Roofing account management means coordinating the relationship as well as the work. Keep track of each client’s properties, contacts, service needs and agreed commitments. A shared account record helps the team prepare for conversations and follow through on the next action.
Technology can support that approach when the team keeps its records current. Use site visits to confirm property details, record findings and agree on what the customer needs next.
Understanding Clients and Asset Management Priority Basics
- Identify Influencers and Decision Makers
- Decision Makers may be a group of People instead of an individual.
- Users: The people in the company that must work with or use your product. Such as a maintenance manager.
- Influencer: Provide information for evaluating products and suppliers.
- Gatekeepers: Control the flow of information that reaches decision makers.
- Buyer: Purchasing Agent/Purchasing Manager. Negotiate the transaction.
- Deciders: Authority to make a final purchase decision.
- Identify Client Business Drivers
- Identify Needs, Expectations and Pains
- Understand Customer Goals
- Understand Competition
- Understand the Decision-Making Process
- Organizational Issues.
- Understand Budget (Budget Implications)
- Capital vs. Expense (Who Approves?)
- Enter information in a CRM Designed for Roofing Companies, such as Centerpoint Connect.
Communicate Value to Each Role
Different roles may need different information to evaluate the proposed work.
- Agree on which progress updates and documents the customer needs.
- Prepare repair and capital-work options for the customer’s budget review.
- Review agreed dates against recorded arrival and completion times.
- Record repeat visits and review their causes with the team.
- Keep site-specific findings and follow-up actions with the property record.
- Confirm which documents are available to the customer and who has access.
Portfolio Discovery and Asset Assessments
- Obtain a List of Properties
- Determine a Priority of Servicing Sites
- Visit One Site as a “Test”
- Visit Additional Sites as Properties are Released for Your Work.
- Request Additional Properties to Service.
Implement Collaborative Team
- Drive the process
- Involve Proper Personnel and Key Decision Makers
- Foster Customer Alignment
Develop Solutions
- Define Customer Engagement Strategy
- Provide Innovative Solutions
- Create Value Proposition
- Quantify Benefits
Solution Delivery and Reporting
- Executive Summary
- Dispatches
- Inspection Reports
- Proposals, Bids, Estimates
- Capital And Expense Budgets
Relationship and Account Management
- Review other customer needs that your team is equipped to serve.
- Confirm the next action, its owner and the agreed review date.
- Explain the evidence and trade-offs behind each recommendation.
For the sharing part of roofing account management, the Centerpoint Connect client portal provides a place for available customer updates and documents. Agree on the information to share and review it before sending it to the customer.