The maintenance mindset

CCS Influencer Johnny Walker says if a roofs been properly maintained, they're easily restorable.

Editor's note: The following is the transcript of a live interview with CCS Influencer John Walker. You can read the interview below or listen to the podcast.

Alex Tolle: Hello, I'm Alex Tolle with CoatingsCoffeeShop.com and I am back for another influencer interview. Today, I have John Walker here. Our June question for CoatingsCoffeeShopp is how can contractors leverage renewable warranties combined with maintenance programs to build trust with their building owners? 

Jonny Walker: Absolutely. This is a fantastic question. I love this question because when we do our trainings for our certified applicator program, this is one of the main focuses we talk about is when you're talking about roof restorations, coding systems, that they all have to be maintained. We look at it and say, "If a roof has to be inspected twice a year, then that contractor needs to be selling to that building owner that concept of, "Hey, I'm going to come out, we're going to give you a maintenance program, we're going to clean your gutters, clean your drains, that type of thing and we're going to inspect that roof. We're going to look for physical damage, we're going to make minor repairs if needed."" And that's all part of their maintenance program. As I explained it to my contractors, if they do this type of work where they have this type of program, they become the hero and never the zero. 

Because they find the minor workmanship details, they find the minor problems and they're fixed before the building owner may even know they exist. Especially in the very first half of the warranties, they can go out there and they're always that person that is inspecting this roof and they're finding the minor problems and they're making the little details and repairs. If they find something physical damaged, maybe a tree fell on it or an HVAC contractor damaged the roof, that's now billable. Which contractor do you think is going to get that work? The guy that has the agreement. That's for the first half of the warranty. Now the second half of the warranty, when you're starting to get towards the end of that warranty, whether it's a five year, 10 year, 15 year, 20 or whatever that is, now it's the renewable side. 

That contractor has been the person keeping the roof dry, keeping that good relationship with that building owner, they're always going to get that first look for that renewable warranty system. And in most cases, if they've been properly maintained, they're easily restorable. Whether it's minor touch up or an additional coat, it's something that could be done with a very low cost to the building owner because the work's already been done and properly maintained. That contractor has excellent relationship because they haven't had the leak that's come down in the CEO's office desk because they were properly maintaining it. 

They had that agreement and that contract to go out there and keep that up. And then for us, it's very easy because, these are our certified contractors, they're our customers, we know they've been maintaining it. We know that if we issue that extended warranty, they're going to continue that program and it's going to be properly maintained. Then we don't have to deal with any concerns or issues that would pop up, the unknown. The issue is when they're not properly maintained. You issue a ten-year warranty and the building owner doesn't look at it until they realize, "Our warranty is about to expire." Or they're like, "We're about to sell the building." They go up there and they find all these issues because it wasn't properly maintained. Then there's not a lot of liability there for the coatings manufacturer because it wasn't properly maintained. 

It's key for the building owner, but also key for that contractor to expand their business model, issue these maintenance agreements and systems. But then for the building owner, they know that their roof is always going to be in good shape so whatever they decide at any point in business, it's ready to go. 

Alex Tolle: It seems like a win-win for everybody with these maintenance programs because you save money as the building owner and in the long run you save a lot of money and then as a contractor, you're staying connected with that customer and supporting them and being just a reliable resource for them. 

Jonny Walker: A hundred percent. Here in Florida where we're at with the hurricanes and in other areas of the country where you have hail damage issues, it's that contractor who's already on the roof, he already has the agreement, that's the person that's going to come up and inspect that roof after that storm. If there is major damage that contractor is going to get the first chance to offer a bid for re-roof repair, whatever it need be. 

Alex Tolle: Absolutely. And in the long run, that contractor is going to get repeat business or they're going to share the contractor's name with their friends or other people that they know and it's a win-win. 

Jonny Walker: That's the referral side of it. If you're building owner never has an issue, when somebody asks, "What did you have done with your roof?" They're going to feel really good about recommending, "Call my guy. Call my guy because they put it on in five years. I've never had a leak. I don't have any issues. And they're up there twice a month or rather twice a year, minimally looking at that roof and cleaning drains and scuppers and removing debris and looking for physical damage and making minor repairs." They absolutely will get that referral business. 

Alex Tolle: Amazing. Thank you so much, John. Appreciate your time and your insights. 

Jonny Walker: Absolutely. Thank you, Alex.