The purpose of the first call or message is to understand the concern, confirm that the company can help, and schedule a useful appointment. A strong booking process makes the homeowner feel taken care of before anyone arrives.

1. Answering a New Inquiry

Start with a calm, helpful introduction:

Let the homeowner explain the situation before moving into a checklist.

Then ask:

• What is the property address?
• What have you noticed?
• Is there an active leak or emergency?
• When did the issue begin?
• How old is the roof, if known?
• Has anyone inspected or repaired it recently?
• Is this a home, rental property, or commercial building?
• Are you looking for a repair, replacement, or professional opinion?
• How did you hear about us?

2. Qualifying the Appointment

Qualification should help the company send the right person, not make the homeowner prove they deserve service.

Confirm:

• The property is inside the service area
• The roof type is one the company handles
• The requested service is offered
• Safe access is reasonably available
• The homeowner or authorized decision-maker will attend
• Any tenant, gate, pet, parking, or access instructions are known
• The urgency is understood

If the company cannot help:

3. Handling an Active Leak

Ask the homeowner to protect people and belongings first. Do not tell an untrained homeowner to climb onto the roof.

Avoid promising immediate repair before the conditions and cause are known.

4. Scheduling the Appointment

Offer two specific choices:

Once they choose:

5. Getting the Right People There

For a replacement discussion, it is helpful to have everyone involved in the decision present.

Do not make this sound like a pressure tactic. The reason is to avoid making the homeowner repeat the entire appointment later.

6. Confirmation Message

Send a written confirmation immediately.

Include:

• Date and arrival window
• Property address
• Representative’s name
• Company phone number
• Expected appointment length
• Access instructions
• Rescheduling instructions
• Any preparation requested

7. Day-Before Reminder

If there is no response, call before sending a crew member across town.

8. Weather Delays

Do not leave the homeowner wondering whether anyone is coming.

9. No-Show or Missed Appointment

If the homeowner is unavailable:

Follow-up later:

Do not shame the homeowner. Confirm the next appointment carefully.

10. Cancellation Follow-Up

If timing is the issue:

Record the answer instead of repeatedly contacting them without permission.

11. Appointment Intake Sheet

Record:

• Customer name
• Property address
• Phone and email
• Lead source
• Property type
• Roof type and estimated age
• Reported concern
• Active leak status
• Previous repair or claim information volunteered by the homeowner
• Access notes
• Pets, gates, tenants, or safety issues
• Decision-makers attending
• Appointment date and window
• Assigned representative
• Confirmation status
• Special documents requested

12. Representative Pre-Appointment Checklist

• Review the intake notes
• Confirm the route and arrival time
• Check the weather
• Bring identification and safety equipment
• Bring inspection and photo checklists
• Know the company’s current scheduling range
• Prepare relevant product information
• Confirm whether attic or interior access may be needed
• Call if running late

A roof inspection is not a sales performance. It is a fact-finding process. The representative’s job is to observe, document, explain, and recommend the right next step without overstating what was found.

1. Before Going Onto the Roof

Meet the homeowner and ask what prompted the appointment.

Ask about:

• Leaks or ceiling stains
• Missing or lifted shingles
• Previous repairs
• Roof age
• Recent storms
• Ventilation or attic concerns
• Ice buildup, if relevant
• Skylights, chimneys, solar panels, or satellite equipment
• Areas that are difficult to access

Explain the process:

2. Safety Comes First

Do not access a roof when conditions, slope, height, surface, weather, equipment, or training make it unsafe.

Safety check

• Confirm weather and wind conditions
• Inspect ladder condition and placement
• Use required fall-protection equipment
• Identify electrical hazards
• Watch for wet, icy, loose, or brittle surfaces
• Avoid damaging landscaping, gutters, and siding
• Keep homeowners, children, and pets away from the work area
• Follow company policy and applicable safety requirements
• Use remote inspection methods when direct access is unsafe

The pressure to complete an appointment never outweighs safety.

3. Exterior Ground-Level Review

Look at the full property before focusing on the shingles.

Document:

• Overall roof shape and number of stories
• Roof pitch and access points
• Visible sagging or uneven areas
• Fascia, soffit, and gutter condition
• Downspout discharge
• Siding, windows, screens, and exterior damage
• Trees and overhanging branches
• Utility lines
• Landscaping and property conditions
• Existing damage that should be photographed before work

4. Roof Surface Inspection

Where safe and appropriate, review:

• Missing, broken, creased, or lifted shingles
• Granule loss and exposed mat
• Blistering, cracking, curling, or general aging
• Soft spots or movement underfoot
• Previous patches and repairs
• Nail placement or exposed fasteners
• Valleys
• Ridges and hips
• Eaves and rake edges
• Pipe boots and penetrations
• Step, wall, apron, and counter flashing
• Chimney condition
• Skylights
• Roof-to-wall transitions
• Low-slope sections
• Signs of ponding or drainage problems
• Vent types, quantity, and visible condition

Do not create, lift, bend, mark, or otherwise manufacture damage.

5. Interior and Attic Review

When authorized and safe, inspect relevant interior areas.

Look for:

• Active moisture
• Water stains
• Mold-like growth or unusual odors
• Damaged insulation
• Rusted or protruding fasteners
• Daylight through the roof deck
• Inadequate or blocked ventilation
• Disconnected bathroom or kitchen exhaust ducts
• Condensation
• Decking deterioration
• Signs of prior repairs

Avoid diagnosing mold, structural failure, or environmental hazards outside your qualifications. Recommend the appropriate specialist when needed.

6. Storm-Related Observations

Document what you actually see. Do not promise that damage will be covered or tell the homeowner what an insurer must decide.

Photograph:

• Each roof slope
• Orientation of each slope
• Test areas used under company protocol
• Creased, missing, or displaced materials
• Impact marks and surrounding context
• Damage to soft metals and accessories
• Collateral exterior conditions
• Interior moisture connected to the reported event, if reasonably supported
• Pre-existing wear and unrelated issues

Use neutral language such as “visible crease,” “surface mark,” or “missing shingle.” Avoid declaring a cause unless the evidence supports it and doing so is within your role.

7. Required Photo Checklist

Every inspection file should include:

• Front of property with address where appropriate
• Front, rear, and both sides of the property
• Each roof slope
• Overview and close-up of every concern
• Valleys, ridges, eaves, and penetrations
• Flashing details
• Ventilation components
• Gutters and downspouts
• Interior or attic findings when relevant
• Existing exterior damage
• Measurement or scale reference where useful
• Areas that could not be accessed

Take enough context photos that another qualified person can understand where each close-up came from.

