What are some of the biggest complaints people have about roofing contractors that you can easily avoid, and at the same time leave your competition in the dust?
These may seem simple and obvious but you would be amazed at how many roofing contractors do these exact things! Avoiding these should be part of your marketing program.
1 – Being late or not showing up at all for your sales appointment
This is one of the biggest complaints that consumers have about roofers (before the work is done). This is also one of the easiest ways to loose a potential customer and hand the sale to your competition. If you are going to be late or need to reschedule, make sure that you let the homeowner know as soon as possible, or better yet, show up on time as scheduled! Advertise that you guarantee on-time sales appointments. Think of Dominoes Pizza “delivered in 30 minutes or it’s free.” That powerful statement catapulted their business to the #1 pizza chain in the nation, just because they promised to be on time.
2 – High Pressure Closing
How many of us like to be closed? When you need a new car or other major purchase what is it that you dread the most? High pressure salesmen. You may close some sales with this technique but you will dramatically lower your chances of having a truly satisfied customer that will refer their friends and family to you. One high pressure sale now could cost you many sales later.
3 – Unprepared sales presentations
The customer needs you to be the expert. The only way that you can build that confidence in your prospect is to be well prepared and ready to answer their questions and provide them a meaningful reason to do business with you.
4 – Unexpected charges
Help calm the customers fears that you will stick them with extra charges after the job is started by doing a thorough inspection of the job before providing a proposal. In addition to this you should provide some sort of assurance that your bid is complete and if there are areas for potential increases make sure you are clear about them upfront.
5 – Lack of Communication
Before, during and after the sale. Customers want to know what is going on and what to expect at every step of the way. In your marketing and sales presentations clearly outline the steps and time-frames of their roofing job. Letting them know what to expect, and then living up to it is a sure fire confidence builder and one of the best ways to ensure a steady stream of referrals.
Always remember that what seems normal to us in the industry may seem strange, uncomfortable, or downright aggravating to our customers. If you can assure the customer that they will not experience these hassles with your company you can ensure that you have the advantage over your competitors who are content to do business as usual.