Installation manual

Page 10
Ready The Customer for Installation
The customer is always rst
Customers satisfaction should be our goal each and every night. Open and regular communication is
of the utmost importance in the success of any project. During lift projects, you will need to make sure
there is some form of communication daily, there are many projects where it becomes necessary to
communicate at the end of each night and again in the morning when the customer arrives at the ofce.
Keep in mind you and your crews will be performing nightly with little to NO Supervision from the end
user. Always ask questions, know what areas are OFF LIMITS and make sure your crews are aware of
these areas.
Form a solid relationship with your customer
The rst night of any project is very important and should be performed with precision. The crew’s pace/
schedule is important and should always be communicated with the customer on a nightly/daily basis.
You should consider the customer as part of your team and work together for a successful project. The
last night of any lift project is your second most important night. Making sure all loose ends are tied up
and your crews leave with a satised customer.
Understanding Your Customer’s Expectations
Taking the time in the beginning of each project to understand your customer’s expectations makes the
project move along much smoother. Plan on arriving to the job site the 1
st
day of a project 1 to 3 hours
early (depending on the project scope). You want to spend time walking the project to better understand
the customer’s expectations. During the walk thru you are looking and pointing out things helping them
better understand how you will be performing the lift process.
It is important that everyone has the same project/scope expectations during this 1
st
meeting.
Below you will nd a few things that can become issues during the 1
st
couple of nights and
should be claried during the 1
st
night walk-thru.
Í Reduced Yardage:
Make sure everyone is clear just how many yards you will attempt to complete the 1
st
few nights.
Í Unrealistic nightly yardages:
Always try and keep your yardages within reason, do not oversell what your crews are
capable of completing each night.
Í Bad Rip Ups:
Have an understanding what your rip will be before you start to help gauge you nightly
production.
Í Work hours and Conditions:
Your team and the customer should be clear about the schedule your crew will be
working. Make sure the customer is clear as to what areas your crews are allowed to
access.