After the Sale Roofing Checklist That Prevents Cancellations

The signed contract is the start of the cancellation risk window, not the end of the sale. Homeowners cancel 10-20% of signed roofing contracts in the 72 hours after signing. Another 5-10% cancel during the 2-8 week wait for install. The checklist below cuts both numbers roughly in half.

Step 1: Welcome Call Within 24 Hours

Who calls: the sales rep, not an assistant. The rep who sold the job owns the relationship.

Script structure (90 seconds):

• "Hi [name], wanted to follow up on yesterday. Excited to handle this for you."
• "Two quick things: I emailed you the signed contract and the contingency agreement. Confirm receipt."
• "I will be your point of contact. Save my number. If you have any question between now and install, text me first."
• "Here is what happens next: [3 bullet timeline of next 7 days]."

This call alone drops first-week cancellations by 30-40% in team data. The rep becomes a person, not just a signature on a contract.

Step 2: Material Order and Delivery Scheduling

Within 3 business days of signing (or claim approval if insurance), the material order is placed. Homeowner gets a written update with:

• Shingle brand, color, and style confirmed in writing
• Expected delivery date range
• Where the material will be staged (driveway, back yard, roof drop)
• What they should move (cars, grills, lawn furniture)

This is where color mismatch disasters happen. Send a photo of the exact shingle bundle color before delivery if there is any ambiguity. Fixing a wrong-color roof costs $8,000-15,000. Sending a photo costs nothing.

Step 3: Crew Prep and Protect

48 hours before install:

• Crew foreman reviews the job file and confirms scope
• Tarps, plywood, and protection equipment loaded
• Dumpster delivery scheduled for the morning of install
• HOA permission confirmed (copies in truck)
• Permit posted if the city requires it

The foreman reviewing the job file is the step most teams skip. The rep writes "scope per adjuster plus upgraded underlayment" and the crew installs standard underlayment because nobody read the note. That mistake costs $1,200 to redo.

Step 4: Day-Before Call and Text

Day before install, 4pm: sales rep calls. If no answer, voicemail and text.

Script:

• "Crew will arrive around 7am. They will knock and introduce themselves."
• "Plan on being home or having someone there if possible for the first hour."
• "Move cars by 6:45am. Cover anything fragile in the yard."
• "Dogs inside. Work will be noisy from 7am to about 4pm."
• "You will hear hammers, nail guns, and the tear-off. That is normal. Any concerns, call me directly, not the crew."

That last line matters. A homeowner who asks the crew about color and gets a shrug panics. Route all concerns through the rep.

Step 5: Post-Install Walkthrough

Within 24 hours of job completion, the rep or project manager walks the homeowner around the property. Not the roof (safety), but the ground and property perimeter.

Checklist:

• Magnet sweep of driveway, yard, and street visible
• Gutters cleared of debris
• Dumpster removed
• Landscaping undamaged or noted for touch-up
• Chimney, skylights, and any flashing photographed from ladder
• Attic check if the homeowner has access: any visible daylight, felt pieces, or nails through sheathing
• Paperwork delivered: certificate of completion, warranty docs, manufacturer info

Homeowner signs a completion acknowledgment. This is your legal record that the job is done and the work is accepted. Photograph the signed form.

Step 6: Review Ask

Between 48 and 96 hours after walkthrough, send a review request. Not sooner: the homeowner has not had time to look around and feel the win. Not later: the excitement fades fast.

Text template:

"Hi [name], thanks again for choosing [company]. If you have 60 seconds, a Google review means the world to our team: [link]. Reply here anytime if you see anything that needs attention."

Teams that send this text see 25-35% review conversion on completed jobs. Teams that ask in-person at walkthrough see 40-50% but forget to follow up with the ones who say "sure, later." Combine both: verbal ask at walkthrough, text with link 2 days later.

What This Cuts

IssueWithout ChecklistWith Checklist 72-hour cancellation10-20%5-8% Pre-install cancellation5-10%2-4% Color complaint after install3-5%Under 1% Post-install punch-list calls20-25%8-12% Google review conversion10-15%35-45%

Making It Stick

Build the checklist into the job record. RoofKnockers job stages trigger the welcome call reminder, material order prompt, day-before text template, and walkthrough checklist. Reps see what is next without thinking. See the job stage workflow.

Related: first 90 days with a new roofing contract, depreciation collection, and handling the mortgage company.

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FAQ

Is the welcome call overkill on an insurance claim?

No. The insurance claim introduces more wait time, which means more room to cancel. Insurance jobs benefit from more contact, not less.

Who owns the checklist when the rep leaves?

The job record, which sits with the company. When a rep departs, the project manager or a designated handler takes over the homeowner contact. Never leave a signed contract without a live point of contact.

Should the review ask include a Google link or a company page?

Google. Direct to the review form. Extra clicks drop conversion 40%+. Test the link from a fresh phone before adding it to the template.