what types of customers keep you awake at night staring at the ceiling with your eyes open?
None. Staying awake at night doesn’t help resolve any issues. The ones that bother me are the ones that we may have not provided 100% perfect product and service.
what scares you about those customers?
Every Customer is one of 3 things. A fan, blase or a hater. If we’ve done something to cause someone to be a hater, that will cost us business as they will go out of their way to tell people how bad we are.
What makes you angry? Who do you get angry at?
Ongoing errors of omission. Ignorance. Complacency. Sloppiness.
what are you top 3 daily frustrations?
People not following our processes. Laziness. Poor communication and follow up.
what kinds of trends do you see occurring or have occurred & how will they affect or are affecting your business or your life?
Insurance business is evolving in a bad way. Too many ignorant and greedy contractors who have near zero understanding of how to properly work insurance business are killing the goose that laid the golden egg. Hispanic roofers are becoming much smarter. That’s who we’ll all be competing with before long.
what do you secretly want or desire the most in your business?
To retire in 5 years and get the hell out of it.
Is there a particular way decisions are made in the roofing business?
In my opinion, the roofing business as a whole is 10 to 20 years behind most industries. A number of really good tradespeople but not necessarily good business people. And the quality of the trades people continues to decline. In general, decisions are poor and are knee jerk or reactive instead of planned and carefully thought out.
what kind of language does your business use to communicate between the various employee’s in your business?
I assume you mean what medium. If not, English. If what medium, we use phone, teleconference, email and texting.
who do you see as competitors & how are they offering their services?
I don’t think much about competitors. I can’t control what they do. I focus on our processes, our plans and how we are performing. Those are some things I have some control over.
have you bought a service that helps you improve your business. was it successful? If not how did that service fail?
RoofSnap combined with RoofSnap works great for measuring and calculating roof takeoffs.
Xactimate works well for estimating insurance jobs. I should say, it works well if you understand how to correctly utilize it.
Spotio, Sales Rabbit and Hail Trace for canvassing apps.