Education Builds Long-term Relationships

RCS Influencer Rudy Gutierrez says that education allows his company to become the customer’s problem solver and roofing contractor for the long term.

At Shell Roofing Solutions Group, one of our core values is to create a long-term relationship with our clients. We do that by developing trust. Our approach is not a one-time sales approach, we want to be our clients’ problem solver/contractor for the long term. One of the ways we achieve this goal is through education.

We have found that the best way to educate a client on roofing is to develop the right strategy for their facility. The only way to do this is to listen rather than try to sell them something. Listen to what their pains are and the problems that they are trying to solve. Find out their goals for their building. Once you have listened to your client, you can determine the best approach and strategy.

Educate them by providing easy-to-follow information that contain clear cost assessments. While understanding the solution is important, clients also want to know how much this will cost them. Our approach is also to educate them on the implications of not acting on roofing issues. We clearly explain the problems that can occur, and the costs involved in different scenarios. Through good customer service and education, we are able to show the potential financial implications of not doing something.

Educating a client on the financial implications, benefits and consequences of putting things off, is a best customer service approach. Our clients need to be great at what they do. By working with them to understand their unique needs and identify the needs of their buildings, we can help them be great at what they do. When it comes to roofing, we need to use our expertise and professional approach to be their problem solver and be great at what we do.

Rudy Gutierrez is president and CEO of Shell Roofing Solutions. See his full bio here.