Customer Complaint & Issue Resolution for Roofing
The Customer Complaint & Issue Resolution workflow provides roofing contractors with a structured system for managing service-related concerns. It covers logging client issues, inspecting roofing work, verifying warranties, and assigning corrective actions. Managers oversee communication to ensure customers are informed and satisfied. By following this workflow, roofing companies reduce disputes, safeguard their reputation, and build long-term client loyalty. Homeowners benefit from timely, transparent updates and quality repairs. Teams gain accountability with documented resolutions. With this workflow in place, roofing contractors can strengthen professionalism, improve service delivery, and deliver projects more reliably while ensuring customer complaints are addressed effectively.
Receive complaint via phone, email, or in person
Acknowledge the issue and thank the client for bringing it up
Document the details: who, what, when, where, and any supporting info
Assign the issue to a project manager or designated team lead
Contact the client to clarify the concern and confirm expectations
Investigate the issue (site visit, photo review, team discussion, etc.)
Determine root cause and whether it's warranty, scope-related, or performance-based
Decide on appropriate corrective action and timeline
Communicate proposed solution to the client and get confirmation to proceed
Complete the corrective work or service promptly
Follow up with client to ensure satisfaction with the resolution
Log the issue, response, and outcome in project or CRM system
Review internally to identify any trends or process improvements
Use feedback to strengthen future communication and quality controls
👈 Use this SOP template inside Subtrak
Edit with AI. Customize in seconds. Store and share all your SOPs and checklists in one place.