Arrival at the Jobsite

Owned by Aleeshya Broome, created
Last updated: Jul 10, 2024
6 min read

Table of Contents
02. Prepare for the Installation

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This page explains the steps to take once you have arrived at the customer’s home or jobsite. Prior to departing the shop/warehouse, you (or your fellow team member) should have already performed the introductory phone call and provided an estimated time of arrival to the customer. The steps below explain the Greet and Agenda chapters within the California Closets Professional Installation Experience (CCPIE). For further CCPIE training, refer to the Related Training Materials section of this page.

In response to the COVID-19 emergency, California Closets expanded our Professional Installation Experience to include the concept of TouchLessService™. The practice of TouchLessService™ may vary from location to location. Refer to your location’s protocols as well as customer preference when interacting with them.

Page Contents

Arrival Process Steps
Greet
Agenda
Related Training Materials
Next Steps
Certification Steps
Terms & Definitions

Process Steps

Before you leave your van:

  1. Do a curbside head-check.  

  • Clear your head of any personal influences that might affect your performance – this is a high-performance event that demands your total concentration.  This is also a good time to take a few minutes to review the designs and customer notes one more time and understand the work you will be completing.  Check for any special instructions on how to announce your arrival (ring doorbell, knock, etc.).

  1. Consider Meta Messages.  

  • These are things we say without saying a word. They are impressions we convey through our actions and appearance. For example:

    • Smelling like cigarettes

    • Dirty hands/appearance

    • Parking in an unauthorized area/space

    • Grumpy/bad attitude

  1. Think about what it means to act like a professional.   

  • People make personal judgements within 5 to 15 seconds of meeting you.  They can decide in an instant if they’ll like you, trust you, or even if they’ll leave you alone in their space.  Pay attention to your grooming, wrinkle free uniform, and how you present yourself.  Make sure you have a clean, fresh pair of booties at the ready and put them on just before entering the home.

  1. Sanitize your hands. 

  • In today’s world, this is an essential practice and must be followed!  This is not only an expectation of the company and our customers; it is a mandate by OSHA and Contractor Boards for today, and most likely indefinitely. Demonstrate respect for the health of our customers, your team members and yourself.  Keep hand sanitizer in your vehicle and use it before you approach the job site. 

 

Greet

Upon Arrival, ensure you follow these steps:

  1. Approach the Home/Job Site

  • At California Closets, a combined TouchLessService™ and Professional Installation Experience comes with the expectation that you are approaching the job site wearing PPE that includes a face mask covering nose and mouth.  Refer to your location’s mandates regarding wearing PPE.

  1. Shake Hands (Based on customer preference)

  1. Avoid Handling Paperwork

  1. Practice Social Distancing

  1. Perform Introductions

 

You

Hi, I’m (your name) from California Closets! <Offer your hand if the customer initiates a handshake.>

Customer

Hello! I’m John. Nice to meet you! Please, come on in.

You

Before I come in, I am parked in your driveway on the right side.  After discussing on the phone, I would like to confirm this is the correct location for my van to be while I unload your job?

Customer

Actually, my wife is going to be leaving for work shortly and will need to back out.  Are you able to park on the other side of the driveway?

You

That is no problem at all.  I’ll go re-park the van and come back to the door here.  <You run out and re-park the van according to the customer’s instructions.  You come back to the door.  Put on booties before you enter.> May I enter the home now?

Customer

Yes, please come in.

You

<You enter the home. > Okay, thank you.

A sample of a customer greeting

 

 

Agenda

Setting an agenda puts the customer at ease. It lets them know that you are a professional who will guide them through the process.   When you set appropriate expectations, it ensures that your customer understands what is going to happen in their home. 

 

Agenda setting should always include:

  1. An overview of what to expect throughout the day.

  1. Steps you will take to ensure a smooth installation.

  1. A walk-through of the space or spaces you will be installing in and reviewing each design.

  1. Confirming the ideal passageway(s) for material load-in

  1. Where to set up any additional equipment needed to complete the job (ie. Power Tools)

  2. Confirm animals in the house and expectations

  3. Confirm entry points/open-doors, etc.  

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Related Training Materials

Preparing for the Installation
Team Member Jobsite Safety
PPE Matrix
CC360: CCPIE eLearning Module

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Next Steps: Hazard Inspection Process

 

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Certification Steps (as outlined by the California Closets Professional Installation Experience Competency Model):

Greet the Customer

  • Arrives on time. If later than 5 minutes from scheduled start time, notifies client

  • Rings doorbell (unless notes or client specify alternative)

  • Presents business card with a smile and handshake, if appropriate

  • Confirms parking location

  • Asks permission to enter the home

  • Puts booties on over shoes or removes shoes, as appropriate

  • Adheres to Safe Work protocols

Agenda-Setting

  • Sets up agenda – walk through of space(s), review designs, etc.

  • Reviews passageways to load in items for staging, asks for permission to move any objects/furniture or other items of concern in pathway

  • Reviews walls/floor for any prior damage and points out to client; takes photos as necessary with client permission

  • Asks for permission to prop doors open during load-in process

  • If tear out is required, confirms what to do with debris

  • Reviews estimated time of completion

  • Confirms lunch break, if applicable

  • Asks about location and permission to use bathroom in the home

  • Asks for time in the middle of the installation to review project status and at the end of the day to review function, explain NPS survey and collect/sign off on balance due

  • Relays our commitment to providing a quality product and experience; asks client to communicate any areas of concern

  • Adheres to Safe Work protocols

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Terms & Definitions

CCPIE

California Closets Professional Installation Experience

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Questions? Please e-mail Aleeshya Broome (albroome@calclosets.com)