A matter of trust

Contractors, consultants and building owners discuss important aspects of establishing a relationship

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 service skills.

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.