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5 Tips for Building Customer Relationships in the Roofing Industry

Many companies don’t realize the full value of investing in building customer relationships. According to Bain & Company, budgeting toward building customer relationships brings a definite increase in sales. 

building-customer-relationships

While excellent customer service is important, intentionally devoting time and energy to build solid, long-term relationships is often more effective–and appreciated. 

Since this Friday, January 17, is Get to Know Your Customers Day, we’ve put together five tips for how to build excellent customer relationships. 

1. Communicate effectively.

Ineffective communication leaves customers frustrated and far less likely to do more business with your roofing company.

Strive to bring credibility to your company by always being honest with potential and current customers. Never guarantee a service or product you won’t be able to deliver or make a promise you can’t keep.

Don’t be afraid to apologize for mistakes or misunderstandings. Your customer will appreciate a sincere apology rather than excuses. This delivers the message that you care about your customer and strive to treat them with integrity. 

Remember that communication is a two-way street. Listen to your customers and their needs before providing them with what may be useless information. For example, if a customer has a single leak in a 5-year-old roof, they’re not looking for an entire roof replacement. Ignoring their needs and pushing to reroof their home will likely cost you more than just that job–you’ll lose the opportunity for referrals and future business from that homeowner. On the other hand, your customers will appreciate your input and service more after they feel heard. 

2. Use innovative technology and equipment.

Today’s technology enables you to streamline your roofing jobs more effectively than ever. Mobile apps give the ability to provide accurate estimates, track job progress, and stay organized. Software tools enable you to bid roofing jobs more easily, manage finances, and communicate effectively with crews and customers. These tools let you get more accurate answers to your customers faster, helping you better build customer relationships.

Innovative equipment and tools also bring professionalism and efficiency to the job site, delivering results your customers will love. 

New RB4000 - dump trailer - roofing equipment

The Equipter RB4000 is a self-propelled dump trailer that has revolutionized the roofing industry. It knocks out the hassle of debris management by enabling tear-off debris to be driven by a single person from the roof directly to an on-site dump truck or larger dump trailer. All this is done while keeping your customers’ landscapes free of ruts and debris damage. 

We recently asked our Facebook friends for their favorite roofing tools. Check out the Top 5 Roofing Tools and Equipment According to Roofers to see the tools and equipment they love!

3. Express customer appreciation.

Intentionally expressing appreciation shows your customers that your roofing company values them and their business. 

Gratitude can be communicated through a gift card, a thank-you postcard, or a gift box. Whether you’ve just finished a job or are spreading cheer to former customers for the holiday season, people appreciate little gestures that show they’re not just numbers to you. Get to know your customers to discern what would be meaningful to them.

4. Maintain an updated website and active social media platforms.

Inaccurate or outdated information causes frustration and potential loss of trust. If customers can’t find what they need, they’ll likely head back to Google to search for another roofing company. Be sure to update your company’s contact information when anything changes. In addition, ensure you’re answering questions potential customers may have about your roofing company. 

Digital marketing is another key to success in today’s business world. But your services aren’t the only things your business should be marketing. Share relevant information that answers questions that homeowners and property managers have, linking back to your website to help them determine if your company offers the services they need with the quality they’re looking for. These digital marketing tools work for us–see if they can take your business to the next level!

5. Get feedback from customers and employees.

You don’t always know what your customer actually thinks of your company or the job you did for them. Don’t be afraid to reach out for feedback. Doing this shows that you value their satisfaction and gives you the information you need to find out how you can better your next customer’s experience.

Do your employees and subcontractors feel valued? This is essential for good customer service and building solid customer relationships. If your employees don’t feel valued, that may be visible to your customers. Meet regularly with your employees and/or subcontractors to determine how happy they are at your company–what can you do to improve their experience? 

Try these tips on how to build customer relationships to take your company to retain customers, get referrals, and take your company to the next level!