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How To Prevent Callbacks 4 Tips for a More Effective Workforce

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How To Prevent Callbacks: 4 Tips for a More Effective Workforce

January 10, 2020

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Being a contractor means inevitably having to deal with the occasional callback, but that doesn't mean there aren't things you can do to prevent them.

Callback prevention doesn't just mean trying to do better on any one particular job, though—the best way to prevent callbacks is to make business-wide changes in how you train and oversee employees. It may seem like a daunting task, but learning to prevent callbacks is worth the effort. Fewer callbacks mean more money saved, better worker morale, and a more positive company reputation.

The Cost of Callbacks

The most concrete downside of callbacks is the cost, but many roofers don't keep track of how many callbacks they've had, and so aren't aware of just how much they're costing their company. A closer look at the cost of callbacks usually shows huge opportunities for saving money by preventing them.

Here are examples of what callbacks could cost your company:

Cleanup-Related Callbacks: $100

For cleanup, you would send a worker—often the foreman—to make sure the site is perfect. Calculate two to three hours salary for travel and work time, fuel and expense costs for the truck, plus missed work costs for whoever you send to re-clean. This may not be a lot on its own, but a few of these a month can really add up.

Leak-Related Callbacks: $200-$300

A simple leak might cost you $200 to $300. You'd need to send an experienced employee who could find the source of the problem and solve it, and pay for their time and any equipment they may need. Again, this isn't a lot on its own, but it can add up.

The Big Callback: $500 - $2,000+

This is the call you really don't want. There are endless possible causes—maybe a section of shingles wasn't properly installed, or maybe a roof inspector found an unexpected issue. In the worst-case scenario, you could be responsible for replacing the entire roof, essentially doing a job over again because it wasn't done right the first time.

Common Reasons for Callbacks

If you're committed to preventing callbacks, it's important to first understand why they're happening. These three preventable issues are some of the most common reasons for callbacks.

Sloppy Cleanup: Poor cleanup causes callbacks, even if nothing else has gone wrong on the job site. "90% of a roof can't be seen by the homeowner," said Guillaume Bailly, Canada Senior CARE Training Manager for GAF. "If the cleanup isn't done properly, and the homeowner sees nails and roofing materials lying around—they think, 'If the roofers left this mess, what else is wrong?'" This can lead to unnecessary callbacks.
Miscommunication During Sales: "When you're selling a roof, don't sell a unicorn," said Bailly. The salesperson often isn't the installer, so they may inaccurately describe what the homeowner should expect. As a result, there can be misunderstandings. Lack of communication between the salesperson and the installer can lead to unhappy customers and callbacks, but getting everyone on the same page before they talk to a customer can make the process go much more smoothly.
Rain and Leaks: Typically, leaks come with the first rain and occur around detailing, such as skylights or flashing. This is easily fixed with a caulk gun and tube of cement, but by then, the homeowner is worried they have a bad roof. This wasted time and reputational damage can be prevented if workers are trained to work more carefully, to begin with.

How to Prevent Callbacks

Callbacks are expensive, but good installation and cleanup can help prevent them. Better equipment and materials are an essential part of this process. Shingles built for speed and accuracy—like the Timberline® HDZ™, which has the widest nailing zone in the industry—aid in quality installation.

In addition, smart training and business management can go a long way toward preventing callbacks. Try these four business practices to help ensure consistent install quality and good cleanup.

Train New Hires Well

Training is one of the most important factors in reducing callbacks, according to Bailly. He estimates that poor training could result in callbacks on 10-20% of on roofing jobs, while a well-trained crew may lead to callbacks on only 1-3% of jobs. A lack of training can lead to a high discrepancy in install quality within the same company, which can result in expensive problems. You can minimize these issues and prevent callbacks by training every new hire to use the same install procedures.

Create Standard Operating Procedures (SOP)

SOP help to prevent leak-related callbacks and other installation problems. Many roofing contractors do not have SOP, which then gives each person on the crew the freedom to use their own personal technique. This leaves more room for error (and, sometimes, arguments). To prevent this, start by creating a checklist for every step of the installation process, and make sure each of your team members has access to it.

Give Foremen Leadership Training

A roofing crew needs a strong, encouraging leader who enforces SOP. Many foremen, however, haven't had formal leadership training, according to Bailly. Oftentimes, they are the ones who excelled at installing and got promoted as a result. Being a foreman is very different from being an installer, though, and new foremen need training on how to run a crew effectively. A strong leader in the foreman role who provides purpose and encouragement makes for a stronger roofing crew that's motivated to do higher-quality work.

Empower Your Laborers

The cleanup guys are often the least trained and lowest paid, so they don't have as much motivation to do a thorough job. Empowering these workers with proper training and acknowledging their importance in your crew can help reduce callbacks.

