We Appreciate A Four Out Of Five Star Review Sometimes

September 4, 2023
Case Study

How Four-Out-Of-Five Stars Pushed Us To Grow And Own Our Mistakes

Learning From Our Roofing Missteps Allows Us To Do Better Next Time

What happens when a roofing company gets a less-than-perfect customer review?

Well, most Houston companies would try to deny it.

Sweep it under the rug.

Hide from it.

Run from it.

Anything but face cold, hard accountability for it.

However, at Houston Roofing & Construction, that’s NOT how we handle criticism. Instead, we listen to the concern, acknowledge the problem, and, if we can’t fix it at the moment any longer, we make a promise to learn from it and do better next time.

Only when we admit our shortcomings and take full responsibility can we push forward and apply our new knowledge to future projects. And since no one is perfect all the time (though we aim to be), that’s exactly what we do – grow from our mistakes.

We Don’t Hide From Our Less-Than-Perfect Reviews

As much as we strive for perfection, we admittingly recently got a dreaded four-out-of-five star review. Wha wha.

The thorough review stated how professional we were, how we addressed all the problem areas on their inspection report, how we seamlessly matched their roof’s out-of-production shingles, and how we even took care of miscellaneous tasks along the way. 

So what could have possibly warranted four out of five stars?

We didn’t remove the pine needles off the roof like we said we would, nor were we as communicative as we should have been concerning a vent hose we didn’t have on hand. (We failed to mention that we were unable to attach the bathroom exhaust to the outside vent due to having the wrong hose length.)

No excuses.

Though our customer was very kind in her review and clear about our mistakes, we aren’t satisfied with ourselves until our customers are completely satisfied.

Our Promise To Learn From Our Mistakes

Though we tried to make it right, the owner had already addressed the issues before writing the review or letting us know our mistakes. As disappointed as we were with the situation, we still had to do something about it.

So, instead of ignoring this review or denying our wrongdoing, our owner addressed the concern head-on:

I really appreciate your honest feedback, and I’m sharing it with our entire team. We want to learn from this and do better on the full delivery of our promises! I’m glad there were mostly positives about your experience, and you would still recommend us. Thank you again, and please let me know if we can do anything to help you in the future.

If that’s not taking responsibility, we don’t know what is!

And what was the hard lesson we learned through this?

Well, our biggest takeaway was remembering how crucial communication is between you and us! We always want to ensure both of us are on the same page regarding what the project will consist of and what work will be performed. Only then can we ensure we follow through with our promise.

At Houston Roofing & Construction, Our Commitment To Full Accountability Shows

Some companies might prefer sugar-coated reviews, but we genuinely appreciate it when we receive honest reviews. Only then can we explore areas of needed growth in ourselves and continue to deliver you roofing excellence

At Houston Roofing & Construction, we understand that only when we know about the problem can we do anything to fix it. And when your company standards are as high as ours are, we gladly accept your honest feedback. 

We also don’t typically make these kinds of small mistakes – there’s a reason we have over 200 5-star reviews, after all! But, hey, no one is perfect 100% of the time. What separates us from many roofers is that we will A) always make things right and B) always look to grow from our mistakes. 

Now that’s accountability at its finest.

So when you’re ready to work with a local roofing company committed to growth and total customer satisfaction, we’re ready to work with you. Call Houston Roofing & Construction today for a free roofing estimate!

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