8. Deciding Between Maintenance, Repair, and Replacement

Consider:

• Age and remaining service life
• Number and location of defects
• Whether matching materials are available
• Condition of the surrounding roof
• History of recurring leaks
• Decking and structural concerns
• Ventilation
• Manufacturer requirements
• Local code requirements
• Cost and expected life of the proposed solution

Do not force every finding into a replacement recommendation.

9. Explaining the Findings

Begin with the facts:

Then explain the options:

If the roof is in reasonable condition:

That kind of honesty builds long-term trust.

10. Inspection Report Structure

Include:

• Customer and property information
• Inspection date
• Weather and access conditions
• Areas inspected
• Areas not inspected and why
• Roof type and estimated age if known
• Observed conditions
• Photographs with descriptions
• Immediate safety or leak concerns
• Recommended next steps
• Repair or replacement options
• Limitations of the inspection
• Inspector name and contact information

11. Before Leaving

• Review the findings with the homeowner
• Answer questions in plain language
• Confirm the recommended next step
• Schedule proposal review, repair, or follow-up
• Send or explain when the report will arrive
• Secure gates and respect the property
• Upload notes and photographs before details are forgotten

Insurance-related roofing requires careful communication. The contractor can inspect the property, document observed conditions, prepare an estimate, explain the construction scope, and complete authorized work. The insurance company interprets the policy and decides what it will cover.

This guide must be reviewed for the state, province, or territory where it will be used. Rules involving insurance claims, deductibles, contingency agreements, cancellation rights, licensing, advertising, and contractor conduct vary by location.

1. Explain the Roles Clearly

The homeowner

• Reports the loss if they choose to make a claim
• Communicates with the insurance company
• Reviews coverage decisions
• Selects the contractor
• Approves the construction contract
• Remains responsible for amounts due under the contract

The insurance company and its representatives

• Interpret the policy
• Investigate the reported loss
• Decide whether coverage applies
• Determine covered scope and payment under the policy
• Answer questions about deductibles, exclusions, limits, and claim status

The roofing contractor

• Inspects accessible areas safely
• Documents observed property conditions
• Explains roofing systems and construction needs
• Prepares estimates and contracts
• Provides requested construction documentation
• Completes the agreed work
• Invoices for completed work

The contractor should not present itself as the homeowner’s insurance representative unless properly licensed and permitted to do so.

2. First Insurance Conversation

Ask:

• What happened and when?
• What damage has the homeowner noticed?
• Is there an active leak?
• Has the homeowner already contacted the insurer?
• Has an adjuster visit been scheduled?
• Has the homeowner received any written claim documents?
• Is a mortgage company listed on any payment?

Do not coach the homeowner to change facts or report a loss that did not occur.

3. Before Suggesting a Claim

The homeowner decides whether to contact the insurer. A contractor may explain observed conditions and suggest that the homeowner ask the insurer about possible coverage, where legally permitted.

Appropriate wording:

Avoid:

• “You definitely have a claim.”
• “Insurance owes you a new roof.”
• “This will be fully covered.”
• “We can get the claim approved.”
• “You will not have to pay anything.”

4. Contingency Agreements

A contingency agreement may authorize future work if defined conditions occur, such as insurance approval. Its legality, wording, cancellation terms, and required disclosures vary.

Before using one:

• Have local counsel approve the form
• Identify the contractor and homeowner correctly
• Describe the property and proposed work
• Explain what event activates the agreement
• Explain cancellation rights and deadlines
• State any fees only if lawful and clearly authorized
• Provide a complete copy to the homeowner
• Do not leave blanks
• Do not describe the document as “just permission to inspect” if it creates obligations

How to explain it:

5. Adjuster Meeting Checklist

Before the meeting:

• Confirm the date, time, and access instructions
• Obtain the homeowner’s permission to attend
• Organize inspection photographs
• Prepare measurements and a construction scope
• Identify safety concerns
• Bring relevant product or installation information
• Know which company representative is authorized to discuss pricing

During the meeting:

• Remain professional and factual
• Point out documented conditions
• Explain construction requirements within your expertise
• Avoid arguing about policy language
• Do not interfere with the adjuster’s inspection
• Record agreed next steps

After the meeting:

• Update the homeowner
• Upload notes and documents
• Identify any construction information requested
• Schedule the next follow-up

6. Reviewing the Insurance Estimate

The contractor may compare the insurance scope with the work reasonably required to complete the project.

Check:

• Roof measurements
• Number of layers
• Material type
• Underlayment
• Flashing
• Ventilation
• Accessories and penetrations
• Tear-off and disposal
• Steep or high access
• Code-related items when applicable
• Documented interior or exterior work

Explain the distinction:

7. Supplements

A supplement is a documented request for the insurer to review additional or changed construction scope. It is not a guarantee of payment.

Useful documentation may include:

• Measurements
• Photographs
• Product specifications
• Manufacturer installation requirements
• Code documentation from an authoritative source
• Supplier invoices
• Signed change orders
• Explanation of concealed conditions discovered during work

Track the date submitted, requested items, response, and responsible person.

8. Deductibles

Never promise to waive, absorb, rebate, hide, or improperly offset a deductible. Any discount, promotion, referral payment, advertising credit, or upgrade should be reviewed for compliance and shown accurately in the contract and invoice.

9. Insurance Payments and Depreciation

Explain common payment stages without presenting them as universal:

Completion package:

• Final invoice
• Completion photographs
• Certificate of completion when appropriate
• Signed change orders
• Warranty information
• Other reasonable construction documents requested

10. Partial Approval or Denial

Remain factual. Do not pressure the homeowner to hire another professional solely to preserve the sale.

11. Insurance File Checklist

• Homeowner contact information
• Property address
• Reported event date provided by homeowner
• Inspection report
• Photographs
• Measurements
• Contractor estimate
• Signed agreement
• Required notices and cancellation forms
• Insurance scope supplied by homeowner
• Adjuster meeting notes
• Supplement documentation
• Change orders
• Payment records
• Completion package
• Communication log

A retail roofing sale is not simply a price presentation. The homeowner is deciding how to protect a major asset, what level of quality they want, how much disruption they can accept, and how they will pay for the project.

The salesperson’s job is to make those choices understandable.

1. Begin With the Homeowner’s Priorities

Ask:

• What prompted you to look at the roof now?
• How long do you expect to own the home?
• Have you had recurring repairs or leaks?
• What matters most: lowest initial cost, long-term value, appearance, warranty, or timing?
• Are you considering other exterior work?
• Do you have a target timeframe?
• Would you prefer to discuss total price, monthly payment options, or both?

Do not assume every homeowner wants the cheapest option.

