Building resilient roofers

By Jesse Sanchez.

Why service and maintenance are the backbone of a thriving business.

In this episode of Roofing Road Trips®, host Heidi J. Ellsworth sat down with Tracey Donels of Service First Solutions to discuss service and maintenance departments and their role in redefining the roofing industry’s approach to business growth. For many roofing contractors, service and maintenance is an untapped goldmine. Tracey shares why these departments are essential not only for addressing immediate needs but for driving consistent revenue and building customer loyalty.

Tracy points out the importance of team collaboration and a team’s role within the roofing business. “We know we have to take care of the products that we put down. We know that we’re not perfect,” Tracey says. “Every roof needs maintenance one time or another. And in a good economy, service is important. In a bad economy, service is vital.” He states that a strong service department helps contractors weather market fluctuations while fostering lasting relationships with building owners.

The discussion centers on practical strategies for establishing or enhancing service operations, with Tracey providing actionable insights tailored to businesses of all sizes. He expresses the importance of even the smallest roofing companies prioritizing this division, suggesting that a two-person team — one managing administration and the other handling estimates and inspections — serves as a solid foundation for growth.

Equally important, Tracey highlights proactive customer engagement as a key driver of success. He expresses the value of preventive maintenance programs and addressing field recommendations to save customers time and money while fostering loyalty. “Every roof needs maintenance one time or another,” he explains. “Very few people in their daily lives fire a service provider that they like and does good work.” Tracey adds, “If we can take that approach and just go out and chase it, rather than really keep the lights on, we get all these extra added benefits. And those are the repeat customers”

These dual approaches — structured teams and proactive outreach — lay the groundwork for building resilient service departments that foster customer loyalty and sustainable business growth.

For contractors eager to scale their service departments, Tracey stresses the value of key performance indicators (KPIs) and standardized processes. These tools, he argues, streamline operations, enhance efficiency and ultimately, make it easier for customers to choose your services.

Read the transcript or Listen to the podcast to learn more about how a strategic approach to this division can revolutionize your business!