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How To Prevent Callbacks 4 Tips for a More Effective Workforce

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How To Prevent Callbacks: 4 Tips for a More Effective Workforce

January 10, 2020

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Being a contractor means inevitably having to deal with the occasional callback, but that doesn't mean there aren't things you can do to prevent them.

Callback prevention doesn't just mean trying to do better on any one particular job, though—the best way to prevent callbacks is to make business-wide changes in how you train and oversee employees. It may seem like a daunting task, but learning to prevent callbacks is worth the effort. Fewer callbacks mean more money saved, better worker morale, and a more positive company reputation.

The Cost of Callbacks

The most concrete downside of callbacks is the cost, but many roofers don't keep track of how many callbacks they've had, and so aren't aware of just how much they're costing their company. A closer look at the cost of callbacks usually shows huge opportunities for saving money by preventing them.

Here are examples of what callbacks could cost your company:

Cleanup-Related Callbacks: $100

For cleanup, you would send a worker—often the foreman—to make sure the site is perfect. Calculate two to three hours salary for travel and work time, fuel and expense costs for the truck, plus missed work costs for whoever you send to re-clean. This may not be a lot on its own, but a few of these a month can really add up.

Leak-Related Callbacks: $200-$300

A simple leak might cost you $200 to $300. You'd need to send an experienced employee who could find the source of the problem and solve it, and pay for their time and any equipment they may need. Again, this isn't a lot on its own, but it can add up.

The Big Callback: $500 - $2,000+

This is the call you really don't want. There are endless possible causes—maybe a section of shingles wasn't properly installed, or maybe a roof inspector found an unexpected issue. In the worst-case scenario, you could be responsible for replacing the entire roof, essentially doing a job over again because it wasn't done right the first time.

Common Reasons for Callbacks

If you're committed to preventing callbacks, it's important to first understand why they're happening. These three preventable issues are some of the most common reasons for callbacks.

Sloppy Cleanup: Poor cleanup causes callbacks, even if nothing else has gone wrong on the job site. "90% of a roof can't be seen by the homeowner," said Guillaume Bailly, Canada Senior CARE Training Manager for GAF. "If the cleanup isn't done properly, and the homeowner sees nails and roofing materials lying around—they think, 'If the roofers left this mess, what else is wrong?'" This can lead to unnecessary callbacks.
Miscommunication During Sales: "When you're selling a roof, don't sell a unicorn," said Bailly. The salesperson often isn't the installer, so they may inaccurately describe what the homeowner should expect. As a result, there can be misunderstandings. Lack of communication between the salesperson and the installer can lead to unhappy customers and callbacks, but getting everyone on the same page before they talk to a customer can make the process go much more smoothly.
Rain and Leaks: Typically, leaks come with the first rain and occur around detailing, such as skylights or flashing. This is easily fixed with a caulk gun and tube of cement, but by then, the homeowner is worried they have a bad roof. This wasted time and reputational damage can be prevented if workers are trained to work more carefully, to begin with.

How to Prevent Callbacks

Callbacks are expensive, but good installation and cleanup can help prevent them. Better equipment and materials are an essential part of this process. Shingles built for speed and accuracy—like the Timberline® HDZ™, which has the widest nailing zone in the industry—aid in quality installation.

In addition, smart training and business management can go a long way toward preventing callbacks. Try these four business practices to help ensure consistent install quality and good cleanup.

Train New Hires Well

Training is one of the most important factors in reducing callbacks, according to Bailly. He estimates that poor training could result in callbacks on 10-20% of on roofing jobs, while a well-trained crew may lead to callbacks on only 1-3% of jobs. A lack of training can lead to a high discrepancy in install quality within the same company, which can result in expensive problems. You can minimize these issues and prevent callbacks by training every new hire to use the same install procedures.