2. Explain What They Are Buying

A roofing system may include:

• Removal and disposal of existing materials
• Deck inspection and replacement terms
• Leak barriers
• Underlayment
• Starter materials
• Field shingles or other roof covering
• Flashing
• Pipe boots and penetrations
• Ventilation
• Ridge materials
• Cleanup and property protection
• Workmanship coverage
• Manufacturer warranty options

Use photographs and samples. Avoid drowning the homeowner in product names without explaining why they matter.

3. Good-Better-Best Options

Offer choices that are meaningfully different.

Good

• Reliable standard roofing system
• Basic product selection
• Standard workmanship coverage
• Appropriate for a homeowner focused on initial cost

Better

• Upgraded materials or accessories
• Stronger warranty package where available
• Improved ventilation or protection details
• Balanced cost and long-term value

Best

• Premium material or system
• Highest available protection package
• Enhanced appearance or performance features
• Appropriate for long-term ownership or premium priorities

Presentation language:

Do not create a weak option simply to manipulate the homeowner toward the middle.

4. Presenting the Proposal

Use this order:

1. Restate the homeowner’s goals
2. Review the inspection findings
3. Explain the recommended scope
4. Compare options
5. Review warranties and exclusions
6. Explain schedule and installation process
7. Present price and payment choices
8. Ask for questions
9. Ask for the decision or next step

5. Explaining a Higher Price

Do not insult competitors or claim that every lower price means poor workmanship.

6. Financing Conversation

Only present financing programs the company is authorized to offer. Use approved disclosures and never invent terms.

Permission-based transition:

Explain:

• Total project price
• Amount financed
• Estimated payment based on approved terms
• Interest rate or promotional terms
• Fees
• Term length
• Approval requirements
• When payments begin
• Whether early payoff terms apply

Never describe financing as “free money” or hide the difference between deferred-interest and reduced-interest offers.

7. Monthly Payment Presentation

Keep total price visible. A monthly payment should not be used to distract from the total obligation.

8. Repair Versus Replacement

Compare:

• Immediate cost
• Expected useful life
• Likelihood of additional repairs
• Material matching
• Warranty limitations
• Condition of the surrounding roof
• Disruption
• Long-term cost

9. Common Retail Objections

“I was not expecting it to cost this much.”

“We need to save up.”

“We are getting more estimates.”

10. Proposal Follow-Up

Same day

Two or three days later

Final follow-up

11. Retail File Checklist

• Inspection report and photographs
• Measurements
• Repair and replacement considerations
• Good-better-best options
• Full scope and exclusions
• Decking and change-order terms
• Product selections
• Warranty information
• Financing disclosures where applicable
• Signed proposal or contract
• Payment schedule
• Cancellation documents where required
• Follow-up notes

Asking for the sale should feel like the natural end of a clear conversation. If the homeowner understands the problem, trusts the recommendation, and knows what happens next, the salesperson does not need to become aggressive.

The goal is not to pressure someone into saying yes. The goal is to help them make a decision.

1. Earn the Right to Ask

Before asking for the sale, confirm that you have:

• Understood the homeowner’s main concern
• Completed and explained the inspection
• Recommended a clear solution
• Reviewed scope, exclusions, and options
• Explained price and payment timing
• Discussed scheduling
• Answered important questions
• Included everyone involved in the decision when possible

If those pieces are missing, the close will feel premature.

2. Recognize Buying Signals

Homeowners may be ready when they ask about:

• Installation dates
• Material colors
• Crew arrival times
• Payment methods
• Financing
• Warranties
• Property preparation
• How long the job will take
• What happens after signing

Respond to the question, then move toward a decision.

3. The Direct Close

Simple is usually best.

Or:

Then stop talking. Give the homeowner time to answer.

4. The Summary Close

Use this when the homeowner has several priorities.

5. The Choice Close

Use this when the homeowner has decided to act but is choosing between legitimate options.

Do not use a choice question to pretend the homeowner has already agreed when they have not.

6. The Next-Step Close

This works well when the homeowner wants to understand the process.

7. The Temperature Check

If you are unsure where the homeowner stands:

Or:

If the answer is seven:

Do not argue with the number. Use it to find the missing issue.

8. After Presenting the Price

State the price clearly and calmly.

Then pause.

Avoid immediately discounting, overexplaining, or filling the silence. The homeowner may simply be processing the number.

After a reasonable pause:

9. When the Homeowner Hesitates

Do not jump into a rehearsed objection response.

Ask:

Or:

Once the concern is clear, address that concern only.

10. “I Need to Think About It”

If they are unsure:

After the concern is discussed:

If they still need time, respect it and schedule a specific follow-up.

11. “I Need to Talk to My Spouse”

Do not criticize the absent person or pressure the homeowner to decide alone.

12. “We Are Getting More Estimates”

Then review:

• Tear-off and disposal
• Underlayment
• Flashing
• Ventilation
• Decking terms
• Property protection
• Cleanup
• Workmanship coverage
• Exclusions

Afterward:

13. Ethical Urgency

Real urgency can include:

• An active leak
• Unsafe conditions
• Worsening damage
• Seasonal weather
• A real permit, supplier, or scheduling deadline
• A documented proposal expiration
• Limited material availability that has been verified

False urgency includes invented price increases, fake schedule shortages, or pretending another customer is about to take the homeowner’s place.

14. Know When to Stop

Stop pushing when:

• The homeowner has clearly said no
• A key decision-maker is absent
• The homeowner does not understand the agreement
• The homeowner appears distressed or confused
• The project is not a good fit
• Important facts remain unresolved

Leave the relationship intact:

15. Closing Practice Scorecard

After a presentation, ask:

• Did I restate the homeowner’s priorities?
• Did I recommend one clear solution?
• Did I explain the price without apologizing?
• Did I ask directly for the sale?
• Did I allow silence?
• Did I identify the real concern?
• Did I remain respectful?
• Did I confirm a specific next step?

An objection is usually a request for more certainty. The homeowner may be uncertain about the price, the contractor, the timing, the scope, or the risk of making the wrong choice.

Good objection handling is not about winning an argument. It is about finding the real concern and responding honestly.

1. Use the LACE Method

Listen

Let the homeowner finish.

Acknowledge

Clarify

Explain

Answer the actual concern with facts.

Confirm

2. “Your Price Is Too High”

Then:

Do not immediately discount. First understand the gap.

3. “Another Roofer Is Cheaper”

Avoid attacking a competitor you do not know.

4. “I Need Three Estimates”

Help the homeowner compare:

• Exact scope
• Materials and system components
• Contractor qualifications
• Communication process
• Change-order terms
• Warranty details
• Scheduling
• References and reviews
• Price and payment terms

5. “I Need to Think About It”

If they cannot name it:

Respect a genuine request for time.

