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Checking in With Your Crew and Customers

1 28 104
19.08.2021

Contractors and roofers can sometimes get a bad rap, from less-than-stellar work to abandoned jobs. So how does Eagle Eye Roofing & Contracting of San Antonio, Texas maintain its stellar reputation?

Owner Rey A. says it all comes down to communication: both with his customers and his team.

“It's just communication with everybody. Everybody gets a phone call. Everybody lets me know how it's going, and it helps me out. If they need materials, I make sure that I get them delivered. Or if there's an issue with a customer, I go show up personally and try to square things away.”

Staying on top of communication is difficult, especially for a small business owner who wears multiple hats—answering phones, booking appointments, making sales calls, and even doing the actual work on site.

Rey knows it’s not easy, and sometimes it doesn’t work. But the effort to keep up communication is one of the most important parts of his business—for both new and returning customers.

“I don't have a secret. I wish someone had the secret because it is hard. It's extremely hard. I definitely try to get to everybody,” Rey said. “Of course, some will slip through the cracks, unfortunately. But it is very demanding work. I'm a man of many hats, so I'll answer the phone, I'll go do the estimate, and then I'm there at the job. I gotta make sure that the guys got everything that they need and make sure the customers are happy.”

That’s what drew Yelp........

© Entrepreneur


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