No one likes to have to call their roofing company for repairs after the job is done. A client callback usually means that there were some issues with the project that need to be addressed. In an effort to help reduce customer callbacks from unhappy customers, we have put together six tips that your roofing company can use.
Implementing these tips should help boost customer satisfaction and improve the reputation of your roofing business so you can grow and scale.
Estimate Your Project Correctly (The First Time)
One of the main reasons customers end up calling their roofing company back is because of cost overruns. In order to avoid this, it is important that you take the time to correctly estimate your project from the start. This means being thorough in your initial evaluation and not cutting any corners.
By taking the time to do things right the first time, you will earn your client's trust
By taking the time to do things right the first time, you will earn your client's trust and avoid a difficult conversation about costs later down the line.
Plan For Potential Roadblocks
Even the best-laid plans can go awry. No matter how prepared you are, there is always the potential for problems to arise during a roofing project. By planning for potential roadblocks with a proactive process, you can avoid many of the issues that lead to customer callbacks.
For example, if you know that bad weather is a possibility, plan to have the materials delivered early so that you can keep working even if the weather takes a turn for the worse. You can also factor in a couple of potential bad weather days in your time estimate to protect yourself from deadline expectations. It will always look better for your roofing team to have finished the project early rather than later.
Use High-Quality Roofing Equipment
Another way to reduce customer callbacks is to use high-quality roofing equipment and materials. This may cost a bit more upfront, but it will pay off in the long run.
By using better roofing tools and materials, you can be sure that your roof will last for years with minimal repairs.
By using better roofing tools and materials, you can be sure that your roof will last for years with minimal repairs. This not only saves your customers money, but it will also save your company time. Unexpected callbacks for repairs or leak-related callbacks can set back your other roofing projects when your team needs to head back to the site unexpectedly.
Your roofing equipment matters during the installation process, so always choose superior products and tools.
Communicate Effectively With Your Client
From start to finish, it is important that you communicate effectively with your client. When your client is in the loop, they are less likely to call back with an unexpected complaint after the roofing project is finished.
There are a few key times when communication is especially important.
At the start of the project, be sure to set realistic expectations about what will be accomplished and when. During the roofing project, keep your client updated on your progress and any changes that need to be made. After the project is complete, do a walkthrough with your customer to confirm that the finished job meets their expectations. It is also best-practice to check in with your client a few weeks after the project is finished to maintain a strong relationship and reiterate that you care about the quality of your finished product.
Train Your Roofing Contractors To Adapt
It is important to train your employees on the processes and procedures that have been put in place to reduce customer callbacks.
By ensuring that everyone on your team is aware of the steps that need to be taken in callback prevention
, you can avoid many of the problems that lead to unnecessary callbacks.
In addition, it is important to train your roofing contractors to be adaptable. Things will inevitably go wrong during a roofing project, no matter how well you plan or how experienced your team is. By teaching your employees to think on their feet and adapt to the situation, you can minimize the chances of a problem leading to a callback.
Establish a Quality Control Process
Finally, after the roofing project is complete, it is important to establish a quality control process. This can help you catch any issues that may have been missed during the project and address them before your customer has a chance to call back.
One way to do this is to schedule a final inspection with your customer after the project is completed. This gives you an opportunity to fix any minor issues and ensure that your customer is happy with the finished roofing project.
By following these tips, your roofing company can reduce the number of customer callbacks. Taking the time to do things right the first time, communicating effectively with your client, and establishing a quality control process helps to avoid many of the problems that lead to customer complaints that hurt your reputation. In the end, this will save you time and money so you can grow and scale your roofing business.
Check out our blog for more roofing tips like How to Successfully Start Your Metal Roofing Company in 2022.
AMSI is a trusted provider of high-quality standing seam metal roofing tools. Browse our tools for your next roofing project to ensure it is done right the first time.