6. “I Need to Talk to My Spouse”

Do not suggest that the homeowner make the decision behind someone else’s back.

7. “I Do Not Trust Roofing Companies”

Then show evidence relevant to their concern:

• Identification and company information
• Licensing where required
• Insurance documentation
• Written scope
• References
• Reviews
• Project process
• Warranty terms
• Local completed work

Do not respond with “Just trust me.”

8. “You Are a Storm Chaser”

Only make claims that can be verified.

9. “I Do Not Want to File an Insurance Claim”

Never pressure someone to file a claim.

10. “Insurance Should Pay for Everything”

11. “Can You Cover My Deductible?”

Use only company-approved language reviewed for the local jurisdiction.

12. “Can You Match This Quote?”

13. “The Roof Is Not Leaking”

14. “Can You Start Before I Sign?”

Emergency temporary work should still be documented and authorized under company policy.

15. “I Want to Wait Until Next Year”

Do not invent consequences.

16. Objection Practice Worksheet

For each objection, record:

• The homeowner’s exact words
• What the concern may really mean
• One clarifying question
• Facts or evidence that answer it
• What should not be said
• The best next-step question

Good paperwork protects the homeowner, the contractor, and the project. It should make the agreement easier to understand, not hide important terms in confusing language.

This guide is operational, not legal advice. Contracts, notices, cancellation rights, lien language, financing documents, and insurance-related agreements must be reviewed for each jurisdiction where they are used.

1. Never Rush the Signature

Before signing, walk through:

• Contractor’s legal name and contact information
• Customer name and property address
• Detailed scope of work
• Materials and product selections
• Items excluded from the scope
• Contract price or pricing method
• Allowances and unit prices
• Deposit and payment schedule
• Change-order process
• Estimated scheduling information
• Warranty terms
• Cancellation rights where applicable
• Dispute and collection terms
• Required notices and disclosures

2. Contract Completion Checklist

• Correct customer names
• Correct property and billing addresses
• Contractor information complete
• Scope is specific and readable
• Roof areas included are identified
• Tear-off layers addressed
• Material manufacturer, line, type, and color recorded
• Underlayment and accessories listed
• Flashing and ventilation terms stated
• Decking replacement method and price stated
• Permit responsibility stated
• Cleanup and disposal included
• Landscaping and property-protection expectations addressed
• Known exclusions listed
• Price and payment schedule complete
• Financing documents separate and complete where applicable
• Start and completion language accurate
• Warranty terms attached or referenced
• Required notices included
• No blank spaces that can be filled later
• Signatures and dates complete
• Customer receives a full copy

3. Scope of Work

Avoid vague descriptions such as “replace roof.”

A useful scope explains:

• What will be removed
• What will be installed
• Which roof areas are included
• How penetrations and flashing are handled
• What happens if concealed damage is found
• Which accessories are included
• Cleanup method
• What is specifically excluded

If the homeowner expects something, make sure the contract addresses it.

4. Change Orders

A change order should include:

• Customer and property
• Original contract reference
• Description of the change
• Reason for the change
• Added or reduced price
• Schedule impact
• Payment timing
• Signatures and date

How to explain unexpected decking:

5. Material Selection Form

Record:

• Manufacturer
• Product line
• Color
• Accessory colors
• Vent type and color
• Drip-edge color
• Gutter or metal selections if included
• Special-order status
• Homeowner approval
• Date approved

Never rely only on a text message saying “the dark gray one.”

6. Contingency Agreements

If used, the form should be locally approved and honestly explained.

Do not use a contingency form drafted for another location without review.

7. Cancellation Documents

Where cancellation rights apply:

• Provide the required notice and form
• Use the correct time period
• Explain how cancellation must be delivered
• Record the date the documents were provided
• Do not begin work or order nonreturnable material in violation of applicable rules

Do not guess about cancellation rights. Use the company’s locally approved process.

8. Financing Paperwork

• Use only authorized lender materials
• Present required disclosures
• Keep financing approval separate from the roofing contract where required
• Do not promise approval
• Do not alter lender documents
• Explain that actual terms come from the lender
• Confirm the amount funded and any homeowner responsibility

9. Work Authorization and Property Access

Address:

• Permission to access the property
• Inspection or emergency work authorized
• Areas included
• Owner or authorized signer
• Pets, gates, tenants, and security systems
• Permission for photographs
• Any responsibility for moving vehicles or belongings

Limited authorization should not be presented as a full construction contract.

10. Before Work Is Scheduled

Confirm:

• Contract and required forms are signed
• Cancellation period has passed where applicable
• Deposit or financing is confirmed
• Material selections are final
• Measurements are verified
• Permit responsibility is assigned
• Insurance-related documents are organized where relevant
• Special access issues are documented
• Production has accepted the handoff

11. Document Control

Every template should show:

• Document name
• Jurisdiction
• Version number
• Approval date
• Person responsible for updates

Remove outdated versions from shared drives, tablets, and printed sales folders. A contract library is only safe when representatives cannot accidentally use old forms.

12. Red Flags

Stop and ask a manager when:

• The signer is not the owner or authorized party
• Names or property information do not match
• The homeowner wants work that cannot be written into the contract
• Someone asks to change an invoice for insurance purposes
• Financing terms are unclear
• A required field is blank
• The homeowner appears confused
• There is a dispute about ownership, payment, or scope
• Work is requested before required approvals

A sold job is not ready for production until another person can understand exactly what was promised without calling the salesperson for basic answers.

The handoff is where sales promises become installation instructions.

1. The Handoff Standard

Before production accepts a job, the file should answer:

• Who is the customer?
• What exactly was sold?
• Which roof areas are included?
• Which materials and colors were selected?
• What special conditions exist?
• What payments and approvals are complete?
• What was promised about schedule, cleanup, or property protection?
• What could create a change order?
• Who needs updates during the project?