Create Standard Operating Procedures (SOP)

SOP help to prevent leak-related callbacks and other installation problems. Many roofing contractors do not have SOP, which then gives each person on the crew the freedom to use their own personal technique. This leaves more room for error (and, sometimes, arguments). To prevent this, start by creating a checklist for every step of the installation process, and make sure each of your team members has access to it.

Give Foremen Leadership Training

A roofing crew needs a strong, encouraging leader who enforces SOP. Many foremen, however, haven't had formal leadership training, according to Bailly. Oftentimes, they are the ones who excelled at installing and got promoted as a result. Being a foreman is very different from being an installer, though, and new foremen need training on how to run a crew effectively. A strong leader in the foreman role who provides purpose and encouragement makes for a stronger roofing crew that's motivated to do higher-quality work.

Empower Your Laborers

The cleanup guys are often the least trained and lowest paid, so they don't have as much motivation to do a thorough job. Empowering these workers with proper training and acknowledging their importance in your crew can help reduce callbacks.

Bailly suggests communicating their importance to them by explaining that, "The customer can't see how we're installing the roof. All they see is your cleanup, so you have a big impact on our reputation." If your laborers understand why their work is valued, they'll be less likely to rush through the work.

Want to learn more strategies for growing your business and training your crew? The experts at the GAF Center for the Advancement of Roofing Excellence (CARE) are here to help, with live training and on-demand learning.

About the Author

Annie Crawford

Annie Crawford is a freelance writer in Oakland, CA, covering travel, style, and home improvement. Find more of her work at annielcrawford.com.

