Service Providers and Manufacturers: How to Effectively Work Together

Roofing service providers and manufacturers have always worked closely together to provide the end customer — commercial or residential — with the best possible roofing system. High-quality materials and skilled installation go hand in hand and, if all goes right, a solid, long-lasting roofing system gets put in place. Manufacturers are dependent on service providers to install their roofing systems properly, and service providers are relying on the quality of materials from manufacturers to deliver as trouble-free roofing experience as possible.

While both the service provider and manufacturer share common goals, there are sometimes bumps in the road when there are problems with either the installation, repair or materials. These obstacles can be overcome when manufacturer and service provider are on the same page and working together for the mutual benefit of the end customer.

Here are some helpful tips for service providers and manufacturers to ensure a positive and productive relationship when working together.

• Communicate clearly. When ordering materials, discussing deadlines and special circumstances, it is vital to communicate very clearly and specifically. Do not make any assumptions that the other person understands what you are talking about. Take an extra few minutes to review what you need, when you need it and any special requirements.

• Document everything. There are bound to be misunderstandings, so make sure to properly document all orders, requests and agreements. If something is discussed on the phone, follow-up with an email to clarify and establish a written record.

• Be realistic with your demands. Understanding the other person’s business goes a long way toward a productive relationship. Don’t ask for something you know is not possible, or that would put an unnecessary strain on the other company. Put yourself in the other person’s shoes and problem-solve with them, not against them.

• Prepare in advance for seasonal work. Knowing what type of work is performed and what materials are needed during each season can help ensure everyone gets what they need when they need it. Winter and summer months each have their own unique set of circumstances, and preparing for that in advance can help ease the tension of supply and demand.

• Be familiar with the manufacturers’ systems and products. It is well worth a service provider’s time to be knowledgeable about the different systems and products of each manufacturer. This will save a lot of time in the long run and enable the service provider to communicate more effectively with the manufacturer. Most manufacturers would be more than happy to set up briefings on their products and review the differences, benefits, etc.

• Don’t point fingers. It’s very easy when there is a problem to blame the other person or company. But that generally doesn’t solve anything for anyone and only hinders getting a resolution for the customer. If a service provider feels there are issues with the materials, they need to carefully assess the situation, gather all the pertinent information and then have a productive conversation with the manufacturer. And likewise, if the issue rests with the service provider, the manufacturer should do everything possible to help resolve the issue. If service providers and manufacturers are each accountable to one another it makes it much easier to solve a problem and move forward in a positive and expedient manner.

• Look for ways to add value. The best way to make a good relationship even better is if each company continually looks for ways to add value to the other. For manufacturers, this means supporting the service provider in their ability to do great work for customers and thinking of ways to go above and beyond. Perhaps this means getting materials delivered earlier than promised or helping resolve an issue with a customer. For service providers, this could mean providing manufacturers with pictures and information about projects for case studies. Or perhaps its giving manufacturers constructive and productive feedback on how their systems are performing in the market.

• Understand manufacturer warrantees and service provider guarantees. Both the manufacturer and service provider must stand by their work and the quality and performance of materials and systems. It’s critical to make sure everyone understands who is responsible for what and how the manufacturer and service provider need to integrate their respective warrantees and guarantees to the end customer. Oftentimes it’s not necessarily clear where or how a failure occurred, and being on the same page in this area can help avoid problems.

About the author: Eric Smyth is vice president of Legacy Roofing Services, a full-service commercial and residential roofing contractor with offices in Ohio and Pennsylvania. For more information, visit legacyroofing.com.