NRCA President John Miller discusses the industry, business and his term as president
by Laura Meister
Habits are hard to break, which may be why John Miller, chief executive officer (CEO) of Western Roofing Service, San Francisco, still, after 36 years, stops at the post office every morning to pick up his company's mail before going to work. He opens each piece of mail before delivering it to its rightful owner.
His daughter Aimee teases that he is "big into mail." But Miller says this is how he stays abreast of Western Roofing Service's activities. "By opening the mail, I instantly know the status of each project and how the company is doing. I need to know everything-good or bad," Miller says.
Now that Miller has been elected NRCA president for 2000-01, he will travel more frequently and spend more time away from Western Roofing Service and his family. So he will have to rely on others to deliver the mail and keep him up to speed.
Industry concerns
Having worked in the roofing industry for the past 36 years, Miller understands contractors' day-to-day experiences and problems intimately. "For any roofing contractor, every day is a challenge," Miller says. "This is a high-pressure business, and it is stressful."
As NRCA president, Miller is determined to serve the industry and address its critical challenges. "The industry's image and work force problems still are overriding concerns. The tight labor market is a problem everywhere," Miller says. "And government intrusion into contractors' businesses continues to be a major issue."
Miller as a young child. |
To help roofing contractors combat the work force problem, Miller believes NRCA must continue its current efforts to recruit workers to the industry. Those efforts include its Roof Application Training Program modules and the National Roofing Foundation's Roofing Industry Alliance for Progress' public relations program aimed at recruiting new workers.
Miller also believes more lenient U.S. immigration laws could benefit the roofing industry. "Historically, immigrants have been the backbone of the U.S. work force, including the roofing industry," Miller says. "If we can get the government to loosen immigration laws, an increased immigrant population might help relieve the need for labor nationwide."
Apart from the current labor market, Miller knows the industry's image needs to be improved. Miller has had personal experience with the industry's negative image. During a recent speech to insurance professionals, Miller introduced himself as a roofing contractor, and an audience member suggested Miller take off his tie because he was overdressed for his profession. Although Miller knows the comment was made in jest, he says it illustrates people's attitudes toward roofing contractors: "The public thinks we are unsophisticated, scruffy people. It is discouraging, but that is what we must overcome."
Miller is optimistic about improving the industry's image. "In 10 years, I see our image changing dramatically. People will realize we are dedicated professionals who do great things for our communities," he notes.
Miller recommends roofing contractors work locally to improve the industry's reputation. He thinks a roofing company can gain exposure in its community and, in turn, help improve the industry's image by regularly contributing to charitable organizations, such as Christmas in April*USA, as well as publicizing those efforts.
Continued government interference and regulations are other concerns every NRCA president, including Miller, has to address. Currently, the Occupational Safety and Health Administration's proposed fall-protection and ergonomics standards, as well as potential asphalt-fume and U.S. Department of Transportation regulations, are important industry issues.
Miller would like to continue to work with NRCA affiliates to fight these battles. Miller commends the headway Immediate Past President Jamie McAdam, president of F.J. Dahill Co. Inc., New Haven, Conn., made toward working with NRCA's affiliate organizations and would like to further his efforts.
Industry trends
During his career, Miller has accumulated a wealth of knowledge and experience and seen many changes in the roofing industry, including the introduction of single-ply and modified bitumen roof systems. Technology continues to change the industry, and Miller believes the Internet's influence on how roofing professionals conduct business will increase. "The biggest change will be business-to-business commerce on the Internet," Miller says. "It will affect how we order materials and estimate jobs. I suspect in three years we won't be doing the things we are now."
Miller also believes NRCA's Web site—www.nrca.net—will be an increasingly important information tool for roofing contractors and consumers.
In addition to technological advances, there has been growth in roofing company consolidations and Miller's company has been a part of that trend. Recently, Western Roofing Service joined several other NRCA members to form TECTA America Corp., a roofing company consolidation headquartered in Denver and Milwaukee. (See "New roofing company consolidation formed," April issue, page 3, for more information.)
