Eastman Roofing & Waterproofing

Emphasizing Quality

Richard Kaller:
Emphasizing Quality

Company: Certified Contractors Network, Ardmore, Pa.
Years in Industry: 1966 - present

Early Years: Kaller followed in the footsteps of his father, who worked to sell the fledging Surfa-Shield franchise before opening his own branch in Philadelphia. Kaller began canvassing and then selling for the company while in school and ultimately bought the company from his father in 1966 at the age of 23. He bought five companies in the next 20 years, giving his employees new opportunities to grow.

Key Innovations: As his network of remodeling companies expanded, Kaller instituted systems and procedures that helped them grow smoothly. His selling ability attracted the attention of marketers at roofing company Bird & Son, who asked him to create selling programs for their salespeople. CertainTeed also became interested, and he soon had programs designed to boost contractor professionalism. He created Contractor Education Services in 1985 to provide tapes and programs to contractors to improve their businesses. He then aided NARI in creating its certification program, using techniques he'd created in his other programs.

In 1995, he decided to retire and consult with a few remodelers. His list rapidly grew from 10 to 50, and he created Certified Contractors Network to provide his member contractors with management help. I talk about the importance of the three-legged stool in a contractor's business: sales, production and administration, he says. Without strong support in any one of those areas, the stool will collapse.

Looking Ahead: Kaller is continuing his educational efforts, aided by the creation of CCN University, which focuses on continued training via the Internet. People go to seminars and get great ideas, but they don't go home and implement many, he says. Adults don't learn from a one-shot deal like that. They need follow-up. He offers weekly training sessions on all three legs. The future of this industry lies in continual training, to make it as professional as [independent entrepreneur-based] industries like auto repair and real estate have become, he says.

http://www.qualifiedremodeler.com