2. Sold-Job Handoff Checklist

Customer information

• Customer and co-owner names
• Property address
• Billing address
• Primary phone and email
• Preferred communication method
• Decision-maker and site contact
• Tenant or property-manager information

Contract information

• Signed contract
• Final scope
• Exclusions
• Approved options
• Payment schedule
• Deposit status
• Financing status
• Cancellation period completed where applicable
• Required permits or approvals identified

Roof information

• Verified measurements
• Pitch and story information
• Number of existing layers
• Roof type
• Tear-off scope
• Decking terms
• Underlayment
• Flashing details
• Ventilation plan
• Penetrations
• Valleys and transitions
• Low-slope areas
• Manufacturer requirements

Material selections

• Manufacturer and product
• Color
• Ridge material
• Starter material
• Underlayment
• Leak barrier
• Vent type and color
• Drip edge and metal colors
• Special-order materials
• Delivery instructions

3. Required Photographs

Include:

• Front, back, and both sides of property
• All roof slopes
• Driveway and delivery area
• Landscaping near work zones
• Existing siding, gutter, window, or property damage
• Electrical lines and utility equipment
• Gates and fences
• Decks, patios, pools, and fragile items
• Chimneys, skylights, solar panels, and satellite equipment
• Interior areas connected to known leaks
• Any detail discussed with the homeowner

Photographs should protect both the company and homeowner by documenting conditions before work begins.

4. Special Property Conditions

Record:

• Narrow driveway or limited delivery access
• Septic areas
• Irrigation systems
• Fragile landscaping
• Shared driveway
• Neighbor access concerns
• Pets
• Children or vulnerable residents
• Home-based work schedules
• Vehicles that must be moved
• Alarm systems or locked gates
• Pool or hot tub protection
• Exterior lighting or decorations
• Noise restrictions
• Homeowners association requirements

Never assume the crew will discover and manage these details on installation morning.

5. Promise Audit

Ask the salesperson:

• Did you promise a specific installation date?
• Did you promise a specific crew or supervisor?
• Did you include repairs not written in the scope?
• Did you discuss free upgrades or extras?
• Did you make a special cleanup promise?
• Did you discuss interior protection?
• Did you say the company would handle insurance or mortgage paperwork?
• Did the homeowner ask for anything unusual?

If a promise is valid, document it. If it cannot be fulfilled, resolve it before production begins.

6. Production Review Meeting

For complex jobs, hold a short review with sales, production, and administration.

Cover:

1. Customer expectations
2. Scope and exclusions
3. Measurements and material order
4. Access and safety
5. Special details
6. Payment status
7. Open decisions
8. Likely change orders
9. Communication ownership
10. Proposed schedule

7. Homeowner Pre-Start Confirmation

Send the full preparation guide after confirmation.

8. Do Not Schedule Until

• Contract is complete
• Required cancellation period has passed
• Payment or financing requirements are met
• Material and color are confirmed
• Measurements are verified
• Scope questions are resolved
• Special-order material availability is confirmed
• Permit or association requirements are understood
• Production accepts the file
• Customer knows the expected process

9. Change-Order Readiness

Before installation, confirm that the homeowner understands how concealed conditions will be handled.

Make sure production knows the approved unit prices and who may authorize changes.

10. Handoff Rejection Reasons

Production should return the file when:

• Scope is unclear
• Measurements conflict
• Material is missing or unspecified
• Contract is incomplete
• Deposit or approval is missing
• Photographs are inadequate
• Special conditions have not been resolved
• Promises conflict with company policy
• Required customer decisions remain open

A returned handoff is not punishment. It prevents a larger problem at the property.

11. Final Internal Sign-Off

• Sales representative confirms accuracy
• Production confirms buildability
• Administration confirms paperwork and payment status
• Material order is approved
• Customer communication owner is assigned
• Next milestone and date are recorded

Homeowners can handle noise, delays, and unexpected conditions when they know what is happening. What frustrates them is silence.

Good communication answers four questions:

1. What is happening?
2. When will it happen?
3. What does the homeowner need to do?
4. Who should they contact?

1. Welcome Message After Signing

Include a copy of the agreement and relevant next-step documents.

2. Before Scheduling

Do not promise a date the production team has not approved.

3. Installation Confirmation

4. Homeowner Preparation Checklist

Ask the homeowner to:

• Move vehicles away from the driveway and work area
• Unlock gates as arranged
• Secure pets indoors
• Remove fragile items from walls and shelves
• Cover valuables in the attic where appropriate
• Move patio furniture, grills, planters, and decorations
• Mark irrigation heads or fragile landscaping
• Keep children away from work zones
• Notify the company of medical, access, or schedule concerns
• Tell nearby neighbors about expected noise if appropriate

Explain that roofing creates vibration, dust, noise, and falling debris even with careful property protection.

5. Material Delivery Message

6. Weather Delay

Do not blame the crew, supplier, or weather forecast. Give the next update time.

7. Start-of-Day Message

8. End-of-Day Update

For a one-day job, send a completion update instead.

9. Unexpected Conditions

Be prompt. Do not let the homeowner discover the issue from the final invoice.

10. Complaint Response

Start with:

Then ask:

• What did you observe?
• When did it happen?
• Is there an immediate safety or water concern?
• Do you have a photograph?
• What resolution are you expecting?

Confirm the next action:

Never promise a repair, refund, or fault determination before the right person reviews the issue.

11. Substantial Completion Message

12. Final Walkthrough

Review:

• Completed scope
• Photographs where helpful
• Property cleanup
• Remaining punch-list items
• Warranty information
• Maintenance guidance
• Final invoice and payment
• Who to contact for service

Ask:

13. Completion Message

14. Communication Rules for the Team

• Use the homeowner’s preferred contact method
• Record important conversations
• Confirm decisions in writing
• Avoid technical jargon without explanation
• Do not make promises outside your authority
• Give a specific time for the next update
• Communicate delays before the homeowner has to ask
• Keep internal blame out of customer conversations
• Never disappear because the news is uncomfortable

15. Communication Log

Track:

• Date and time
• Person contacted
• Method
• Summary
• Decision or promise made
• Document sent
• Next action
• Owner
• Due date

Quality control is not one inspection at the end. It is a series of checks before, during, and after installation. The goal is to catch problems while they are still easy to correct.

This guide should be customized for the roofing system, manufacturer instructions, building requirements, safety program, and local code that apply to each project.

1. Pre-Start Review

Before the crew begins, confirm:

• Correct property and roof areas
• Approved scope and latest change orders
• Correct materials and colors
• Delivery is complete and undamaged
• Permit or required approvals are in place
• Weather is suitable
• Crew understands special details
• Safety plan is established
• Property-protection plan is in place
• Homeowner has been notified
• Vehicles, pets, and access have been addressed
• Existing property conditions are photographed

2. Material Delivery Checklist

• Product matches the approved order
• Color and lot information checked where relevant
• Quantity appears correct
• Accessories are included
• Flashing and metal components are present
• Ventilation materials are present
• Materials are stored safely
• Driveway and property are protected
• Damaged bundles or components are documented
• Delivery does not block emergency or required access

Do not install a substituted product without proper review and homeowner approval where required.

