In this episode of Roof Wars, Chad and David take you inside one of the most misunderstood levers in the roofing business: customer feedback, how to get it, how to read it, and how it truly transforms your service division.

They break down why most roofing companies think they deliver "great service" when in reality, their customers see them as forgettable. You'll hear real talk about indifference, the silent killer of customer loyalty, and why an average experience is more dangerous than a bad one. Using examples from the field and hard-earned industry lessons, Chad and David explain why raving fans aren't created by fixing leaks. They're created through systems, response time, communication rhythms, and consistent delivery that separates you from every other roofer in town.

The episode dives deep into the frameworks that actually measure customer sentiment—letters of recommendation, repeat work, share of wallet, and Net Promoter Score (NPS). They explain why a "7" or "8" isn't good, it's a warning sign. And why only "9s" and "10s" show you which customers will give you more work, more referrals, and long-term loyalty.

Chad and David also walk through how feedback becomes your competitive weapon: setting expectations upfront, aligning sales and service so customers never feel confused, eliminating the chaos between departments, and building a Perfect Service Journey that customers trust every single time.

By the end of this conversation, you'll understand:

• why your customer—not you—is the only one who decides if your service is great
• how to turn feedback into high-value repeat work
• how NPS reveals which customers will promote your business
• how to track true loyalty using dollars, not feelings
• how to build a customer experience that creates raving fans—not one-time transactions

From first-time fixes and response times to expectation-setting and referral systems, this episode gives roofing leaders the blueprint for turning feedback into fuel for growth. If you want customers who never shop around again, this is the episode you need.

In this episode of Roof Wars, Chad and David tackle one of the most important—and most overlooked, topics in the roofing industry: safety. They unpack what it really means to build a safety-first culture, why "common sense" isn't common, and how training your team to prevent accidents protects people, profits, and your reputation.

Drawing from real stories in the field, including near misses, skylight falls, and dangerous roof hatch setups, they expose the silent risks that hide on every roof and share practical steps to eliminate them. From OSHA-10 training and crew onboarding to hazard identification and client education, Chad and David show how true leadership starts with keeping everyone safe—from your technicians to your customers.

They break down how a single overlooked hazard can cost more than an OSHA fine, it can cost a life. You'll learn how to identify danger zones before they become incidents, educate clients with integrity so they can make informed choices, and build systems that make safety part of your brand, not just a checklist.

Listeners will walk away with a clear, actionable plan for turning safety into a competitive advantage: standardized training, consistent field practices, and communication strategies that strengthen trust and reduce liability. From rooftop to boardroom, this episode gives roofing leaders the framework to make "everyone goes home" more than a motto, it's the measure of excellence.

In this episode of Roof Wars, Chad and David break down what real branding means in the roofing game—and why it's not just about logos or truck wraps, but about creating a reputation that can't be ignored. They dig into the difference between internal culture and external brand, showing how what happens inside your company shapes what clients see on the outside.

From truck colors and uniforms to A-frame signs and giveaway pens, they reveal how small, consistent details build massive visibility and trust. Using real stories from the field—like showing up at pre-bids in bright orange shirts or avoiding white trucks that blend into the crowd—they show how great roofing companies don't just sell roofs… they build a brand people recognize instantly.

Chad and David break down how to dominate your three-to-five-mile radius, explaining how perception becomes reality when your trucks, signs, and team show up with the same look, feel, and confidence every single time. You'll learn why consistency beats size, how to "punch above your weight," and how a small crew with a strong brand can look and perform like a national player.

Listeners will walk away with a clear blueprint for transforming everyday tools—trucks, uniforms, pens, jobsite signs—into brand-building assets that attract trust and attention. From reputation strategy to real-world execution, this episode shows roofing leaders how to turn visibility into credibility, and credibility into unstoppable growth.