Laying the foundation for lasting success

By Dani Sheehan. 

When you dedicate the right time and resources to grow your service department, you invest in the growth of your business. 

When Tracey Donels started in the service department for KPost Roofing & Waterproofing, he grew it from $800,000 to an impressive $8.5 million per year in service revenue. Now leading Service First Solutions, Tracey focuses on helping contractors achieve similar success by establishing and growing dedicated service departments.  

In commercial roofing, service is not just an afterthought — it’s an essential part of the customer relationship. After all, a roof is not a one-time purchase; it’s a long-term investment that requires care and maintenance. As the original installer, you’re often the first call when something goes wrong, making service a critical way to build lasting relationships. The more you deliver fast, quality service, the more customers will come to trust and rely on you. 

Given that service is inevitable, you have to ask yourself: do you want your service department to run like a small, overworked food truck, or like a well-oiled fast-food drive-thru? Tracey explains, “Most service departments are running like a food truck. They’ve got one or two people in the back who can handle things just fine when it’s slow. But when a rush comes in, they struggle to keep up. The best service departments operate like a Chick-fil-A drive-thru where everybody has their role and everything runs smoothly.” The ability to scale and manage an influx of work is what separates a good service department from a great one. 

It’s not just about providing quality work – it's about providing it fast. “When we can handle a customer’s emergency with good service, a good product and do it quickly, they’re going to keep coming back,” Tracey explains. Those emergency service calls may turn into full roof replacements, and your company stands out for consistently providing fast, reliable work. 

Tracey has seen firsthand how building an efficient service department can improve growth quickly. He worked with a company that had just two service trucks when he first met them. “Within five months, they had six, and now they’re on their way to eight,” Tracey shared. This kind of expansion happens because a well-run service department doesn’t just fix problems – it builds trust, loyalty and ultimately, drives revenue. 

A strong service department lays the foundation for the entire business, helping you become the go-to solution for your customers. By working with Service First Solutions, roofing contractors get hands-on coaching from industry experts, ensuring that every aspect of their service department is optimized for growth.  

Is your service department driving your business forward? Learn how Service First Solutions can help you transform your service into a growth engine.