GAF is expanding its footprint with new manufacturing facilities, increasing its plant network to over 30 locations nationwide.Summer 2024 is kicking off with the construction of a 275,000-square-foot residential shingle plant in Newton, Kansas—the first GAF location in the state. In Peru, Illinois, the new polyiso plant recently sent out its first shipment of GAF EnergyGuard™ Polyiso Insulation, the new TPO plant in Valdosta, Georgia, is gearing up to begin production this year, and in Avon Lake, Ohio GAF partnered with a third-party plant to support the research, development, and production of silicone products.New state-of-the-art facilities such as these allow GAF to continue innovating and "meet growing customer demand for our market-leading roofing product," says GAF CEO John Altmeyer. These developments also offer benefits to the surrounding areas. For instance, regional plants can help shorten product haul times (benefiting customers and the environment) as well as bolster local economies and support the communities where GAF employees live and work.Expansion to Help Meet Increasing Customer DemandThe Newton, Peru, and Valdosta plants will help meet ever-growing residential and commercial market demand, enhance best-in-class GAF service to customers, and help strengthen the overall construction industry by increasing manufacturing capacity.Currently, one in four US homes is protected by a GAF roof. To better meet residential demand, the GAF shingle plant in Newton will produce Timberline HDZ®—America's best-selling roof shingle—and Timberline® AS II shingles. Timberline HDZ® offers homeowners a high-definition look with patented GAF features like the StrikeZone™ nailing area, GAF Time-Release algae protection, and LayerLock™ Technology. For hail-prone markets, the Timberline® AS II is a UL2218, Class 4 impact resistant shingle that can also help protect roofs from wind, and algae discoloration.To better meet commercial and residential demand, the GAF plant in Valdosta, Georgia will manufacture TPO, one the most popular products for low-slope roofs. Nearly 2 billion square feet of TPO are installed annually, making up over 50% of single-ply roofs installed today.Meanwhile, the plant in Peru is helping to better serve commercial customers by manufacturing a full line of EnergyGuard™ Polyiso Insulation and EnergyGuard™ NH Polyiso Insulation. Additionally, the plant will soon offer new composite polyiso insulation boards. Polyiso Insulation is used on more than 70% new and retrofit commercial buildings, and is the highest R value per inch of any board stock insulationThe Opportunity for Economic and Social BenefitsGAF expansions can generate local, good-paying jobs and empower surrounding areas through meaningful community involvement. These benefits have been seen in the locations where GAF currently manages its workforce of 4,800, and the organization hopes to continue its progress. GAF actively invests in community resilience through its Community Matters initiatives. Community grants, in-kind donations, and hands-on support through employee volunteer efforts allow GAF Community Matters to build meaningful area relationships and help address the area's unique needs.Another benefit of adding manufacturing plants closer to end markets is the potential to reduce operational carbon emissions. Shipping products shorter distances and with fewer packing materials could positively impact energy efficiency and further support GAF sustainability commitments.Here's a look at how GAF is having a positive impact on its newer communities with the expansions.Newton, KansasIn the city of Newton, Mayor Rod Kreie notes the greater region is "excited about the significant economic and community impact this GAF expansion will bring." In addition to the jobs created through the investment GAF is making in Newton, the plant is anticipated to stimulate broader growth."We believe that this [plant] could possibly spur more development," says Erin McDaniel, director of communications for the city of Newton. "GAF is going to be a high-quality corporate partner for Harvey County and make a big positive difference in our community."The Newton plant is expected to have far-reaching impacts across the state. "The career opportunities this [plant] will provide for Kansans right now—and for future generations—will help us continue our unprecedented economic growth by keeping more of our young talent right here at home," notes Kansas State Lieutenant Governor and Secretary of Commerce David Toland.With construction work underway, shingle production is anticipated to begin in 2027 and reach full capacity by mid-2029.Valdosta, GeorgiaGAF commercial roofing operations continue to grow alongside the residential roofing business. In Valdosta, GAF has committed to purchasing 130 acres for a future GAF thermoplastic polyolefin (TPO) roofing manufacturing plant. The plant will bring 135 jobs to Lowndes County over the next six years—adding to its Georgia operations in Savannah, Statesboro, and Cumming that collectively employ 225 residents."We are dedicated to creating a more innovative future for Georgians," says Valdosta Mayor Scott James Matheson. "GAF is a great partner and addition to our community, creating new opportunities for residents and the region for years to come. We deeply appreciate the collaboration from Valdosta-Lowndes County Industrial Authority and Georgia Power on bringing GAF to Valdosta.""GAF strives to become an integral part of the communities in which we operate, and supporting the city and its residents is a top priority for GAF," explains Daniel Duston, plant manager at the Valdosta facility. For example, during the 2023 Thanksgiving for Thousands, 22 GAF employees volunteered with Second Harvest Food Bank to help distribute pantry boxes to over 865 cars and direct traffic to help keep everyone safe. Many local residents were greatly impacted by Hurricane Idalia in 2023, and participating in the food bank distribution alongside other community volunteers helped local folks who were still "displaced from their homes or recovering from the damage," Duston says.Peru, IllinoisGAF bought over 100 acres of land for the facility site in Peru and ensured over 70 advanced manufacturing and engineering jobs new to Bureau County, Illinois. Today, the 450,000-square-foot polyiso plant in Peru manufactures EnergyGuard™ polyiso products. These polyiso products have all received GREENGUARD Gold certification, verifying they have low emissions of volatile organic compounds."As a leader in modern manufacturing, we know GAF will be a great asset to this community bringing high-quality jobs and a true commitment to innovation that will benefit the city for years to come," Peru Mayor Ken Kolowski notes."GAF is dedicated to becoming a proud member and employer within the community and is excited to support the positive work happening in Peru," says Gary Ashley, plant manager at the Peru facility. One way GAF has demonstrated its commitment is through a donation to Maitri Path to Wellness in October 2023. Wellness and Recovery with Maitri is a local nonprofit organization dedicated to providing individualized, quality care for individuals struggling with addiction and mental health issues. GAF donated all the roofing materials needed for the installation of new roofs for the facility and its addition."GAF's involvement is catalyzing profound change in the lives of those on their recovery journey," explains Kelly Jones, LCSW CADC at Maitri Path to Wellness. The new roofs will help protect the facilities where the organization "offers individuals the chance to access support, cultivate relationships with peers, secure employment, pursue education, and flourish within their own community," says Jones.GAF team members in Peru have also hosted meet-and-greet community events with local nonprofit organizations within the community and continues to explore future partnership opportunities.Silicone Production in Avon Lake, OhioGAF recently partnered with a third-party plant in Avon Lake to support the research, development, and production of silicone products, expanding GAF roof coatings manufacturing capabilities. In addition, GAF is creating a CARE Training room at the site to help equip participants with hands-on skills, product knowledge, and business expertise.As North America's largest roofing and waterproofing manufacturer, we are committed to our brand promise to protect what matters most in the communities where we live and work. "Bringing world-class manufacturing plants online strengthens our ability to deliver best-in-class service and innovative solutions across the country," said John Altmeyer, CEO of GAF.Learn more about the products we manufacture, the culture of our people, and the communities we call home with this interactive map.

