Diamond Certified Video Reports

Mr. Roofing, Inc. in 5 Useful Answers

• Play from Beginning
• What type of precautions does your company take to ensure client safety?
• What does Helpful Expertise mean to you and your team?
• What’s your favorite book that you’ve read in the past couple of years? Why?
• What’s the favorite thing you enjoy about the work that you do?
• What are some of the key things your company does to deliver high quality?
• What are the handful of questions shoppers should be asking companies in your industry before they b
• What should potential customers know about you and your team?
• What makes your company different from the other roofing companies?

[Music] Yeah. So, you know, being a contractor, um, safety is part of our culture. And so, there were a couple of extra protocols that we had to follow to keep our customers safe and our employees safe. Um, you know, and so like masks and handwashing stations. We've always had portable bathrooms, uh, training. Um, so that sort of stuff wasn't too too different. Um, except that we had to wear masks all the time. Uh, and then also we started doing things virtually for our customers like we're able to do virtual um site assessments. Uh, we fly drones. We um, you know, we're able to do virtual presentations. It just really forced us to to um change a couple things to be able to protect everybody involved. Helpful expertise is what it means to us is serving our client. Uh so I actually really love what Diamond Certified has done and having that help helpful expertise section and pro tips because that's what we do every day by the way. That's how we take care of our clients. Um, and so it just means hearing our client, examining and assessing the situation that they're going through and then based on that being able to offer an honest recommendation. Uh, and when we're most of the time we're able to help and when we're not, we're able to point them in the right direction so that they uh, you know, end up getting taken care of. One of my favorite books is actually uh The Four Agrievements by uh Don Miguel Ruiz and it's it's actually a book that I've even handed out to uh my whole team and it basically talks about four agreements like be impeccable with your word. Don't make any assumptions. Don't uh take things personal. And then the other one I think is um always do your best. And that is so when there is like a misunderstanding um a a disagreement of some sort internally or even when we're out with our clients um assessing a situation, we um you know, we use that and kind of see where in those four agreements maybe something might have gone. Uh uh arrive right and it's been very helpful. So it's a good culture book for for us internally and even to serve our clients. The favorite thing that I enjoy about the work that I do is well one of my favorite things is uh seeing the results of our hard work uh driving around different neighborhoods. Uh, and you know, my kids are like, "Oh, I know. I know, Dad. Uh, that's a roof you did over there." And because I'll point them out, hey, we did that roof or we did that solar installation. So, that's absolutely one of my favorite um things. And um along with helping uh helping a client, you know, I'm pretty naive that way when when we go out to a needs assessment and you know, someone called us because they have some sort of pain or sense of urgency and and when we're there um seeing if I'm able to be helpful and if you know and just being honest and transparent with folks, you know, we're very um everything that gets measured gets done, right? So, for example, besides the needs assessment that we do on the initial call, um after we earn someone's we're awarded someone's project, then we go through our scheduling process. Uh we reach out to the customers, right, and communicate. So, one thing we do is overcommunicate where clients have to say, "Okay, okay, we got it. We got it. But we want to make sure um that we communicate as po as as much as possible. We have a preconstruction meeting. That's where the like the project manager goes out and make sure that we um are on the same sheet of music, right, with what was originally promised. And then we get inspections by the manufacturers, by the cities. Um so we have an extra set of eyes checking on our work. And at the end, we have a close out process, a final walk through um where we just, you know, reconfirm everything that we did and have a zero defects form. And then we register the warranty with the with the manufacturer so that the homeowner gets a long uh life and protection in case we ever disappear and are are no longer um in business. they're they're protected. And then finally, then we ask for feedback, right? Like through Diamond Certified, um ask for feedback of how our service was. And so all along the way, we're measuring and and that way we have real information to be able to celebrate when we do something well or uh train and if we've, you know, fell short on on on an expectation by our client. Yeah. So um along with the basics of like are is the contractor you're dealing with licensed, insured and and have you has like a track record um we we focus our questions especially in the needs assessment around um like for example what problems are you having right and what are the possibilities to solve those problems and avoid future problems. Uh we call these like the five P. Um so that's the first P. Um the second would be like what are the right products to solve those problems or avoid those problems um that that a client might be experiencing. Um what are the right processes that are in place to assure um that the customer will have a good wonderful experience? Um who are the right people to take care of of follow these processes right to install this these products and and solve your problems. And then the final question around price like what's the right price that we you know we are an honest qualified professional service that we um we're proud to be in the roofing industry and in the solar industry and um we certainly are are not perfect. However, you can tell a lot about a company by the way that um they handle a question, a concern, a complaint, and then of course even a compliment. Um so, you know, um you can tell a lot about us by the way that we react to um any of those things, a question, a concern, a complaint, even a compliment. So that you know um a lot of people will say they use the best materials and have the best quality and use have the best people and and we really though go out of our way to measure that. So uh we want our customers to be completely satisfied because we depend on their referrals and uh you know Diamond Certified helps us with that because it's an exponential way of of broadcasting the good stuff that we do. you know, we're really in it to help people. So, help people that are on our team achieve their own like personal goals and and um have a a work life balance, right? And then um taking care of our customer, that's that's like the the most important thing. So, a lot of people I think a lot of companies say that and again, we really measure it. We really we really the barometer that um we hold ourselves to depends on the feedback that we're getting and yeah so again we're not perfect however um we re really do right by people and that's why we've been around 32 years. We just want to make a promise, keep a promise and make sure people are happy so that they can refer us.