Mark Golden on Paint

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26 September, 2014 (10:48) | Community

Getting our customers feedback has made all the difference in the world to this Company. Sometimes, truly, it hurts. I was just looking back to comments on this blog from a customer who responded in 2007. They were so disappointed with the custom work we had done for them as many of the containers had opened up in shipping and spilled their contents. Even though this was seven years ago and the response was quick to resolve the issue, it didn’t matter. I still had the same anguish when re-reading it as I had when it occurred. I’d love to delete these off the site, but then it serves us all here as a reminder that mistakes will happen, and it is up to us to respond quickly and appropriately to recognize, admit, resolve and fix. This is what we want as consumers and nothing less should be expected of us as providers.

Our Materials Support Specialists respond to close to 14,000 emails, phone calls and letters a year. They provide a global lifeline to artists who are often working in isolated studios trying to make all sorts of things work, from the expected and traditional to pure alchemy. We are delighted as we receive the gifts of the many compliments for our work and product. But it is the failures… when we fall short of expectations in your eyes that also need to be carefully received as gifts as well. For every customer that speak up about an unexpected or failed result, how many customers simply don’t respond at all and simply dismiss the issue as either their fault or that it is just a poor product.

The value of our Materials technical team is realized when our customers are willing to share what is not working before assuming that no help is available to resolve their issue. We learn each time and share that learning with one another continually. Your feedback matters!

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Comments

Comment from Lynne Baur
Time: October 18, 2014, 11:53 am

Just wanted to say thank you, Mark, for your fascinating and informative presentation on varnishing last night at Macalester. Turned out I was actually doing a lot of things the recommended way (probably because of all the great tutorials and how-to information on your website), but now I also know much more about the WHY behind those recommendations. (Plus, I learned some great tips—like the one about washing the surface to remove excess surfactant before varnishing–never would have thought to do that!) Most of all, I appreciate you taking the additional time to answer my questions about varnishing silk after your talk, even though I’m sure you must have been really in need of dinner and a break from questions by then! Thanks to you, and to the entire team at Golden for your devotion to providing the best possible support for artists through your careful product development and testing and your exceptional efforts to provide us with the information we need to use those products to best effect.

Comment from Bob Maximowicz
Time: January 7, 2015, 2:13 pm

Hello Mark
am glad to read that the little company that started in a cow barn was still thriving
hope all is well you, barbara and family

bob max

Comment from Mark
Time: January 7, 2015, 2:27 pm

Bob, still grateful for all your support! Best, Mark

Comment from John Coffey
Time: January 16, 2015, 1:26 pm

Hello Mark,
Do you have anyone you can refer me to who uses your High Flow for advanced levels of airbrush work. I am really interested in your product but have had no luck in making contact with your company. I am a forum member at airbrushforum.org and recently asked about your product and had zero reply. When I first started airbrushing I had used your airbrush colors and recall them easy to use and worked well. That was a long time ago and have gone through some stages as an Artist since then and I am back to concentrating more on photorealism and the fine art side. I tried the local art store Arlenes that carries your line but they do not carry the high flow line. I was hoping to pick up a few bottles to get a feel for the product and see if I was going to use it for an upcoming project. Either way I like to see a semilocal company to me succeed and create a products with such quality.

John Coffey

Comment from sally emslie
Time: March 11, 2015, 2:54 pm

for decades I’ve been using golden fluid acrylics and now the zinc white is to thin and no longer covers anything ., even after three coats. why ? what should I use instead to get coverage…..mary beam is my very best friend, she told me to ask……sally

Comment from Stephen Carpenter
Time: May 12, 2016, 8:24 pm

re: Acrylics and the test of time. You write as a last line- “I think we have.” I will repeat that line and add a couplet – (NOPE- quatrain}, (though this is not my chosen form)- herewith
“Mark says in part, “I think we have” -(Arcylics)
in abundance and in use with general gratitude,
Some would argue Old Master histrionics
But I embrace the flexible, “We have!” attitude.

Thank you for what you have done and the attention to the creative spirit that is always restless at the point of “What if….”

Comment from Mark
Time: May 24, 2016, 1:16 pm

Stephen, thanks for stepping beyond my level of doggeral poetry! Warmest regards, Mark

Comment from John Caret
Time: June 6, 2016, 7:10 pm

Acrylic paints are the paints can only be used through paint brush while paint sprayer fasten your job.Now there comes a choice for the users.

Comment from CoCo Franklin
Time: January 15, 2017, 1:49 pm

The Golden textures are a superior product. I use them in all of my pieces, thanks so much Mark!

Comment from Robert Frederickson
Time: February 12, 2017, 5:23 pm

House paint again?? Why is it that every time the word “House” is used it is immediately assumed that water based types of paints are in question. There are oil based house paints. Why when stats on house paints is it only on water based. Nothing is ever mentioned on oil based house paint states. Just try to google house paint and see – where is the oil? Will a high grade oil house paint last say 10 years without cracking or pealing? Can artists oils be applied over it? Yes simple questions, but I am not finding answers.

Comment from Mark
Time: February 13, 2017, 10:33 am

Dear Robert. The earliest testing of outdoor exposures evaluating various coating formulations was done by the U.S Forestry Services. I’ve attached the URL for the article. In this article they are looking at pretreatments, yet it also clearly shares the superiority of the acrylic latex. There is some evidence as well that an acrylic latex modified with some oil will help severly aged wood. Hope this begins to answer your question.
https://www.fpl.fs.fed.us/documnts/fplrp/fplrp271.pdf

Comment from Dennis
Time: July 8, 2017, 2:48 pm

he Golden textures are an amazing product – I just love them!

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