Title Page
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Name the Type of Repair Performed
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Customer Name
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Property Address
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Conducted on
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Foreman
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Crew Members
Before Job:
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Before leaving the shop, were all questions about the project answered by a Manager or DS?
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Were all Crew Members properly clocked in on T-Sheets?
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Have all Crew Members reviewed the Proposal, Annotated Pics, BW notes and WOW service plan?
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Were all the necessary Materials, Supplies and Consumables available at the shop?
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Was a "On-The-Way" call completed?
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Explain:
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"Hello, this is (Your Name) with Peak Structural. Is this (Mr./Mrs. Customer)?"
"Hi (Customer)! How are you doing today?"
"Great! (Customer), I am going to be your Crew Leader for your (Project Type) project today. I just wanted to call and introduce myself and let you know that (Crew member), (Crew member), and I are on our way. We should be there right about (Time), just like we planned. Will that work for you?"
"Great! Well (Customer), we'll see you in a little bit. Good-bye."
Customer Questionnaire:
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Did you park the truck on the street?
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"Hi! I'm (Your Name) with Peak Structural. As I said on the phone, I am your Crew Leader and I will be taking full responsibility to make sure your project goes as smooth as possible. Just so you know, I have been with Peak Structural for (Number) years, and I install systems like this every day of the week, so you are in good hands. If you have any questions during the installation, please feel free to ask me. (Hand customer your business card)."
"I want to introduce you to the crew that's going to be helping me out today. This is (Crew), and this is (Crew). (Your crew should say hello and shake the customer's hand). They are going to start unloading the truck and getting ready to start working while I go over the project with you. Is it Okay if they back our truck into your driveway? Great."
"(Customer Name), I have your Proposal here, and it looks like we will be installing (System/Products) for you today. Is that correct?"
"Okay, great. Before we take a look at the work area, there are a couple of questions that I would like to ask you. Would that be Okay?" -
What are your Main Concerns in getting the project completed?
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What can I do to make this process as painless as possible for you?
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Will you be staying home while we are working or will you be leaving?
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What is the best phone number to contact you with any questions?
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Is it okay if we put up a sign in your yard for the duration of the project?
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"Alright, great. Let's take a look at the work area and make sure we have a great plan before we get started."
Customer Walk Through
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Select the work being competed:
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Anchors
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"According to the Proposal it looks like we will be installing Geo-Lock Wall Anchors here. OK, let me describe what the installation process is going to look like. The entire process will most likely take us (Time Frame). I'll do my best to keep you informed along the way."
"We will be placing floor tarps down in the areas we will be working. Our installation will be noisy at times because we will be using pneumatic tools to complete the project. We have many tools and products to get into the basement, would it be OK if we open a basement window to get our things inside?"
"Outside we will be auguring (or hand digging) holes with the help from our lawn tractor. We will use tarps around the hole to pile the dirt on and avoid as much damage to your lawn as possible."
"I will be inside guiding the heavy-duty rods out to the holes, while (Crew member) will be outside setting the Earth plates. Once all of your Anchors are set, we will perform the tightening procedures to permanently stabilize your wall(s)."
(Address any additional expectations according to the job)
"When we are all complete, I'll show you the final product and give you further explanation about everything, including the tightening procedures you should follow."
"Do you have any additional instructions for us or anything you want us to be aware of?"
"OK, do you have any other questions for me before we get started?"
"Alright, we will go ahead and get started. Here is a copy of the Invoice for your records. Assuming everything goes as planned and you are happy with everything, I will be able to take care of the final payment when we are all finished up. Sound good?" -
CarbonArmor
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"According to the Proposal it looks like we will be installing the CarbonArmor here. OK, let me describe what the installation process is going to look like. The entire process will most likely take us (Time Frame). I'll do my best to keep you informed along the way."
"We will be placing floor tarps down, and hanging plastic to confine the work space as best as we can. We do recommend to turn the furnace/AC off during our installation to prevent dust from collecting inside your ductwork and spreading throughout the house. Is it OK if we turn that off?"
"You can expect a little noise during the beginning of the installation because we will start by scarifying the wall surface at each location to remove imperfections and residues. Then we will completely clean each location. And lastly, we will carefully bond the CarbonArmor system to your walls."
