Number #1 Question to Ask Potential Roofers

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Reviewed by JC Sanjuan — General and roofing contractor with over a decade of experience in residential and commercial construction. He specializes in project management, quality workmanship, client satisfaction, and solving roofing challenges.

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Besides asking roofers the most common questions when hiring them, one important question that most homeowners don’t ask is: “What kind of support will you offer on-site while the roofing work is being done?”

When it’s time to get a new roof, most of us think about the materials, costs, and finding a reliable team for the job. Yet, there’s an important aspect that often gets missed until the work starts: customer service. This isn’t just about friendly talks or setting up appointments; it’s about the full support you get when your home turns into a work site.

In the roofing business, the rush to meet sales goals and the focus on the technical work means customer service, especially on-site, isn’t always a priority. But the difference between a smooth roofing project and a stressful one often comes down to this key factor. Roofing isn’t just a task done on your home; it’s an activity that significantly affects your daily life.

This article will highlight the critical role of customer service during roofing projects. We’ll discuss why dedicated on-site support is essential, the varying levels of service you might encounter, and how strong communication and support throughout the project can change your experience for the better. It’s about time we expect more and understand how a focus on customer service can greatly improve this major home improvement process.

Understanding the Importance of Customer Service in Roofing

Traditionally, the roofing industry has been more focused on the technical aspects of the job—how to quickly and efficiently repair or replace a roof. This focus is understandable, given the complexity and risks involved in roofing work. However, this often means that customer service, especially during the project, doesn’t get the attention it deserves. The truth is, the way a roofing company handles customer service can dramatically affect your experience.

The Expectations for On-Site Support

When your home becomes a construction zone, with workers navigating your roof and equipment scattered around, the need for clear and accessible communication becomes paramount. Yet, many homeowners find themselves unprepared for the disruption and unsure of whom to turn to with their concerns. Here’s what homeowners should expect when it comes to on-site support during a roofing project:

  1. Prompt and Clear Communication: From the outset, your roofing contractor should establish clear lines of communication. This means knowing who to contact with questions or concerns and having access to this person throughout the project.
  2. Dedicated On-Site Presence: Ideally, your roofing company will provide a dedicated job site manager or customer service representative who is on-site while the work is being performed. This person’s role is to ensure the project runs smoothly and to be available to address any of your concerns directly.
  3. Proactive Updates and Check-Ins: Regular updates on the project’s progress and proactive check-ins can help alleviate any anxiety you might have about the work. Knowing what to expect each day and being informed of any changes or delays in real-time can make a big difference in your overall experience.

Different Levels of Customer Service

Roofing companies offer varying levels of customer service, ranging from minimal to full on-site support. Understanding these differences can help you make an informed decision when choosing a roofer:

  • Minimal Support: Often seen with smaller roofing businesses, where the owner might be your main point of contact. While their direct involvement in the work ensures quality, it can limit their availability to address your concerns promptly.
  • Intermediate Support: Larger roofing companies might assign a quality control person or project manager who oversees multiple projects. They can offer assistance, though their time may be divided among several job sites.
  • Full Support: Some service-oriented roofers go above and beyond by providing a job site support person dedicated to your project. This level of support ensures someone is always there to answer your questions, manage any issues, and keep you updated throughout the process.

The Impact of Effective On-Site Support

Choosing a roofing company that prioritizes customer service and provides comprehensive on-site support can transform your roofing project from a stress-inducing ordeal into a manageable, even positive, experience. Here are a few benefits:

  • Reduced Stress: Knowing there’s a go-to person for any issues or questions can significantly lower your stress levels before, during, and after the project.
  • Immediate Problem-Solving: Direct access to someone on-site means any concerns can be addressed quickly, preventing minor issues from escalating.
  • Increased Satisfaction: Effective communication and support not only ensure the job is done right but also enhance your overall satisfaction with the roofing project.


The roofing process involves more than just replacing shingles; it’s a major home improvement project that can impact your daily life. That’s why it’s essential to choose a roofing company that doesn’t just excel in technical expertise but also prioritizes customer service. By asking the right questions about on-site support and setting clear expectations from the start, you can ensure a smoother, more positive roofing experience.

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