Educating Customers Every Day

RCS Influencer Mike Pickel says that it’s important that customers be as educated as possible about their roofing systems.

Most people don’t ever think about their roof until they have a problem and then they are scrambling to find information and answers. We take the time to listen to our customers, to answer their questions and provide them with information and answers. We don’t employ salespeople; we employ trusted Roof Advisers.   

Our Roof Advisers work hard to make sure each customer understands exactly what the problems are that they are experiencing and the steps that our crews will take to repair the issues. In the case of a roof replacement, we walk through each piece of the roofing system to explain its purpose and the importance of the component.  We share information from our manufacturers on the products, so our customers can feel confident in how the product will perform.

When the roof problem is a result of storm, wind or hail damage, we share exactly how the insurance process works. We even developed a four-page guide that walks the owner through the steps and helps them understand what to expect and when to expect it. We’ve performed inspections together with insurance adjusters to ensure that all damage is accurately documented and noted in the claim.

We try to educate customers before they experience problems by writing educational blogs on topics such as different types of roofing systems, what to look for following a storm, tips for keeping their roofs in top-performance shape, understanding the importance of ventilation and other topics of importance. Most recently we wrote a blog regarding Texas HB 2102, which took effect September 1, that no longer allows contractors to waive deductibles. Under the new law, an insurance company has the right to ask the claimant to provide proof that they paid the deductible, or the insurance company can withhold the second payment for the claim, leaving the homeowner responsible. It’s important for us to share this information with our customers so they understand the law.

We share these blogs on our website and through our social media outlets. We also pay attention to what our manufacturers and distributors are posting online in terms of education and we use that information to educate our customers as well.

Mike Pickel is co-founder of Texas Traditions Roofing. See his full bio here.