Defects happen. No matter what you buy, from the fanciest flat screen television to the cheapest sweater you can find, there’s a chance your product will have a defect in it. The same goes for shingles and roofing products. There are always going to be defects that creep up after a job is complete.

Here’s a scary statistic for every business owner: “The average organization loses 15 percent to 35 percent of its customers each year, primarily due to poor service.”

No matter what you call them - callbacks, warranties, or disruptions - these calls from a potentially upset homeowner are always an opportunity.

Have you mastered metal in your market? Contractors are often hesitant to try anything new. We have a tendency to stick with what we know. After all, that's how things have always been done.

Here we are at the beginning of another storm season. Already this year, the hail across the country has been more active than normal, and the projection for the coming hurricane season is that this year's batch of hurricanes has the potential to be even more powerful than last year's.

When you think of a great dining experience, what comes to mind? You probably start thinking about the great food. Then, there is probably a friendly staff offering professional service. The presentation of the food and the ambiance play a part as well.

Until recently, my salespeople and I haven't been wired for success. Sure, my team has always been successful at communicating the benefits of a new roof to our consumers and getting them involved with our company, but we weren't operating at top speed. We weren't connected.

What is the reality of your business today? Are you creating the success and profits that you're after, or are you struggling to get your company on the right track? If you're struggling to create the reality you've always wanted, the problem might actually be your perception.

All of the hurricane activity this year has left a long trail of devastation that will take years to completely repair. The work by contractors and FEMA has only begun to pick up the pieces of homes and lives that were left in shambles by the roughest hurricane season on record.