Protecting what matters most includes promoting the career growth of roofing industry professionals like you. That's why GAF offers a wide range of learning opportunities, including CARE courses, online training, in-person training, and roofing summits and expos.Recently, third generation roofer, Jeremy Simpson of Simpson Roofing Company, spent a day at the GAF Northeast Roofing Summit and Expo to learn more about the latest updates in the residential roofing industry. While the majority of the work the Simpson Roofing Company does is commercial, they are always looking for ways to expand their knowledge by learning about innovative ideas, new products, new software, and new technology in the residential space.Simpson attended breakout sessions on topics including Principles of Ventilation, AI in CRM, and Sales. "I love coming to these GAF summits, because they really line up all the pertinent info for your business to succeed" says Simpson, "I promise you it's worth its weight in gold!"To learn more about on demand, hands-on, and in-person training opportunities through GAF, visit our CARE Contractor Training Center.Video TranscriptMy name is Jeremy Simpson from Simpson Roofing Company. We are out of Vernon, New Jersey, and Patterson, New Jersey, two locations. Today, I'm here at the GAF Summit, and I'm looking to just learn new things. We are a third-generation roofing company. We predominantly do commercial, but all throughout the years, we've done residential. That's why we're here today at this event. We're trying to get updated on the new stuff that's coming out, specifically from GAF. Innovative ideas, new products, new software, new tech. So follow me along today as we explore the GAF summit.[00:00:45]Today, we're going into the principles of ventilation. Designs change, architecture changes, and you need new ways of ventilating. And I don't know all of them. So I want to get some info and see what GAF has to offer as far as new products and new thoughts on how to move the air around. So we just got out of our first breakout session about ventilation. A lot of math, a lot of numbers going into the calculations of moving air around in your attic space to have a really good performed roof system. I didn't know all those details. Now I know, got to use it going forward from there.[00:01:19]I just got out of the AI CRM breakout session there. A little bit of an information overload, and that was a good thing because it really showed me how much I was missing the CRM and AI, it's the future. It's coming.[00:01:37]So I just got out of the third and final breakout of today's GAF Summit, and it was about sales, and it was very interesting to see the different dynamics that take place in the residential market when you're dealing with a homeowner versus something commercial, where oftentimes you don't even get to see who you're selling to. So to find out those little intricacies inside that process was super insightful. The best part of today was everything. I love coming to these GAF summits because they really line up all pertinent information for your business to succeed.[00:02:11]Thank you so much for tagging along today. It was super fun for me. I hope you got a little bit out of it as well. And if you ever find a time to come out to one of these GAF summits, I promise you it's worth its weight in gold.

