Case Study: General Restoration – Rock Rapids, Iowa
Customer Problem
The customer, a homeowner with an older house, was concerned about the condition of their roof, particularly due to its age and the presence of two layers of shingles. They were unsure if the decking needed to be re-sheeted, a concern that arose after receiving an estimate. The attic, partly finished and used as an office, posed challenges in assessing the state of the decking. Uncertainty about the underlying structure and potential additional costs created apprehension for the homeowner, especially regarding the possibility of having to replace old cedar shakes or other materials.
How Crew Responded
Crew Restoration promptly addressed the customer’s concerns by discussing the potential scenarios involving the roof’s decking. The representative, J.O., provided detailed insights into the possibilities of what could be found once the existing shingles were removed. Understanding the importance of transparency, Crew offered to inspect the attic and provide a thorough assessment before any work commenced. They reassured the customer by explaining the typical structures found in older homes and the implications of each scenario. This proactive communication aimed to avoid unexpected costs and ensure that the customer felt informed and comfortable with the process.
Solution Provided
Crew Restoration proposed a plan to inspect the attic space more closely, offering to look at the back side of the roof decking. They suggested that the customer take pictures of the attic’s structural components, which would help Crew determine the necessity of re-sheeting. This approach allowed the customer to be actively involved in the assessment process, fostering trust and collaboration. By providing clear instructions on what to look for, Crew ensured that the customer could gather valuable information that would aid in making an informed decision.
Result
As a result of Crew’s thorough and communicative approach, the customer gained a clearer understanding of their roof’s condition. They felt reassured that Crew was committed to avoiding unnecessary costs and complications. The proactive inspection plan allowed for any potential issues to be identified and addressed before the project began, preventing surprises and ensuring a smoother renovation process. The customer’s confidence in Crew’s expertise and transparency led to a positive experience, reinforcing Crew Restoration’s reputation for reliability and customer care.
