08/27/2026
Being service-driven means finding a way forward when things don't go as planned. 💡
Sometimes, the best solutions come from quick thinking, strong relationships, and a willingness to do what's needed to help a customer succeed. Hear how Shawn, Regional Sales Manager in the West region, turned an unexpected challenge into a same-day solution:
"I had a customer reach out to me asking the status of his underlayment order. We all know that the underlayment is one of the first products to go down before the roofing can start, but his shipment didn’t arrive as planned. After doing some research, I found out that the carrier accidentally sent it in the wrong direction, and rerouting it would take another week. I called in a favor with a non-competing customer in the area, asking if I could borrow 10 rolls of underlayment and replace it when the other shipment arrived. I picked it up that afternoon and my installer was ready to go the same day. As a good friend in the industry always says, “we are saved by relationships."
