First Impression – What Customers Think When They Call a Roofing Business

Homeowners dealing with problems with their roof are often worked up. Because for them, a damaged roof can be just a harbinger of water damage, structural issues, and security problems for their most precious asset. When they finally do dial the number of a roofing company, they are not just in need of a service; they want reassurance, and they want solutions at a time when they feel at their most vulnerable.

When a homeowner contacts your roofing company over the phone for the first time, the client relationship you have with them is initially formed. 75% of callers will hang up if they reach voicemail versus a human. And this fleeting second can be the difference between a prospective client selecting you or moving on to a rival.

The first point of contact can be devalued by many roofing companies. Employing a custom-trained answering service from Signpost that is familiar with your industry can ensure that each and every customer interaction starts on the right foot and trust is built right from the first ring.

Impact of First Impression For Roofing Business

• Customer Trust and Confidence

How your team processes that first call largely determines a customer’s idea of how professional your company is and how the rest of the job will be. A prompt, knowledgeable reply demonstrates competency and reliability — characteristics which homeowners urgently turn to when their roof is in crisis. In fact, a study found that 89% of customers are more likely to buy if they have had a good customer service experience.

• Conversion Rates

The first experience is apt to have an outsized effect on conversion. When leads experience the feeling of being heard and appreciated when first calling your company, they are going to be more inclined to schedule an inspection or ask for an estimate. A first response that is responsive and empathetic can turn fearful callers into confident buyers.

• Referral Potential

The roofing world is built on referrals. Clients who experience superb service from the word go are much more likely to refer your business to friends, family, and neighbours. This form of organic marketing builds a long-lasting growth machine for your roofing business.

• Competitive Differentiation

In an industry as saturated as the roofing market, assuming that services are roughly the same, the customer experience is what separates competitors the most. Great communication from that first call makes your company a cut above the competition that ignores this key moment of contact.

How to Create a Positive First Impression?

• Professional Phone Etiquette

Teach your team to answer with warmth and clarity. A warm greeting that includes the name of your company helps to establish a professional tone right away. Make sure staff members introduce themselves, and that they ask the caller for his or her name, personalizing the connection from the get-go.

• Active Listening Skills

Prospects calling about a roofing problem need to know that the company understands. Use active listening, where you acknowledge concerns, ask clarifying questions, and then sum up the issue to make sure you have got your facts straight. This demonstrates to customers that you really do care about solving their individual problems.

• Clear Communication of What is to Happen Next

All calls should conclude with clear instructions about what will happen next. Whether it’s a date for when the inspection will occur, or a window for when they can expect a quote, or a timeframe in which a specialist will call them back, the simple act of giving a customer a solid next step goes a long way toward calming fears and instilling confidence in your process.

The initial impression clients get on the phone with your roofing company can set the tone for the entirety of that relationship. Responding to the initial inquiries in a professional and thoughtful manner shows that you care about quality work even before you set up your first date to meet on their roof.

While spending on training for telephone leaves and professional support for answering phone calls, you create a foundation of trust that separates you from the other roofers. What you communicate is there before your customer has even seen your work, so it needs to be a reflection of the quality of everything else you produce.