3 R’s of building a trusting customer relationship

By Jenny Yu.  

Explore how reviews, relevance and receipts can make a real difference in your roofing business. 

In this episode of Roofing Road Trips®, Karen Edwards spoke with Patrick Fingles, CEO of Leap, about the role technology plays in building trust with customers today. Leap is an industry leader in providing CRM solutions that make it easier for roofers and remodelers to win and manage more jobs. With Leap, clients can expect to stay leaps and bounds ahead of competitors while building 5-star experiences for their own customers. 

Reviews 

One part of procuring more jobs is by fully utilizing digital reviews. Today, most consumers rely on online reviews and product details before making a purchase, and contractors should learn to leverage digital tools to build this trust and secure more jobs. While most companies are dipping their toes into gathering reviews, Patrick emphasizes that, in order to really stand out, you have to go further.  

“Capture those reviews, tie them to a particular salesperson and then tie those reviews to a pre-sale email that goes out,” Patrick explained. “So, I can see that Mike, the contractor that's giving me my estimate, has four-and-a-half stars. And these are the reviews of the customers that are most relevant to me. Here are the jobs that Mike's done.” 

Relevance 

On top of gathering and fully utilizing reviews, Patrick also illustrated the importance of knowing who your customers are, deciphering what they are looking for and then providing them with the information that is relevant to them.  

“If you're a nationwide company and you have 3000 reviews, that might be good, but how relevant is that to me?” Patrick stated. “I want to see the reviews that came from my area.” 

Receipts 

The third “R” in building a trusting relationship is giving full, transparent receipts. For this, Patrick provided a helpful metaphor. 

“You ever have a contractor come out to your house, they look around and say, ‘How about $10,000?’” he started. “Imagine if you push your grocery cart up to the register and the cashier said, ‘How about 250 bucks?’ You don't want that. You want them to scan every item.” 

In a time when consumers are willing to pay more for brands that prioritize transparency, providing customers line-by-line pricing so they know exactly what they're paying for can be a real differentiator. 

Read the transcript or Listen to the podcast to learn more about how to build trust in today’s marketplace.