4 principles for building a great service department

By Dani Sheehan. 

Register for ServiceCon 2025 and take the first step toward building a service department that sets your business apart. 

ServiceCon 2025 is quickly approaching, and as a commercial roofing owner, you won’t want to miss out. Join service experts in Houston, Texas, from March 12-14, 2025, for two days of learning, networking and inspiration. With a focus on the latest trends, solutions and best practices, this conference aims to provide real-world action items you can take into your daily operations to improve your business while creating long-term relationships in the industry. 

One of the highlights of this year’s conference is Greg Hayne of Hayne Coaching Group, a renowned expert in service department success. His deep knowledge as a roofing contractor, consultant and coach provides a fresh perspective on how to build a service team that delivers unparalleled value to your company. 

The service department is an integral part of any successful commercial company. While roof installations typically take a few weeks, the service department is responsible for maintaining relationships and keeping roofs – and customers – happy for decades. Unfortunately, as Greg highlights, many service departments fall short – not because of technical skill, but because of gaps in communication and customer focus.  

“Imagine two contractors operating three miles down the road from one another, each with the same annual revenue,” Greg explains. “One has a service department that frustrates customers at every turn, while the other has one that makes life easy. Why?” he asks. The answer is simple. One prioritizes communication and customer needs, while the other doesn’t. 

Greg is passionate about improving service departments and he’s not afraid to challenge conventional thinking. At ServiceCon 2025, he’ll share practical strategies to help you build a service department that strengthens customer relationships and drives long-term profitability. Don’t miss his talk, “How to REALLY Elevate Your Company,” and start challenging your business operations. 

Here are some key takeaways you can expect: 

1 – The owner must be personally engaged. Leadership sets the tone for success. Without direct involvement, a service department cannot be successful. 

2 – Service is not about roofing. When roofers run the service department like they do installations, problems arise. Service is a different game, and it requires a different mindset. 

3 – Service is all about communication. Strong, clear communication – not just technical expertise – defines a successful service department. 

4 – Urgency matters. Timely responses and proactive communication build trust and loyalty with customers. 

With over three decades of experience in the industry, Greg has walked in your shoes. His ability to connect with roofing professionals and provide actionable solutions will help you shape the future of your company. 

Join Greg Hayne and other industry leaders as they share insights that will transform your approach to service. Register today and learn how to build a lasting and profitable service department.