b'Business Management5 & 6PART HOW TO START (OR GROW)AD HEREA TRUE SERVICE DEPARTMENT By Greg Hayne, Roof ManagementPart 5Just What Is Greatdid itan itemized invoice? You should do the same Service? for your customers.(I am aware that many roofers do not wish to itemize their invoices because they Lastissueweestablishedthatare afraid that their customers will complain when GreatServiceandGreatthey see a charge of $14 for a tube of caulk or $45 Communication are essentially thefor a gallon of glue, etc.I think this is a cop out and same thing.We gave you a couplereflects a lack of the setting of expectations, but of simple suggestions that will make a difference inthere is no question that this will come up.So, you your company and that everyone can and shoulddropped your car Monday morning and they call you implement.Here is another example of what greatMonday afternoon and say, Your car is done.We communication is about. To a knowledgeable buildingthink we will have the bill added up and ready so you owner, your service invoice for a leak repair is acan pick up the car by Thursday morning. Would communication document and not just a request forthat be OK?Of course not!How long does it taking payment. to get that leak repair invoice into your customers You need to show them what you did (with before andhands?In the mind of your customer, it is exactly after pictures), you need to show them where you didthe same thing and the only reason you are getting it (with some sort of marked drawing or aerial), andaway with less than timely billing is because all of you need to get it into their hands quickly. your competitors are crappy at it too. Would it be OK with you if you dropped your car offHereiswhatIhavefoundwithmyworkwith for service on Monday morning and when you pickedcontractors. If you can get a properly documented it up the invoice said serviced car. $842.25?Orinvoice into the hands of your customers within 24 might you want to know what they did and where theyhours of the time the work order is completed, you 20 www.mrca.orgMidwest Roofer'