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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

September 17, 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.

Durante los últimos años, GAF ha organizado la Expo Latinos in Roofing para reconocer, celebrar y empoderar a los contratistas e instaladores de techos latinos. Este foro proporciona un entorno cómodo y acogedor en el que es posible establecer contactos, recibir formación y adquirir conocimientos, todo en español.En su tercer año, la cumbre se ha convertido en un recurso confiable para la comunidad de contratistas de habla hispana que aspiran a obtener conocimientos sobre cómo mejorar y crecer sus negocios de construcción y mantenimiento de techos. Las sesiones educativas abarcan temas esenciales para el éxito empresarial, como ventas, restauraciones a cargo de aseguradoras, construcción y mantenimiento de techos comerciales, liderazgo, mercadotecnia y productos para techos.La primera Expo Latinos in Roofing de 2024 se celebró los días 21 y 22 de junio en Los Ángeles y contó con la asistencia de cientos de profesionales del sector. Este evento, en el que se hizo hincapié especial en el fomento de la comunidad, incluyó una serie de propuestas, como una sesión de mercadotecnia antes de la recepción y la oportunidad de asistir a un partido de los Dodgers de Los Ángeles en compañía de los nuevos contactos allí establecidos.Este es un resumen de lo que el evento ofreció a los asistentes y de las experiencias que éstos compartieron.Traspasar las barreras lingüísticasAlan López, capacitador de GAF CARE, explica que los eventos Latinos in Roofing se desarrollaron cuando notó que una mayor cantidad de contratistas de origen hispano asistían a los eventos de GAF organizados en inglés. Para muchos de ellos, el inglés era su segunda lengua, por lo que era más difícil aprender y asimilar toda la información, ya que parte de ella se perdía en la traducción. López recurrió a los directivos de GAF, quienes se entusiasmaron con la idea de ofrecer recursos para los contratistas latinos, y organizaron la primera exposición en 2019.Abad Sarate, director general de Asa Pro Roofing en Seattle (Estado de Washington), considera que el hecho de que la conferencia se desarrollara íntegramente en español fue fundamental para aprender y comprender la información presentada. "Para nosotros es muy importante entender el contenido en nuestro idioma principal. Es esencial", afirma. "Y contar con este tipo de conferencias para muchos contratistas latinos nos llena de orgullo", agrega. Y añade: "Cada vez son más los latinos propietarios de empresas de construcción de techos y, la verdad, me alegro mucho. Además, como latino, me siento muy orgulloso".Luis Velásquez, de Entrenando Latinos in Roofing, concuerda en que el hecho de que la cumbre se presentara en español fue importante para el éxito logrado entre los asistentes. "Nosotros, los latinos de primera generación, que no fuimos a la escuela y que venimos de países pobres, tenemos un obstáculo: no entendemos el inglés al 100 %, no somos totalmente bilingües", señala. "Por eso, cuando logramos entender lo que vemos y cómo podemos ponerlo en práctica, la ganancia es completa", indica y concluye: "Cuando pongamos conocimiento en nuestra cabeza, la cabeza pondrá dinero en nuestros bolsillos".Crear una tradición anual para los profesionales del techadoLa adquisición de conocimientos para el éxito empresarial fue uno de los temas clave de la edición de este año. Las sesiones informativas, las conferencias magistrales y las demostraciones sirvieron para que los asistentes conocieran nuevos productos y obtuvieran nuevos conocimientos, al tiempo que se relacionaban con otros latinos del sector de la construcción y el mantenimiento de techos. Muchos asistentes reiteraban su visita, lo que confirma el valor de este evento.Abad Sarate, quien ya ha asistido dos veces, explica que la reunión anual ha sido fundamental para el desarrollo de su empresa: "Ha sido una parte excepcional de nuestro crecimiento gracias a todo el conocimiento que adquirimos aquí", comparte. "Regresamos a casa con mucho más conocimiento. Y, a fin de cuentas, el conocimiento es poder. Incorporar ese conocimiento a la empresa nos ha beneficiado mucho", señala.Para Marcos Sierra, de Sierra Group Roofing & Solar, es ya la tercera vez que acude a la exposición por las oportunidades de establecer contactos y de formación que ofrece. "La razón por la que vuelvo es, primero, para ver a mis colegas de otras partes de Estados Unidos. En segundo lugar, porque cada vez que vengo aprendo algo nuevo. Y, en tercer lugar, para perfeccionarme, perfeccionarme y perfeccionarme para poder hacer crecer nuestro negocio", afirma.Apoyo a los contratistas más allá de la ExpoGAF puso en marcha la iniciativa Latinos in Roofing con el objetivo de crear recursos y una comunidad para contratistas e instaladores hispanohablantes. Desde su creación en 2017, la empresa ha visto prosperar a cada vez más miembros de la comunidad hispana.Los contratistas que asisten a las exposiciones Latinos in Roofing tienen acceso a las herramientas comerciales de GAF, con las que pueden aumentar sus márgenes de beneficio y reducir riesgos. También pueden trabajar para obtener la certificación de GAF y unirse al programa de contratistas certificados de élite. De este modo, cuando trabajen con clientes potenciales, pueden ofrecer la garantía de GAF, que aportará un valor añadido a sus propuestas.Los contratistas alcanzan el éxito gracias al apoyo que reciben, ya sea aumentando sus beneficios, desarrollando sus carteras de clientes o logrando la independencia financiera. Sarate puede dar fe de cómo la asistencia a estas exposiciones ha ayudado a su negocio. Se siente agradecido por todo el apoyo que GAF le ofrece.Unirse a la comunidadSi está listo para formar parte de una comunidad que realmente entiende sus necesidades, le ayudará a hacer crecer su negocio y le proporcionará recursos en su idioma preferido, visite GAF Latinos in Roofing. Podrá informarse sobre los recursos disponibles y las clases en línea, unirse al programa de fidelidad de GAF, obtener la certificación de GAF e inscribirse para asistir a futuros eventos.

