R3NG Roofing and Gutters - PODCAST TRANSCRIPTION

Editor's note: The following is the transcript of an live interview with Lauren Morley from R3NG. You can read the interview below or listen to the podcast. 

Megan Ellsworth: Hello everyone. My name is Megan Ellsworth here at rooferscoffeeshop.com, and I am so excited to be chatting with our April Roofer of the Month, Lauren Morley from R3NG, here in Denver, Colorado. Hi Lauren, how you doing?

Lauren Morley: Hi, Megan. I'm good. How are you?

Megan Ellsworth: Doing well. So happy that y'all are the roofer of the month for April.

So, why don't we just start by having you introduce yourself and tell us about your company?

Lauren Morley: Yeah. So my name is Lauren Morley. I have been one of the owners of R3NG for the last five years, and actually as of April 28th, I will be the sole owner of R3NG, which is exciting.

We are a low slope commercial roofer out of Denver, Colorado. Like I said, we've been around actually for eight years, as a company, and we do full re-roof services and have a full in-house roofing division as well.

Megan Ellsworth: Love it. Would you say that R3NG has a specialty of any kind?

Lauren Morley: I think for us it's definitely low soap commercial roofing is going to be our bread and butter, as well as HOA, multi-family. That's kind of the world we've always lived in, and same with our in-house services team, is one of the things that we like to think sets us apart from the rest.

Megan Ellsworth: Love it. Yeah.

This is my favorite question because it's always so different depending on the company and the people, but that question is, what's something special that your company celebrates? That can be actual birthdays or some sort of culture element? What do you guys celebrate?

Lauren Morley: Yeah. So we have what we kind of call our culture and customer engagement strategy. It's called P.R.I.M.E. If you've ever seen any of our marketing, you've probably seen it on there. It stands for plan, repair, restore, replace, inspect, maintain, and educate. And it's something that we really implement everywhere, not only with our customers, but with our employees and with our partners in the industry. And we think it just sets us apart and it's something special to us because education is such a cornerstone of what we do and it's how we provide a service instead of just being a contractor.

Megan Ellsworth: I love that. That's awesome.

Can you actually say that again? What does P.R.I.M.E. stand for? That was just so interesting to me.

Lauren Morley: And I can go into depth just a little bit. So, it's plan. So that's everything from how we help our customers plan for their future, whether that's budgeting or doing annual maintenance. And also how we plan for a job, so using the tools that we have in the industry through technology, to better plan to make sure our jobs go off without a hitch.

Then there's the R; repair, restore, replace. That's our way of trying to make sure that we're always helping our customers do what's best. Not always just going straight for the replacement, but helping them figure out if they can just restore their roofs, say through long-term repairs or coatings, or if they really just need repairs or annual maintenance.

Then you have inspect, which is the obvious one. You have an in-house service team. So, ensuring that we're helping our customers be proactive about their roofs through inspection.

Maintain. We're really big on annual maintenance and helping our customers not only prep in case they have to deal with future claims, but proactively avoiding interior leaks through maintenance.

And then educate, which is kind of the cornerstone of P.R.I.M.E. For us, it's not only keeping our employees really educated through yearly trainings and groups like NWIR and IIBEC, but then also educating our customers, so they really understand what it is we're doing, why we're doing it, and so they understand the process and feel like they're a part of it instead of just being told what to do.

Megan Ellsworth: Love it. That's great. Wow. Very cool.

So, how do you define superior customer service?

Lauren Morley: I think communication is probably the number one thing, and it's amazing 'cause it's the number one thing that we kind of hear is lacking in our industry. We always joke how often somebody will say to me, "God, we just love you guys because you always answer your phone." But I'm kind of like, "I wish that that wasn't like your bar of what made you love a contractor." But I think communication for sure.

And then I think also just doing the install to quality. So every roof R3NG has ever installed has been a warrantied SPECT system through JAF, and it makes sure that not only it's being installed properly, but that our customers are going to be protected after the fact.

So, I think those are probably two of the things that set apart superior quality.

Megan Ellsworth: Absolutely.

Why should home, or in this case building owners, work with your company?

Lauren Morley: I think because we hold ourselves to a higher standard. From the very beginning, both Jason and I came from the service industry and we always wanted to provide a service, not just be a contractor. And we really try to partner with our clients. So for us, it's as important to us that we want to work with them as they want to work with us, and it gets it to a point where I think they can trust us, which is really important for a contractor.

Megan Ellsworth: Absolutely.

And then lastly, question that I'm going to throw in here is why are you an Art Club member?

Lauren Morley: That's a great question. Because of the community, I think, and the additional information that you guys can give and provide to us as a contractor. It's really, really great, especially for my employees. Almost all of them have been utilizing the Art Club to get more information and see how other contractors are doing it. I think peer-to-peer groups are essential to success, and Art Club is basically one big giant peer-to-peer group, which is awesome.

Megan Ellsworth: Yeah, so true. Yay. Well, we at Roofer's Coffee Shop are so happy to give you the title of April Roofer of the Month. So, congrats and thanks for being a part of our RCS community.

Lauren Morley: Well, thank you. We're really appreciative of the honor and we're excited to be a Roofer of the Month.