Start-Up Guide #9: Perfecting Installations
The last thing your customer remembers is the installation. If the install goes smooth and the countertops are the best quality then you’re set; you’ll get that 5 star review!
For your best chance at a successful install, start with templates. We've talked about sink templates in past guides. Have clear communication on the template process. Make sure whoever is in charge of templates communicates well with your sawyer. These two have to work as one person. If there are constant errors in their work after adequate training, one of them needs to go.
The homeowner will be drawing conclusions about your company based on your installers. Little things matter, and will likely determine if you receive a referral.
Your installers need to communicate with homeowners and show up on time. They should be wearing company shirts and have a clean, well groomed appearance. It’s important that the homeowner feels safe and at ease letting your installers into their home. So if there needs to be adjustments made to your install team, then make them.
It’s also important that your installers leave the home as clean or cleaner than they found it. Nothing will blow a 5 star review faster than the installer leaving a mess behind.
If an average install is going over 4 hours, as an owner it would be a good idea for you to ride along on the next install. Doing so will give you some insight into possible areas to improve. When you’re present on a few key installs throughout the year, your team will learn from your example. If you set a good one it will help sculpt your company for years to come. You’ll also see common areas where carts, seam setters and other tools will help speed the process.
Your install team needs to be strong enough to handle stone. If someone can't install without risk of injury, you need to move them off the install team. Another option is to get the right installation tools. This may involve a power lift cart: https://www.accuglidesaws.com/omni-cubed-pro-lift-automatic
If one of your workers does sustain an injury, it may set them back for years. It will also set the company back financially. So it’s a good idea to be present on installs from time to time. Your eyes on the installation process can help prevent problems before they arise.