Remember: The Customer Is Really In Charge

By Ron Lloyd, President

There are many catalysts for the changes that we're continually having to make. Some come from the development on new technology and equipment that allow us to do our jobs better and faster- like synthetic underlayments and the latest power tools. Others come from the analysis of ideas and strategies that didn't work--for instance some of the early single ply membranes and composite shingles. Several of our changes are spurred by monitoring the successes and failures of our competition. And still others are the result of hiring new employees who bring new ideas and experiences with them to the workplace. But unquestionably the largest amount of the changes we face and make originate from the need to respond to our customers.

Like you, we are--first and foremost--in the customer service business. For us, no customers equals no business. If the people we serve were to stop writing, phoning in, sending e-mails and faxes, we would eventually disappear. Obviously, our job is to give people what they're looking for. And as their wants and needs change, we have to change along with them. Doing that starts with accepting the fact that the customer is truly in charge of our business, and then continues by setting in to place plans for looking outside walls to make sure we have our fingers on the pulse of the market.

For us, the name of the game quickly became FIELD TRIPS. . . virtual field trips. We do virtual field trips-through letters, e-mails, telephone calls, and internet research. And we do actual field trips where, on a rotational basis, we send employees out. Their purpose: To meet and greet, and find out what's happening with both our customers and our competitors. . . and their customers.

We now follow up on all letters we receive-not just to make sure that we have the orders right, but also to identify and track trends. . . and to collect information on desired products, features, and accessories that we can build into our new development process. And we're constantly monitoring our competition to keep up with who's selling what. . . and how the marketplace appears to be responding to it.

To be sure, the information we collect on our "field trips" is valuable and beneficial. But the process of collecting that data has proven to be even more beneficial. It's helped us understand (better than any training program could convey) that everything we do revolves around customers...and that changing to meet their needs is a good thing. Now employees are actually recommending change instead of being "victims" of it.

RR Roofing Supports the Utah Food Bank

Currently 1 in 8 Utah children live in poverty. Utah is ranked 7th in the nation for the highest rate of food insecurity. More than 345,700 individuals are at risk of missing or skipping a meal due to a lack of resources. In Utah, over 63,000 people a month eat dinner at a soup kitchen.

Last year, the Utah Food Bank collected and distributed over 18 million pounds of food to meet over 1.2 million requests from hungry Utahns. They provided 261 agencies and programs with food. They completed 3,569 home repairs for low-income seniors. They helped 40 people with disabilities increase their independence.

RR Roofing has made a commitment to help this organization because they are making a difference in the lives of so many people. Rather than giving out Christmas gifts to our friends and associates this year, we made a donation to the Utah Food Bank.

Featured Building Contractor: Fred Hale

RR Roofing has worked with Hale Construction on many LDS Churches in the past few years. We would like to introduce Fred Hale who founded the company along with his two sons. The year was 1977 and by then Fred had worked in Civil Service for 30 years. He decided to begin a new career rather than just retiring. (He didn’t seem to mind telling me that he is now 77 years of age.) One son eventually moved to St. George to pursue other interests. However, Fred’s son, Kenneth, has worked with his father to expand and grow their business at every level.

The company is a thriving family enterprise today. Fred says that his wife, Elaine, “runs the business” (actually runs the office). His son, Kenneth, now has two sons of his own, Austin and Ryan, who have followed in the footsteps of their Father and Grandfather. Kenneth’s wife, Jenny, does the payroll and a grandson-in-law, Scott Webb, has also joined the team. The company initially built some 200 residential homes and then shifted their focus to the construction of LDS Churches. They have completed at least 80 church buildings in the Salt Lake Valley.

Fred grew up in Grantsville, and he and his wife still live there today. He served in the Army for a couple of years and was stationed in Korea for one year. Fred has served on the Grantsville City Council and was later elected as Mayor, a position he held for 6 years.

We at RR Roofing appreciate Fred and everyone at Hale Construction!

Employee Spotlight: Getting to Know Jamie Dirzo

We would like to introduce to you Jaime Dirzo who has worked for RR Roofing for almost four years. He is a native of Cuautla, Morelos, Mexico, but came to the United States 9 years ago. He has recently completed the roof of the BYU-Idaho Stake Center. He has also worked on other projects in Hawaii, Nebraska, North Dakota, and Wyoming, as well as numerous jobs here in Utah.

Jaime married his high school sweetheart, Mayra Portugal, after they graduated from high school. They are the parents of one son, Jaime Jr. who is 8 years old. Jaime enjoys going to parks, the zoo, or movies with his family. He also likes to play soccer.

We thank Jaime for his great work here at RR Roofing.