How to Prevent Client Call Backs After a Roofing Installation Job
It’s hard not to take a negative stance on callbacks if you’re a roofer. You’ve done the job, but the client calls you back with questions, concerns, maybe even complaints. You’ve already done to work, so the more time and effort you need to put into this callback, the less efficient your business and the less you can direct to your current job. To keep your business healthy, you should reduce callbacks as much as possible. You’ll always have some, but these tips can help you prevent as many as possible.
1. Always Set Expectations
Often, customers who call back are calling about something that you could have explained upfront. Did you replace their flashing, is this the right valley style, are you concerned about the masonry on the chimney? You can avoid these questions by setting expectations with your client, so they know what you will and will not do, and what is relevant to your roofing expertise and what may not be (like the chimney.)
One of the most important ways to set expectations is to include a very clear estimate that itemizes everything you will install on the client’s roof.
2. Listen Carefully to Concerns
The things that your customer is most concerned about when you first speak to them will remain the things that most concern them after you’re gone. When you listen carefully to concerns and reassure the client, you can fully address their concerns before they feel like they need to call you back. So, if you know your customer cares about the authenticity of their historical home’s shingles, go over this decision with them again before you leave their roof.
3. Recommend the Best
Many of the problems that cause callbacks are actually caused by the manufacturer, not you. You will get a callback if the shingles don’t look like they match up in different times of day if shingles fall off when they should have been sealed already, or they have other defects. You can prevent these kinds of callbacks by recommending that your customer choose higher quality shingles from better manufacturers.
4. Perform a Walk-Through
Some roof issues, including misshapen shingles during cold weather or granule loss right after installation, are a normal part of the installation process and they resolve themselves. But your customer doesn’t know that. A walk-through is a great opportunity to mention these common concerns so that they don’t call you back asking what it wrong.
On a walk through you also have the opportunity to ask your customer their concerns and give a final nod to the major concerns that you already know they have. Performing such a thorough walk through may sound like it takes up too much time, but if it prevents callbacks, it is worth it in travel time alone.
5. Have Knowledgeable Staff
When your staff can answer your customer’s question right on the phone, you can avoid travelling back for a house call. Working with knowledgeable virtual receptionists who actually know your business can make all of the difference.