Complaint Handling Scripts
Complaint Handling Scripts for Roofers
In the roofing business, a single unhandled complaint can lead to a negative review that costs you dozens of $20,000 roof replacements. These scripts allow you to de-escalate homeowners while protecting your liability and your safety while you are up on a ladder.
Initial Complaint: Active Leak
Use this when a customer calls in a panic because water is coming through their ceiling during a storm.
I hear how urgent this is, and I want to make sure we protect your home from further damage. I am currently on a steep-slope job and cannot talk safely, but I have noted your address and the leak location. Our priority is getting your roof 'dried in' as soon as the wind dies down to a safe level. I will have our repair lead call you within the hour to coordinate a tarping or emergency repair. We are going to get this resolved for you.
Tips for this scenario
- -Acknowledge the stress but never admit the leak is due to your workmanship over the phone.
- -Give a specific timeframe for the callback to lower their anxiety immediately.
Common Mistakes to Avoid
!Answering the phone while a nail gun is firing in the background, making it impossible for the customer to feel heard.
!Admitting liability for a leak before inspecting the roof (it could be a plumbing stack or window issue).
!Arguing with an upset homeowner while standing on a 10/12 pitch roof, risking a life-threatening fall.
!Promising a 'free repair' before checking if the damage was caused by a recent hail storm (which would be an insurance claim).
!Forgetting to log the complaint in your CRM, leading to the customer having to repeat their story three times.
