Guest: Jason Eustis, Eustis Roofing
Host: Jim Ahlin, Roofing Success Podcast
Listen to the Episode: https://roofingsuccesspodcast.com/podcast/podcast-ep-277-bad-leads-denied-roofs-culture/
Links:
https://eustisroofing.com
https://www.instagram.com/eustisroofingcompany
https://www.facebook.com/EustisRoofing
https://www.youtube.com/channel/UCRuMFZ4N4Sa5_sUuoxGtL9w
🤖 Have a question? Ask this customized ChatGPT for the answer! Specifically designed for this episode, it’s here to help:
https://roofingpod.com/chatgpt-277
Building a $60M Roofing Legacy Without Losing Craftsmanship
What happens when a true craftsman partners with private equity? For Jason Eustis, President of Eustis Roofing, the answer is powerful growth without sacrificing quality or culture. His company has scaled from $30M to $60M in revenue while maintaining a reputation built on craftsmanship, loyalty, and long-term customer relationships.
Eustis Roofing, a 65-year-old Florida legacy brand, is now part of Vertex Service Partners, a growing network of 28 roofing companies. Yet Jason’s philosophy remains grounded in the installer-first mindset that got them there: “Roofing isn’t a transaction. It’s a 15-year marriage with the homeowner.”
From Roofer to Regional Leader: Scaling Without Selling Out
When Eustis Roofing partnered with private equity, Jason didn’t “sell out.” He reinvested. The goal wasn’t to flip the business but to multiply its impact. With two new locations and more than 200 installers, Eustis Roofing became the Florida hub for Vertex, a collaborative network where owners share best practices to grow together.
Unlike many roofing companies that lead with sales, Jason built Eustis from the roof up. “We built around the installers, not the sales team,” he explains. “Everything starts with great craftsmanship. When you have A-player crews, most of your company’s problems disappear.”
That foundation shaped the company’s culture and ensured quality control across every job, even as they scaled.
Turning Repairs Into a Marketing Machine
Instead of chasing every replacement lead, Eustis Roofing doubled down on its repair division, now 30 technicians strong. Jason calls it one of their greatest advantages. Repairs don’t just keep roofs watertight; they nurture long-term relationships that lead to future re-roofs.
Every repair truck is professionally wrapped and visible across the community, an organic form of marketing. “People always tell us, ‘We see your trucks everywhere,’” Jason says. “That’s not just advertising. It’s daily brand exposure.”
Repairs also help the company pre-qualify future customers. When a client needs a full replacement years later, Eustis already knows the roof’s history and weak points, giving them a huge advantage over competitors.
When Insurance Denies Roofs That “Look Dirty”
One of the strangest challenges Eustis Roofing faces is insurance claim denials for roofs that are merely dirty. Instead of exploiting those situations for a new sale, Jason’s team takes pride in restoring the roof. They clean and rejuvenate it, then resubmit to insurance for approval.
“It’s about integrity,” Jason says. “If we installed that roof 10 years ago and it’s still in great shape, we’re not ripping it off just because it’s dirty. We’ll make it right.”
This commitment has built massive trust. Homeowners know Eustis will advocate for them, not just sell to them.
KPIs, Private Equity, and the Lies Numbers Tell
Joining private equity brought structure, systems, and data, but also a lesson in balance. “Private equity loves metrics,” Jason admits. “But KPIs can lie if you don’t connect them to real experience.”
He gives the example of sales close rates dropping, not because salespeople got worse, but because warranty issues affected reputation metrics. His takeaway: numbers are only meaningful when interpreted through craftsmanship and customer care.
Even with the new systems, roughly 80% of Eustis Roofing’s leads still come from legacy sources like past clients, referrals, trucks, and repairs. That’s the power of a brand built on service.
The Culture Behind the Craft: Training Project Managers Like Sales Pros
Jason created a two-week internal training program that turns project managers into leaders, not just schedulers. It’s modeled after sales boot camps but focused on roofing expertise and communication.
Each PM learns how to support the crew, talk with homeowners, and uphold installation standards. They even train on mock roofs with chimneys, valleys, and flashing systems. “You can’t tell a roofer how to install if you’ve never done it,” Jason explains.
That training not only improves installs, it boosts sales morale. When the sales team trusts the production team, close rates rise, reviews improve, and customer experience strengthens across the board.
Reviews, Reputation, and Relationships That Last
Jason insists every new branch focus first on Google reviews. “You can’t really take off until you hit 100 reviews,” he says. “That’s the foundation of trust.”
Eustis Roofing meets twice a week to track review goals and responds personally to every negative review, often turning frustrated homeowners into loyal fans. “Integrity before profit,” Jason says. “If we messed up, we fix it. That’s non-negotiable.”
They even create social content explaining how they resolved bad reviews, turning transparency into marketing.
