DURO-LAST
®CATALOG
CAPABILITIES & SERVICES
Providing the Best Contractor Support
in the Roofing Industry
For over 30 years, Duro-Last Roofing, Inc. has taken pride in
providing our authorized contractors and Independent Sales
Representatives with exceptional sales, marketing, engineering,
quality assurance, and technical support.
To succeed, contractors and Independent Sales Reps need a
variety of tools to promote their businesses, compete on roofing
projects, and effectively complete job installations. We are
con-tinually working to improve these tools, making our contractors
and Independent Sales Reps better businesspeople, better installers
of Duro-Last roofing products, and marketers of their businesses
and Duro-Last in their communities.
The information in this booklet will give you a better
under-standing of the services, training, and literature Duro-Last offers
to help you successfully sell and install our roofing systems.
SERVICES
CAPABILITIES
inance
Page 3 Page 6 Page 8 Page 10 Page 12The Duro-Last sales staff offers an extensive array of services and support. Customer Service Representatives (CSRs), Regional Sales Managers and Coordinators, Independent Sales Representatives, and the rest of the Duro-Last sales management team stand ready to help our contractor customers with all their Duro-Duro-Last roofing needs. The CSR staff is the starting point for addressing our customers’ sales needs, and is available Monday-Friday, from 7:00 a.m. to 9:00 p.m. Eastern Time to answer questions, provide support, and direct contractors to the appropriate resources at Duro-Last.
Field Sales Services
The Duro-Last Sales Department and our Independent Sales Representatives offer authorized contractors several "in the field" services, including:
Contractor sales seminars: Regional, local, and individual education and training seminars are designed to prepare our contractors’ salespeople to sell and market the Duro-Last roofing system using support tools that are available.
Tag-team sales presentations:One of the best methods to educate building owners and specifiers is for contractors and independent representatives to call on them together. This “tag-team” approach is also a good method for contractors to learn how to conduct Duro-Last sales presentations.
Building owner/specifier seminars:These are similar to tag-team presentations but done with multiple end-users, at times in conjunction with a luncheon. It is an excellent method to address multiple prospects at one time.
Technical sales field trainings:This hands-on roof installation training seminar is excellent for a contractor’s rooftop crews and sales staff. It can also be customized to present Duro-Last’s unique installation method and prefabrication advantages to end-users and specifiers.
Order Support Services
Order support is the primary responsibility of the CSR staff, but any member of the sales team can assist our customers in this area. For order support, CSRs can help with:
• Order advice, clarification, review, and coordination • Product specification compliance
• Price quotes
Rooftop Sales Support
These services can help contractors use their time on the roof effectively:
Rooftop measuring education:To get the maximum benefit from Duro-Last's custom fabrication, the sales team can educate contractors on how to effectively measure a roof.
Pre-bid roof walks:Available on projects where rooftop evaluations are required by the building owner or specifier.
Core-cut and pull-test support:Contractors are responsible for conducting core and pull-tests on every project to properly bid the job and prepare for installation. Pull-testers and core-cutters are available from Duro-Last, as well as training on how to use them.
Rooftop seminars:One of the best methods to sell prospects is to have them watch an installation. They can see a crew in action and learn the benefits of Duro-Last’s prefabricated roofing system.
General Sales Tools
“Gwiz Kit”: - This briefcase contains essential roof components to show decision makers that Duro-Last’s custom fabricated system is their best roofing option. Lap samples, the round stack, and the briefcase curb help demonstrate the advantages of our prefabricated system. Also included are fasteners, edge details, color samples, and other roof components.
Literature and material samples:Duro-Last provides samples of printed material and membrane to all contractors upon request. Larger quantities should be paid for directly or credited through the Duro-Last Ad-PLUS Incentive Program. Many items can be personalized with contractor contact information.
PowerPoint presentations:Duro-Last has developed building owner and specifier presentations that are very effective for group opportunities. They are available on the multimedia marketing CD referred to in the Marketing section of this booklet.
Proposal Writer Software: Duro-Last contractors can set themselves apart from their competition by creating an organized, educational, and professional bid package. The Duro-Last Proposal Writer is an easy method to “point and click” your way to a customized proposal, and can be purchased through the Ad-PLUS Incentive Program.
Trade show booths:Booths are available for contractor use at local trade shows, community meetings, and other events. Booths should be reserved well in advance to ensure availability.
