When a homeowner wanted only two of three roofing layers removed, Maxim Roofing explained why a full tear-off and inspection were important. When the requested approach couldn’t meet good roofing practice and customer care standards, we chose not to move forward.
She Knew What She Wanted. We Knew What She Needed.
Taking Care Of The Customer Sometimes Means Walking Away
Sometimes what a customer wants for a roofing project conflicts with good roofing practice. When that happens, we have to decide whether moving forward is the right thing to do.
That’s what happened when a homeowner called us with a specific request.
She wanted us to tear off only two of the three existing roof layers. She was direct about what she wanted done, but our concern wasn’t simply whether we could follow those instructions. We needed to determine whether doing so would be the right thing for her roof.
Her Request Was Clear. Our Concerns Were Too.
The homeowner called our office and made it clear that she wanted a partial tear-off. Rob answered the phone and handled the initial conversation. Rather than simply agreeing to the request or shutting it down, he explained that he wasn’t the person to answer her questions.
He also made it clear he wasn’t sure we could do what she was asking. He then connected her with our residential general manager, Dan Evans, who could discuss her roofing concerns in more detail.
Dan’s goal wasn’t simply to tell her no. He tried to explain why we wanted to do things the right way and why we couldn’t recommend the approach she requested.
We Wanted To See What Was Underneath
We recommended tearing the roof off down to the deck. That allows us to inspect what’s underneath the existing roofing and look for decay or deteriorated substrate before putting a new roof over it.
Dan also asked if he could at least get into the attic to perform an under-deck inspection. That would have given us another opportunity to evaluate the roof’s condition before recommending how to proceed.
But the homeowner refused to let us perform that kind of inspection.
Without being able to inspect the roof from above or below, we couldn’t get the information we needed before recommending how to approach the project.
Good Roofing Practice Isn’t Optional
We don’t have a checklist that tells us exactly when to accept or decline a project because every roofing situation is different.
Instead, we look at every situation through two questions: Is this good roofing practice? And is this the right thing for the customer?
Both matter.
If something would be good for the customer but still represents poor roofing practice, we’re not going to do it. And if something is technically good roofing practice but would put the customer in a bad position, we’re not going to do that either.
In this situation, the homeowner wouldn’t allow the inspection we believed was necessary, and she wanted an approach we weren’t comfortable recommending. We explained our concerns and tried to find a way forward.
Sometimes The Right Answer Is No
The homeowner remained firm about removing only two of the three existing roofing layers. We couldn’t recommend that approach, and she wasn’t willing to allow the inspection we believed was necessary.
So we said no.
That’s not the answer we wanted to give, but we won’t agree to a roofing approach simply because a customer wants it. If we can’t find a way to do the work that meets both good roofing practice and what’s right for the customer, we’re willing to walk away.
Doing The Right Thing Isn’t Always Doing The Job
Taking care of a customer doesn’t always mean giving them exactly what they ask for. Sometimes it means asking questions, explaining our concerns, and recommending a different approach. And sometimes it means recognizing that we can’t responsibly move forward.
We would have preferred to find a way to help this homeowner, but we weren’t willing to put our name behind an approach we didn’t believe was right for her roof.
That’s what it means to err on the side of good roofing practice and take care of the customer.
Do you want your Greater Miami Valley roofing project handled by someone willing to look beyond what you ask for? Contact Maxim Roofing today for a free estimate. We’ll evaluate your roof, explain what we find, and help you determine the right approach.
Frequently Asked Questions About Our Roofing Standards
Sometimes taking care of customers means challenging the requested approach. Here are our answers to common questions about how we handle those situations.
What happens when a customer requests a roofing approach you don’t recommend?
A: We explain our concerns and educate the customer about why we recommend a different approach. We try to find a solution that meets both good roofing practice and what’s right for the customer.
Why do you want to inspect the roof deck before installing a new roof?
A: Tearing off to the deck allows us to inspect for decay or deteriorated substrate before installing the new roofing system.
Will you ever walk away from a roofing project?
A: Yes. We’ll first explain our concerns and try to find an approach that works for the customer and meets good roofing practice. If we can’t reach that kind of solution, we won’t move forward with the job.