CUSTOMER SUCCESS
Mark Kinney
Project Success On Site Manager
First thing I do is greet the homeowner and let them know exactly why I'm there. I'll be inspecting materials, observing the work process, and making myself available to answer any questions that come up.
Email Mark
STORY SNAPSHOT
The short version of Mark's path.
A quick look at the background, motivation, and standard behind the work.
ORIGIN STORY
How Mark got here
Before Raptor, I spent years in the commercial grade lock hardware business working in various sales and customer service roles. That background gave me a strong foundation in taking care of people and making sure the job gets done right, which translated perfectly into what we do here.
HOMEOWNER EXPERIENCE
What to expect
First thing I do is greet the homeowner and let them know exactly why I'm there. I'll be inspecting materials, observing the work process, and making myself available to answer any questions that come up. I always let them know that while I don't expect any issues, things can happen, and that's exactly why I'm on site. If something comes up, I'm there to get it resolved.
THE STANDARD
What should homeowners say?
That I was pleasant to work with and that we did exactly what I described we'd do at the beginning. Simple as that. If I set the expectation and then deliver on it, that's a win every time.
FULL BIO
More of Mark's story.
First thing I do is greet the homeowner and let them know exactly why I'm there. I'll be inspecting materials, observing the work process, and making myself available to answer any questions that come up. I always let them know that while I don't expect any issues, things can happen, and that's exactly why I'm on site.
One job that stands out was getting to help a family member with their roof, gutters, and siding. What made it especially meaningful was that they had already been denied by their insurance company when attempting coverage through another contractor. Being able to step in and help them get what they needed after they'd been told no? That's the kind of work that sticks with you.
Homeowner focus: First thing I do is greet the homeowner and let them know exactly why I'm there.
The goal: That I was pleasant to work with and that we did exactly what I described we'd do at the beginning. Simple as that. If I set the expectation and then deliver on it, that's a win every time.
BEYOND THE ROOF
Local roots, family, and life outside the job.
A few details that help you get to know Mark beyond the project.
FUN FACT
Day Off
Reading, doing something sports related, or just relaxing with family. Keeping it simple.
FUN FACT
If Not Roofing
I'd probably still be in the lock hardware industry. But I'm glad I made the switch.
FUN FACT
Walk-Up Song
"Don't Let the Rain Come Down." You know it fits.
START HERE
Talk with the Raptor Roofing team.
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