As part of its effort to build resilient communities, GAF provides students across the country with opportunities to gain work experience and hands-on training. The GAF co-op program offers participants autonomy and leadership in project management, engineering design, budgeting, project installation, and more.Over the years, the GAF co-op recruiting program has helped students advance academically, grow professionally, and earn competitively while working full time with North America's largest roofing and waterproofing manufacturer.How the GAF Co-Op Program WorksThe program gives students high-impact, hands-on experience in the manufacturing sector. They perform meaningful work alongside supportive GAF mentors and senior leadership while earning a competitive wage. Participants can also receive credits from their university, which they can apply to their coursework.Differences between a Co-op and an InternshipInternships and co-ops have a few notable differences. At GAF, the main difference is the length of time. Internships at GAF usually last 10 weeks, but the co-op program is six months. While internship programs often allow students to stay enrolled in school and complete coursework as they gain professional training, co-op participants must take a semester off to gain full-time work experience.Not all companies pay internship participants for their work. However, at GAF, both interns and co-op students are paid competitive hourly wages. GAF also offers financial relocation assistance for qualifying co-op program candidates.Finally, participants in the GAF programs are there to learn real skills that will help them advance their future careers. GAF interns and co-op students are given the same responsibilities, and chances to collaborate on major projects, as full-time employees.Recent GAF Co-Op Success StoriesMin U, a mechanical engineering student at the University of Maryland, says he "fell in love with manufacturing" thanks to his placement on an engineering project. The experience gave him a firsthand account of the role engineering plays in manufacturing safety, profit, and operations. This ultimately led him to shift his career goals from construction management to manufacturing engineering.When Dante Stellar, an industrial engineering student at Virginia Tech, met GAF representatives at a career fair, he says he didn't expect to become a self-proclaimed "nerd for shingles" and develop a passion for manufacturing. However, that's exactly what happened. And that newfound passion paid off when Dante won Student of the Year from Virginia Tech's Cooperative Education and Internship Program. Dante notes he's now eager to return to GAF and aspires to become a manufacturing leader in the world of shingles.Michael Hesseltine, an electrical engineering student at Texas A&M University, chanced upon a GAF co-op recruiting listing online. After a series of interviews, he landed a project engineering co-op in Ennis, Texas. Working with the Ennis team on major projects solidified his manufacturing engineer career goals.Co-Op Students Complete Meaningful WorkStudents in the GAF co-op program are involved in meaningful projects and get to see their work's impact on day-to-day operations.During his time in Ennis, Michael designed a baler that compacts fiberglass scrap, reducing site disposal trips and costs. He also oversaw renovations of the site's maintenance mechanical break room from start to finish. He notes that his favorite contribution was helping design the electrical system for a dewatering press.In Baltimore, Min's core project was ensuring site compliance with state regulations for discharging stormwater runoff. Min managed all the project contractors and budget with his manager's and mentor's support. Throughout his time there, Min was exposed to Lean methodologies, 5S, risk mitigation, insurance compliance, cost control, and procedure standardization. He gained an overall understanding of manufacturing equipment and business.At the Tampa plant, Dante worked on a rock pad storage expansion project and installed a starwheel machine guarding the manufacturing line, among other important projects. According to Dante, the defining moment of his co-op experience was his granule silo refurbishment project, which involved replacing eight silos, including floor plates and support beams.Dante explains the trust and opportunities his mentors provided were key to his success. "At GAF, I was given the chance to interact with contractors, and immerse myself in the plant, which accelerated my learning," he says.Co-Op Students Build Professional RelationshipsThrough "lunch and learn" sessions, leadership speaker series, meetings with senior leadership, and mentorship, co-op students build long-term professional relationships.Dante was given the chance to showcase the coordination and safety efforts involved in his granule silo project to the GAF executive leadership team in Parsippany, New Jersey.For Min, getting the right feedback to grow meant having the right relationships. He notes the mentorship from his manager Alex Smith and engineering manager Mike Kloda was key to his progression. As advice to future co-op participants, he explains that "everyone is here to help... but it's up to you to drive that forward."Meanwhile, the autonomy and leadership opportunities program leaders gave Michael allowed him to grow technically and professionally. "I was often the go-to person for projects, managing contractors and ensuring everything was on track," he says.Joining an Industry Filled with OpportunityThe GAF co-op program helped Min, Michael, and Dante start and solidify their careers in manufacturing engineering. Following their experience, each student was excited and motivated by the autonomy, responsibility, and growth opportunities they were given. In fact, Min has since accepted a full-time role as a project engineer at the GAF plant in Baltimore. His expected start date is July 7, 2025.GAF is committed to fostering diversity, equity, and inclusion throughout the organization. It believes a talented and diverse organization can drive innovation, growth, and transformation more effectively. To further bolster inclusivity, GAF offers academic and merit scholarships, partners with the Thurgood Marshall College Fund to recruit from the nation's most diverse talent at Historically Black Colleges and Universities and Predominantly Black Institutions, and reaches out to candidates at career fairs nationwide.Bright and motivated minds who want to explore manufacturing have plenty of opportunities. From shingles to solar to environmental impact, GAF offers many exciting career paths.Are you ready to do work that matters and be empowered to explore a leadership role? Discover the co-ops, internships, and job opportunities available at GAF.

