Got competition? As a roofing professional, chances are good there are plenty of roofers in your area. This guide will help you create the type of professional image that earns the referrals that will set you apart from the roofing pack.
The Roofing Contractor Homeowners Survey found that 36% of homeowners shopping for a roof replacement called three contractors, while 17% called four or five. That’s a lot of competition! Establishing a stellar professional image will earn rave reviews from clients and spark referrals — the most effective form of marketing.
Make a fantastic first impression.
From the employee who answers a prospect’s initial call to the salesperson who drives up to the property, first impressions matter. Commit to conveying a professional image from the get-go by asking questions to determine what the prospect needs, showing respect for the homeowner’s property, and arriving to the initial meeting with the presentation ready.
Implement a process for material handling and clean-up.
New roof installation yields a lot of debris that can litter a client’s property. One of the top ways to leave a professional impression is to ensure the work site is as clean and organized as possible, even while the job is in progress.
Handle on–site problems quickly and courteously.
From a client with unreasonable expectations to a crew member having an off day, on–site problems happen to every roofing contractor. Regardless of the problem’s source, perhaps nothing frustrates a client more than being told: That’s not my job/department. Empower the foreman or project manager to handle job-site problems quickly and courteously. Establish a process for a fast resolution if the issue goes beyond the scope of the project manager’s decision-making abilities.
Make customer-focused service a company-wide priority.
Every interaction a homeowner has with your company creates an impression — and it’s largely up to employees to set the tone for each interaction. It only takes one negative interaction with a crew member to sour a client relationship. Reinforce your company’s professional image by ensuring all employees understand that excellent customer care is a priority because it’s good for business.
Hire and retain the best employees.
Your employees are the single best sales tools in your toolbox — more important than a branded sales truck or flashy website. Build and maintain a professional image by hiring and retaining employees who understand that business success hinges on happy homeowners. Remember, you can always train a crew member to improve their skills with a drill — a customer-focused attitude is much harder to develop.