Installation Manual for Subcontractors
Customer Service Time and Site Set Up
Greet customer
Quickly attempt to contact customer, then slow down. This is a very important few
minutes. Be sure you look professional; remember our name precedes your arrival.
Smile, let the customer know your glad to be there building their product.
First impressions are quite lasting according to recent research. Put your best foot
forward with each customer. Sometimes on a hard day, an obviously difficult carry, or
during times of personal difficulties you’ll have to fake being happy about being there;
this is normal and happens to everyone sometimes. By giving the customer your best
sincere greeting and introduction you could help build a working relationship that benefit
you, the customer, the rest of your crew and LTP.
“Hi. My name is ____ and I’m from Go Configure, the at home services partner of
Leisure Time Products. I’m here to install your play set and wonder if you could take a
few minutes to show me where you would like it placed.”
Do not act rushed during this initial conversation and remember to smile, be
courteous and professional.
“I am trying to decide on the best parking arrangement, would it be all right if we
parked in the driveway? We’ll be a couple of hours so if you need to get your car out
during that time it would be best if you moved it now so we won’t be blocking you in.”
If the customer agrees, and it makes the most sense, work together to back into
the driveway. It is the policy of Go Configure to always have someone outside the
vehicle watching when a truck or truck/ trailer combination is backed up. Make sure you
have a prearranged signal for an emergency stop. Remember; never leave established
roads or driveways even if the customer invites you to.
Locate installation site
Once the customer has pointed out the installation site and you safely park in the
area best suited to the installation, “Go over” the paperwork to ensure that the product
you are about to build is “exactly” what the customer ordered. Every detail of the sales
order should be checked carefully.
Model, options and positioning should be covered at this time. You should also
ask the customer to sign any required forms at this point as well if there is any
possibility that they will not be available at the completion of the install.
Be sure they understand that children should stay out of the safety zone for the entire
build including the project review.
“We have a Thunder Ridge with a peak style roof (pantomime a peak roof) facing
this way, with the slide coming off here and the swing beam coming out this side.
