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Adam Sand Dec 28, 2022 5:58:00 PM 9 min read

Optimizing your service level agreements (SLA)

If you're a roofing business owner, the chances are you don't have a service level management that has the time or resources to create a fully customized service level agreement (SLA) for each of your clients. Taking the time to create an SLA can benefit both you and your clients. An SLA is a written agreement between two parties in which one party promises certain levels of quality or timelines for performance in exchange for payment from another party.

Service level agreements are designed to protect both parties from misunderstandings related to quality standards, service delivery, response times, and other aspects of any given job or relationship between your company and your customer. In this post, we will explain why it's important to have an SLA before starting any project and how to write one yourself so that you can start protecting your business immediately, while still providing the best work and quality customer service!

Roofing business SLAs should be part of your strategy. It is one of the many business support systems that will help you succeed. Small business owners often overlook the importance of an SLA and how it can help them, not only avoid problems but also succeed in their roofing business.

Responsibilities for the Service Provider

In order to create an enforceable contract, both parties must be clear about their responsibilities, reporting of issues and data, etc. The service provider's responsibilities will be laid out in detail in the SLA so that there is no confusion about who is responsible for what. This section should also include a detailed description of the offer that the service providers provide, as well as the standards that the service provider agrees to uphold, especially in today's volatile market. For example, if you are a roofing contractor, your responsibilities might include repairing or replacing roofs in a timely manner, ensuring that all work is up to code, and providing customer satisfaction.

Service Management

The service management or job management section of the SLA should outline how the service provider will manage the quality of the services being provided. This includes specifying how often the services will be monitored and how complaints will be handled. If you are a roofing contractor, your service management procedures might include regularly inspecting roofs for damage, keeping records of all repairs or replacements, and offering a warranty on all work.

Customer Responsibilities

The customer's responsibilities should be clearly stated in the SLA so that there is no confusion about what is expected of them. For example, if you are a roofing contractor, your customers might be responsible for providing access to the roof, removing any obstacles that might impede your work, and ensuring that the area around the roof is clear of debris. This will make your job and that of your contractors much easier, and it will ensure respect between parties.

Present a Clear Service Level Agreement to Your Client.

When you offer a service, it's important to make clear what the level of service will be. A written SLA can help you achieve this goal, so it's important that your SLA is presented clearly and concisely and that it outlines exactly what's in the deal.

Before your clients sign an agreement, explain exactly what they're agreeing to and why it matters for their project or job. Let them know about any potential risks involved (e.g., a delay in the delivery time), and give them plenty of time to think over the terms before making their decision. They should understand everything included in your SLA before moving forward with work on their project.

Document your SLA in writing.

Your Service Level Agreement (SLA) is the document that outlines what you're going to do for a customer, and how much it will cost them. It's also the document that gives you leverage if your customer ever tries to pull one over on you. Because of this, it's important that your SLA is well written and easy to read and understand. This will also help ensure the customer's satisfaction. Your customers should be able to get the gist of what they're paying for with just a quick glance at their contract's terms section—and so should their lawyers!

Make sure everyone understands what contracts say and what needs to happen when something goes wrong or breaks down beyond repair.

List every type of contact method for the agreement.

List every type of contact method for the agreement. This includes phone numbers, email addresses, and social media handles. Include a link to the website in case someone wants to get more information about what you do before getting in touch with you.

Explain your response times clearly and concisely.

When it comes to response times, be clear and concise. If you are on call 24/7, state this clearly. If you are not on call 24/7, state that as well. And if you are on call 24/7, then say how long your team will take to respond between the hours of ____ a day and ____ p.m./a.m., or any other relevant information about your SLA (e.g., holidays).

Make a List of Contact Numbers for Appointment Rescheduling.

  • Contact numbers for appointment rescheduling.
  • Include all contact methods (e.g., customer service number, technical support number, sales number, help desk number, fax number, and mailing address).
  • Website address and phone number if you have one.

Create a FAQs Section About Additional Services.

  • List the services you offer and explain how it works.
  • List the services you don't offer, but can refer to another provider who does.
  • List some other recommended providers for this service in your area.
  • If a service is illegal or unethical, do not offer it.

Create a Section That Addresses Payment Options and Terms.

It's important that your customer knows how they can pay you. Payment options and terms should be clearly outlined in your SLA.

If you're not sure what payment options you want to offer, there are a few things to keep in mind when deciding on this section:

Do you want to provide a billing period? If so, it should reflect the number of hours per month or year that customers are paying for—and there shouldn't be any hidden fees or charges added onto their bill.

Additional Tips for Optimizing Your Roofing Company's Service Level Agreements:

1. Make sure that your response times are clear and concise.

2. Include all contact methods in your SLA so that customers can reach you easily.

3. Create an FAQ section that addresses common questions about your business in the modern hypercompetitive market.

Your Reputation is Everything: Online Reviews

There's at least one more benefit to having a solid, easy-to-understand SLA. Perhaps it's just a natural byproduct of being professional and straightforward, but your online reputation is more important than it's ever been before. There's nothing worse than getting slapped with bad reviews. It will make your life a lot easier if the job is laid out crystal clear to the homeowner or homeowners.

If you need help formulating an SLA, make sure to get in touch!