Sometimes business owners forget to check their process or workflow. But let me assure you… checking in on your process is KEY to succeeding long-term in your industry. A bad process that lasts for a long time will frustrate your employees, waste time and money, make employees frustrated, and destroy your business’ reputation.
In the early stages of the roofing company, we had our salesmen coordinate every part of the job with the customer. We thought that was the best process for the customer. Our salesman would attend the initial customer appointment, write up an estimate at the office, print the estimate and schedule another meeting with the customer to go over their pricing. If the customer decided to go with our proposal (roofing decisions usually take the consumer 3-5 business days), then the estimator would plan ANOTHER meeting for contract execution.
After three meetings, that same salesman would file the permit, order the materials, and schedule the crew. They would then meet the crew on the job site to supervise and pick-up any last minute materials. Following job completion, the salesman would meet with the customer one more time to collect payment. The roofing project would finally be over and our salesman could start looking for another sale.
Do you see anything wrong with this process???
Our salesmen could only handle 1-2 projects at a time. They were only salesmen for 10% of the year. The rest of their time was spent making multiple runs to the homeowner and managing the job.
After this realization, we quickly changed our process. By implementing an internet based estimating software (we started with InvoiceASAP, but have now grown to a Contractor’s CRM called Acculynx), our salesmen now only make ONE trip to the customer. Everything else is handled by different team members. We began outsourcing our permitting, turned crew scheduling over to the business manager (me), and promoted our best crew leader to Project Manager. A few months later, we decided that a material runner would make our process even smoother. These changes to our process made our revenue start flowing like a true stream! We are now able to turn jobs quickly and efficiently.
My favorite benefit to this new process is that our customers get the chance to interact with our entire team. By the time we finish their roof, the customer has experienced each department… not just our salesman. That means the customer’s loyalty is not to the salesman… it’s to our company.
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