Are Your Roofing Customers Reasonable?

Reasonable Is An Opinion
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Are You Making Hay!

If your customer feels like a burden, you may be missing an opportunity.

You have to stand-out from the crowd. Don’t shoot for “customer satisfaction”… that just means they don’t want to kill you… shoot for amazement, blown-away, can’t believe it, crazy over-the-top service.

If you can do this, you’ll eliminate the competition entirely. If not, you’ll have to keep fighting for every new job you get.

If you’ve been in the roofing business for more than one hail storm you know that not everybody is reasonable. Your definition and their definition of what’s reasonable may be completely different.

However, when your goal is amazing customer service, you’ll have to give your customer the benefit of the doubt when it comes to who’s definition of reasonable you’re going to use.

When your customer crosses the line and wants to exploit you… believing you are weak… cut them off immediately and deal with them very strictly going forward.

All other customers, you should bend over backwards because they will eventually reward you with fierce loyalty and profuse praise. Their gratitude for your patience will astound you.

This means you have to be very careful with the type of customers YOU CHOOSE to do business with… I sometimes tell prospects up-front that I’m not sure if I want to do business with them since I’m the one taking on all the risk by extending them thousands or tens of thousands of dollars in credit.

When a prospect becomes a customer and later takes advantage of your good faith, it is extremely frustrating.

As much as it is within your power to do so, give them the benefit of the doubt. You make more hay from a combination of sunshine and rain. You need both to bring in the big harvest.


About The Author

Mike Coday

Mike Coday is a retired youth pastor turned serial entrepreneur, roofing marketing consultant, author, speaker, sales trainer, and sentimental family man. His expertise is coaching roofers to the next level of success.

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