Miller and his wife, Ellen, in Hawaii. |
Similar to other roofing contractors, Miller says he initially had a negative attitude toward consolidations. He applauds NRCA's attempts to educate contractors about the advantages and disadvantages of roofing company consolidations and hopes NRCA continues its efforts.
Before Western Roofing Service consolidated with TECTA, Miller evaluated the pros and cons. "I decided if a consolidation made sense economically and the right people were involved, I would consider joining it," Miller says. "That was the only way I would [enter] into a consolidation. I didn't want someone who didn't know the roofing industry telling me how to run my business."
Although TECTA's success is important to Miller, he is quick to point out he will be focused on NRCA this year: "Every NRCA president has a company to run while he is president, and I am no different. My priority is NRCA, and my business associates support me."
Native son
Aside from the major issues and trends dominating the industry, Miller's term will feature several important NRCA developments, including the publication of The NRCA Roofing and Waterproofing Manual's fifth edition, as well as possibly breaking ground on NRCA's new headquarters building in Elk Grove Village, Ill.
In addition, NRCA's 114th Annual Convention and Exhibit will be held Feb. 14-17, 2001. The convention is a thrilling time for most NRCA presidents, but for Miller, the 2001 convention is particularly special—it will be held in San Francisco.
Born and raised in San Francisco, Miller now lives across San Francisco Bay in Marin County and considers the city to be a special place. "San Francisco offers tremendous diversity," Miller notes. "It has great cultural outlets, including theaters, restaurants and museums, and offers an outdoor lifestyle."
Among the things Miller loves most about San Francisco are its sports teams. An avid sports fan, Miller has season tickets for San Francisco's NFL football team, the 49ers. And Western Roofing Service roofed some of the administrative buildings that constitute Pacific Bell Park, the recently built San Francisco Giants' baseball field. Miller says he will be proud to show off the city to convention attendees.
Industry involvement
Although Miller attended his first NRCA convention in 1969—the year Western Roofing Service joined NRCA—he didn't become active in the association until 1990. In addition to NRCA, Miller has served the Associated Roofing Contractors of the Bay Area Counties Inc. for 25 years, which included two terms as president. Western Roofing Service also is a member of the Roofing Contractors Association of California and charter member of the Western States Roofing Contractors Association.
Miller became involved in NRCA at the request of the Bay Area association; the association wanted a local contractor to represent them nationally. For Miller, the timing was right—his daughters were in college and his family would be less affected by his involvement.
Miller has served as chairman of numerous NRCA committees, including its Contractor Management Committee; Retirement Program Committee; Convention Committee; and Audit, Budget and Finance Committee, among others. In addition, Miller was chairman of the Insurance Board of Governors and Roofing Industry Alliance for Progress.
Miller considers NRCA and other industry associations to be necessary for a roofing company's success. "You always get more from an association than you contribute," Miller says. "NRCA offers so much information, I don't understand how a company can be successful in this industry without being a member."
Western Roofing Service
The information Miller has gained from NRCA membership has helped him expand Western Roofing Service. Situated in a moderately sized, one-story building in an industrial area of San Francisco, Western Roofing Service is distinguishable from surrounding buildings because of the large red "W" that sits on its roof. The logo also appears on all the company's vehicles, and many Western Roofing Service employees wear shirts embroidered with the logo.
Although Miller is a shrewd businessman, he also has a softer, sentimental side. Among the objects that adorn his office are framed photographs of his three daughters as children, his favorite project Western Roofing Service has completed (reroofing warehouses at Fort Richardson near Anchorage, Alaska, in 1978), and his father and other former Western Roofing Service employees who have passed away.
Miller's father opened Western Roofing Service in 1952 and began installing steep-slope roof systems under contract with Sears, Roebuck and Co. Miller started helping his father with the company during high school and college by driving dump trucks. After Miller graduated from Santa Clara University in California in 1963, he joined the Air Force.
