Building trust from the roof down

By Jesse Sanchez. 

Relationship-first customer service sets Bone Dry apart in commercial roofing. 

When Jeanne Boyd talks about customer service, she doesn’t lead with sales or marketing tactics — she leads with something simpler, more personal. “My dad has never made a cold call in his life,” Jeanne said in this Read Listen Watch (RLW) webinar hosted by Heidi J. Ellsworth. “The reason he hasn’t is because he’s taught me from the go that building relationships is where it's at.” 

That principle — relationship-building as the foundation of business — was front and center in the early part of the conversation between Jeanne, president of Boyd Bone Dry and Zach Carpenter of Jobba. Both noted that genuine customer service goes far beyond answering calls or responding to leaks; it’s about consistency, honesty and long-term care. 

Jeanne, a third-generation roofing contractor, leads the Texas-based company founded by her family 51 years ago. Her perspective is shaped not just by experience but by legacy. “We have so many long-term relationships with property managers,” she said. “They’re the ones that are going to get the word out to other people — ‘Hey, call them over here, let’s see if they can help.’” 

The conversation touched on the culture of making service the cornerstone of a successful roofing business. According to Zach, that means being less focused on selling and more on solving. “As I’ve developed throughout my career, I’ve found the most effective method for sales is: do not sell at all. Just listen to people, help them solve their problems and bring value.” 

For Jeanne, this translates into being reliable and showing up when promised. “When you say you’re going to meet somebody, do it. Be honest about what you can and can’t do.” 

Both Jeanne and Zach agreed that service is about building a culture, not just a department. That culture is reinforced through what Jeanne calls “Monday mashups,” which are weekly meetings with the entire staff. “We talk about why we’re here, what we believe in, our standards, what’s acceptable and what’s not,” she said.  

That leadership isn’t just lip service. “We model excellence,” she said. “People are going to start to repeat the words.” 

For anyone in the roofing business — especially those balancing re-roofing and new construction work — this discussion offers a sharp reminder: the strongest structures begin with trust. 

Read the transcript, Listen to the podcast or Watch the Webinar to learn more about service culture, leadership and the values that carry through three generations of roofing!