Becoming a value added solution strategist

CCS Influencer Joe Sorrentino says that it takes a team effort to develop a successful strategy and create trust.

In order to be a “value added” solution specialist (aka roofing/restoration contractor) you must be aware of the perceived immediate need (roof leaks/repairs/replacement) of the building owner versus true root cause of the issues. Many “roof leaks” are window, HVAC or wall leaks that are attributed to the roofing system. In one personal instance a roof leak was called in and it was a second story water pipe rupture that entered on the first floor!

The power of no becomes an important element of the process. No, you do not need a roof, you need to fix the wall on the side of the building that only leaks during a driving rain from the wind exposure! No, just because your roof warranty is expiring and you have had numerous leaks, your roof does not need to be removed and replaced. In order to use the power of no, the power of technology must be implemented in the form of nondestructive and possibly destructive tests to determine the areas that are causing the leaks and its’ percentage of the entire roof area and/or locations. An article published back in 2012 highlights the transition of roof bonds to roof warranties as well as the explosion of options available to designers, contractors and building owners (Facilities Today March 2012 – “How To Maximize Your Roofing Budget And Minimize Your Roofing Cost”).

A perimeter walk of the exterior along with an investigation from the inside/underside of the roof structure are critical to the evaluation process. Key questions must be asked and verified that will identify a proactive building owner to remediate roof and building envelope items such as windows, walls and below grade waterproofing are critical to assist in adding value to the investment of time during a site visit. In addition to these key factors, the useful service life of the HVAC system itself should be addressed.

Why remove and replace a roofing system and add current code required insulation values if the HVAC system service life is more of a concern to the energy efficiency of the entire facility? To add value, a holistic approach to the issues expressed by the owner should trusted but verified. Then after the evaluation proposals should identify the issues identified from the site visit and diagnosis data (infrared roof surveys, core cuts, etc.). 

So the main item to train the sales team to do is listen and take detailed notes to review, collaborate and then share with the building owner/potential client. It takes a team effort to develop a successful strategy and create trust. No costs and/or solutions should be discussed until the team of contactor and manufacturer(s) have agreed on the scope of work to assist in the decision process.