First to respond, first to win

By Jesse Sanchez. 

New survey data highlights response-time opportunities and why contractors are prioritizing speed-to-lead. 

For roofing contractors focused on growth, one of the clearest opportunities to take advantage of may be improving how quickly they respond to new inquiries. In this episode of Roofing Road Trips®, host Megan Ellsworth spoke with Keegan Engelbrecht of ServiceTitan about findings from the company’s third annual Roofing and Exteriors Market Report. Among the data points discussed, one stood out: “61% of contractors take over two hours to follow up on a lead,” Keegan said. 

That number represents a major opportunity. In competitive markets, homeowners and property managers often reach out to multiple companies at once. The contractor who responds first not only captures attention but also establishes trust and momentum. As Keegan explained, many contractors aim to be “the very first phone call, the very first text message, the very first action that's taken from somebody reaching out.” Achieving that goal can create immediate separation in crowded markets. 

The challenge is less about commitment and more about logistics. Inquiries frequently arrive outside traditional business hours. “Those leads aren't always coming in during business hours,” Keegan said, noting that evenings and weekends are common times for homeowners to submit requests. Without structured systems in place, those leads may wait until the next workday for follow-up. 

That reality is driving contractors to refine their workflows. Many are implementing tools that acknowledge inquiries instantly and route them through automated processes. Whether through calls, text messages or emails, the focus is on maintaining communication from the first touchpoint. 

Contractors who tighten their response window position themselves to convert more opportunities and deliver a stronger customer experience. As Keegan noted, those who improve response time “are immediately separating themselves from the competitors in their respective markets.” 

Listen to the podcast or Watch the interview to learn more about how improving speed-to-lead can help roofing contractors win more jobs, strengthen customer trust and create measurable separation in competitive markets!