearly identified and stated. I believe that an explicitly stated set of principles is imperative for business success. This allows the business to clearly identify its goals, as well as the means for achieving those goals.

Perhaps more importantly, this allows for short-term and long-term goals to be integrated. A business that focuses on the short-term will often engage in activities that are detrimental to its long-term goals. Not only is this destructive to the business, it can also be harmful to its customers.

Too many businesses (and the construction trades are infamous for this) view the customer as an antagonist. Rather than recognizing the mutual benefits involved, they seek to victimize their customers through dishonesty or deception. I believe that the best interests of any business are served by recognizing and meeting the best interests of its customers. In other words, the transaction between a business and a customer is mutually beneficial.

I have been in business for more than 24 years, an accomplishment that is possible only by treating customers honestly and fairly. It is an approach that has served me well in business, and in life.

Satisfy – meet the customer’s expectations
Exceed – exceed the customer’s expectations
Repeat Customers – seek to develop repeat customers
Value – provide superior value to the customer
Image – create an image of professionalism
Conscientiousness – do the best we are capable of doing
Excellence – never accept any less than excellent

Safety – create and maintain a safe working environment
Education – strive to educate ourselves and our customers
Responsibility – take responsibility for our actions
Veracity – always deal with customers and others honestly
Integrity – act according to the principles of our guarantee
Character – strive to create a character of high repute
Esteem – take pride in our work

Some of these problems can occur while the job is in progress, which . . . → Read More: Uncommon exterior paint problems]]> Many problems associated with paint—such as peeling and flaking, chalking, and mildew—are common. These problems are typically a normal part of the aging process of paint. However, uncommon paint problems often appear suddenly, and their unusual nature can make them a source of concern.

Some of these problems can occur while the job is in progress, which creates some anxiety on the part of the customer. However, an understanding the cause of these problems and how they can be resolved can greatly diminish those concerns.

One of the more unusual problems is “re-wetting”. As the name implies, this involves a paint film that appears dry turning back to a liquid state, or re-wetting. The cause is cool, humid weather.

While most exterior paints are weather-proof within hours of application, cool, humid weather can slow this process. The surface of the paint film may appear dry, but the paint under the surface remains liquid. Given the right conditions, such as the temperature reaching the dew point, the surface of the paint can return to the liquid state.

Re-wetting has no impact on the performance of the paint. However, it can create issues with the appearance of the paint, as runs and sags may result. Fortunately, these can usually be corrected simply by using a roller or brush to spread the paint.

Re-wetting usually occurs in the late fall and winter. Monitoring weather conditions—and stopping paint application when conditions warrant—can help prevent re-wetting.

A second uncommon problem—surfactant leaching—can occur under similar conditions. This occurs when surfactants in the paint rise to the surface of the paint and are deposited there. When they dry they can leave unsightly streaks. Again, these have no impact on the performance of the paint.

Surfactant leaching can usually be corrected by lightly washing the area and repainting. In extreme cases a coat of primer may be required to prevent the stain from bleeding through the subsequent coat.

A third uncommon problem—the formation of bubbles—can occur when fresh paint is subjected to rain. This typically happens within the first twenty-four hours of application, and usually requires a relatively heavy rain to occur.  Such rains can force water into the paint film (latex paints are permeable by water, particularly before fully curing). When the water gets trapped between the paint film and the substrate, a bubble can form.

Small bubbles will usually correct themselves as the moisture migrates out. More severe bubbles may need to be broken to allow the water to escape.

The ideal way to prevent these problems is to avoid painting when conditions might be favorable for their development. However, this is not always possible or practical. Sudden rain storms, for example, cannot always be predicted.

While unsightly and a cause for concern, all of these uncommon problems are easy to correct. Perhaps most important, none have an impact on the performance of the paint.