Valued employees create superior customer experiences

Learn how one ESOP company’s culture impacts everything from early operations to end results. 

Since our humble beginnings in 1963, McElroy Metal has prioritized morals and ethics in our business practices. Call us old-fashioned; we care about treating people — our customers, suppliers and employees — with integrity and care. This commitment to investing in people is what has strengthened our business to grow into the industry leader we are today. As a proud Employee Stock Ownership Plan (ESOP) company, our dedication to our employees impacts everything we do, resulting in trusted products and services. 

What's an ESOP, and why should you care? 

ESOP stands for Employee Stock Ownership Plan. It's a way for a company to transfer ownership to its employees, typically over time and at no cost to them. Through this structure, employees become shareholders in the business — not in a metaphorical sense, but as actual owners with real equity in the company. 

It's not just a bonus or a stock option. It's long-term, retirement-building ownership. 

But here's the important part for you: When employees become owners, their mindset shifts. The work becomes personal. Your satisfaction becomes personal. And that shows up in how they build, ship, sell and support everything they do. 

This isn't just theory — it's backed by years of research and, more importantly, countless real-world experiences. 

The ownership mentality: What it means for you 

They think like you do 

When you invest in a product, especially something as important and permanent as a roof, you want to work with people who care as much as you do. 

In an employee-owned company, every individual is personally invested in the outcome. That means: 

• Taking time to double-check an order before it leaves the manufacturing location 
• Walking across the production floor to clarify a detail instead of guessing 
• Returning your call faster, because they know it affects your timeline 

They're not just doing a job. They're building something they believe in. 

Quality becomes personal 

In many companies, quality control is someone else's job — a checklist, a final inspection or a department. 

In an ESOP company, quality is everyone's job. 

When the person running the panel machine owns part of the company, they're not just concerned about today's production numbers. They're focused on getting your panels right. 

When the sales rep you're speaking with knows that customer satisfaction affects the entire company's health, including their own retirement account, they're far more likely to go the extra mile to help you find the best solution. 

Every product, every email and every truckload — they all carry the fingerprints of people who care. 

You'll notice: 

• Fewer mistakes and faster corrections when needed 
• Better packaging and delivery practices 
• Consistent attention to details others overlook 

Customer service without the runaround 

Have you ever called a company with a problem and heard: "That's not my department"? 

That's not how things work at employee-owned companies. 

When employees are owners, they own the customer experience. They understand that when something goes wrong, they don't just have a responsibility to fix it — they have a personal reason to make it right. 

You'll experience: 

• Quicker answers and more accountability 
• Friendly, solution-first conversations 
• A willingness to say "let me help" instead of "not my job" 

Long-term thinking that aligns with yours 

When you invest in a metal roofing system, you're thinking decades ahead. You want something that will last. So it makes sense to work with a company that shares that same long-term outlook. 

Many companies today are driven by short-term goals, especially those with outside investors or public shareholders. Cutting costs, meeting quarterly targets or pushing through volume often takes priority over quality, relationships or service. 

ESOP companies play the long game. 

Their employee-owners typically hold their shares for years, sometimes decades. They know that doing what's best today, for both the customer and the company, will pay off over time. 

That means: 

• Consistent product quality year after year 
• Honest answers, even when they're hard 
• A partner you can count on to stand behind their warranties 

Lower turnover. Higher experience. 

Let's be honest — every jobsite or project gets smoother when you're working with people who know what they're doing. 

Employee-owned companies tend to have significantly lower turnover. Why? Because employees are building wealth through ownership. The longer they stay, the more value they build. 

That's good for them, and even better for you. 

It means: 

• You're working with teams who've been trained, certified and proven over time 
• You're not dealing with new hires who are learning on the job 
• You get consistency — people who remember your name, your preferences and your project history 

Innovation flows from the front lines 

Some of the best ideas don't come from the boardroom; they come from the floor. 

Whether it's a better way to ship long panels or a more efficient installation method, the people doing the work often have the best insight into how to improve it. 

In traditional companies, those ideas can get buried in red tape. 

But in ESOPs, employee-owners are motivated to speak up, share what works and adopt best practices — because they benefit directly when the company improves. 

As a customer, you'll benefit from: 

• Smarter processes that reduce delays 
• More responsive feedback loops 
• Constant improvement that keeps your project moving forward 

Safety that's shared and serious 

Employee-owned companies tend to take safety seriously, and not just to pass an inspection. 

Why? Because employee-owners understand that an injury doesn't just impact one person — it affects the whole team. Lost time, increased insurance costs, project delays... those consequences ripple. 

Teams look out for each other. They hold each other accountable. They prioritize safe behavior without being told to. 

For you, that means: 

• Fewer delays caused by accidents or missteps 
• Better jobsite outcomes, plain and simple 

Real example: McElroy Metal 

McElroy Metal is one of many successful companies operating as an employee-owned business. With decades of experience in the metal roofing and building component industry, McElroy chose the ESOP path to preserve company independence, reward long-term employees and strengthen its future. 

Every time a customer works with McElroy — whether ordering Multi-Cor panels for a barn or a standing seam roof for a school — they're working with employee-owners who understand that getting it right matters. 

McElroy Metal is just one example. Across the country, thousands of ESOP companies operate with this same sense of responsibility, pride and long-term customer focus. 

A competitive edge you can feel 

Today's market is crowded. You'll see companies with slick websites, sharp brochures and low prices. But what really sets one apart? 

It's not always what you see. It's often what you feel. 

You feel it in the way the phone gets answered. In how the job gets delivered. In how the company reacts when something doesn't go as planned. 

That's the ESOP difference. It's real. It's human. And it works. 

Building tomorrow's roofing company 

The roofing and construction industries are changing. The companies that win tomorrow won't just offer competitive prices — they'll deliver consistent, reliable experiences from people who care. 

Employee-owned companies are built for that future. 

They attract and retain skilled workers. They treat customers as long-term partners. They solve problems with speed, pride and creativity. And they do it all while creating shared prosperity for the people doing the work. 

Whether you're a contractor looking for a dependable supplier or a property owner investing in a roof that will last 60+ years — partnering with an ESOP company means you're working with people who take it personally. 

And that's always a good thing. 

Original article and photos source: McElroy Metal