The roofing industry has long been a competitive space for contractors, but that healthy competition has helped drive innovation and lift up independently-owned businesses across the country. BYLTup, Inc. is one such business, and CEO Trevor Leeds is committed to elevating the greater roofing industry through everything his company does.After many years in roofing, Trevor partnered with his brother, Brady Woodside, in 2022 and co-found BYLTup, Inc. in Southern California. The pair started from scratch with a blank slate, allowing them to create a culture and brand experience that raises the industry bar, which is important to them.Trevor knew GAF would be a part of their success from the start. He experienced GAF-certified contractors'* support through his previous company and knew the organization's vision and innovation would be key to building the business.Enhancing Roofing Professionalism and SafetyTrevor is passionate about the roofing industry and believes everyone—from manufacturers and distributors to the contractors performing the installations—should work together to create a professional and positive customer experience. Even more importantly, Trevor advocates for the industry's employees and their experiences; safety is an area he wants more people to consider."We need to be making sure that we are taking care of employee safety," Trevor says. "Everyone should be focused on that. Everyone should be concerned about their employees going home safe and sound every single night. When an accident happens in the industry, it's devastating to the business owner and the individual, but it impacts the industry too. We all feel that in some form or fashion."Guiding the Next Generation through GAF Roofing AcademyTrevor's concern for employees and the industry's future led to his involvement in the GAF Roofing Academy. While he didn't have an immediate need for labor in his business, he recognized that taking action now could contribute to building a pipeline of skilled workers that would benefit the roofing industry as a whole.Trevor observed the pool of talent and skilled workers dwindling during his time in roofing. "You have the baby boomer generation that is retiring and a younger generation that wants to get into tech and doesn't want to get into the trades," he notes. "We've got to be able to hire and attract young talent back into the industry or we're all going to suffer."Training Students at the SoCal Roofing AcademyTrevor first learned about the GAF Roofing Academy at a regional conference and stepped up to assist. His company was involved in the first SoCal Roofing Academy, which had three tracks: residential roofing, commercial roofing, and sales training. BYLTup hosted the training's residential portion, and Trevor was impressed by the students' interest and engagement."I was blown away at how engaged they were. GAF had certainly done a very good job screening and prepping these individuals coming in, but they were green," he says. "The trainer was fantastic. The students were shingling after three days."Once the groups completed the tracks, they were brought back together for their graduation ceremony, which was a life-changing experience for many. "I realized that many of these people had probably never been recognized like this before," Trevor says. "They were very proud, holding their certificates and sending photos to their families."Making an Unexpected Hire at BYLTupJust before hosting the SoCal Roofing Academy, GAF Roofing Academy Operations Manager Erick Osuna reached out to Trevor and shared recent graduate Jose Navarro's resume. Jose had completed the commercial roofing training program and stood out to Erick, so he connected with Trevor about possibly hiring him."At that time, I wasn't looking for someone on the commercial roofing side. We weren't really expanding that crew, but we were looking for a production role," Trevor shares. "Long story short, we loved him. He was going to be a great fit for the company, and we hired him as our assistant production manager."Jose excelled on the job. BYLTup quickly moved him into a full production manager role, hiring an assistant to work with him. Trevor says Jose was a great hire. "He's young, he's hungry, he wants to learn. I've never seen another individual in the industry that just wants to learn roofing, and he's a sponge."Committing to Supporting GAF Roofing AcademyTrevor has seen the caliber of students attending and graduating from the GAF Roofing Academy, inspiring his commitment to support ongoing trainings. "I was pleasantly surprised at the overall outcome of the [Roofing Academy] event," he notes. "It encouraged me to the point that I said, 'I want to do this, whether we benefit from it or not, I want to support this at least twice a year, and we want to get more contractors involved in it.'"Want to get involved in supporting the future of the roofing industry? Learn how to participate in a future Roofing Academy and discover the training opportunities available to your team through GAF CARE.*Contractors enrolled in GAF certification programs are not employees or agents of GAF, and GAF does not control or otherwise supervise these independent businesses. Contractors may receive benefits, such as loyalty rewards points and discounts on marketing tools from GAF for participating in the program and offering GAF enhanced warranties, which require the use of a minimum amount of GAF products. Your dealings with a Contractor, and any services they provide to you, are subject to the Contractor Terms of Use. Visit www.gaf.com/gaf-contractor-terms-of-use for details.

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How To Prevent Callbacks: 4 Tips for a More Effective Workforce

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