The Burden of Growth by Tom Stratton, Tom & Jerry's Roofing

Absolutely every business owner will tell you that they want to grow their business. The burden and “make or break” challenge of a successful company as it grows is the delicate balance between managing quality of the product and the service that you provide. Consistency is everything as markets grow and more customers’ attention is brought to a good service or product that you provide. But the quality of that service can be more challenging to maintain.

So often we hear from customers who have had experiences in previous years with a trusted company from which they received quality service, but unfortunately did not have the same experience—or learned through scouring reviews or other testimonies—that the same level of service no longer existed. A toxification of the culture, change in management, or poor balance between marketing successful strategies and the influx of new volume can come with either great success, or great failure. We have likely all had experiences of doing business with a company or provider that we adored—and may have even written great reviews for—but at some point, that same business may have become a victim of their own success.

Tom & Jerry’s Roofing recently received an award for the Best Roofing Company in 2024 in both Woodstock and Canton. At the award ceremony, I felt almost silly to be there without my staff and all the loyal people that made that happen for us. Exceptional employees are the reason for our five-star reviews—are the absolute must of business. At the point that you allow yourself to lower the standard of quality, which includes the quality of the people that you hire, you risk losing the very core of what made your business great. It almost seems unnecessary to say as it seems to be a logical conclusion, but all too often in the service industry—and especially in the roofing industry—we see companies come and go. Large companies often pay to have great Google reviews, while their reviews on other platforms like the Better Business Bureau or Yelp are the opposite as those platforms will not allow reviews from people that a company has not engaged with.

It is critically important that employees who represent a company have several tools to be successful. One is proper training. We seek new employees with good communication skills, even if they are a little lacking in the technical department. Finding new hires that are eager to learn and understand but humble enough to listen to our quality control department is a challenge. I’m sure that we all know an old timer that says, “people just don't take pride and what they do anymore.” I would argue that to not be entirely true. When I stood in a room with hundreds of other business owners that were the best of the best in their fields, I realized that there are lots of people out there that care a great deal about what they do. Sure it is challenging, but the burden for continued success is the ability to maintain that high level of quality—which is an everyday job for every business owner.

Each business owner has a unique opinion of what makes their business great or what initiatives they take to maintain it. That opinion is the most important factor but the secret to success is the value of the people that they hire. Their passion, skill and integrity are the backbone of success. The accolade of receiving the Best of 2024 in Roofing does not go to me, but rather our incredible staff who work tirelessly to uphold our vision and level of service. They are committed to the idea that every customer deserves the best we can give from the start. Good service should not have to be demanded, but rather automatic.

Learn more: www.tomandjerrysroofing.com

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