5 Ways To Make 2026 A Year Of Customer Focus.
Do It. Your Future Self Will Thank You.
Skill and experience matter. Knowing how to lay a clean line, flash a chimney properly, and finish a job that will last for decades is the foundation of your reputation. The materials you use matter. Using only the best quality products like those from Marco can boost your reputation form good to great. But in today’s market, great workmanship and products aren’t always enough to separate the roofers who stay busy year-round from those who struggle. Customer focus does.
Homeowners don’t hire roofers every day. For most, a roof replacement or repair is stressful, expensive, and unfamiliar. How you make them feel before, during, and after the job often matters just as much as how the roof looks when you’re done. When customers feel heard, respected, and informed, they’re far more likely to leave good reviews, refer you to neighbors, and call you again. And that’s the key to success.
Here are five practical ways you can put customer focus to work and grow your business in the new year.
- Start with Clear, Honest Communication. Most customer frustration comes from uncertainty. If a homeowner doesn’t know what’s happening, they’ll assume the worst. Take time at the estimate to explain the scope of work in plain language. Walk them through what will happen on tear-off day, how long the job should take, and what disruptions to expect. If weather delays the job or you run into unexpected decking issues, communicate early. A quick phone call or text explaining the situation builds trust and prevents misunderstandings.
- Show Up When You Say You Will. Reliability is a form of customer service. Showing up on time for estimates, starting jobs when scheduled, and finishing close to the promised timeline tells customers you respect their time. If something changes, let them know as soon as possible. Even small things—like calling ahead when you’re running late—set you apart from contractors who simply don’t show.
- Keep the Jobsite Respectful. Homeowners notice how you treat their property. Protect landscaping, use tarps, and make daily cleanup part of the routine. Nails in the driveway or debris left behind can overshadow an otherwise excellent roof.
It also matters how your crew behaves. Professional language, polite interactions, and a visible sense of care go a long way. Remember, you’re working at someone’s home, not just on a structure.
- Educate, Don’t Upsell. Customers appreciate roofers who explain options rather than pressure them. If there are different shingle grades, ventilation improvements, or warranty choices, explain the pros and cons honestly. Help them make the best decision for their situation and budget. When customers feel informed instead of sold to, they trust your recommendations—and that trust often leads to higher-value work without hard selling.
- Follow Up After the Job. Once the roof is done and paid for, many roofers move on to the next project. A simple follow-up call or message a week later asking if everything looks good can leave a lasting impression. It shows pride in your work and concern for the customer’s experience. This is also a good time to ask for a review or let them know you appreciate referrals.
These five tips may seem basic, but too many times too many roofers let these things slip. Remember, customer focus pays off! It’s one of the few tools that doesn’t require new equipment or expensive marketing. It builds word-of-mouth, improves online reviews, and creates repeat customers—all of which lower your cost of getting the next job.
To learn more about Marco, visit www.MarcoIndustries.com. To contact us directly, you can email or call 1-800-800-8590.