Building customer trust through communication and service

By The Coffee Shops™.  

Lakeside Construction Fasteners highlights the key to lasting customer relationships. 

For many roofers, purchasing materials is only the beginning of their customer journey. Managing timelines, building owner expectations and deadlines is tricky enough without having to worry about materials being delayed or orders shipped incorrectly.  

In a recent conversation, Tracy Pangborn, inside sales manager at Lakeside Construction Fasteners, shared how the company approaches customer relationships and the processes that support reliable service. According to Tracy, communication remains the foundation of both customer satisfaction and long-term business partnerships. 

Relationship building begins with getting to know customers on a personal level and creating an environment where trust can grow naturally. A sales team must understand each customer's unique needs while maintaining open lines of communication throughout the ordering process. This approach helps ensure roofers feel supported and informed from the moment an order is placed through final delivery.  

A key part of that effort is proactive communication. “If I have ordered something and I don't have a clue when it's going to be delivered, did they get my order?” Tracy points out. It’s a priority to notify customers when orders are received, processed and shipped, and they are updated if delays occur. Tracy explained that customers should never have to wonder about the status of an order, especially when many purchases are tied to time-sensitive construction projects. Providing clear information helps customers plan effectively and reinforces confidence in the partnership. 

Beyond communication, Tracy highlighted the importance of understanding customer inventory needs and collaborating across departments. The inside sales team regularly monitors inventory levels, shares reports and works closely with purchasing personnel to ensure products remain available when customers need them. This is particularly important for products sourced internationally, where longer lead times require careful planning and coordination.  

Throughout the conversation, Tracy returned to a consistent theme: treating every customer with the same level of respect and service, regardless of order size. Whether assisting with inventory planning, providing updates or handling special requests, the goal is to create an experience that encourages customers to return and recommend the company to others. For Tracy, quality service and quality products work together to build relationships that can last for years.