You’re more than a roofer; you’re a skilled professional with the materials and knowledge to safeguard a homeowner’s most valuable and visible asset: their home. That means if you want to create and maintain happy roofing customers, there’s more to successful roof replacement than simply nailing new shingles to the roof.
The four components of a successful business – marketing, sales, operations, and administration – have been mastered by successful roofing contractors. This is what you must do if you want to have complete control over your success. Furthermore, focusing on exceeding your customers’ expectations makes a significant difference. You can rely on us. The word will spread, and you will begin to receive referrals over time.
Employees are the other major difference between those who succeed and those who fail. Always remember to hire slowly and carefully, based on talent and ability. Teach your employees how to do their jobs, then give them some decision-making power once they’ve earned your trust. Understanding the do’s and don’ts of a successful roofing company is important as you try to grow your own.
Roof replacement is, without a doubt, a messy job. However, no one wants their home to resemble an old junkyard. Debris, such as discarded shingles, packaging material, or even a roofer’s discarded water bottle, leaves a negative impression on the client—and on neighbors who may soon require a new roof. Implement a material management procedure to ensure that job sites are kept as clean as possible. To keep happy homeowners, implement a material management process that ensures job sites are kept as neat and clean as possible before, during, and after the project.
When a roofing contractor achieves a certain level of success, he or she will want to expand. However, in order to do so, a contractor must step away from the grind and devote more time to actually running the business. Approximately half of your time should be spent on business operations, such as training employees, improving business processes, and overseeing operations. Following that, increasing your marketing will be the next step. Examine how you want to expand your marketing efforts and where you believe the most room for growth exists.
Consider working with a marketing firm to benefit from their experience. A roofing contractor-business owner will need to evaluate the four key areas of their business to see where improvements can be made before the real growth actually occurs. A business owner must also set timelines, work on each division of their company, test improvements, launch improvements, measure performance and make adjustments as needed, as their company continues to grow.
Business owners who scale too quickly without having proper staffing often end up making bad hires or fail to dedicate the right amount of time to training new employees which result in poor workmanship. When trying to scale, make sure your business growth can be supported by your current staff.
It’s nearly impossible to be perfect all of the time, and even the best roofing crews can make mistakes or cause property damage. On-site snafus can and will occur, so devise a plan for dealing with them. Tell roofers what to do if a customer contacts them directly with a complaint. Ascertain that foremen and project managers are aware of how to deal with a variety of situations, as well as what to do if the situation necessitates the attention of the company’s owner or another higher-up.
Give the homeowner a quick rundown of the work you completed each day and what you plan to do the next day if the job lasts longer than one day. This reassures the customer that the work on their roof is proceeding in a professional manner. Similarly, if your crew encounters an unexpected problem, inform the homeowner of the situation and, if necessary, offer options for resolving it.
Keeping homeowners happy is everyone’s job in the roofing industry, from the office staff answering phones and emails to the high school student working his first summer as a roofer. Make great customer service a part of your company’s culture. Consider creating and distributing customer surveys at the end of each job or once a year to gauge the effectiveness of your team from the perspective of your roofing customers.
By visiting pasclaims.com you can stay up to date on the latest roofing industry news, tips, and insights.
The only way to keep up with the competition in today’s technology bubble is to invest in technology that can help you streamline your entire roofing business. It’s becoming nearly impossible to stay competitive while still relying on paper files and Excel spreadsheets.
CRM (customer relationship management) and ERP (enterprise resource planning) software are revolutionizing the way roofing companies operate on a daily basis, consolidating processes, increasing efficiency, and reducing the amount of departmental manpower required to run a company.
Roofers can use CRMs to track customer communication and information from anywhere, at any time, allowing them to focus on lead generation, prospecting, and customer communication. Contractors can use ERPs to automate the business side of their roofing business, which includes procurement, ordering, accounting, and finances, among other things.
When scaling your business, eliminating the back and forth with insurance companies when dealing with roof claims by hiring a professional claims management company is a game-changer. PAS Claims offers a completely unique claims management service that not only helps increase annual revenue but also takes a huge task off the shoulders of the business owners and admin staff. PAS Claims handles the entire claims process from start to finish, taking care of all of the following:
Working with a claims management service like PAS Claims adds so much value to your company. Business owners can get back to focusing on the actual business and scaling the company in terms of gaining new clients and winning new bids while PAS Claims helps increase revenue by handling the entire roof claim and ensuring no funds are left unaccounted for in the final invoice.
In order to gain authority in your local market, you must first establish your company’s reputation as trustworthy. You can begin by allocating resources to ensuring that your brand and digital presence are consistent and up to date, providing positive reinforcement and the information potential leads require to make purchasing decisions. One of the most important aspects of establishing recognition and associating that recognition with trustworthy actions is your brand.
Making sure your logo and website are consistent across your company, as well as having up-to-date contact information, is a good place to start. This will help potential customers find you and contact you instead of your competitors. You can also apply brand awareness in the field by making sure your trucks, documents, and even work uniforms reflect and establish your brand.
Don’t be offended if a potential client requests to see some of your previous work. They are not attempting to cast doubt on your credibility; rather, they are conducting due diligence prior to making an investment in their home with you. Providing examples of previous work, such as before-and-after photos and customer testimonials, can help to build trust and brand recognition.
Even after a project is completed, ensuring that customer service and communication are active parts of the process will reap benefits. If you do a great job installing new step flashing on a customer’s house and they call you a few months later with a problem, being unresponsive will almost certainly result in a negative review online, which can have a long-term impact on your profit.
Referrals are one of the most effective ways to attract new customers. When it comes to generating referrals in today’s reputation-based society, your brand reputation and service performance can make all the difference. Don’t be afraid to ask a satisfied customer for a referral if you did a great job on their new roof. Referrals from previous customers automatically instill a higher level of trust in you as a roofing contractor and the quality of your work. Referrals have a much higher closing ratio than non-referrals, according to GAF’s Brian Cornelius. In fact, referral-based leads close 50% to 70% of the time (compared to 10% to 30% of the time for other types of leads).
You can show your customers and prospects that you are the best roofer in your market, and grow your roofing business faster than your competition, using modern technology, creative marketing, and a referral process.
When it comes to growing your roofing business, there are so many things to take into consideration. Making sure you are taking the right steps to scale your business in a way that still provides customers with the best roofing services is important for the reputation of your company. Whether it means staffing more people, offering training opportunities, changing processes, or implementing new technology, make sure you are taking the time to invest your time into creating the best workplace environment that allows for growth to happen without the quality of overall service to decrease. If you are looking for claims management services to help increase revenue and eliminate the tedious task of working with various insurance carriers, contact PAS Claims today.