3. Property Protection

Plan protection for:

• Siding and windows
• Doors and entrances
• Air-conditioning units
• Landscaping
• Pools and hot tubs
• Decks and patios
• Gutters
• Exterior lighting
• Vehicles
• Neighboring property
• Attic contents where appropriate

Photograph the protection before tear-off begins.

4. Tear-Off Checks

• Remove only the areas planned for that day and weather conditions
• Control debris
• Protect open roof areas
• Identify the number of existing layers
• Inspect decking as it becomes visible
• Photograph deteriorated or damaged decking
• Confirm change-order process before extra work
• Remove or address abandoned fasteners as required
• Keep the property reasonably clean throughout the day

5. Decking Review

Check for:

• Rot or deterioration
• Delamination
• Soft or broken areas
• Improper gaps or support
• Uneven surfaces
• Previous openings or repairs
• Fastening concerns
• Conditions that affect attachment or warranty

Do not cover a known substrate problem merely to stay on schedule.

6. Installation Quality Checks

Verify the system against approved instructions and applicable requirements.

Review:

• Deck preparation
• Leak barrier placement
• Underlayment type and installation
• Drip edge and perimeter details
• Starter placement
• Course alignment
• Fastener type, location, and quantity
• Valleys
• Ridges and hips
• Roof-to-wall conditions
• Pipe boots and penetrations
• Chimneys and skylights
• Low-slope transitions
• Ventilation intake and exhaust
• Sealants used only where appropriate
• Manufacturer-specific details

Photograph work before it becomes concealed.

7. Mid-Job Quality Control

A supervisor should confirm:

• Scope still matches field conditions
• Materials are correct
• Workmanship is consistent
• Critical details are complete
• Property protection remains effective
• Debris is controlled
• Any change is documented
• Homeowner concerns are being addressed
• Weather plan remains safe

Correct issues immediately instead of adding them to a large final punch list.

8. Required Installation Photographs

• Property before work
• Protection setup
• Exposed decking
• Damaged decking and replacement
• Underlayment
• Leak barrier
• Flashing details
• Valleys
• Penetrations
• Ventilation work
• Low-slope or unusual transitions
• Completed roof from multiple angles
• Cleanup and final property condition

Photographs should prove process and quality, not merely show a finished roof from the street.

9. End-of-Day Checklist

• Roof is weather-tight
• Loose materials are secured
• Debris is collected
• Magnet sweep completed where appropriate
• Access points are safe
• Gates are closed
• Equipment is stored safely
• Homeowner receives an update
• Tomorrow’s plan is confirmed
• Any incident or concern is documented

10. Final Inspection

Review:

• All contracted roof areas complete
• Material and color correct
• Shingle or panel alignment
• Ridges and hips
• Flashing
• Penetrations
• Ventilation
• Exposed fasteners
• Sealant details
• Gutters and downspouts
• Siding and exterior condition
• Debris and nails
• Driveway, lawn, landscaping, decks, and patios
• Leftover materials
• Punch-list items
• Required photographs
• Permit or manufacturer inspection status where relevant

11. Punch-List Process

Each item should include:

• Clear description
• Photograph
• Person responsible
• Target date
• Customer impact
• Completion evidence
• Final verification

Tell the homeowner what remains and when it will be handled.

12. Property Damage or Incident

If damage or an incident occurs:

1. Protect people and property from immediate harm
2. Notify the supervisor
3. Photograph and document facts
4. Inform the homeowner promptly
5. Do not speculate or assign blame
6. Follow company reporting and insurance procedures
7. Give the homeowner a clear next update time

13. Job Closeout Package

• Final inspection record
• Completion photographs
• Punch-list confirmation
• Approved change orders
• Final invoice
• Permit closeout where applicable
• Manufacturer documents
• Workmanship warranty
• Maintenance guidance
• Service contact information

Getting paid should not feel like an awkward conversation at the end of a job. The homeowner should understand the payment schedule before work begins, know what is due at each stage, and receive clear reminders throughout the project.

The goal is simple: set expectations early, communicate clearly, document everything, and address payment issues before they become serious.

1. Set Expectations Before Signing

Review:

• Total contract price
• Deposit
• Progress payments
• Final payment due date
• Insurance proceeds where relevant
• Supplements, upgrades, and change orders
• Accepted payment methods
• Financing terms where applicable
• Contractual fees or charges

2. Pre-Production Payment Checklist

• Signed contract received
• Required cancellation period completed
• Deposit received
• Financing approved
• Insurance payment status noted where relevant
• Mortgage company involvement identified
• Deductible responsibility discussed appropriately
• Upgrades and change orders documented
• Billing contact confirmed
• Payment method confirmed
• Customer has the payment schedule

3. Asking for the Deposit

If they hesitate:

4. Payment Updates During the Job

Before a scheduled payment

When additional work is discovered

5. Requesting Final Payment

Address concerns during the final walkthrough, then ask clearly:

Avoid phrases such as:

• “Whenever you get a chance”
• “There is no rush”
• “I hate to ask”
• “Maybe you could send something”

Clear is not pushy.

6. Waiting on Insurance

The contractor should explain its invoice separately from the insurer’s coverage decision.

7. Recoverable Depreciation and Completion Documents

Depending on the situation, provide:

• Final invoice
• Completion photographs
• Certificate of completion where appropriate
• Signed change orders
• Warranty information
• Other reasonable construction documents requested

8. Mortgage Company Checks

Begin this process early. Mortgage processing can delay payment.

9. Past-Due Follow-Up Schedule

Due date

Three days past due

Seven days past due

Fourteen days past due

Final written notice

Formal notices, fees, lien rights, and collection actions require locally approved procedures.

10. Invoice Disputes

Ask:

Then:

1. Listen fully
2. Record the exact concern
3. Review the contract, scope, photographs, and change orders
4. Separate workmanship issues from payment delays
5. Agree on the next action and date
6. Confirm the conversation in writing

If the invoice is accurate:

11. Payment Arrangements

Only authorized managers should approve them.

A written arrangement should include:

• Total balance
• Payment made today
• Remaining amounts and dates
• Payment method
• Terms for missed payments
• Authorized fees or interest, if any
• Signatures

12. Escalation Ladder

1. Friendly reminder
2. Phone call
3. Written past-due notice
4. Manager review
5. Written arrangement if approved
6. Final demand
7. Attorney, lien, or collection review where appropriate

Before escalation, confirm that the work, invoice, paperwork, and communication record are complete.

13. Payment Tracker

Track:

• Contract amount
• Change orders
• Revised total
• Payments received
• Current balance
• Insurance, depreciation, mortgage, or financing status
• Invoice and due dates
• Last contact
• Next follow-up
• Responsible team member
• Dispute reason
• Promised amount and date
• Collection stage

“Soon” is not a payment commitment. “$4,500 by Friday” is.

