Service First Solutions
We know what it takes to grow a successful service department—because we’ve done it ourselves. With over 25 years of combined experience in the commercial roofing industry, we’ve worked in every key role within the service side of the low-slope sector. That hands-on experience gave us the insight to develop systems, tools, and strategies that truly work.
Today, we help contractors of all sizes build and strengthen their service departments to improve efficiency, customer satisfaction, and profit margins. Whether you're starting from scratch or refining an existing team, our solutions are built to meet you where you are.
Our services include:
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Total Access Consulting – Unlimited remote support from Tracey Donels, an industry leader known for applying The Golden Rule to service excellence
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On-Demand Estimating – A self-funding estimating service tailored specifically for the service side of low-slope roofing
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Service-Focused Peer Groups – Structured, EOS-style group sessions that promote collaboration, accountability, and growth
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Training & Resources – Ready-to-use presentations, software libraries, SOPs, and marketing materials to streamline your operations
We’re here to help you overcome the common hurdles of growing a service department—so you can focus on growing your business.
Service First Solutions LIVE from ServiceCon 2025!
At Service First Solutions, our mission is to coach and train commercial roofing companies to achieve exceptional growth and operational excellence. We specialize in transforming service departments into significant profit centers that pave the way for broader business opportunities. By providing expert consulting services, from strategic planning to hands-on training and peer support, we guide our customers to new heights.
Understanding the Essentials of a Maintenance Department
A strong maintenance department plays a key role in reducing downtime, managing costs, and ensuring operational reliability. Whether you're starting fresh or refining existing systems, asking these questions is the first step:
- Why is a service department critical to operations?
- What tools, systems and personnel are needed to succeed?
- How do you build, implement and manage an effective program?
- Where does the funding typically come from to get started?
- How can you grow or scale a maintenance department over time?
- What does it take to build and retain a reliable maintenance team?
Ways to Grow your Service Department
Total Access Consulting
Our consulting program provides remote support to elevate your service department, with direct access to Tracey and his expert team.
- Weekly scorecards to track progress & growth.
- Virtual team engagement to refine processes across roles.
- Customized training & software guidance.
- Access to Digital Desk with SOPs, training tools & templates.
Learn more about Total Access Consulting.
Service-focused Peer Groups
Service-Focused Peer Group program uses EOS-style meeting agendas to help roofing professionals grow their service departments. The program goes beyond consultancy by creating a community where non-competing professionals collaborate, share experiences, and work together toward success.
- Non-competing professionals collaborate and share insights.
- Focus on growth and problem-solving.
- A supportive community for success.
Learn more about our service-focused peer groups.
Intensive Contractor Visits
Our two-day contractor visits program delivers in-person consulting to transform your service department. We prioritize face-to-face collaboration, offering strategic insights and support digital tools can’t match.
- In-person collaboration for effective communication.
- Pre-visit video conferences to align on goals & processes.
- Custom weekly scorecard to track progress.
Learn more about our intensive contractor visits.
Exclusive On-site Training
Service First Solutions (SFS) offers an on-site training opportunity for its peer group customers, designed to teach waterproofing skills. Led by Marcelino Torres, a seasoned waterproofer and roofer who owns a waterproofing company in Dallas, TX., these trainings offer practical, real-world expertise.
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Programs available in both English and Spanish.
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Hands-on Classes in the morning and site visits in the afternoon to apply learned skill.
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Practical, real-world expertise from an advanced, seasoned technician.
Testimonials
Hear from contractors who’ve transformed their service and maintenance departments with help from Service First Solutions.
See how we have helped other contractors grow their maintenance department.
See how we have helped other contractors grow their maintenance department.
Meet Tracey Donels
Tracey Donels is a recognized leader in the commercial roofing industry and an advocate for applying the Golden Rule to customer service. He emphasizes the importance of creating exceptional client experiences while helping companies maximize sales and increase profit margins.
With more than 15 years of experience in service operations, Tracey grew a commercial roofing service department from $800,000 to $8.5 million in annual revenue, while boosting margins by 50%. Today, he uses that experience to help contractors strengthen their service departments and improve overall business performance.
Ready to grow your service department?
Latest Promotions and Rebates
Get down to business and train your waterproofing team with Service First Solutions!
Let's get down to business and train your waterproofing team!
As a Service First Solutions (SFS) peer group customer, there's a special training opportunity waiting for you in both English and Spanish! With hands-on classes in the morning to site visits in the afternoon, SFS can make a waterproofer out of ...
