Communication and Customer Service
When we think of exceptional customer service, communication is the first thing that comes to mind. It is the contractor’s responsibility to communicate project updates and to follow-up post project, but it is also their responsibility to make it easy for customers to get in touch with them when needed.
When hiring a roofing contractor, make sure they will have ongoing communication with you before, throughout and after your project. Some communication you should expect includes; education on your solutions and why it is the best fit for your needs, timeline of the project, updates throughout the project and finally follow-up after the project is completed. Having a single point of contact makes this communication process easier and more effective for both the customer and contractor.
So how is CentiMark’s customer service? Here is what one of our customers had to say:
“I’m writing to tell you what a great experience that your staff provided from the first inspection to the final inspection. If someone asked me what is special about CentiMark, my answer is their ability to communicatethroughout the whole job. An example of this happened midway throughout job, when a strong wind storm was forecasted. The CentiMark crew had already “battened down the hatches”. During the storm, the superintendent called us and was willing to drive an hour to check out that everything was ok. I told him that it wasn’t necessary since they had done a good job of securing everything and the wind did not cause any problems.“ Bruce Cameron, Director of Facilities & Transportation, Compassion Place, Baltimore, MD May 22, 2018
Back in the 1970’s CentiMark started focusing on their customer service offering. The initial offering included one point of contact nationwide, an 800 number for customer service and 24/7 answering services for emergency response. Later an online roof management application, MyCentiMark.com, was implemented to provide customers access to their project information anytime, anywhere. Today we also have a Quality Assurance Program in place. A CentiMark representative reaches out to customers providing them updates on current projects and follows up after the project is complete to obtain feedback. They act as an advocate for you, our customer.
Our goal is to make sure you have the best customer experience possible throughout your project.