Repeat Business

DavidC

Sold a roof job yesterday. I've been avoiding them or subbing them out for a number of years but this has been a very slow winter and I welcome the work.

This job was sold with a few notes on a spiral pad, verbal quote and a handshake. Materials were ordered same day and we will start when weather permits. I'll pick up the down payment today.

I don't recommend this approach normally, especially to the new guys. But here's the thing, I roofed the same house for the same customer in 1988 and have done all of the remodeling since then. He has been good for almost an annual remodel of some sort and doesn't even consider other bids. The only exception was I finally convinced him I didn't want to paint the house and he hired someone else.

He has remained steadfast and loyal even as I transformed my business from the usually lowest bid to the normally highest. (Most of my best education came from a forum very similar to this one.)

This is probably the best example I can think of to show the results of good customer service.

Good Luck
Dave

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oldfrt

Good post David,

A little something for the newbies to chew on!

It is always good to get the repeat business,and the lesson here is to always leave a client on good terms,so he'll do as this one ,and call you for the next project.

I always considered leaving the smaller jobs and roofing to some one else,but I find that more connections you have for work performed,the better the chances of surviving the slower times.

All of my work comes word of mouth,but it takes a lot of time to build a loyal client base.In my opinion it's either spend the extra time to make each project your best or spend it giving 10 to 15 estimates before you get a hit.

That kind of reputation is like gold in this economy!

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loneframer

Reputation is everything!!! I replaced a 4' section of handrail for a customer twice because he said he didn't like the finish.
I bit my tounge and ate crow. Now he's on the condo board and is refering me to everyone. I lost about 200 clams on the railing with the callbacks, but have already made it back in referals.

J-Peffer

Great post,

I've done the same. A single customer, who was just a nice older guy has actually built my business to what it is. He was so impressed with our work and that I was always there working with the guys, we have done all his roofs.

He owned quite a few houses in the area, he even paid us to drive 2 hours to his primary home and re-roof that also.

He recently had a heart stint put in, and I made sure to send him a card, and assured him if he needs anything to call. From a errand ran, to a maintenance call on a rental. Free of charge of course.

He called me when he got it, and thanked me and assured me I was a great friend.

That's the best part about this line of work, establishing a great relationship with your customers. Some times I feel I'm "TOO NICE" to be in the business, but it's worked out well with guys like him.

DavidC

In no particular order, since 1988 we have remodeled his kitchen, bathroom, built them a master bedroom suite, Timbertech deck, french door for the new deck, replaced all the windows, paving stone sidewalks, roof on his barn, concrete floor in the barn, closed in a leanto for the barn, installed windows and doors in the barn. I probably missed something plus there was all kinds of small handyman jobs.

Replaced his furnace. That one he worked on me for 3 years to do. I kept referring others, he kept insistng I could do it. In the end it cost him more than he had "heard" it should, but that was alright by him.

While I'm there for the roof he wants me to look at replacing his bathtub with a shower so we can add a linen closet and build a closet upstairs.

In times like today these customers are golden. The trouble is you don't know how much you'll need them say 20+ years down the road.

Make sure you charge enough so you don't regret it, serve your customer well enough so they don't regret it.

Good Luck
Dave

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loneframer

I only have one question. How do you sleep at night? too nice?
POPPYCOCK!

BattleRidge

I just got a metal roofing job from these people that had a 160k metal building put up, and the guy that bid it was 2k below me and they still took me. Never a good way to go out.

I do lots of small things to make customers want to call me back or talk me up to their friends, I love doing projects that I dont have to compete to bid. I just did a reside, and did the entry way soffit in t and g, which cost me about 100 bucks but she wanted it so bad and was over budget on the whole project as it was so I did it just so it tied all the wood accents together and she was pumped. Now im turning her parents picture window into a french door and replacing another window!

dougger222

Last Summer a contractor friend of mine was referred to a home owner who needed a couple stairs built by the pool. He did the work and said the roof was shot. A few weeks later the adjuster was out and approved it for full replacement.

The contractor handed the job over to me as we share jobs back and forth. A few hundred dollar stair job turned into a $24K roof. First job this Spring when the weather gets nice.

DavidC

A related update.

I've been working our customer base and picked up a few small jobs. Also measured 2 more roofs to quote. Again these are solid repeat customers that we have been working with for a number of years and there won't be any competive bidding going on.

Good Luck
Dave

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carlsguide

I just wanted to say I wouldn't do a job on just a verbal agreement and a handshake. I would need it in writing with signatures. It's for my protection and there's.

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new roof cost

DavidC

I would normaly agree, but after 21 years and numerous projects with this customer I think we'll be alright. I was more pointing out the benefits of long term good customer service.

Good Luck
Dave

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