Bailly suggests communicating their importance to them by explaining that, "The customer can't see how we're installing the roof. All they see is your cleanup, so you have a big impact on our reputation." If your laborers understand why their work is valued, they'll be less likely to rush through the work.

Want to learn more strategies for growing your business and training your crew? The experts at the GAF Center for the Advancement of Roofing Excellence (CARE) are here to help, with live training and on-demand learning.

About the Author

Annie Crawford

Annie Crawford is a freelance writer in Oakland, CA, covering travel, style, and home improvement. Find more of her work at annielcrawford.com.

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Climate zones 4, and 8 through 15 require cool roofs for new and reroof applications when more than 50% of the roof is removed.If shingles don't meet the required SRI, alternative paths to compliance include using a radiant barrier, airspace, or additional attic insulation.Los Angeles County Green Building CodeThe Los Angeles County Green Building Code's Cool Roof Ordinance covers buildings in the county and prescribes SRI values depending on the type of building (low-rise residential, high-rise residential and hotels/motels, and nonresidential) and roof slope. High-slope (more than 2:12), low-rise residential roofs must have an SRI of 20 or more. Exceptions apply to roof repairs or replacements where less than 50% of the roof is removed, additions of less than 500 square feet or less than 50% of the total roof area, and green roofs.Selling Points for California HomeownersWhen working with property owners in California and Los Angeles County, you can highlight the following selling points of Timberline HDZ® Reflector Series Shingles.Potential Savings on Cooling CostsReflective roofing may help decrease a roof's temperature and cooling load, which has the potential to lower cooling costs.****StyleTimberline HDZ® RS Shingles provide the darkest highly-reflective shingle available, Charcoal, thanks to EcoDark® granules. They also feature GAF's High Definition® color blends for dimensional, wood-shake look.Peace of MindHomeowners can enjoy heightened confidence when choosing Timberline HDZ® RS Shingles because they come with a Lifetime Limited Warranty***** against manufacturing defects and a 25-year StainGuard Plus™ Algae Protection limited warranty.**Enhancing Homes' AppealHomeowners can rest assured that the new Timberline HDZ® Reflector Series Shingles offer the durability of GAF shingles while providing deep, rich color options to match their unique aesthetic.Color OptionsTimberline HDZ® RS shingles feature newly formulated EcoDark® Granules that provide deep rich, dark colors including Charcoal, the darkest highly-reflective shingle color in California, as well as other popular shingle colors that offer color blends for a more dimensional look.Time-Release Algae Fighting TechnologyTimberline HDZ® RS shingles feature GAF Time-Release Algae-Fighting Technology which uses specially engineered capsules that are infused with thousands of copper microsites. This allows the copper to release steadily over time for long-lasting algae fighting power. It's technology so strong, it powers the 25-Year StainGuard Plus™ Algae Protection Limited Warranty.**WindProven Limited Wind WarrantyTimberline HDZ® RS shingles have LayerLock® technology and the StrikeZone™, nailing area like traditional Timberline HDZ® shingles, and are eligible for the WindProven™ Limited Wind Warranty with no maximum wind speed limitation when installed with the required combination of accessories.***Curious to learn more? Visit the GAF Timberline HDZ® RS Shingles product page for more details.*Can be used to comply with the Cool Roof Requirements for steep slope residential buildings of 2022 Title 24, Part 6, of the California Code of Regulations and the Green Building Standards Code of Los Angeles County.**25-year StainGuard Plus Algae Protection Limited Warranty against blue-green algae discoloration is available only on products sold in packages bearing the StainGuard Plus logo. See GAF Shingle and Accessory Limited Warranty for complete coverage and restrictions.***15-year WindProven™ limited wind warranty covers GAF Shingles with LayerLock® Technology only and requires the use of GAF Starter Strips, Roof Deck Protection, Ridge Cap Shingles, and Leak Barrier or Attic Ventilation. See GAF Roofing System Limited Warranty for complete coverage and restrictions. Visit gaf.com/LRS for qualifying GAF products. For installations not eligible for the WindProven limited wind warranty, see GAF Shingle & Accessory Limited Warranty for complete coverage and restrictions.****Energy cost savings are not guaranteed and the amount of savings may vary based on a variety of factors, such as climate zone, utility rates, radiative properties of roofing products, insulation levels and HVAC equipment efficiency.*****Definition of Lifetime: The word "Lifetime" means as long as you, the original owner(s) [or the second owner(s) if coverage was properly transferred during the Smart Choice Protection Period], own the property where the shingles and/or accessories are installed. The Lifetime warranty is applicable only to shingles and accessories installed on a single-family detached residence owned by individuals. For any other type of owner or building, such as a corporation, governmental entity, religious entity, condominium or homeowner association, school, apartment building, office building, or multi-use structure, the length of the warranty is 40 years. See the GAF Shingle & Accessory Limited Warranty, GAF Roofing System Limited Warranty and GAF Golden Pledge Limited Warranty for complete coverage and restrictions.

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