Subcontractor vs. employee is something we have been talking about more and more lately, especially as the painting industry continues to shift.
Right now, customer satisfaction and overall customer service are declining. This is not new, but more people are starting to notice it. For a long time, we have known that we could win business simply based on our values and how we treat people. That is becoming even more true today.
A big reason for that shift is the growing number of painting companies moving to a subcontractor only model. From a business standpoint, it works. It allows companies to protect their margins and scale more easily. But it often comes at the expense of the customer experience.
The Rise of the Subcontractor Model
In today’s painting industry, many companies are focused on securing contracts first and then finding someone to complete the work.
A company might sell a $10,000 project and then hire a subcontractor to complete it for $5,000. At that point, the subcontractor handles everything on the job while working within a very tight margin.
That includes:
- Completing the work
- Managing the customer
- Handling any issues that come up
When you look at it that way, it is easy to see how the standard often shifts. Instead of working toward a consistent company standard, the focus shifts to what the customer will accept.
Where the Customer Experience Breaks Down
This model also creates a disconnect during the project.
The person doing the work often isn’t the one who had the original conversation with the homeowner. They may not know the full scope of what was discussed in the estimate, and they often cannot make decisions on the spot.
That can lead to situations where:
- Questions have to be passed back to the original contractor
- Changes or adjustments are delayed
- Extra work becomes a point of tension
In the end, the experience becomes less consistent and more reactive.
A Different Approach
We have chosen to do things differently.
At Jeff Bryant Painting, we focus on people. We hire employees, and we invest in them. That means training, building a strong culture, and creating systems and standards that allow us to deliver a consistent experience.
When a team is trained and aligned, they understand the expectations. They know the details of the project, and they are able to respond in real time without needing to pass everything back through a middle layer.
Consistency comes from leadership and structure, not from hoping each individual project works out.
For a closer look at our approach, Jeff breaks it down in the video below.
Why This Model Costs More
There is a real cost to operating this way.
Every $100 we pay in labor actually costs closer to $120 when when you factor everything in. On top of that, there are meetings, training, and the ongoing effort it takes to maintain a high level of service.
We are choosing to carry that cost so the customer experience does not suffer.
When we need to do something differently, or more time and attention are required, we handle that. The goal is always to protect the relationship with the customer and deliver the best possible result.
The Order of Priority
At the end of the day, it comes down to priorities.
In many subcontractor based models, the order tends to look like this:
- The company
- The subcontractor
- The homeowner
In our model, we have flipped that:
- The customer
- Our team
- The company
That means we take on the challenges so the customer does not have to.
Raising the Standard in the Painting Industry
We know this is not the easiest way to operate, but we believe it is the right one.
We are committed to continuing to improve the experience and raise the standard in the painting industry, even when it requires more from us.
Not Sure What to Look for in a Painting Company?
Choosing a painting company is about more than just price.
It is worth asking a few simple questions:
- Who will actually be doing the work?
- How are they trained?
- How is communication handled during the project?
Those answers show you what your experience will look like.
If you are planning a project and want help thinking through your options, we are happy to help. Reach out to our team to talk through your project or get a free estimate. We are here to make the process simple and stress free.
