Setting Yourself Apart in The New Normal: Final Site Inspection and Client Review
May 14, 2020
A successful roofing project doesn't end when the last nail is in place and all the tools are carted away. The job is only truly finished when there's been a final site inspection and the client is satisfied. But what does wrapping up a roofing project look like in the age of COVID-19?
To maintain social distancing and minimize direct contact with the client, roofing contractors need to develop a touchless inspection process.
Final Site Inspection
Rather than doing a walkthrough together, Beacon's Vice President of Commercial Sales John Tierney recommends that an estimator walk through the site, take pictures of the project's details and conditions and then create a report to share with the client.
Afterwards, the estimator will call the manufacturer's representative to inspect the work and get the warranty process started. "If there are any issues with the roof work, the inspector provides a punch list of items that need to be repaired prior to issuing the warranty," Tierney explains. "After all repairs have been made, the warranty is issued and sent to the contractor to prepare them for the final walkthrough of the project with the client."
Throughout the inspection process, you'll want to minimize direct contact between the estimator and the inspector, maintain six feet of social distancing throughout the inspection and wear protective gear, including gloves and a face mask.
Once the contractor has received the warranty from the manufacturer, it's time to get final project approval from the client. Hopefully, you've taken steps earlier in the process to set up a cloud-based software system where the client can review your reports — including the before and after pictures.
Tierney suggests doing a verification call via phone or videoconference after receiving the warranty to "review that all items in the contract were completed, make sure the client is happy with the results, review the final inspection punch list and and communicate that the warranty was issued on the project."
If everything looks good, the client can give their final project approval electronically. "They can electronically sign and date that they reviewed all the work and agree that it was completed as detailed in the original contract to their satisfaction," Tierney says, just like the client would in person.
Having that final conversation will safeguard that all parties are satisfied and allow the contractor to highlight the workmanship items addressed to build goodwill for future work and referrals. It can also speed up collections and payments, Tierney says. "Once they've gotten the warranty, had that verification call and signed the final project approval, payment should be much easier to complete," he says.
Operating in the New Normal
While operating a roofing business during COVID-19 can be challenging, it can also provide opportunities for stronger, more open communication between contractors and clients. Thanks to technology like "no touch" estimating with Beacon 3D+, remote material ordering and tracking with Beacon Pro+, videoconferencing, electronic signing software and file-sharing programs, roofing contractors can successfully conduct business both during and after COVID-19.