The best time to earn the next customer is while finishing the current customer’s project well. Reviews and referrals should follow a good experience, not replace one.

1. Know When to Ask

Good moments include:

• After the homeowner compliments the crew or result
• After a successful final walkthrough
• After resolving a concern well
• When completion photos are delivered
• During a follow-up call when the homeowner is satisfied

Do not ask for a glowing review while a real complaint or punch-list item is unresolved.

2. Asking for a Review

Text message:

Keep the request easy. Send one direct link.

3. What Not to Do With Reviews

• Do not write the review for the homeowner
• Do not pressure them to use specific words
• Do not ask only for a five-star review
• Do not hide incentives
• Do not create fake reviews
• Do not argue publicly with an unhappy customer
• Do not reveal private project or payment information

Follow the review platform’s current rules and applicable advertising requirements.

4. Responding to a Positive Review

Make the response personal without disclosing private details.

5. Responding to a Negative Review

Then move the detailed conversation offline. Do not debate the customer in public.

6. Asking for a Referral

Softer version:

7. Make the Referral Specific

Broad requests are easy to forget. Try:

Do not ask the homeowner to hand over someone’s private information without permission. A warm introduction is better.

8. Referral Introduction Message

The customer can send:

Representative response:

9. Neighbor Follow-Up

With the customer’s permission:

Respect no-solicitation rules and homeowner preferences.

10. Referral Program

If the company offers rewards, document:

• Who is eligible
• What qualifies as a referral
• When a reward is earned
• Reward amount or type
• Payment timing
• Tax or reporting considerations
• Restrictions involving insurance, financing, licensed professionals, or public officials
• Expiration or program-change terms

Have the program reviewed for local compliance. Never disguise a discount, deductible offset, kickback, or prohibited payment as a referral reward.

11. Testimonial Questions

Ask natural questions:

• What made you start looking for a roofer?
• What concerned you most before the project?
• Why did you choose our company?
• What stood out during the process?
• How did the team handle communication?
• What would you tell another homeowner considering us?

Get permission before recording, editing, or publishing a testimonial or property image.

12. Post-Installation Follow-Up

Two or three days after completion

Thirty days later

Annual reminder

13. Customer Record

Track:

• Completion date
• System installed
• Warranty information
• Review request date and result
• Referral request date and result
• Referrals received
• Service history
• Maintenance reminders
• Additional properties
• Preferred contact method
• Communication consent and preferences

A roofing salesperson needs more than a script. They need enough construction knowledge to explain the work honestly, enough sales skill to guide a decision, and enough discipline to hand off a clean job.

Training should combine study, observation, practice, and supervised field work.

1. Core Training Areas

Every representative should understand:

• Company values and ethical standards
• Services and service area
• Roof system basics
• Inspection process
• Safety boundaries
• Photo and documentation standards
• Retail sales
• Insurance-related role limits
• Proposal presentation
• Objection handling
• Contracts and payment terms
• Production handoff
• Customer communication
• Reviews and referrals
• CRM or job-management expectations

2. First 30 Days

Week 1: Company and roofing foundations

• Company story and customer promise
• Product and service overview
• Basic roof components
• Common roof types
• Roofing vocabulary
• Safety orientation
• Observe inspections and production
• Learn documentation standards

Week 2: Inspection and communication

• Practice homeowner intake
• Learn the inspection checklist
• Practice taking useful photographs
• Write sample inspection summaries
• Learn repair-versus-replacement factors
• Shadow proposal reviews
• Practice explaining findings in plain language

Week 3: Sales process

• Lead qualification
• Retail proposal presentation
• Insurance communication boundaries
• Asking for the sale
• Objection handling
• Financing overview using approved materials
• Contract walkthrough
• Role-play complete appointments

Week 4: Supervised field work

• Run appointments with a trainer present
• Complete inspection files
• Present options
• Ask for the sale
• Complete contracts accurately
• Prepare production handoffs
• Review every appointment with a manager

Do not release a new representative to work alone based only on time served. Use demonstrated competency.

3. Roofing Vocabulary

Representatives should be able to explain:

• Decking
• Underlayment
• Leak barrier
• Starter
• Field shingle or roof covering
• Ridge and hip
• Eave and rake
• Valley
• Flashing
• Pipe boot
• Drip edge
• Fascia and soffit
• Intake and exhaust ventilation
• Square and pitch
• Tear-off
• Workmanship warranty
• Manufacturer warranty

The standard is not memorizing a definition. It is explaining why the component matters to a homeowner.

4. Ethical Sales Standards

Representatives must not:

• Manufacture or exaggerate damage
• Promise insurance coverage
• Misrepresent a contract
• Hide or improperly offset deductibles
• Invent urgency
• Disparage competitors without evidence
• Alter invoices inaccurately
• Pressure confused or vulnerable homeowners
• Promise production outcomes without approval
• Sign for a customer
• Leave material terms blank

Representatives should be rewarded for clean, profitable, well-documented jobs, not only signed contracts.

5. Role-Play Scenarios

Practice:

• Doorstep introduction
• Incoming leak call
• Retail inspection
• Storm-related inspection
• Explaining no replacement is needed
• Good-better-best presentation
• Price objection
• “I need to think about it”
• “I need three estimates”
• “Can you cover my deductible?”
• Asking for the sale
• Explaining a contract
• Discussing unexpected decking
• Requesting final payment
• Asking for a review and referral

6. Role-Play Scorecard

Score one to five:

• Built rapport naturally
• Asked useful questions
• Listened without interrupting
• Explained findings accurately
• Recommended a clear next step
• Used plain language
• Presented price confidently
• Asked for the sale
• Handled concerns respectfully
• Stayed within legal and company boundaries
• Confirmed the next action

Coaching should identify one or two improvements, not overwhelm the rep with ten criticisms.

7. Ride-Along Evaluation

Observe:

• Arrival and appearance
• Homeowner introduction
• Discovery questions
• Inspection preparation
• Safety choices
• Photograph quality
• Accuracy of explanation
• Proposal organization
• Listening and pacing
• Closing question
• Paperwork accuracy
• Follow-up plan

After the appointment, ask the rep to evaluate themselves first.

8. Call or Appointment Review

Use actual evidence when available:

• Did the rep identify the homeowner’s concern?
• Did the rep talk too much?
• Were questions answered directly?
• Did the rep make unsupported claims?
• Was the recommendation connected to findings?
• Was the price explained clearly?
• Did the rep ask for the sale?
• Was the next step specific?