Cool Zone® Roofing System Sales Tools
Throughout Duro-Last’s history, energy-efficiency and cost savings due to roof reflectivity have benefited thousands of building owners. Our Cool Zone roofing system continues to be a leader in sustainable roofing. Cool Zone sales tools include:
Reflectivity light test kit:This briefcase includes samples of our Cool Zone membrane and black membrane, lights, and thermometers that measure heat gain for both roofing materials. This simple “white roof vs. black roof” comparison demonstrates the benefits of a white reflective roof.
Energy-efficiency literature:Duro-Last is a charter partner in the EPA’s ENERGY STAR® Roof Products Program, a charter member of the Cool Roof Rating Council, and a member of the U.S. Green Building Council. Several literature pieces are available to Duro-Last contractors to promote the Cool Zone roofing system to their customers.
Energy-efficiency and life-cycle costing PowerPoint programs:These slide presentations provide a professional, organized look to end-users and specifiers. The energy-efficiency presentations are available on the multimedia marketing CD referred to in the Marketing section of this booklet. Life-cycle costing presentations are available upon request.
• Sales advice/suggestions/support • Contractor project history
• Specification creation and review support • Specification submittals
• Telemarketing education and training • Problem-solving: product, sales,
and technical
• Lead and business development programs • Lead and contact management
• Roofing industry information and product comparisons
• Tours of Duro-Last headquarters and production facilities for building owners and other key specifiers (transportation is provided)
• Business plan development • References
• Training and education for all Duro-Last services and support
THER
SALES-REL
ATED
SERVICES
Below is a partial list of other services that are available. For more information contact the Duro-Last sales staff.
Contractors count on the Duro-Last Marketing Communications Department for the materials and support they need to develop a powerful presence in their local markets. Resources include:
Our wide variety of print materials will help tell the
Duro-Last story to virtually any prospect.
Ad-PLUS Incentive Program
Duro-Last offers the Ad-PLUS Program for authorized contractors to advertise, publicize, and promote the Duro-Last roofing system in their local markets. Once contractors reach a predetermined amount of Duro-Last sales, they become eligible for the Ad-PLUS program, which reimburses contractors for local marketing
expenses, including the programs described on these pages.
Print Advertising
If your marketing plans call for promoting your business and Duro-Last in local newspapers, magazines, or trade journals, we can provide you with a print advertisement of virtually any size. We can also design job site banners, business cards, and other print materials.
Electronic Advertising / Multimedia
Duro-Last has several radio and television spot advertisements that can be personalized with your business contact information. You can see and listen to these in the Ad-PLUS section of the Duro-Last web site.
The Duro-Last multimedia CD contains PowerPoint presentations, customer testimonials (video and print), Duro-Last job photos, marketing literature, and other materials. The disk can be tailored to include your own company-specific messages, photos, and other information.
Literature
Our wide variety of print materials can help contractors present the Duro-Last story to virtually any prospect. Mailers, brochures, booklets, case studies, article reprints, and other literature cover the entire Duro-Last product line. These pieces can be viewed in the Marketing Materials section of the Duro-Last web site. For your direct mail program, Duro-Last can also obtain contact lists.
Do you have other ideas for promoting your business? Give us a call and let the Duro-Last Marketing Communications Department help bring those ideas to reality.
Personalized Mailers and Custom Literature from Creative Impressions®
Duro-Last’s capabilities include the resources of Creative Impressions Printing, Silkscreen and Embroidery (CI), a JRB Enterprises company. Our collection of industry specific mailers can be personalized by CI with your contact information. It’s an inexpensive way to reach decision makers in your area. If you need a special piece of literature to promote your business, CI can create it for you, designing anything from brochures to flyers to mailers.
Promotional Items
Creative Impressions can place your company’s logo or message on virtually any promotional piece. If you’re looking for just the right item to give away at a local trade show or for clothing pieces to promote your business, look to CI.
Design, printing, and promotional items from Creative Impressions are typically reimbursable through the Duro-Last Ad-PLUS Incentive Program. Before beginning any project, it’s best to check with your Regional Sales Coordinator regarding your Ad-PLUS eligibility. Also, keep in mind that the more extensive your project, the longer it will take to produce. Good advance planning can ensure your project is completed within your necessary time frame.
The Engineering Services Department is committed to spearheading Duro-Last’s industry leadership by creating roofing solutions that are engineered to the highest standards, using state-of-the-art research and development. Our goal is to ensure quality and consistency throughout the roofing assembly via effective testing procedures. We also help shape the roofing industry through our influential relationships with national standards-making organizations. Our goal is to equip Duro-Last’s sales teams and authorized contractors with premium products and services, providing the competitive advantages necessary for you to succeed in the marketplace.
