Author: Dan Stout | August 7, 2024

There are three key elements that make you a star for your roofing customers: quality work, quality material and clear communication. The first two items on that list are pretty self-explanatory. After all, even the best material won't hold up if installed incorrectly, and a great installation can fail if you use subpar materials.

Unfortunately, too many roofers neglect clear communication with their customers. While you may have just installed a roof that will last longer than the customer will be in their home, if they come away feeling like they were kept in the dark, you'll have an unhappy customer.

Roofing customers are slow to build trust and quick to lose it. If you really want to build and maintain a quality relationship, then it's essential to communicate with them before, during and after the installation.

Before the Job

Begin laying the groundwork of trust from the first interactions with a customer. If you tell a customer you'll be at their home at a certain time, be there at that time. If you're going to be late, call or text to let them know. This may sound like common courtesy, but it also shows the customer that you'll keep your word.

Clear Communication

Discuss the project needs and the customer's long-term goals. Listening to their needs will help you customize your bid. Give them unbiased, honest advice, and you'll build trust with the customer.

Approachable Language

Remember that customers aren't roofers, and expressions you may use every day might be confusing or unclear to them. Terms like valley flashing aren't difficult to understand, but no one is born knowing what they mean.

Put a Face on the Company

Customers are more likely to trust workers they feel they know. If you have a specific lead you know will be on a job, give the customer the lead's name.

During the Job

The actual roof installation stage is the key to truly earning a customer's trust. Luckily, holding on to their trust is simple as long as you stick to this guiding principle: Say what you'll do, and do what you say.

Provide Updates

Don't leave your customers in the dark. If you're leaving the jobsite, let them know if it's to pick up materials or if you're heading out for the day. It doesn't need to be a lengthy email — often a text message will do.

Conversations, Not Monologues

Jobsite communication should be two-way. Be sure to give customers space to ask questions and voice concerns. This can also be a huge help to your crews. Whether they need to inform you of driveway accessibility or the presence of pets, a simple conversation can often save everyone a lot of headaches.

Use Tech Wisely

Embrace technology that can help establish your trustworthiness. Apps such as Beacon PRO+ allow for automated reorders or deliver customer notifications confirming orders or delivery. This keeps customers updated and in the loop with minimal effort on your end.

After the Job

A happy customer may not need a new roof every year, but they can provide testimonials to potential new clients. After a few years in business, roofers who successfully stay on their customers' radar find themselves with a small army of supporters.

Warranty Services

Your warranty is a promise that you'll stand by your work. Make sure you let customers know that you offer a warranty, and make it clear how they can make any warranty claims.

Maintenance and Troubleshooting

Some roofing customers will pay extra for a maintenance plan. Others might pick up the phone from time to time to ask about roofing issues. Giving your former customers a little free advice can work wonders in maintaining their trust and keeping the referral machine running smoothly.

Keeping your communications clear and uncomplicated ensures you maintain your customer's trust. But if you ever need a little extra help with any element of craft, material selection or project management technology, reach out to your local Beacon supplier for help.