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Latest Spanish Content
Día 2: Competencias estudiantiles, sesiones educativas y la ceremonia de premiación de la NRCA en IRE 2025
Por Dani Sheehan, traducido por Jessica Bravo.
Con un horario lleno de sesiones educativas y eventos de networking, ¡asegúrate de planificar con anticipación para IRE 2025!
Probablemente ya tengas tus zapatos cómodos y tarjetas de negocio en tu lista de cosas por empacar para International Roofing Expo (IRE) 2025, ...
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¡Bienvenido a ServiceCon 2025, el evento #1 para iniciar y hacer crecer tu negocio de techado!
Únete a nosotros en Houston, Texas, mientras reunimos a líderes y expertos de la industria para dos días completos de aprendizaje, networking e inspiración.
ServiceCon 2025 está diseñado para proporcionar a los contratistas de techado y sus principales gerentes los conocimientos, herramientas y conexiones que necesitan para llevar su negocio al ...
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¡Expande tu negocio de techado con capacitación bilingüe en campo y en impermeabilización!
Service First Solutions quiere ayudarte a #ExpandirTuNegocioDeRoofing con estas ofertas de capacitación.
Por Jessica Bravo.
Service First Solutions, una empresa dedicada a ayudar a los propietarios de negocios a hacer crecer sus operaciones de techado se complace en anunciar capacitaciones bilingües en campo y en impermeabilización. Con esta nueva oferta, ...
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Latest Podcasts
Tracey Donels - Peer Group Collaboration
In this Roofing Road Trips® episode, Karen Edwards is joined by Tracey Donels of Service First Solutions to explore the unique benefits of peer group programs for roofing professionals, showing how collaboration with non-competing professionals creates a community where members share insights, best practices and solutions, fostering mutual growth and ...
Listen to the Podcast
Tracey Donels - Peer Group Collaboration
In this Roofing Road Trips® episode, Karen Edwards is joined by Tracey Donels of Service First Solutions to explore the unique benefits of peer group programs for roofing professionals, showing how collaboration with non-competing professionals creates a community where members share insights, best practices and solutions, fostering mutual growth and ...
Listen to the Podcast
Tracey Donels - Peer Group Collaboration
In this Roofing Road Trips® episode, Karen Edwards is joined by Tracey Donels of Service First Solutions to explore the unique benefits of peer group programs for roofing professionals, showing how collaboration with non-competing professionals creates a community where members share insights, best practices and solutions, fostering mutual growth and ...
Listen to the Podcast
Latest Classifieds
Get down to business and train your waterproofing team with Service First Solutions!
As a Service First Solutions (SFS) peer group customer, there's a special training opportunity waiting for you in both English and Spanish! With hands-on classes in the morning to site visits in the afternoon, SFS can make a waterproofer out of anyone.
These trainings, starting at $5,000 and ranging from ...
View the Classified
Haz crecer tu Servicio de techado
¡Manos a la obra y formemos a tu equipo de impermeabilización! Como cliente del grupo de pares de Service First Solutions (SFS), ¡hay una oportunidad especial de capacitación esperándolo tanto en inglés como en español! Desde clases prácticas por la mañana hasta visitas al sitio por la tarde, SFS puede ...
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Transform Your Service Department Today!
Join a unique platform for roofing professionals committed to grow their service departments— Service First Solutions: Service-Focused Peer Group program. This program isn't just about consultancy; it's about creating a community. A community where non-competing professionals come together, share experiences, and collaboratively forge paths to success.
What Makes Our Peer Groups ...
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Buy Online
Let's get down to business and train your waterproofing team!
As a Service First Solutions (SFS) peer group customer, there's a special training opportunity waiting for you in both English and Spanish! With hands-on classes in the morning to site visits in the afternoon, SFS can make a waterproofer out of ...
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Latest Videos
Service First Solutions Videos
To learn more about Service First Solutions, visit their RCS Directory.
How do you anticipate changes in your service department?
What's the Digital Desk?
What are service focused peer groups?
Why is service critical to your overall roofing business?
How does Service First Solutions help service departments stay focused and motivated?
How does the coaching program ...
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Service First Solutions Trade Show Playlist
To learn more about Service First Solutions, visit their RCS Directory.
Live from ServiceCon 2025 with Service First Solutions!
Live from IRE 2025 with Service First Solutions!
LIVE From RCAT 2024 With Service First Solutions!
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