Marketing That Feels Real: Community Over Campaigns
While most roofing marketers chase instant leads, Jason takes a longer view. His team invests heavily in community events like local sports, parades, and charity projects. They’ve even partnered with radio stations for free roof giveaways.
“The goal is five touchpoints with a homeowner,” Jason explains. “When they see you everywhere, at the Little League game, the parade, online, they trust you before you ever knock on their door.”
In new markets, he budgets aggressively for awareness and gives each location a three-year runway to build roots. It’s a strategy that combines old-school reputation with modern branding.
Document Everything: The Ultimate Defense
Having seen too many disputes between homeowners and contractors, Jason is adamant about documentation. Every roof gets hundreds of photos, from tear-off to completion. “In Florida, you don’t have a choice,” he says. “You’ll have 200 photos per job. It protects everyone.”
Documentation isn’t just compliance; it’s culture. Whether it’s warranty calls or insurance disputes, Eustis Roofing can prove every step with photos and notes, earning both trust and protection.
The Future: Faster, Smarter, More Professional Roofing
Jason believes the roofing industry is heading toward an “Amazon-style experience” with faster installs, seamless communication, and professional service. Private equity has accelerated that transformation by bringing healthcare, 401(k)s, and leadership opportunities into roofing careers.
“The industry’s maturing,” he says. “The customer experience is getting better. Roofs are going on faster. And if we can keep quality high while giving our teams better benefits, that’s a win for everyone.”
FAQs: Roofing Business Takeaways from This Episode
Topic: Operations-Management
Q: How did Eustis Roofing maintain quality while scaling to $60M?
A: Jason built his company around the installers, not the sales team. By creating a strong installer-first culture, comprehensive PM training, and internal quality controls, they grew without compromising craftsmanship.
Topic: Marketing
Q: How can a repair department generate leads?
A: Repairs keep trucks visible, maintain relationships, and identify future reroof clients. Eustis Roofing’s repair techs double as brand ambassadors, turning service calls into future opportunities.
Topic: Customer-Service
Q: What should you do when insurance denies a roof claim because it “looks dirty”?
A: Instead of replacing a perfectly good roof, Eustis Roofing cleans and rejuvenates it, then resubmits for approval. This builds long-term trust and positions the company as a customer advocate.
Topic: Growth-Expansion
Q: What’s the best way to build brand presence in a new market?
A: Combine digital content with heavy community involvement like sponsorships, parades, giveaways, and local events to earn trust through consistent visibility.
Topic: Marketing
Q: How important are Google reviews for roofing companies?
A: Essential. Jason recommends reaching at least 100 reviews before you gain traction. Consistently respond to reviews and turn negative feedback into public demonstrations of integrity.
Topic: Sales
Q: Why does Jason emphasize getting both homeowners present for appointments?
A: Having all decision-makers present doubles close rates and reduces cancellations. It ensures transparency and speeds up project approvals.
Topic: Education-Training
Q: What does a great project manager training program include?
A: Hands-on installation training, customer communication, leadership development, and empathy for crews, creating PMs who serve both clients and installers.
Topic: Legal-Compliance
Q: How can contractors protect themselves from disputes?
A: Document everything. Photos, contracts, and inspection reports prove performance and protect against false claims or misunderstandings.
Topic: Finance-Accounting
Q: How can contractors avoid wasting money on bad leads?
A: Define your ideal customer clearly. Use your call center to pre-qualify leads and stop sending reps to low-quality appointments that drain resources.
📚 Resources & Links:
🎯 Join Our Facebook Group: https://roofingpod.com/facebook
📱 Text Jim @ (612) 512-1812 – Say Hi!
💬 Leave Us a Review: https://roofingpod.com/review
🤝 Our Sponsors:
JobNimbus Marketing
JobNimbus Marketing is the trusted roofing marketing agency built for contractors who want real growth. They understand storm season, insurance cycles, and the seasonality of roofing like no one else, turning websites into true lead engines that keep your phone ringing year-round. With proven strategies tailored to roofers, you can focus on building roofs while they focus on building your revenue.
Day 41 Thrive
Day 41 Thrive specializes in coaching, mentoring, and consulting for entrepreneurs and home service companies. Whether you’re building your leadership skills or developing a stronger team, they help you lead with purpose, and thrive no matter the season.
AI Roofing Revolution
AI Roofing Revolution empowers roofing professionals with AI tools, education, and community to streamline processes, cut costs, and maximize profits in the roofing industry.”
PowerUp Agents AI
This AI tool helps your sales reps follow up faster, handle objections better, and close more deals. It’s like giving every rep a personal sales coach, on demand.
The Roofing & Solar Reform Alliance (RSRA)
Tired of predatory practices and shady players? RSRA is leading the charge to create a better future for roofing and solar contractors through education, community, and real reform.
