To be successful, roofing contractors and roof consultants must
possess a vast knowledge of the roofing industry. In addition,
these professionals must continually develop one of the most
important characteristics for any business—excellent customer
To determine what denotes excellent customer service,
Professional Roofing asked roofing contractors, roof
consultants and building owners to answer the following questions:
What is the most important thing in establishing a relationship
with a customer, and how do you maintain that relationship?
Respondents representing roofing contractors include Dennis
Conway, co-owner and vice president of Commercial Roofers Inc., Las
Vegas; Alex Hernandez, vice president of Clark Roofing Co.,
Broadview, Ill.; and Rod Wetherbee, vice president of Wayne's
Roofing Inc., Sumner, Wash. Responding roof consultants include Ray
LaTona, regional vice president for Simpson, Gumpertz & Heger
Inc., San Francisco; Ted Michelsen, president of Michelsen
Technologies, Lakewood, Colo.; and Luther Mock, RRC, managing
partner of EDIFIS Building Exterior Solutions, Fort Wayne, Ind.
Responding building owners include Mike Dietrich, manufacturing
project engineer at Turtle Wax Inc., Bedford Park, Ill.; and Bud
Lewis, senior planning specialist at Army Reserve Installation
Management, Little Rock, Ark.
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