(Address any additional expectations according to the job)
"When we are all complete, I'll show you the final product and give you further explanation about everything."
"Do you have any additional instructions for us or anything you want us to be aware of?)
"OK, do you have any other questions for me before we get started?"
"Alright, we will go ahead and get started. Here is a copy of the invoice for your records. Assuming everything goes as planned and you are happy with everything, I will be able to take care of the final payment when we are all finished up. Sound good?" -
Piering
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"According to the Proposal it looks like we will be installing (Push/Helical) piers here. OK, let me describe what the installation process is going to look like. The entire process will most likely take us (Time Frame). I'll be sure to keep you informed along the way."
"We will begin excavating the area using our excavator (or hand digging). We will place a tarp down on the lawn to pile the dirt on and avoid as much damage to your lawn as possible."
"Our first goal with your installation will be to set the first pier. This will give us an understanding on what we can expect for the remainder of the piers to be installed and an opportunity to communicate with you about any changes that may be necessary."
"After we have all of the piers installed, which should be around (Time Frame), we will be ready for the stabilize and lift process. Ideally, we would like to have you here for that so you can verify we are getting the results you want. Will that work for you? OK, I'll give you a heads up before we are ready for that."
(Address any additional expectations according to the job)
"When we are all complete, I'll show you the final product and give you further explanation about everything."
"Do you have any additional instructions for us or anything you want us to be aware of?"
"Okay, do you have any other questions for me before we get started?"
"Alright, we will go ahead and get started. Here is a copy of the invoice for your records. Assuming everything goes as planned and you're happy with everything, I will be able to take care of the final payment when we are all finished up. Sound good?" -
PolyLEVEL
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"According to the Proposal it looks like we will be installing PolyLEVEL in your (area). So I can hep you best, could you explain to me the results you would like to achieve here?"
"OK, not let me describe what the installation process is going to look like. The entire process will most likely take us (Time Frame). I'll do my best to keep you informed along the way."
"We will be drilling dime-sized holes in the slab and injecting PolyLEVEL underneath. We will lift and level out all of the slabs as best we can to achieve your desired results. Just so you know, when lifting concrete, there is a risk of cracking the slab. If this happens we will grind and seal the crack to make it water tight. When we are finished lifting, we will grout and seal all of the holes, and clean up the work site."
"Ideally, we would like to have you available for our installation today so that we can verify we are getting the results you want. Will that work for you? OK. I'll be sure to involve you when necessary."
(Address any additional expectations according to the job)
"When we are all complete, I'll show you the final product and give you further explanation about everything."
"Do you have any additional instructions for us or anything you want us to be aware of?"
"OK, do you have any other questions for me before we begin?"
"Alright, we will go ahead and get started. Here is a copy of the Invoice for your records. Assuming everything goes as planned and you are happy with everything, I will be able to take care of the final payment when we are all finished up. Sound good?" -
PowerBraces
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"According to the Proposal it looks like we will be installing PowerBraces here. OK, let me describe what the installation process is going to look like. The entire process will most likely take us (Time Frame). I'll do my best to keep you informed along the way."
"We will be placing floor tarps down in the areas we will be working. Our installation will be noisy at times because we will be using power tools to complete the project. We have many tools and products to get into the basement, would it be OK if we open a basement window to get our things inside?"
"We will be mounting the tightening assembly to your floor joist system, and locking the bottom of the PowerBraces to the floor (footing). Once we have all your PowerBraces set, we will perform the tightening procedures to permanently stabilize your wall(s)."
(Address any additional expectations according to the job)
"When we are all complete, I'll show you the final product and give you further explanation about everything, including the tightening procedures you should follow."
"Do you have any additional instructions for us or anything you want us to be aware of?"
"OK, do you have any other questions for me before we get started?"
"Alright, we will go ahead and get started. Here is a copy of the Invoice for your records. Assuming everything goes as planned and your are happy with everything, I will be able to take care of the final payment when we are all finished up. Sound good?" -
CleanSpace
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"According to the Proposal it looks like we will be installing the CleanSpace system here. OK, let me describe what the installation process is going to look like. The entire process will most likely take us (Time Frame). I'll do my best to keep you informed along the way."
