5 ways to level up your customer service

By Corey Mann, Leap.

Learn how you can improve your customer service and your roofing business at the same time.

Customer service is at the core of most businesses and industries, and roofing is no exception. In our industry, word-of-mouth and reviews are everything when it comes to getting new leads and sales. The best way to support this part of your business is through an emphasis on great customer service.  

Great customer service looks like clear communication, timely responses and reliable solutions. By delivering these to your homeowners, you build trust with them. This trust not only makes their roofing project go smoother, but it also can lead to referrals of family and friends. Alternatively, if the homeowner does not receive high-quality customer service, it can lead to complaints, negative reviews and lost business opportunities.  

Building a great customer service culture in your company is key to success. Whether you are in sales or production, you must be strategic and consistent with your services. In this article, our experts at Leap have outlined five strategies to improve the customer experience at your business.

The role of roofing customer service in your business  

Roofing customer service touches every stage of your workflow. It begins with the marketing and sales process. Homeowners want clear explanations of your services and pricing. However, miscommunication during this phase can create distrust and frustration.  

Once a job starts, customer service remains crucial. Keeping homeowners informed about project timelines and updates prevents confusion. Moreover, addressing concerns or delays promptly ensures satisfaction. A positive experience during installation increases the likelihood of referrals and 5-star reviews.  

After project completion, great customer service continues. Following up with homeowners shows you care about their satisfaction. In addition, providing support for any issues reinforces their decision to hire your company.  

A commitment to excellent service throughout the customer’s journey builds loyalty and strengthens your reputation. So, how can you improve the customer experience right away?  

How to improve roofing customer service  

Improving roofing customer service requires focus and dedication. Here are five actionable strategies that can make a difference:

1. Streamline the sales process  
2. Improve communications  
3. Track customer interactions  
4. Always follow up  
5. Invest in sales software  

Each of these tips helps you create a seamless customer journey. Therefore, your customers have clarity over every aspect of the job, from the cost and payment schedule to the project timeline.  

Now, let’s dive into each tip in detail. This will help you better understand how to bridge the gap between your business and your customers.  

1 - Streamline the sales process  

A streamlined sales process sets the tone for excellent customer service. In fact, homeowners appreciate clarity and efficiency during their decision-making process.  

Start by creating a standardized sales process. Train your team to deliver consistent information about your services. Have a plan to address concerns and common questions. In general, consistency builds trust and confidence with homeowners.  

Provide detailed estimates quickly. The faster you deliver an accurate quote, the better the customer experience. Eliminate delays that frustrate potential customers. Software tools, such as Leap SalesPro, can help speed up this step while eliminating errors completely.   

Transparency is also vital. Explain your pricing and any additional fees clearly. Be upfront about project timelines as well. Homeowners value honesty and will trust you more when expectations are set from the start.  

2 - Improve communications  

Clear communication is the cornerstone of roofing customer service. Homeowners often feel stressed during roof repairs or replacements. For this reason, proactive communication can help ease their concerns.  

Start by establishing a single point of contact for each project. Homeowners should know who to reach if they have questions. This eliminates confusion and prevents mixed messages.  

Keep homeowners updated at every stage of the process. Inform them of schedule changes, unexpected issues or progress milestones. Frequent updates prevent misunderstandings and build trust.  

Listen actively to customer concerns. Acknowledge their feedback and respond quickly. Even small gestures, like confirming receipt of an email, show that you care.  

3 - Track customer interactions  

Tracking customer interactions ensures no detail gets overlooked. It also helps you personalize your service. Consider using a roofing CRM to record interactions. Track conversations, preferences and complaints. Organized records ensure your team can address customer needs effectively and improve your service over time.  

Personalized service makes a lasting impression as well. Referencing past conversations shows customers that you value their input. For example, if a homeowner expressed concerns about a timeline, proactively update them on progress.  

Tracking interactions also helps prevent mistakes. Knowing the full history of a customer’s project reduces miscommunication and increases efficiency.  

4 - Always follow up  

Following up is essential for excellent customer service. It shows homeowners you care about their experience, even after the project ends.  

Send a thank-you email or card after completing a job. Express gratitude for their trust in your company. Small gestures like this leave a positive impression. You can also ask for feedback on their experience. Encourage homeowners to leave reviews or complete a survey. Use this feedback to identify areas for improvement.  

Follow-ups are also opportunities to address unresolved issues. Homeowners will appreciate your commitment to making things right.  

5 - Invest in sales software  

Investing in sales software can transform your roofing customer service. Modern tools help streamline processes, improve communication and reduce errors.  

Sales software simplifies the estimating process. Generate accurate quotes quickly, giving homeowners the information they need to make decisions. Fast responses improve their experience and increase your chances of closing the deal.  

The right roofing software will also allow you to track customer interactions and personalize your service. Accessing detailed records ensures your team can address homeowner needs efficiently.  

Some platforms also include scheduling tools. Keeping projects on track and communicating timelines reduces stress for homeowners. Additionally, automation features save time and minimize repetitive tasks, freeing your team to focus on customer satisfaction.  

How Leap SalesPro can power your sales  

Leap SalesPro is the ultimate in-home sales app for roofing companies. This powerful tool helps roofers deliver exceptional customer service and win more jobs in the process.  

Leap SalesPro streamlines estimates, proposals and contracts. Create detailed, professional estimates in minutes. Homeowners appreciate the speed and accuracy. Clear and transparent pricing builds trust and confidence. And better yet, you can quickly turn your estimates into appealing proposals and contracts.  

With Leap’s partners, you can also offer financing options directly within Leap SalesPro. Offering financing improves accessibility for homeowners and improves closing rates for your business. Providing this option demonstrates your commitment to meeting their needs and providing financial flexibility for costly jobs.  

In conclusion, Leap SalesPro helps roofers deliver outstanding customer service. Its advanced features save time, reduce errors and improve every stage of the customer journey. With Leap SalesPro, you can elevate your roofing business and win more jobs.  

Improving roofing customer service is a journey, but the rewards are worth it. Happy homeowners lead to repeat business, referrals and a stronger reputation. By implementing the tips above and leveraging tools like Leap SalesPro, your roofing company can stand out in a competitive market. Fill out the form below and start today to see the difference excellent customer service makes!

Original article and photo source: Leap