Topic Video · One focused idea from a full conversation
About this topic
Sheldon Murphy made one of the most expensive mistakes a roofing contractor can make: he installed the wrong roof color on an entire house. Rather than avoiding the homeowners, making excuses, or arguing over the details, Sheldon immediately admitted the mistake and promised to make it right. What could have permanently damaged TSM Roofing’s reputation ultimately produced a five-star Google review, customer referrals, and an…
Show notes, links & resources
Sheldon Murphy made one of the most expensive mistakes a roofing contractor can make: he installed the wrong roof color on an entire house.
Rather than avoiding the homeowners, making excuses, or arguing over the details, Sheldon immediately admitted the mistake and promised to make it right. What could have permanently damaged TSM Roofing’s reputation ultimately produced a five-star Google review, customer referrals, and an important lesson about handling business mistakes.
In this clip, Sheldon Murphy and Erick Loden discuss:
• How the wrong roofing color was installed on a 50-square house
• Why business owners sometimes fail to follow their own processes
• What Sheldon did immediately after discovering the mistake
• How taking responsibility can turn a bad situation around
• Why difficult projects can create your most loyal customers
• How transparency builds credibility and trust
• Why honest, consultative selling outperforms aggressive sales tactics
Mistakes are inevitable in business. Your reputation is determined by what you do after making one.
Have you ever turned an unhappy customer into one of your strongest supporters? Share your experience in the comments.
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Hosted by Erick Loden, a former commercial roofing company owner and business advisor. From 2014 to 2025, he owned and ran his roofing company, growing annual revenue more than eightfold and operating profit nearly fifteenfold before completing a successful internal sale.
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