b'Why should you care aboutcomservice? Greg Hayne, a mercial roofing consultantowner of Roof~ -;oinH;::ynn of Roof Mnnagrn;13ntw~~-mhe andManagement,Gro,; Fairfield, IA, provides a straightforward answer. "Because itfJrnsents "Just Wh:1t i~ Grc.:i.t ScrvicoT:.tthe brings youhe"Whengood atit not work;\'states.you areit,MHCAAnmml Conference in Gr;-ipeviw.i, TX, only brings you more roofs to repair, it also brings you new:i:!5-!2:30pii1on Thursday, Dcc;m:wr I!. inst servicewillthe roofs toall. A greatdepartmentdrive whole companY:\' To provide greatand go beyond servicejust repairing roofs, Hayne recommends theCommunicate in a Timeiy Fashion following strategies. Submittingandpromptly to building Communicate Promptly with Documcn-2ationdocumentationinvoices ovmers ormanagers can benefitownerunanCommunicatinganda timelyabsolutely propertythein clearlyinway iscen ticipatedhencontractor tral to providing greatcommunicateways, Hayne says. For example, w a service, Hayne said. Torecentlypictures ofpunctured roofto an well, contractors must use bothandbe sharedanextHVAC wordsimages- unit, the building owner quickly recalled thatHVAC fore-and-after photos, Googlesatellite images, and/orhis Earthcontractorjust done service in the sameon drawings-to showwhatrepairedwhere theyhadlocationthe clientstheyandrooflikely caused the damage. repairedand it. Then, because the roofing contractorsubmitted his Hayne shares this scenario: Due to an unusual situation,had invoice promptly, thenerable to backcharge the repair two roofing contractors recentlyatsame timeow was showed upthecosts to thecontractor before paying the roofing contoseparate roofleaks atof the manycentersHVAC fixoneshoppingtractor, basicallythe\'s service call "free:\' Owners owned byOne ofcontractors submitted an invoicemaldngroofera client.thelike that. ,vith before-and-after photos, drawings, and a clear expla "Ifnotorsortdrawing, nationtheitlocatedyou\'reproviding picturessomeof ofproblem, including wherewasandyou\'re notyour ownerhow they1hecontractor submittedinvoiceequipping;\' Hayne says. He stresses fixed it.otheranthatwhotoinvoices onmonthly without photos orfound andtheirrooferscontinuesend outa captions. Bothfixedleaks,schedule, rather than promptlyconducting butcontractorclearlythewhatafterservice, "are thewhoshowedclientservicesdoinginway that doesn\'tork needed todone gotfuture business.businessaw anymore: bethe \'\'Aownera roofing contractor whoHelp Clients Save Money buildingappreciates canfor them, do the work thatto be done, save"We may spendmonth orthe roof but [buildworkneedsatwo replacing, themquickly giving them the information theyingspend the next 15-20under time byneed,managers]years livingit, andthem to malce soundHayne says, so quality service is important. "Building owners equipchoices. They love that; Hayne says. In addition, next year, Haynebe puttingare concernedminimizingexpenditures, willa large re aboutmaintenance roofing projectfor bidcity. Guess which contractorwhich, whencomes to handlingare measured in outin thatitroofleaks, is nottoon the"Ifwantbothand time: goingbebidders\' list? Hayne says,youmoney to bebidders\' lists, you better beatHayne acknowledges thatroofing on on ourgoodservice:\'many contractors do Besides, "when anappears withouttheowner-occupied buildings orfor building owners who invoicepictures,work is actuallythatreallybe contractorcommunicatinghedoesn\'tmay notknowledgeable on roof maintenance. He stresses, understand thethatdocumentation provides;however, thatare precisely the ownersho benefit valueproperthesewHayne says. Itthathas a repair department, notmostgreat service. He says, "One roofing contractor we shows"heafrom service department. Ownerssomebodyprovideknowtogiving real service tripled the needwho canwho startedemphasize answers before theyto ask questions. 1hatthenumberservice vans in 2 years:\' haveisfirst,of mostofbeingdepartment:\' basic requirementa real service repaircall \'\'Another problem with manydepartments is thatFor more information, visit www.creatingg-reatservice.com or forGreg Hayne at 641.469.6464. when they are making recommendations to owners preventive work, theyoverspecifywhat really needs to greatly be done. An ownerand the contractor will recognize this,will lose credibility;\' he says. www.mrca.org- Midwest Roofer11'