Diamond Certified Video Reports

Mr. Roofing, Inc. in 5 Useful Answers

• Play from Beginning
• What type of precautions does your company take to ensure client safety?
• What does Helpful Expertise mean to you and your team?
• What’s your favorite book that you’ve read in the past couple of years? Why?
• What’s the favorite thing you enjoy about the work that you do?
• What are some of the key things your company does to deliver high quality?
• What are the handful of questions shoppers should be asking companies in your industry before they b
• What should potential customers know about you and your team?
• What makes your company different from the other roofing companies?

Mr. Roofing, Inc. - Diamond Certified 5 Useful Answers - video transcript

Yeah, so you know, being a contractor, safety is part of our culture. And so, there were a couple of extra protocols that we had to follow to keep our customers safe and our employees safe. Um, you know, like masks and hand washing stations. We've always had portable bathrooms, training, um, so that sort of stuff wasn't too, too different. Um, except that we had to wear masks all the time. Uh, and then also, we started doing things virtually for our customers. Like, we’re able to do virtual, um, site assessments where we fly drones. We, um, you know, we're able to do virtual presentations. It just really forced us to, um, change a couple of things to be able to protect everybody involved. Helpful expertise is what it means to us is serving our client. So, I actually really love what Diamond Certified has done in having that helpful expertise section and pro tips because that's what we do every day. By the way, that's how we take care of our clients. Um, and so it just means hearing our client, examining and assessing the situation that they're going through, and then based on that, being able to offer an honest recommendation. Uh, and most of the time, we're able to help, and when we're not, we're able to point them in the right direction so that they, uh, know end up getting taken care of. One of my favorite books is actually, uh, The Four Agreements by, uh, Don Miguel Ruiz. It's actually a book that I've even handed out to my whole team. It basically talks about four agreements: like be impeccable with your word, don't make any assumptions, don't, uh, take things personally, and then the other one I think is, um, always do your best. When there is like a misunderstanding, um, a disagreement of some sort internally, or even when we're out with, uh, our clients, um, assessing a situation, we, um, you know, we use that and kind of see where in those four agreements maybe something might have gone, uh, uh, awry, right? And it’s been very helpful. So, it's a good culture book for, for us internally and even to serve our clients. The favorite thing I enjoy about the work that I do is, well, one of my favorite things is, uh, seeing the results of our hard work. Uh, driving around different neighborhoods, and you know, my kids are like, “Oh, I know, I know, Dad, that's a roof you did over there,” and because I’ll point them out, “Hey, we did that roof,” or “We did that solar installation.” So, that’s absolutely one of my favorite, um, things. And, um, along with helping, helping a client, you know, I'm pretty naive that way when we go out to a needs assessment, and, you know, someone called us because they have some sort of pain or sense of urgency. And when we're there, um, seeing if I’m able to be helpful and if, you know, just being honest and transparent with folks. You know, we're very, um, everything that gets measured gets done, right? So, uh, quality being one of them. So, for example, besides the needs assessment that we do on the initial call, after we earn someone’s, we’re awarded someone’s project, then we go through our scheduling process. Uh, we reach out to the customers, right, and communicate. So, one thing we do is over-communicate, where clients have to say, “Okay, okay, we got it, we got it,” but we want to make sure, um, that we communicate as much as possible. We have a pre-construction meeting. That’s where the project manager goes out and makes sure that we, um, are on the same sheet of music, right, with what was originally promised. And then, we get inspections by the manufacturers, by the cities, um, so we have an extra set of eyes checking on our work. And at the end, we have a close-out process, a final walk-through, um, where we just, you know, reconfirm everything that we did and have a zero defects form. Then we register the warranty with the manufacturer so that the homeowner gets a long, uh, life and protection in case we ever disappear and are, are no longer, um, in business. They’re, they’re protected. And then finally, we ask for feedback, right, like through Diamond Certified. Um, ask for feedback on how our service was. And so, all along the way, we’re measuring, and that way we have real information to be able to celebrate when we do something well or, uh, train if we've, you know, fallen short on, on an expectation by our client. Yeah, so, um, along with the basics of like, are there, is the contractor you're dealing with licensed, insured, and, and have, you know, has like a track record, um, we, we focus our questions, especially in the needs assessment, around, um, like, for example, what problems are you having, right, and what are the possibilities to solve those problems and avoid future problems? Uh, we call these like the 5Ps. Um, so that’s the first P. Um, the second would be like, what are the right products to, um, solve those problems or avoid those problems that, that a client might be experiencing? Um, what are the right processes that are in place to assure, um, that the customer will have a good, a wonderful experience? Um, who are the right people to take care of, of following these processes, right, to install these products and, and solve your problems? And then the final question around price: like, what's the right price that we, you know, we are an honest, qualified, professional service that we, um, we're proud to be in the roofing industry and in the solar industry. And, um, we certainly are, are not perfect. However, you can tell a lot about a company by the way that, um, they handle a question, a concern, a complaint. And then, of course, even a compliment. Um, so, you know, um, you can tell a lot about us by the way that we react to, um, any of those things—a question, a concern, a complaint, or even a compliment. So, that, you know, um, a lot of people will say they use the best materials and have the best quality and use, have the best people, and, and we really though go out of our way to measure that. So, we want our customers to be completely satisfied because we depend on their referrals, and you know, Diamond Certified helps us with that because it's an exponential way of, of broadcasting the good stuff that we do. You know, we're really in it to help people. So, help people that are on our team achieve their own, like, personal goals and, um, have a work-life balance, right? And then, um, taking care of our customer—that’s, that’s like the most important thing. So, a lot of people, I think a lot of companies say that, and again, we really measure it. We really, we really—the barometer that, um, we hold ourselves to depends on the feedback that we're getting. And yeah, so again, we're not perfect. However, um, we really do right by people, and that's why we've been around 32 years. We just want to make a promise, keep a promise, and make sure people are happy so that they can refer us.