The Heart of the Franchise: Unlocking Painter Loyalty and Engagement.

CertaPro Painters: Developing a “Painter-centric” Strategy

Context
CertaPro Painters, North America’s largest painting company with more than 350 independently owned and operated franchises across the United States and Canada, wanted to better understand what drives employee satisfaction and retention. The goal was to identify what makes certain franchises “painter-centric,” creating high engagement and loyalty among painters and staff, and to use these insights to strengthen success across the network.

Our Role
Colab led a program development research process that involved people at all levels within participating franchises, including owners, production assistants, general managers, and painters. Through qualitative interviews and comparative analysis, we identified clear patterns and key factors that contribute to strong retention and satisfaction.

Outcome
The findings informed the creation of a company-wide Coaching Guide for Painter Centricity, which became a cornerstone of CertaPro’s larger Painter Centricity Strategic Change Initiative. The process highlighted effective practices that support thriving franchise teams and provided a foundation for organizational learning and continuous improvement across the CertaPro system.