Remember: The Customer Is Really In Charge

By Ron Lloyd, President

There are many catalysts for the changes that we're continually having to make. Some come from the development on new technology and equipment that allow us to do our jobs better and faster- like synthetic underlayments and the latest power tools. Others come from the analysis of ideas and strategies that didn't work--for instance some of the early single ply membranes and composite shingles. Several of our changes are spurred by monitoring the successes and failures of our competition. And still others are the result of hiring new employees who bring new ideas and experiences with them to the workplace. But unquestionably the largest amount of the changes we face and make originate from the need to respond to our customers.

Like you, we are--first and foremost--in the customer service business. For us, no customers equals no business. If the people we serve were to stop writing, phoning in, sending e-mails and faxes, we would eventually disappear. Obviously, our job is to give people what they're looking for. And as their wants and needs change, we have to change along with them. Doing that starts with accepting the fact that the customer is truly in charge of our business, and then continues by setting in to place plans for looking outside walls to make sure we have our fingers on the pulse of the market.

For us, the name of the game quickly became FIELD TRIPS. . . virtual field trips. We do virtual field trips-through letters, e-mails, telephone calls, and internet research. And we do actual field trips where, on a rotational basis, we send employees out. Their purpose: To meet and greet, and find out what's happening with both our customers and our competitors. . . and their customers.

We now follow up on all letters we receive-not just to make sure that we have the orders right, but also to identify and track trends. . . and to collect information on desired products, features, and accessories that we can build into our new development process. And we're constantly monitoring our competition to keep up with who's selling what. . . and how the marketplace appears to be responding to it.

To be sure, the information we collect on our "field trips" is valuable and beneficial. But the process of collecting that data has proven to be even more beneficial. It's helped us understand (better than any training program could convey) that everything we do revolves around customers...and that changing to meet their needs is a good thing. Now employees are actually recommending change instead of being "victims" of it.

The Word "Green"

By Jane Dulaney, Marketing Director

It wasn’t so long ago that the best discovery about "green" came about by mixing equal parts of blue and yellow in kindergarten art class. Now, it seems to be one of the hottest buzz words since Al Gore stepped out of retirement and into the lime light as one of the emerging champions of the environment.

Check-out counters at the grocery stores last spring blossomed with "green" magazine covers highlighting issues from Time to Vanity Fair. I was overwhelmed with concern that I would never be as "green"as Leonardo DiCaprio, but have been assured that with this new meaning in our culture’s vocabulary, there are various "shades of green." Starting ‘where you are’ and making shades of improvement by incorporating "best practices" for efficiency in all arenas is a step in the direction of being "green."

Recently awarded the Kuleana Green Business designation from the Kona-Kohala Chamber of Commerce, RR Roofing is delighted to be in a budding atmosphere where not only is supporting the environment essential, but supporting people is essential as well. "Green" is more of an equation that balances the elements of people, processes, products, practices and performance to reduce waste and inefficiency.

I encourage you to take a moment and "rethink" the balance of your equation. With some minor adjustments—you are probably a few short steps away from being "greener" than you thought.

Getting to Know Malia Broome at Xpress Reprographics & Printing

RR Roofing would like to introduce to you Malia Broome, the owner and founder of Xpress Reprographics & Printing in Kona. This new shop has been in business at Kaiwi Square for the past 5 months, and it has been very successful.

Malia says that she and her two employees enjoy working with the public to take care of their printing needs and to get their orders out on time. Approximately 75% of the work they do is large format printing (blueprints). However, they also do color enlargements, FTP Site & File Storage, scanning/archiving, etc.

Malia previously worked for HonBlue in Honolulu and then for Preferred Digital Prints where she thoroughly learned her trade. She was happy to “come home” to Kona in 2003. This allows her to live closer to her family since this is where she grew up and graduated from high school.

One interesting note, Malia is a body combat instructor after work. She has been teaching kick boxing and spinning several times each week for the past two years. She says this is a good physical outlet for her.

RR Roofing wishes Malia and Xpress Reprographics much success in their new business!