Taking Care of Customers
April 27, 2010
Asked what makes his company successful, Steve Andersen of Centennial Roofing points to the basics: customer service and quality workmanship. “It’s the whole package — the warranties, the customer experience,” he said. “It’s how we answer the phone, follow up, production — putting the roof on. We make it a pleasant experience from beginning to end.”
Centennial takes pride in its commitment to on-time appointments. “I used to say, ‘I’ll be there sometime Tuesday,’ and put a bid in the mailbox,” said Andersen. “There wasn’t much personal contact, and not enough follow-up. Now we’re setting up appointments, and if it’s a 5 o’clock appointment, we are there right at 5 o’clock. We meet face-to-face, and tell them up front we will need 90 minutes of their time.”
Andersen said that all of the customer service aspects of his roofing business had been nearly nonexistent before Roofers’ Success International (RSI) came onto the scene.
Now, his company is all about providing the best experiences for their customers. Technicians undergo background checks and drug testing. They wear professional-looking uniforms with the Technician Seal of Safety and use shoe covers whenever they enter the house to inspect the attic. Centennial also e-mails homeowners a photo of the technician who will call on them.
Before and after inspections build trust and help ensure everything is done right. “If we’re not thorough on the inspection beforehand, you might get blamed for a broken window or broken gutter. Even if you do, it’s easier to just fix things,” said Andersen. “Everybody walks away happy. When you’re priced right, you can take care of the occasional problem.”
There’s another benefit to the inspections, noted Andersen. “This way we make a friendly acquaintance with the homeowner, so the first time we see them isn’t when there’s a problem.”
Centennial also makes sure customers know their work is backed up by the company in the form of guarantees and warranties, including a $500 no-leak guarantee for the first two years in which any problem would be fixed for free and they’d cut a $500 check. They also offer a 10-year warranty on labor, and installation guarantee, and more.
It’s all of these professional touches that set a company apart, according to Andersen. And, without RSI providing the guidance for success, there are a lot of roofing companies that just flounder. “If you don’t do those things, you’re just like everybody else. Customers see the difference — and they see the dollar value of that difference,” he said.
