Security-Luebke Roofing, Inc.

by Emily Blackburn
Todd Murphy

Appleton, Wis.
920roofing.com
GQ All-time Recommend Rate: 92%
GQ 2021 Recommend Rate: 94%
Number of Jobs in 2021: 2019
Type of Firm: Home improvement/Replacement
CEO: Shannon Alberts, Todd Murphy

Business technology and business software are offering new ways for remodelers and home improvement professionals to improve client experience and customer satisfaction. In what ways are you using software or technology to improve client experience?:

We are utilizing business technology and software in a number of ways to improve our client experience. Some of the most prominent are included in our sales process. Incorporating our sales presentation into a digital format presentable via iPad provides our customers company information and credentials, highlights products and offers a video of our installation process. In addition, we also utilize Owens Corning’s Design IQ. This software allows our customers to get the best possible preview of what their house will look like when completed. Finally, we provide in-home financing and electronic signature. With our in-home financing, we are able to work with our customers in the comfort of their homes and find a plan that works best for them. Once we are able to make things affordable, we are able to seamlessly have them e-sign the document. Overall, business technology has been a blessing to help us better serve our customers.

Rising costs for labor and building materials along with higher inflation on everything else is forcing remodelers and home pros to raise prices dramatically. Tell us about the most effective ways you are passing along these rising prices to your clients?:

Rising costs for labor and materials has had a tremendous impact across all industries. The way we have gone about passing along these prices to our customers is by using a per square pricing model. This allows us to balance any extreme price increase of one particular product and spread it across the job so our customers do not experience as great of a shock factor on any one part of the job. At the end of the day, our goal is to provide the best quality products and service to our customers and be able to do so for as long as we can.

Supply shortages have required you to ask clients to go back and pick another finish or building material. What are your tips for handing these product trade-off conversations?:

Supply shortages have been a struggle for many, in recent years. As a company, we have had to make many adjustments to ensure our customers are properly taken care of. One of our core values is “We are flexible”. Our first goal is to do what we can to locate the specific product style or color the customer has requested. If we are not able to acquire the exact product color or style the customer requests, we find the next closest alternative. We then communicate all alternative options to give our customers the best possible solution to get their job completed in a timely manner. If our customers are very adamant about their choice and are willing to wait, we work diligently to secure those materials to those specifications as soon as we can. We go above and beyond to ensure they have the best experience possible.

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