Build a stronger service department in 2026

By Jesse Sanchez.

Clear processes, measurable goals and accountability can help roofing contractors strengthen commercial service operations in the year ahead.

As roofing contractors set goals for 2026, Service First Solutions owner and founder Tracey Donels sees a professional service department as an important part of building a stronger operation. During this episode of Roofing Road Trips®, he joined host Heidi J. Ellsworth to discuss how contractors can establish, expand and manage service departments with clearer expectations and more intentional planning.

For contractors starting a service department, Tracey recommends first defining the process from the initial customer call through invoicing. Every step should have an assigned responsibility as well as a backup when that person is unavailable. When setting goals around those processes, Tracey emphasized the importance of being specific, explaining, “It's really hard to develop a plan to be better than last year.” Rather than aiming broadly for improvement, contractors can establish defined targets and determine the daily, weekly and monthly behaviors required to reach them.

One opportunity for growth is recommended repairs. Instead of responding to a leak and leaving once the immediate problem is resolved, service teams can identify additional conditions that may require attention. This gives contractors an opportunity to help customers address problems proactively while developing additional service work and strengthening the long-term customer relationship.

Established departments can take goal setting further by reverse engineering their revenue targets. Contractors can examine historical revenue sources, closing ratios, average contracts and the number of customers or proposals needed to achieve their objectives. Accountability then keeps those plans moving forward. Tracey stressed the value of measuring performance, noting, “I'm a firm believer in scorecards.” Team members should understand what they are responsible for, know the numbers connected to those responsibilities and discuss why a goal was missed when results fall short.

Contractors can also strengthen their service operations by connecting with roofing associations, other contractors and structured peer groups. Seeing how successful departments approach staffing, processes and everyday challenges can provide practical ideas while giving teams a clearer picture of what is possible. Reflecting on the value of visiting other roofing companies and learning from peers, Tracey shared, “Sometimes you have to see it before you can be it.”

Listen to the podcast or Watch the conversation to learn more about setting measurable goals, building stronger processes and creating accountability within a roofing service department!