customer service, and especially its unmatched warranties. Stowell highlights the shortage of skilled labor in his industry and his plan to address it by saying, “I love bringing guys in and teaching them the trade.There are not a lot of tradesmen left in roofing; many are in the retirement phase. So, I’m taking on the challenge of filling the gap by training new tradesmen here myself.” Next to training, customer service and communication are paramount at Five Guys Roofing. For every project, regardless of its duration, clients receive daily updates from coordinators, complete with pictures and progress reports. This consistent communication keeps clients fully informed about their project’s status, from daily advancements to any schedule changes. FURTHERMORE, FIVE GUYS ROOFING’S WARRANTIES ARE STANDALONE. “When we put a warranty on a roof, it is not just the two-year workmanship warranty plus some manufacturer’s warranty. If a manufacturer is offering a 10-year warranty, we’re matching that with our warranty,” Stowell explains. This proactive approach not only ensures that Five Guys Roofing takes full responsibility for any issues that arise but also minimizes headaches and liability for customers, thereby creating a strong brand reputation and fostering repeat business. Five Guys Roofing also places a significant emphasis on employee management, recognizing that each of its many in-house employees has unique motivations and long-term goals. Leadership dedicates substantial time to one-onone meetings to develop personalized career paths and identify necessary training for continuous progression. “Every employee’s motivations and long-term goals are different. So, it’s key for us to try to have those one-on-ones and build those relationships with everybody so that we can understand what motivates them and how to get them to do the best job,” Stowell says. This approach has been central to creating a more skilled and engaged workforce, consistent quality, reduced turnover, and a stronger company culture. Of course, the same attentiveness applies when it comes to vendor and supplier relationships. While the company maintains strong relationships with established partners, its primary goal is always to best serve the customer. 27 BUSINESS VIEW MAGAZINE VOLUME 12, ISSUE 09 FIVE GUYS ROOFING
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