For the past several years, GAF has hosted the Latinos In Roofing Summit & Expo to acknowledge, celebrate, and empower Latino roofing contractors and installers. The event provides networking opportunities, education, and training—presented entirely in Spanish—in a comfortable, welcoming atmosphere.Now in its third year, the summit has become a trusted resource for the Spanish-speaking contractor community to gain insights into how to better run and grow their roofing businesses. Educational sessions cover topics essential for business success, such as sales, insurance restoration work, commercial roofing, leadership, marketing, and roofing products.The first Latinos In Roofing Expo of 2024 was held on June 22nd in Los Angeles, and hundreds of industry professionals attended. With an emphasis on fostering community, the event featured a range of activities, including a pre-reception networking session and the chance to attend an LA Dodgers game with their new connections.Here's a look at what the event offered attendees and the experiences they shared.Breaking through Language BarriersAlan Lopez, GAF CARE trainer, explains that Latinos In Roofing events were developed when he noticed more Hispanic contractors attending GAF events conducted in English. For many of them, English was a second language, so it was harder to learn and take in all the information, some of which was lost in translation. Lopez reached out to his leadership at GAF, and they were eager to offer resources for Latino contractors, hosting the first expo in 2019.Abad Sarate, CEO of Asa Pro Roofing in Seattle, Washington, credits the conference being conducted entirely in Spanish as critical to successfully learning and understanding the information presented. "For us, it is very important to understand it in our main language, it is essential," he says. "And to have this type of conference for many Latino contractors fills us with pride." He continues, "I see more and more Latinos owning roofing companies, and the truth is that I am very happy—it makes me very proud as a Latino too."Luis Velasquez from Entrenando Latinos In Roofing agrees that the summit presented in Spanish was important to attendees' success. "We Latinos, who are first generation, who did not go through school, who come from poor countries, have a conflict and that is that we do not understand 100% English, we are not fully bilingual," he said. "So, when we manage to understand what is going on and how we can put it into practice, it is a complete gain. When we put knowledge in our head, the head will put money in our pockets."Creating an Annual Tradition for Roofing ProfessionalsGaining knowledge for business success was a key theme at this year's event. The informational sessions, keynote lectures, and demonstrations enabled attendees to learn about new products and gain new skills while connecting with other Latinos in the roofing industry. Many attendees were repeat visitors, demonstrating the value the event provides.Sarate is a two-time attendee and explains that the annual gathering has been instrumental in his company's development. "It has been an exceptional part of our growth because of all the knowledge that we take away from here," he shares. "We come back with much more knowledge. And in the end, knowledge is power... We put that knowledge back into the company, and it has benefited us a lot."Marcos Sierra from Sierra Group Roofing & Solar returned to the expo for a third time because of the networking opportunities and education. "The reason I come back is, one, to see my colleagues from other parts of the United States. Two, every time I come, I learn something new. And three, to refine, refine, refine. [So we can] grow our business," he said.Supporting Contractors beyond the Roofing Summit & ExpoThe Latinos In Roofing initiative started at GAF to create resources and a community for Spanish-speaking contractors and installers. Since establishing the initiative in 2017, the company has seen more and more members of the Hispanic community thrive.Contractors who attend the Latinos In Roofing Summit & Expo are granted access to GAF business tools, which they can use to raise their profit margins and reduce risks. They can also work toward becoming certified with GAF and joining the elite certified contractor program. They can then offer GAF warranties that help with their value propositions when working with potential clients.From increasing profits to growing their client lists and achieving financial independence, the contractors are finding success through the support they receive. Sarate can attest to how attending these Expos has helped his business. He notes that he's grateful for all of the support GAF offers.Joining the CommunityIf you're ready to become part of a community that truly understands your needs, will help you grow your business, and provide resources in your preferred language, explore GAF Latinos In Roofing. You can learn about available resources and online classes, join the GAF rewards program, become certified with GAF, and sign up to attend future events.

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

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