By Colin Sheehan, RCS Reporter.
With the Read, Listen, Watch (RLW) initiative, RoofersCoffeeShop® has made it easier than ever for members of the roofing and construction industries to learn how they want. Whether you want to read a transcript, listen to a podcast or watch a webinar, the Coffee Shop has made it possible for you to learn your way.
In a recent RoofersCoffeeShop RLW brought to you by Jobba Trade Technologies, well-known business consultant Greg Hayne joins RCS Partner, Heidi J. Ellsworth, to discuss how roofing service and maintenance is being reimagined due to a shifting economy and the widespread adoption of technology in roofing businesses.
While many roofing businesses have made operational adjustments over the past few years, some areas of business will never change. Providing amazing service to a customer time and time again, for instance, remains a critical component to creating a strong foundation for every company.
“Service has got nothing to do with roofing,” said Greg. "Repairs and maintenance are what you do to a roof. Service is what you give to a customer.”
Greg explained that one of the reasons contractors often struggle with their service departments is because they think only in terms of roofs, instead of focusing on the customer.
“When your car breaks, you take it to the automotive service department. If the washing machine makes a funny noise, you take it to the appliance store, you call their service department. If your flat screen breaks, you call Best Buy or you take it to their service department. Service has nothing to do with flat screens, washing machines, automobiles or roofs. Service is about what you do for your customer,” said Greg.
In the roofing industry, a recent trend that has heightened the need for quality service departments is the newfound inclination for home and business owners to opt for roof repairs, rather than complete replacements. Additionally, the homeowners and business owners are also incredibly equipped with knowledge and have higher expectations from their contractors, especially in their service and maintenance departments.
"Knowledgeable owners today are demanding higher levels of service, they want data and they want contractors that can use technology,” explained Greg. "Now there's two ways you can look at this. You can whine about this and say, ‘Oh my, all this extra work.’ Or you can say, ‘Oh, this is a good opportunity. Because if we can nail this, it gives us a leg up [against our competition].’ So, these are things that can distinguish you easily in the marketplace, just by addressing them.”
Read, Listen or Watch the entire webinar on demand to learn how to incorporate a successful service and maintenance program into your business and how technology can help.
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