The Engineering Services Department is available Monday-Friday, from 7:00 a.m. until 8:00 p.m., Eastern Time, and offers at no additional cost, support in these areas:
Research And Development
We explore improvements to Duro-Last’s existing roofing products and assemblies, as well as offer new products and advance application techniques to help ensure success for Duro-Last contractors.
Roof Drafting And Design
We deliver comprehensive roof layouts that are compliant with national building code wind loads and Duro-Last specifications, as well as material take-offs for new construction and re-roof applications. We facilitate professional and accurate bids, and trouble-free installations.
Roofing Product And Assembly Testing
We strive to ensure that every Duro-Last roofing system complies with required specifications.
Technical Support
We develop comprehensive solutions to complex roofing situations, utilizing practical and economical approaches.
Documentation
We provide technical guidance through the Duro-Last online Specification Manual, Foreman’s Pocket
ENGINEERING
SERVICES
Code Agency Relationships
As proponents of our contractors’ best interests, we present a consistent voice to the major code agencies and in the development of standards. We also assist contractors in “interpreting” code and regulatory agency requirements from such groups as the U.S. Green Building Council (USGBC), Single-Ply Roofing Institute (SPRI), National Roofing Contractors Association (NRCA), Cool Roof Rating Council (CRRC), and Roof Consultants Institute (RCI), Center for Environmental Innovation in Roofing (CEIR) and American Society for Testing and Materials (ASTM).
O
THER
SERVICES
OFFERED
QUALITY CONTROL /
RESEARCH & DEVELOPMENT
COMPATIBILITY STUDIES
NEW PRODUCT DEVELOPMENT
ROOF ASSEMBLY TESTING
IN-HOUSE APPLICATOR
TRAINING
PLANT TOURS
HIGH WIND WARRANTIES
QUALITY
ASSURANCE
The Quality Assurance Department (QA) is committed to educating our customers on the Duro-Last roofing system. Many no-cost services are available, including training, inspections, repairs, and installation guidance. QA’s trained office staff and approximately 75 Technical Representatives throughout the country have
extensive field experience, and offer unparalleled support, including:
Training
Comprehensive, no-cost training is available from QA to Duro-Last contractors. For training sessions conducted at a Duro-Last location, lodging and lunch are provided at no cost to the contractor.
In-house training: Conducted over two days at a Duro-Last location, this course is appropriate for new Duro-Last contractors, new hires, or those who need a “refresher.” Topics include system specifications, layout, ordering, installation, and other basic information.
New contractor training: All new Duro-Last contractors are entitled to 40 hours of free training with a Duro-Last trainer on the job site. Time may be used over more than one project.
Re-trainings: This program is designed for contractors that may have had some employee turnover or lower-than-expected quality inspection scores. A Duro-Last Technical Representative will work with the contractor on the job site for a couple days to bring the crew to a high competency level.
Proficiency training: These sessions are designed to help experienced contractors rise to the next level of expertise. Duro-Last’s most experienced personnel are used, and training sessions normally last one or two days.
In-shop training: These can be half or full-day sessions in the contractor’s shop, normally during the off season. Specifications and installation issues are addressed. QA will supply the Duro-Last materials that are required for this training.
Pull-Test Support
QA can schedule technical representatives to assist contractors with tests. Duro-Last will supply the pull-tester, fasteners, and documentation to determine Duro-Last fastening requirements for the roof installation.
Specification Deviations
Duro-Last QA managers along with Duro-Last's Engineering Services Department evaluate and, if it is determined to be a viable roofing solution, approve any specification deviation. (Product deviations are handled by the Engineering Services Department.) Contractor and Technical Representatives will be notified in writing of any deviation approval.
Inspections
Two no-cost QA inspections are available:
Interim inspections:These are intended to help contractors on larger roofing projects monitor progress and address any issues that arise during the installation.
Warranty inspections:QA Technical Representatives provide installation inspections before issuing Duro-Last's industry-leading warranty. When the project passes the final
inspection, the tech rep will issue the warranty on the spot to the contractor.
Warranty Services
Our trained office staff evaluates and addresses warranty service requests and dispatches our trained crews or hires authorized contractors as necessary to make repairs.
Emergency Repairs
Our Technical Representatives are trained to respond quickly and to make repairs in an emergency situation.
