One of my biggest goals as a business owner is to take our business from “good” to “best.” Part of this process involves considering what using a “best in class” contractor means to me – what does it take to give your customers the best service? To me, becoming “best in class” is more than having qualified installers and great customer service. It means that the contractor, no matter what services they provide, has special processes and procedures that have been identified for every area of business. When you ask a best-in-class contractor what happens when something goes wrong, or what happens at a specific stage during a job, they should be able to respond with the process they have in place. And their employees should know the process too.
For example, over time, we have developed and refined the individual processes that make up our overall procedures at Roofing & More. When a customer first contacts us for a consultation, we have a procedure that begins. Within this consultation procedure, we have several processes: asking questions, performing an inspection and so on. Then, we move on to the approval procedure, which has its own specific processes, like ordering products through our third-party manufacturers. Only once this procedure is completed do we move on to the Installation procedure, and finally the final walkthrough, both of which have their own processes.
When Things Go Wrong
Of course, these are only the procedures and processes for when everything goes smoothly and the customer is completely satisfied. A best-in-class contractor not only has procedures for when things go right, but also for when things go wrong. In my experience, I have found that no matter how prepared you are, there is no perfect process or product, and you will run into scenarios in which you must correct the situation. Whether it’s a miscommunication during the consultation, an installation error or a faulty product, the contractor should begin to try and resolve the conflict for a happy customer, whether they agree with the customer’s perspective or not.
Being a best-in-class contractor doesn’t mean that you or your business are perfect – we all know there is no such thing as perfect. So how do you determine a “best in class” contractor? With most jobs, the procedures and processes that are put into place are done so to ensure things will go as planned. However, it’s easy to determine if a contractor is “best in class” by how they respond and handle things when they go wrong!
How Can We Help You Today?
Are you ready to work with the best? Experience the Roofing & More difference. To schedule a virtual or in-home appointment, call us today at (703) 467-0206 or contact us online for a free consultation and estimate.
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