9. Weekly Coaching Meeting

Review:

• Activity and appointments
• Inspection-to-proposal rate
• Proposal-to-sale rate
• Average contract value
• Cancellation rate
• Gross profit or pricing quality
• Missing documents
• Production handoff issues
• Collection issues
• Reviews and referrals
• One call, presentation, or file in detail

Choose one skill to practice during the next week.

10. Certification Before Solo Work

The representative should demonstrate that they can:

• Run a professional intake
• Follow safety rules
• Complete the inspection process
• Produce a clear photo file
• Explain repair and replacement options
• Stay within insurance role boundaries
• Present a retail proposal
• Handle common objections
• Ask for the sale
• Complete required paperwork
• Prepare a production-ready handoff
• Communicate appropriately after the sale

11. Ongoing Training

Provide refreshers when:

• Products or installation requirements change
• Contracts or laws change
• New financing programs are introduced
• Quality problems repeat
• Cancellation or collection rates rise
• Customer complaints show a pattern
• A new sales channel is added

Tools should help a roofing company make better decisions, not create more data entry. Every tracker or calculator needs a clear owner, a clear purpose, and a clear action when the number changes.

1. Sales Activity Tracker

Track by representative and date:

• Leads assigned
• Outbound attempts
• Homeowners reached
• Inspections booked
• Inspections completed
• Proposals presented
• Contracts signed
• Follow-ups scheduled
• Referrals requested
• Reviews requested

Useful rates:

• Contact rate = homeowners reached divided by attempts
• Booking rate = inspections booked divided by qualified conversations
• Inspection completion rate = completed inspections divided by booked inspections
• Close rate = contracts signed divided by qualified proposals presented

Do not judge performance from one day. Look for patterns over a meaningful period.

2. Sales Pipeline Tracker

Suggested stages:

1. New lead
2. Contact attempted
3. Inspection scheduled
4. Inspection completed
5. Proposal prepared
6. Proposal presented
7. Decision pending
8. Contract signed
9. Pre-production
10. Lost or closed

Track:

• Customer
• Property
• Lead source
• Estimated value
• Current stage
• Last contact
• Next action
• Next action date
• Responsible person
• Main obstacle
• Expected decision date

Every open opportunity should have one specific next action.

3. Price-Per-Square Calculator

Inputs may include:

• Measured squares
• Waste percentage
• Tear-off layers
• Material package
• Labor
• Underlayment and accessories
• Flashing
• Ventilation
• Disposal
• Delivery
• Steep or high charges
• Permit
• Overhead allocation
• Target gross profit
• Taxes where applicable

Formula framework:

1. Add direct project costs
2. Add appropriate overhead allocation
3. Apply the company’s approved pricing or margin method
4. Divide final selling price by measured squares for comparison

Price per square is a comparison metric, not a substitute for job-specific estimating.

4. Gross Profit Calculator

• Revenue = contract plus approved change orders
• Direct cost = material plus labor plus disposal plus permits plus other job-specific cost
• Gross profit dollars = revenue minus direct cost
• Gross margin percentage = gross profit dollars divided by revenue

Keep markup and margin separate. They are not the same calculation.

5. Commission Calculator

Define:

• Commission basis
• When commission is earned
• Whether it is based on revenue or collected gross profit
• Treatment of discounts
• Treatment of change orders
• Treatment of cancellations
• Chargebacks
• Payment timing
• Split-credit rules

Representatives should be able to see how a clean scope, accurate pricing, and successful collection affect commission.

6. Financing Payment Estimator

Use lender-approved tools for actual consumer disclosures.

Internal comparison fields may include:

• Project price
• Down payment
• Amount financed
• Term
• Stated rate from the approved program
• Estimated payment
• Fees
• Promotional period

Label estimates clearly. Final terms come from the lender and borrower approval.

7. Material and Waste Calculator

Inputs:

• Roof area
• Pitch or measurement method
• Waste factor
• Valleys, hips, and complexity
• Product coverage
• Starter
• Ridge material
• Underlayment
• Leak barrier
• Drip edge
• Flashing
• Fasteners
• Ventilation

Require measurement verification before ordering. A calculator cannot identify a bad measurement.

8. Repair-Versus-Replacement Worksheet

Compare:

• Current roof age
• Overall condition
• Repair scope
• Repair cost
• Expected repair life
• Matching availability
• Recurring issue history
• Replacement cost
• Expected replacement life
• Warranty differences
• Risk of additional work

The worksheet should help explain tradeoffs without pretending the future is certain.

9. Lead Source Tracker

For each source, track:

• Leads
• Appointments
• Proposals
• Sales
• Revenue
• Gross profit
• Marketing cost
• Cost per lead
• Cost per sale
• Close rate
• Cancellation rate
• Collection performance

A source producing many cheap leads may still be poor if the jobs cancel, lose money, or never pay.

10. Job Profitability Worksheet

Compare estimated and actual:

• Contract revenue
• Change-order revenue
• Materials
• Labor
• Disposal
• Permit and inspection cost
• Equipment
• Subcontractor cost
• Sales commission
• Repairs or callbacks
• Other direct cost
• Gross profit

Record why the result changed:

• Measurement error
• Missed scope
• Price override
• Material increase
• Production issue
• Change order not collected
• Weather or access condition
• Customer concession

11. Weekly Sales Scorecard

Include:

• New leads
• Speed to first contact
• Appointments set
• Completed inspections
• Proposals presented
• Sales
• Close rate
• Average contract value
• Expected gross margin
• Cancellations
• Missing paperwork
• Reviews
• Referrals
• Past-due sold jobs

Pair each metric with a target and owner.

12. Insurance and Payment Tracker

Where relevant, track:

• Claim or project reference
• Inspection status
• Adjuster meeting
• Scope received
• Supplement submitted
• Response due
• Initial payment status
• Mortgage endorsement status
• Completion documents sent
• Depreciation status
• Customer payments
• Current contract balance
• Next action

Keep insurance information secure and limit access appropriately.

13. Dashboard Rules

• Use one definition for each metric
• Identify the source of truth
• Prevent duplicate leads and jobs
• Separate signed, produced, invoiced, and collected revenue
• Review missing values
• Show the reporting period
• Avoid rewarding activity without quality
• Give every exception an owner and next action

14. Monthly Management Questions

• Which lead sources create profitable, collected jobs?
• Where are opportunities getting stuck?
• Which objections occur most often?
• Which representatives need coaching?
• Are discounts reducing margin?
• Are handoff errors creating production cost?
• Are collections slowing?
• Which job types create callbacks?
• Are reviews and referrals increasing?
• What one process change would matter most next month?