System Delivery
- Aleeshya Broome
Table of Contents
05. Final Installation Steps & Delivery
The final step of a successful installation is the delivery of the system to the customer. Officially deliver the final product to the customer by walking them through the space. Have the designs in hand and review each of the important elements. This is your time to present what we have put together for the customer. This page will explain the elements of delivery and components/accessories to demonstrate to the customer.
Page Contents
Types of Installation: Off-the-Floor, Floor-Based, Virtuoso, Wall Bed, Paxton, Martha Stewart
Installer Level Required: Jr. Apprentice Installer
Products Required: TFL Material, Accessories, Special Order
Demonstrate the System:
Complete walk-through, present & demonstrate product.
Open the drawers and show them all their inserts.
Pull open laundry hampers & Engage products.
Pull out accessories, ironing boards and mirrors.
Encourage the customer to bring in a few items and place them on hanging poles, accessory racks, etc.
Show any adjustments or other mechanical items the customer can control.
Show location of any power supply accessories.
Show remotes/switches for lighting.
Provide a tutorial of removing and inserting any laundry baskets and inserts.
Ensure the customer is aware of the overall function of accessories.
Final Logistics:
Point out any damage of property and let the customer know how we will take care of the issue.
Any concerns that came up throughout the day and how we are going to resolve them or if they have been resolved.
Complete return visit or job completion form.
If required, schedule a return service date.
If an appointment with the design consultant and/or a call from the office is needed, set this date and time.
Set expectations for any Return Visit next steps.
Complete a final tour of entire property where you were working – confirm that everything is being left as it was prior to your arrival.
Show customer where you left any tear-out items: Baseboards, mirrored doors, etc.
Ensure customer feels their expectations are met.
Paperwork & Admin (if applicable):
Review warranty information, cleaning instructions and any gift package from the office or design consultant.
Have the customer sign off on completion of job or on items to complete on return visit.
Present invoice and collect any remaining balance or let them know the office will process the final payment.
Inform the customer they will receive a survey (NPS) and request a Google Review.
Encourage your customer to take a moment to complete the survey they receive. You can say:
“The service you receive from us comes from what we’ve learned from surveying customers in the past. I know you get a lot of requests for surveys from companies you do business with. I do, too. This particular survey asks only one question and should only take a second to complete, so I am hoping you will be able to participate.”
Skeleton Fundamentals
Complete the Installation
System Touch Ups
Cleaning the System & Jobsite
Once the van has been loaded with tools and extra material, complete the driveway download prior to departing.
Upon arrival back at the shop/warehouse, complete the end of day clean up process.
Certification Steps (in accordance with the California Closets Professional Installation Experience Competency Model):
Walk-through completed with client; all products and accessories are presented and demonstrated.
Next steps are provided if a go-back is required.
Completes final tour of home (inside and out) to ensure all cleanup has been completed
Confirmed with client expectations were met.
NPS survey and Google Review process is reviewed and client is asked to provide feedback.
If applicable: Invoice is presented and remaining balance collected.