After six months of active duty, Miller joined Western Roofing Service. However, he wasn't sure roofing would become his career. Throughout college, Miller wanted to pursue teaching and coaching. During college, Miller coached a local grammar school's basketball team. "We never lost a home game," Miller proudly recalls about his team.
However, during his first year at Western Roofing Service, Miller's father discovered he had cancer and took time off to battle the disease.
"Before the year was out, I was thrust into running the business without any experience," Miller says. "By the time my father returned from his leave of absence, I was hooked. I had roofing in my blood."
Since Miller joined Western Roofing Service, the company has grown tremendously. Previously a local company that installed only steep-slope roof systems, Western Roofing Service now installs low-slope roof systems throughout the western United States, as well as Alaska, Hawaii and Guam. About 85 percent of the company's work is reroofing, and 15 percent is new construction.
"During the 1960s and 1970s, we did a lot of new construction, and during the 1980s, government contracts were a majority of our business," Miller says. "But during the past 10 years, military bases have been closing and the government's defense budget has decreased, so we have had to change our business dramatically."
To adjust, Western Roofing Service has worked to increase business from private industry, property managers, real estate investment trusts and its maintenance service.
During peak season, Western Roofing Service employs about 300 people. However, for such a large operation, its office staff is small—16 people, some of whom have been with the company for more than 25 years.
"Western Roofing Service is a family group," says George O'Neill, the company's senior vice president. "That atmosphere starts at the top with John. He motivates us to do a good job and gives us the tools to succeed."
Ray Berendt, a Western Roofing Service estimator, agrees. "Everybody here works together—there are no individuals," Berendt says. "We work toward the same purpose, and there isn't one individual set aside as an 'ultimate person.' That includes John. He operates as one of us."
To allow himself to meet NRCA's time demands and continue to expand Western Roofing Service, Miller promoted several of his employees and made himself CEO.
"Before I decided to accept the NRCA presidency, I discussed it with my staff members," Miller says. "They support me and already are into a routine. They're doing a great job, and the company will continue to succeed."
Many of Western Roofing Service's employees credit Miller for their success. "John is a big-picture manager," O'Neill says. "Instead of getting bogged down in details, he encourages us to take care of them. I think that is one of his major strengths."
Family man
To be a successful businessman, Miller has had to rely on strength, and it is obvious his family is the source of that strength. According to Miller, his family (wife Ellen and daughters Susie, Katie and Aimee) is a "mutual admiration society" that is proud of each others' achievements. One recent achievement the family continues to celebrate is Katie's 1-year-old son, Will, who is the Millers' first grandchild.
The Miller family (from left to right): Ellen and John Miller; Kevin and Aimee Carey; Gary Hornbeek and Susie Miller; and Elliott and Katie Magnuson and their son, Will. |
The Millers' home also reflects their pride in one another. Paintings Ellen has completed adorn almost every room of the house, and Katie's and Aimee's wedding portraits are hung in Miller's home office—Susie's portrait will join them after her wedding in July.
"He is so supportive," Aimee says about Miller. "He was at every one of my sporting events during high school and always was the loudest person cheering."
"I think John's greatest success is our family," Ellen says.
Although none of Miller's daughters works for Western Roofing Service, family has made its way into the company. Katie's husband, Elliott Magnuson, and Aimee's husband, Kevin Carey, both work at the company as maintenance program coordinator and estimator, respectively.
"I never have met a more intelligent businessman," Carey says. "John is someone who can run a company, motivate people and still have a good time doing it."
And that is a valuable lesson Miller has taught his daughters. "He has taught us to balance hard work and fun," Katie says.
The good times
When he is with his family, Miller likes to relax and have a good time. And according to Ellen, Miller always has been that way.
"When we first started dating, John was so gregarious I could never find him at parties because he always was talking to people," Ellen says. "He still loves to talk and tell stories."
After 35 years of marriage, Ellen knows many of those stories. Miller and Ellen met during a semester break in college while skiing in Lake Tahoe, Calif., where the Millers now own a cabin, and dated five years before getting married.