Issuing the Industry’s Best Warranties
Duro-Last is so confident in the durability of our roofing systems that we protect commercial and industrial installations with the best warranties in the industry. Our standard, comprehensive 15-year No Dollar Limit (NDL) warranty is transferable, has no exclusions for ponding water, and provides coverage against consequential damages that result from defects in the Duro-Last material and/or installation workmanship. Duro-Last also has 20-year warranties available.
Awards
The QA Department recognizes outstanding contractor workman-ship by offering Master & Elite Contractor Awards, which are given to contractors who consistently perform high-quality installations and reach high sales levels. Contractors who achieve Master and Elite status are eligible for additional warranty and marketing support, and training benefits. Contact Duro-Last’s QA or Sales Department for more information about these awards.
inance
Accounts Receivable
Activities managed by our Accounts Receivable Department include: • Processing customer requests (e.g., faxing copies of invoices, statements,
etc.), lien waivers, and tax-exempt certificates.
• Investigating and resolving customer payment disputes.
• When requested, working with contractors to obtain payments directly from building owners.
• Working with contractors and our Quality Assurance Department to revoke warranties when our contractors have not been paid.
• Filing liens on behalf of customers for non-payment to them.
• Helping customers take advantage of Duro-Last's "prompt pay" discount opportunities through bank financing or requesting payment up-front from building owners.
The Finance Department is committed to methods and policies that make it easy for our customers to do business with Duro-Last. Ultimately, our goal is to provide opportunities that will improve the bottom line of our customers.
In addition, the Accounts Receivable Department offers a variety of methods for customers to make account payments. Examples include accepting Automated Clearing House (ACH) payments and American Express, Visa, and Master Card charge cards.
Duro-Last’s Shipping/Invoicing Department is committed to ensuring that product shipments arrive at their destinations on time, and are invoiced expediently and accurately. Services that we provide include:
• Managing shipments from all Duro-Last plant locations to our entire contractor network. • Obtaining freight quotes from multiple sources, including less-than-truckload-lots (LTL)
and flatbed companies.
• Maintaining strong and friendly relationships with shipping companies so that any “lost shipment”or other problem can be resolved quickly and to the satisfaction of all parties. • Acting as a liaison between the Duro-Last Sales Department and our customers
when necessary.
In addition to managing Duro-Last’s buying function with the goal of providing the lowest total cost to our customers, our Purchasing Department:
• Acquires and ships many products directly from the manufacturer to the job site on behalf of the contractor.
• Provides information on specific product items and facilitates communication as necessary between contractors and vendor product experts.
• Gives our contractors and Independent Sales Representatives professional service, support, and information in the procurement of goods and the tracking of materials. • Arranges trucking and delivery service to customers as necessary and when feasible.
SHIPPING/INV
OICING
PUR
C
HASING
We ensure that orders are
correct and packaged
appropriately before
being shipped.
Manufacturing
Duro-Last is committed to providing our customers with the “World’s Best Roof”®. Our goal, through
stringent quality control standards, is to manufacture roofs that will perform consistently year after year. Cutting edge automated production equipment allows us to continually improve the quality and service that the “World’s Best Contractors” have come to expect. We are committed to the philosophy of Duro-Last founder John Burt: “Superb customer service and an excellent product are what make us successful.” Our manufacturing operation will not lose sight of this.
Duro-Last has four manufacturing plants that deliver high quality service to our entire contractor network, providing a “one-stop shop” for all roofing system components. Our capabilities include:
• Custom prefabrication of every roofing project to fit rooftop specifications precisely. Up to 85% of membrane seaming is performed under ideal,
controlled factory conditions. Our custom fabrication also includes the production of flashing details and other components;
• Roof sections manufactured in sheets up to 2,500 square feet in size, depending on the application; • Production of sheets in unique shapes to
accommodate irregular roof layouts; • Multiple, custom packaging options;
• Five-day standard service, with many orders rushed sooner, and • Same day shipping on accessory and stockroom items.
1 2 Grants Pass, Oregon Jackson, Mississippi Saginaw, Michigan Sigourney, Iowa
Quality control is a priority. This employee performs a laminator in-line inspection of a
completed roofing membrane.
Five-foot roll goods are prefabricated to a building’s exact dimensions as specified by
the architect or contractor.
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3 4
A fastening tab is welded into the membrane sheet.
Custom-made pieces are folded from Duro-Last provides custom-made accessories for Your order is physically measured and
squared-up on the folding floor.
Folding floor inspectors inspect every factory seam of the Duro-Last roofing system before it
leaves the manufacturing facility.
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6
10 8
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The laminating machine then bonds together the top and bottom layer of the film with the