Author: Lee Polevoi | August 30, 2023

Every roofing contractor wants to avoid dealing with angry customers. Often, potentially difficult conversations arise from a misunderstood service estimate or a customer's complaints about how work is handled on a daily basis.

Unhappy customers might also balk at having to pay an agreed-upon price or have some other problem that must be addressed before the roof repair or replacement contract is complete.

Your job, as a skilled roofing contractor, is to minimize the occurrence of dissatisfied customers. Here are a few tips for dealing with angry customers, as well as suggestions on how to contend with customers who wish to cut corners on a roofing project:

Be Sympathetic to Customer Concerns

Keep in mind that what's second nature to you as a roofer might be a mystery to your customers. That includes why certain materials cost more and what causes delays in the project timeline. A homeowner may know at the time they're contacting you is that some repairs must be done. Their uncertainty about costs can show in defensiveness or even hostility.

It's up to you to describe the proposed roofing repairs in easy-to-understand language, one line item at a time, as well as happily answer any questions a concerned customer might have.

Explain the Project in Detail Before Starting

Never assume a customer completely understands the scope of a roof repair or replacement project. After all, it's often in the small details where costs start to add up. However justifiable additional costs might be, you want to avoid surprising the customer with substantial "add-ons" that they have no knowledge of.

Instead, provide a specific overview of what work lies ahead, as well as areas where additional expenses might be incurred. If the customer retorts that a competitor's bid is less, patiently outline the ways in which your work will add value to the homeowner's roof — possibly in ways they may not have considered. This should help to clarify the scope of the project and avoid unpleasant discussions afterward.

Put Everything in Writing

Many customer requests to cut costs originate from confusion about the anticipated price tag and the possible need for more labor than originally suggested. Rather than explain everything at length over the phone or even in person, create a comprehensive document outlining the necessary work — as well as projections about possible additional materials and labor costs. This can help to ensure that everyone is on the same page, price-wise.

Speak in Language Customers Can Understand

The vast majority of customers have only a limited understanding of what goes into roof repair or replacement. Some may need explanations of basic components such as a drip edge or decking. Roofing jargon that comes easily to you is most likely a complete mystery to most homeowners. For example, a customer may be less likely to demand the cheapest possible option for underlayment if they understand what it does and what's recommended for their region.

Taking the time to communicate clearly and reframe roofing words into ordinary terms will help your customer gain a thorough understanding of the value and necessity of your work — and it can reduce the likelihood of them claiming they failed to grasp all that had to be done with their roof and what it would cost.

Train Employees to Be More Customer Focused

The talented men and women who work as part of your crew are primarily concerned with doing the job they're hired for. But roofing contractors who supervise a work crew should never lose sight of the fact that these crew members are also the face of the ongoing project.

Do all that's possible to train your staff to be ready to answer basic customer questions if and when you're not around — and, above all, to always be courteous and patient when a customer stands on their front lawn and asks, "What are you doing now?" For broader questions concerning the entire scope of a project, you or another manager should be named as the best source of information. But on a daily basis, when some customer interaction may occur, your team should be responsive, informative and always open to roof-related discussions.

These tips should help you prepare for potentially difficult conversations with homeowners — and perhaps even reduce them over time. Throughout the project, the key point to make is that "doing things on the cheap" is almost certainly guaranteed to result in added homeowner costs at a later time (such as with incomplete work on preventing future water damage and the occurrence of mold). When you explain things clearly, most customers will see the wisdom of not cutting corners and paying a fair price for a job well done.

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