Because we will never truly get away from the
roofing industry’s hands-on practices in product application and service
doesn’t necessarily mean that we have to handcuff ourselves and our companies
to the same sales, production and accounting ways of the past.
Customer complaints are an inevitable part of business. A few simple policies and skills can help control the situation. Start by understanding that the goal of good customer service is to keep normal people from becoming more angry or difficult, not to make crazy people sane.
The downturn in the economy has been a challenge for most contractors, with many looking for business help. As we work to turn around failing roofing contractors, patterns begin to emerge.
During the past few months, I have been zooming around the country teaching seminars and speaking at roofing conventions. On several occasions, I was speaking one-on-one with roofing contractors who commented about their strong administrative help.
I know I have written about this topic in the past, but recent overwhelming interest in this topic tells me it is time to talk about it again. I was lucky enough to speak on this topic at the 2011 International Roofing Expo in Las Vegas and the interest was undeniable. There I was at 7:45 a.m. in Las Vegas and the room was full of contractors who were eager to discuss the topic.
At one time or another most people, businesses and government entities need roofing services. Where do they turn for help? You might say the phone directory, but savvy roofers have discovered that it’s easier to capture those customers with a toll-free phone name that avoids the directory entirely.
Planning is something each and every one of us handles differently with much of it driven by our personality. There are numerous things we mean to do in life but never get around to. Unfortunately, when disaster strikes, it is too late to try and figure it out.
Frequently, contractors will ask how much volume
should a salesperson or project manager be able to sell. This is a very
difficult question to answer because there are so many variables.
Most bosses tend to see themselves as leaders
even if they are not. Leadership comes in all shapes, sizes and forms but is
one of the most misused buzzwords business academics and consultants like to
pontificate about.
Many contractors who start their own companies
realize that while they might be experts at installing roof systems, they
aren’t experts at running a business.