While I was compiling the data for our 2010 State of the Industry Report, I corresponded with Rod Menzel, President of GreatWay Roofing, and asked him what trends contractors should be aware of in the coming year. He was quick to point out that excellent customer service is crucial in any economy.

“I know that most people are jumping on the solar bandwagon, and it is an obvious trend that is before us,” he said. “I read that Steve Jobs with Apple said that if he jumped on the smart phone (Treo, etc.) trend when all others were encouraging him they would not have had the capital for the iPod. Something to think about. I think the bigger trend is as companies become lean, their service starts to slip. I am seeing this in all industries and the consumers notice.”

Asked to single out one thing contractors should focus on in 2010, he replied, “Exceptional Service!”

“Service these days is horrible,” Menzel continued. “Ideally your customers will say, ‘Wow, no matter where I go, service stinks! Then I met this roofing contractor and I can’t believe how considerate and professional he was.’ Do whatever it takes to make your customers happy. When the job is done, they are going to be placed in one of two bowls — either the Rose Bowl with the other raving fans who ‘spread the word’ or in the Toilet Bowl.”