"We will be placing floor tarps down to make a walkway from the work area to outside. We will begin by removing all organic material from the crawlspace. Is there anything in there you would like us to save for you?"
"We will level off the dirt as best as we can, then begin to install the CleanSpace and seal everything air tight." (Talk more about system if additional products are going to be installed)
(Address any additional expectations according to the job)
"When we are all complete, I'll show you the final product and give you further explanation about everything."
"Do you have any additional instructions for us or anything you want us to be aware of?"
"OK, do you have any other questions for me before we begin?"
"Alright, we will go ahead and get started. Here is a copy of the Invoice for your records. Assuming everything goes as planned and you are happy with everything, I will be able to take care of the final payment when we are all finished up. Sound good?" -
Waterproofing
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"According to the Proposal it looks like we will be installing (Waterproofing System) here. OK, let me describe what the installation process is going to look like. The entire process will most likely take us (Time Frame). I'll do my best to keep you informed along the way."
"We will be placing floor tarps down, and hanging plastic to confine the work space as best as we can. We do recommend to turn the furnace/AC off during our installation to prevent dust from collecting inside your ductwork and spreading throughout the house. Is it OK if we turn that off?"
"Our installation will begin with some noise because we will be using jackhammers to break out your concrete floor near the walls. Once all of the concrete is removed, we will set the sump pump and WaterGuard in place, re-concrete the floor, and install the discharge outside."
(Address any additional expectations according to the job)
"When we are all complete, I'll show you the final product and give you further explanation about everything, including a maintenance schedule we have available."
"Do you have any additional instructions for us or anything you want us to be aware of?"
"OK, do you have any other questions for me before we started?"
"Alright, we will go ahead and get started. Here is a copy of the Invoice for your records. Assuming everything goes as planned and you are happy with everything, I will be able to take care of the final payment when we are all finished up. Sound good?" -
SmartJacks
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"According to the Proposal it looks like we will be installing the SmartJack system here. OK, let me describe what the installation process is going to look like. The entire process will most likely take us (Time Frame). I'll be sure to keep you informed along the way."
"We will be placing floor tarps down to make a walkway from the work area to outside. Our installation will be noisy at times because we will be using power tools to complete the project."
"We will begin by excavating the holes and installing the footings. Then we will customize the SmartJack system specifically for your house and attempt a lift to get everything as level as we possibly can for you. Ideally, we would like to have you here for that so you can verify we are getting the results you want. Will that work for you? OK. I'll give you a heads up before we are ready for that."
(Address any additional expectations according to the job)
"When we are all complete, I'll show you the final product and give you further explanation about everything."
"Do you have any additional instructions for us or anything you want us to be aware of?"
"OK, do you have any other questions for me before we get started?"
"Alright, we will go ahead and get started. Here is a copy of the Invoice for your records. Assuming everything goes as planned and you are happy with everything, I will be able to take care of the final payment when we are all finished up. Sound good?" -
Did you properly set expectations for jackhammer noise?
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Did you properly set expectations for some dust?
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What is the expectation for the project schedule? (___Days/___Hrs)
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Is there ANYTHING else our team should know before we get started?
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Based on our contract your PAYMENT SCHEDULE is:
Project
Choose Project Type:
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Waterproofing:
Start of Project
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5-7 Before Pictures are Required
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Before Pictures
Picture
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Before
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Did we plastic off our work area and customer property?
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Did we use adequate drop cloths to protect customer property?
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Did we put up a yard sign?
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Is a Crawlspace Respirator needed?
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What is the reading from the gas alert meter?
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CO
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Is carbon monoxide present?
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This will need to be remediated by the homeowner prior to work.
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LEL (Lower Explosive Limit, <10% acceptable)
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Are LEL levels higher than 10%
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If so, periodic testing is required during exposure to crawlspace. Document readings each hour.
LEL Reading
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Time of Documentaion
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Reading
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O2 (Oxygen, 19.5%-23.5% acceptable)
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H2S (Is Hydrogen Sulfide present?)
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Are medical grade respirators required on this job?
