The late Bob Briner, author of Roaring Lambs, taught me the most important words you can say are thank you. I knew from years of reading the Bible and associating with thankful people that giving thanks was important, but Bob, a successful businessman, emphasized gratitude in the workplace.

In my 38 years as a Lansing-based painting contractor, customer-expectations for a finished product have been all over the map. From the warehouse owner who just wants his space brightened up with a quick coat of paint, to the home owner who with flood lamp in hand looks for flaws, it can be a challenge for painters to know exactly what to do.

One thing that differentiates the painting industry from other types of businesses is its lack of professionalism. By this I don’t mean that there aren’t many highly skilled painters in the market—because there are; being a great painter, however, does not make one a good business owner.