It All Starts With the Customer

LTD Starts with the Customer
April 14, 2021 at 6:00 A.M.

By Colin Sheehan, RCS Reporter. 

March Roofer of the Month discusses the importance of customer service and why women should pursue careers in the roofing industry.  

LTD Exteriors Inc. is a family-oriented roofing company who puts their employees and customers first. The leadership at LTD has over 20 years of experience in the roofing industry, and their commitment to excellence in management and service has contributed to ongoing success and a great reputation. 

LTD Exteriors is also the March Roofer of the Month for RoofersCoffeeShop®. This North Carolina based company specializes in slate and tile roofs, especially for historic homes. They also perform a variety of roofing services including residential roofing, repairs, gutters and new construction roofing.  

“LTD, we are a baby company,” said Michelle Kettering. “This September will be our fifth year in business.” 

Michelle is the founder of LTD Exteriors Inc. and started in the construction industry fresh out of high school, working with her husband and brother-in-law in their roofing business. Since then, Michelle has gained valuable knowledge, leading her to start LTD Exteriors. 

The company is known for excellent customer service and, in an interview conducted by RCS Podcast Producer, Megan Ellsworth, Michelle explained her methods behind providing great customer service: 

“It starts with your first contact with the customer, listening to the customer, their concerns. The other thing too, that is big for me, is educating the customer on what they're paying for, especially with the work that we do [that’s on the] higher end of the price ranges,” said Michelle. “For us, we want to make sure that the customer understands what is included in that price, why it is so high compared to, for instance, a shingle roof, and make them comfortable with what they're paying for. That, to me, is huge.” 

March is also Women’s History Month and Michelle shared a few guiding words for women interested in entering the roofing industry. 

“I was hesitant to fully dive into the industry. It was male-dominated and a little bit intimidating,” said Michelle. “Any women out there who are interested in it, just dive in. I have been welcomed into the industry with open arms and it's something that I truly enjoy doing, especially with the homes that we work on. It's a really good industry to be in and any women out there who put family before career, this is a great place to start.” 

 

Have a question? AskARoofer.

Find your local roofing contractor in the RoofersCoffeeShop® Contractor Directory.



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