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Continuous testing of the confined space is required
Gas Readings
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Time of Reading
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O2 (Oxygen, 19.5%-23.5% acceptable)
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H2S (Is Hydrogen Sulfide present?)
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Is an evacuation plan and emergency action plan in place for the crew? Please write evacuation plan below.
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Does the crew know the route/location of the nearest hospital or urgent care?
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Find nearest EmergiCare
www.google.com/maps
During Project
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5-7 During Pictures are Required
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During Pictures
Picture
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During
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Were any unforseen challenges encountered during installation
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Explain
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Explain Products used for Waterproofing (Basements Only)
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Did we flood test the waterproofing system?
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Did we "Brand the Basement"
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Pictures of Branding
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Did customer attend the Final Walk Through?
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Explain
After Project
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5-7 After Pictures are Required
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After Pictures
Picture
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After
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Were all materials and supplies accounted for in BizWiz?
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Explain
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Did we damage the customer's property in ANY way?
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Item(s) damaged
Item
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Description
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Picture(s) of the damage
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Structural:
Start of Project
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5-7 Before Pictures are Required
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Before Pictures
Picture
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Before
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Did we plastic off our work area and customer property?
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Did we use adequate drop cloths to protect customer property?
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Did we put up a yard sign?
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Is a Crawlspace Respirator needed?
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What is the reading from the gas alert meter?
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CO
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Is carbon monoxide present?
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This will need to be remediated by the homeowner prior to work.
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LEL (Lower Explosive Limit, <10% acceptable)
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Are LEL levels higher than 10%
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If so, periodic testing is required during exposure to crawlspace. Document readings each hour.
LEL Reading
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Time of Documentaion
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Reading
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O2 (Oxygen, 19.5%-23.5% acceptable)
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H2S (Is Hydrogen Sulfide present?)
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Are medical grade respirators required on this job?
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Continuous testing of the confined space is required
Gas Readings
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Time of Reading
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O2 (Oxygen, 19.5%-23.5% acceptable)
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H2S (Is Hydrogen Sulfide present?)
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Is an evacuation plan and emergency action plan in place for the crew? Please write evacuation plan below.
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Does the crew know the route/location of the nearest hospital or urgent care?
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Find nearest EmergiCare
www.google.com/maps
During Project
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5-7 During Pictures are Required
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During Pictures
Picture
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During
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Were any unforseen challenges encountered during installation
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Explain
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Was a Pier Log Completed?
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Load picture of Pier Log
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Did customer attend ATTEMPT to Lift or Straighten?
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Did we "Brand the Basement"
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Pictures of Branding
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Were benchmarks installed?
After Project
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5-7 After Pictures are Required
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After Pictures
Picture
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After
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Were all materials and supplies accounted for in BizWiz?
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Explain
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Did we damage the customer's property in ANY way?
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Item(s) damaged
Item
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Description
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Picture(s) of the damage
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POST-JOB WALK-THROUGH:
"OK (Customer Name), we are just finishing up and I thought this might be a good time to look over the job with you. Would that be alright?" (Continue talking about the system. Point out all areas of the product/installation)
"I also have a Quick Tips handout to give you. This has answers to the most common questions customers usually have after an installation like this. The main things for you to keep in mind are..." (Continue to explain the material on the Quick Tips handout.)
"OK, and do you have any other question for me? Are you satisfied with the work?" (If there is anything you can do to make the customer happier, do it.)
"Great, then the final thing we need to do is take care of payment. How would you like to handle it?" (Proceed with collecting final payment.)
"Well, (Customer Name), it was a pleasure working for you these last few days. We are actually doing a competition amongst the crews right now to see who can get the most online reviews. So if you are extremely satisfied with me and my crew, we would really appreciate you taking time to give us a 5-star review. Here is a card with more information (Hand customer the WOW service card), and please remember to mention us by name so that we get credit in our competition. My company and I take great pride in serving our customers and this is one way that my crew can be recognized for it. Thanks again, and let us know if any questions come up." -
Did customer attend the Final Walk Through?
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Explain
Customer
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Please tell us what we can do to improve your experience with Peak Structural.
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Please select one of the options below
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Signature
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Comments
Finalize
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Foreman Signature
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Co-Foreman Signature
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Notes
