Employees Interacting with Customers Creates an Impression of Your Company

RCS Influencer Ken Kelly says that it’s important to be sure employees are prepared to represent your company and project a positive image.

Anytime an employee is in front of a potential or actual customer, they are a direct representation of your company. With each interaction, an impression is built or confirmed. Here are some ways Kelly Roofing utilizes our employees to project a positive image of Kelly Roofing.

Recruiting:  I can teach roofing, sales, accounting and any other position in the company. But I can’t teach someone how to be a good person or how to care. That’s something they are raised to believe. We hire those with talent and a big heart and let them use it to deliver an exceptional experience.

Training: What your team says and how they say it are all trainable. Each position is broken down into duties and responsibilities. Each of those are broken out into a quick bullet list of expectations. Each expectation is scripted. We role play at least weekly on at least one script, so proficiency is second nature.

Listening: Your employees know all your shortcomings and likely have all the knowledge needed to fix them; if you listen. Every person in the entire company attends a weekly meeting where their issues and potential opportunities are added to a list to solve and are given the chance to help solve them. This cuts down on negative sentiment, so the message is always positive.

Standardizing: Everyone in the company is asked to memorize our vision statement and three uniques. We call it our VTH statement. It’s our elevator speech, that what makes us different than others. Ours goes like this:

We believe roofing can be done better.  How we do this is by caring, communicating and being consistent.  We care by protecting your property and cleaning up constantly.  We communicate constantly so you are always in the know.  And, we’ve been consistently installing the best roofs since 1972.  Our typical customer is a building owner who desires a quality, valuable experience and a roof done right.  We start by providing a free estimate and back up all our work with the Kelly Clean Guarantee; We promise to leave your property cleaning than before we arrived.

Ken Kelly is President of Kelly Roofing. See his full bio here.