With most companies, the homeowners never meet the owner and or even a manager. They just deal with a salesman who sells them the service and they probably will never see him again. As the owner/operator of a smaller business, I personally do the first inspection of each roof, handle the sale, and am on site for the entire installation. Usually the only time I leave a job is to pick up any additional materials needed or to get the crew lunch. Also, most jobs are finished in one day. My business has an A+ rating with the BBB - I've never had a single complaint.
I've been doing residential constuction for over 40 years and approach every job as if I was working on my own home or a family member's home. For me, it is extremely gratifying to provide a top quality finished product and see the transformation of a home when doing exterior renovaitons. Quality and customer satisfaction are my top priorities.
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