Mr. Roofing, Inc.: Roof and Solar Installation

by Emily Blackburn

Carlos Rodriguez

South San Francisco, Calif.
GQ All-time Recommend Rate: 98%
GQ 2020 Recommend Rate: 96%
Number of Jobs in 2020: 226
Type of Firm: Full-service Remodeler
CEO: Carlos Rodriguez

1. Demand for services is stronger than ever. Supply delays are widespread. Building product prices are rising. Please name the concrete steps you take to keep customers satisfied as timelines and prices are fluctuating?

We are working closely with our distributors and suppliers to get timelines and educate our clients for reasonable expectations. We have contingencies in place for a better customer experience.

We have a Total Quality Meeting every month to celebrate victories and train on any shortcomings.

We are job costing all projects and holding pricing for 7 days due to the volatility of price fluctuations.

2. A good remodeling or home improvement firm knows the limits of its capabilities to take on additional work. What do/would you communicate to clients when you cannot handle their job and must decline their inquiry?

We perform an initial inquiry of their interest at this point we are able to inform the client if we are able to help them. If we are not able to help them then we give them recommendations and even referrals to a solution.

3. During busy times like these, operational adjustments are needed in order to take on more work, often with the same level of staffing. What steps have you taken to ensure a quality experience despite the added workloads for your team?

We have cross trained our staff and that has allowed us to remain lean, while still providing an excellent client experience.

We have streamlined processes and our project management tools to allow for our team to perform fewer but better tasks.

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