Together, Miller and Ellen like to play golf and spend time with their family and friends.
Miller and Ellen also enjoy traveling together. Among their favorite destinations is Hawaii, where they recently purchased land and plan to build a home. When he and Ellen aren't traveling, Miller often can be found watching golf or NCAA basketball games on television, Ellen says.
Fortunately, Miller enjoys traveling because his NRCA responsibilities will require him to be away from home more.
"Traveling gives John a boost," Ellen says. "In fact, if he went a month without getting on an airplane, I think he would get antsy."
Miller doesn't think his absence will affect his family life too greatly. "This is the perfect time for me to travel—the girls have moved out, and Ellen can travel with me when she wants," Miller says.
"The presidency is a great achievement for John," Magnuson says. "He works hard to continue to expand Western Roofing Service and broaden his responsibilities at NRCA. We're proud of him, and I think he is proud of himself."
Next on his agenda
The upcoming year will keep Miller busy, but that doesn't bother him. "I am convinced this is the best time of my life," Miller says. "I never have worked harder, but I am having fun."
Ellen and his daughters say Miller will be ready to relax a bit when his term as NRCA president is over. But as soon as that happens, they predict Miller already will be seeking his next challenge.
Laura Meister is associate editor of Professional Roofing magazine.
Home-field advantage
When elected, each NRCA senior vice president knows he will spend more time away from home during his term. However, NRCA Senior Vice President Mike Promen, president of Clark Roofing Co., Broadview, Ill., won't be traveling as much as previous senior vice presidents; Promen's office is located only 20 minutes from NRCA's headquarters in Rosemont, Ill. In addition, NRCA's Midyear and Fall committee meetings will be held in Chicago, where Promen lives.
"My proximity to NRCA will be helpful," Promen says. "If problems arise, it will be easy for me to be there in person."
When discussing how he and NRCA President John Miller, chief executive officer of Western Roofing Service, San Francisco, will work together this year, Promen compares the NRCA presidency to a performer who spins plates: "John's job is to keep all the plates spinning and make sure none of them drop. My job is to make sure nothing gets in John's way."
Among the things Miller and Promen will continue to work toward is improving the industry's image. "There are several issues the roofing industry currently faces, such as the labor shortage, and several of them relate to the industry's image," Promen says. In addition, Promen is curious how current industry trends, including roofing company consolidations, will fare during the next year.
NRCA Senior Vice President Mike Promen, president of Clark Roofing Co., Broadview, Ill., at work. |
Promen says he is ready to listen to NRCA members' thoughts about how these issues affect their businesses. Promen ranks his ability to listen as the greatest strength he brings to his term as senior vice president. "People often learn more if they take time to listen to each other and solve problems by listening," Promen notes.
Promen's term as NRCA senior vice president is not his first leadership position at NRCA. Promen has served NRCA as a director from 1978-81, 1982-85, 1990-91 and 1995-97. In addition, Promen was vice president from 1983-85, 1992-94 and 1998-2000. Promen also has been president of the National Roofing Foundation and served on NRCA's Education Operating, Membership and Technical Operations committees, as well as the Insurance Board of Governors, of which Promen was president.
Besides NRCA, Promen believes another key to his success is beginning every morning early. Typically, Promen arrives at Clark Roofing by 6:15 a.m. to make coffee and talk to his employees about current projects. In addition, he tries to visit the company's job sites every other week. During lunch, Promen usually exercises at a gym, which he says helps him battle stress. Between 5 p.m. and 6 p.m., Promen returns to his condominium in downtown Chicago.
Regardless of his proximity to NRCA's headquarters, Promen will have to spend some time away from Clark Roofing. But he is not too concerned about how the company will do in his absence. "I have outstanding employees who carry out business without me. In fact, I think they prefer it when I am out of their way," he jokes.
As he begins his term, Promen is grateful to NRCA and the information it has given him. Now, he would like to give back to the association. "I recognize what I owe to NRCA and all it has taught me. As senior vice president, I would like to repay that debt by doing my best for NRCA," Promen says.
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