Timothy Hershey, President of Thoroughbred Contractors in Shelbyville, Ky., has been involved in the commercial and industrial roofing business for nearly 25 years.
“Are you doing the little things that no one else wants to do?” Hershey asked roofing contractors. “Everything we do is part of a process. Are you different? Are you unique? Do you want to be the same as everyone else? Are you bidding the same work everyone else is?”
At Best of Success, he outlined of the steps his company has taken to flourish despite a tough economy. “What have a lot of contractors done in some of the worst financial times our country has ever seen?” Hershey asked. “Did they increase marketing, add individuals to their sales staff, see more people than ever? Or did they cut overhead, reduce staff and/or lower their numbers to get work and hope that things got better or turned around?”
Thoroughbred Contractors added staff, added salespeople, called on more customers and increased its customer base by 25 percent. “We did exactly the opposite of what we thought everyone else was doing,” Hershey said.
Hershey stated his company puts the client first every time and in every situation.
“What is this all about? The people and the companies we serve,” he said. “How do we make it happen? Have all employees with the same commitment and excellent people skills.”
“Our goal is to have them for life,” he said of his customers. “We will be there to help them. We become their consultant.”
His company philosophy is: “To repair, restore, renovate or enhance their roof system,” he said. “When no other option makes good financial sense, we will then help them prepare a plan to replace.”
For Hershey, the client is king. “Without the client, we don’t exist,” he said, urging contractors to talk less and listen more. “Remember, if you say it, they tend to doubt it. If they say it, it’s true. We let our actions speak and keep opinions to ourselves. Talk about them; it’s always about them.”
Building relationships is just a start, said Hershey. The goal is to establish trust. “You’re the professional - act, walk and talk like it,” he said. “Our number one goal is: Trust us.”
Hershey recommended that contractors establish goals, track everything and have a professional appearance. In closing, Hershey said, “Be unique, be careful, set yourself apart, and do things that no one else wants to do.”