Listen before you explain
A customer may be worried about leaks, cost, disruption or being pressured. Ask ‘What concerns you most about the roof?’ Let them finish, summarize what you heard, and agree on the priority. Use plain language and never make the customer feel foolish for asking a question.
Make communication predictable
Give the customer a named point of contact, the preferred communication method and an agreed next update. Promise only response times and dates your company can meet. When nothing has changed, explain what you are waiting on instead of disappearing.
- Before the visit
- Confirm arrival window, purpose, access and any inspection charge. Let the customer know promptly if you are delayed.
- Before production
- Discuss scheduling dependencies, noise, driveway access, landscaping protection, pets and children. Explain who handles permits and property preparation.
- When plans change
- Explain the issue, its impact and available options. Document price or scope changes and obtain approval before extra work, except immediate safety/emergency measures permitted by the agreement and law.
- After the work
- Complete a walkthrough, share completion photos and paperwork, explain warranty contacts, and follow up on unresolved items.
Handle a complaint without getting defensive
Practice script: ‘I understand why that concerns you. Let’s document what happened and look at it together. I’ll confirm who is responsible for reviewing it and when you’ll hear from us.’ Listen, record facts, escalate safety or active-water issues promptly, and provide a realistic next step. Never blame the homeowner, crew or insurer before investigating, and do not promise a remedy you cannot authorize.
Knowledge check
Score 70% or higher to pass this module.
1. When a customer raises a concern, your first response should be:
2. A scheduling delay occurs. What is the best action?
3. Unexpected non-emergency extra work should be: