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Weekly Wednesday | 04/04 - 04/10

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News of the Day

 

 

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Employee Spotlight of The Week!

Shout out of the Week: 

Evan Diganto, Houston Market

 

 

“Evan did an amazing job on our Laren closet, his professionalism and attention to detail really made the install process smooth! We love our closet thank you so much!”

 

 
- The Container Store Customer

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Inspired Call Summary

04.06.2021

 

 

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Hello Everyone, and welcome to April 2021!  
 
In a recent meeting with our partners TCS we learned of an upcoming promotion for Avera. While we do not have many details on the discounted amount, TCS has indicated that they expect the promotion to one of their best yet (for Avera specifically). The promotion begins on April 19 and runs through May 26.
 
During my last Inspired Call, I went over some guidelines for conducting ISVs (Installer Site Visits), and with the upcoming Avera Sale, we expect to see more ISV coming quickly. Even if you are not an Avera or Laren lead installer, you can and will conduct ISVs, so today I'm going to reiterate some guidelines and go into more depth about the importance of clean, accurate, and timely ISVs.  
 
Measures and ISVs
Measures and ISVs are not glamorous or lucrative on their own, but they are the lifeblood of the business and done well, pave the way for success in all areas of the business, including your business.  

 

Measures and especially ISVs are pending sales and pending installs nothing can move towards closing the sale until the Measure or ISV is completed. Think of an ISV as a check that cannot be cashed until it has your signature. In other words, not submitting these in a timely manner or accurately means that we (TCS and Penmarc) will potentially lose a sale/install opportunity. When we say they are the lifeblood of the business – we mean it.  

 

I hear installers tell me, "I never get complaints about my ISV or measures from the store…" but unless you've heard the words, "Wow, you do amazing ISV and measures every time!" from your Market Manager or me, then there's room for improvement.  
 
There are three things I want each of you to think about while conducting a measure or ISV:
  • Put yourself in the designer's shoes
  • Don't make assumptions and omit information
  • Treat the ISV as if your best friend will be the one doing the install
 
TCS Designers have the tough job of selling space, and it's also a particular skill to work with the design system to create a great design. Luckily, we are installers and not designers, but most of us have worked with these systems long enough to know a thing or two about how they are designed. So think through what you would want to know if you were the one planning the space without ever seeing it with your own eyes.  
 
Also, think about what you would want the Measure/ISV documents to look like - Can you read the handwriting? It is clear what wall or space you are referencing? Is everything crammed onto one page, making it hard to understand? I want each of you to go to Amazon or Office Depot today and buy a pad of grid paper – elevation drawings can always go on another sheet of paper as long as it's labeled correctly (Customer Name, Space Name, and Wall reference).  
 
That leads to my second point, do not make assumptions and therefore omit relevant information. Remember, the Cruxos app questions are used internally by Penmarc to collect data, and TCS only uses the information provided on the uploaded Measure Sheets. This means that any information you deem necessary for the designer and TCSIS to know, you must document it on the measure sheets.  
 
Here are some common assumptions I hear:
  • "I measure to the center of the obstruction because that's how construction blueprints work."
 
This is not a commercial construction project, and TCS designers are not architects. Therefore, a measurement to the center of an obstruction needs to be called out in your notes. In fact, I discourage this method.  
 
  • "I didn't put the outlet size on there because it's just a standard outlet, and they're all the same size."
 
Not okay, and not true. All obstructions need a location measurement and a size measurement.  

 

  • "The light fixture was definitely far enough from the wall, so I didn't need to measure it."
 
The only person that knows that is you! Always measure each obstruction (size and location) to SHOW evidence that it does or does not interfere.  
 
  • "There’s was a lot of stuff in the customer’s space so I had to guess a little."  
 
If space crowed and you cannot get an accurate measurement, consult with the customer to have them move what’s necessary to get an accurate measurement.  
 
Also, we highly suggest that each installer have a Laser Measure device to help pull longer wall measurements and ceiling measurements.  
 
This brings us to my third piece of advice, conduct the ISV/Measure as if your best friend will complete the install. In other words, what would you want to know if you were walking into the install blind? The more detailed we are about the installation environment – highrise vs. house, loading dock areas, parking situations, operation hours, rooms on the other side of the walls, elevators, etc…- the better plan we can put together for whoever does the install.  If you see something, say something (Or write something).  
 
And I've mentioned this before - we do not have full control of who does the ISV vs. who does the install. We want to have it be the same person, but it simply doesn't work out that way, given that the customer schedules their ISV while in the store with TCS 9 times out 10.  
 
ISV/Measure Authorization
The next topic I want to cover is calling your Market Manager for Authorization. All installers should contact their Market Manager for the final Authorization of a measure and ISV. And contrary to popular belief, your Market Manager isn't sitting at home eating bonbons all day waiting on your call. In many cases, they are in the field as you or multi-tasking escalations and job follow-up. So help each other out by following these tips and general guidelines for Authorization contact:
 
  • Always contact your Market Manager for Authorization before leaving the site.
 
It's likely we will have questions, suggest additional photos or measurements, and you can only obtain that information if you are still on-site.  
 
  • Upload your photos to Cruxos and text message photos of your measure sheets to your Market Manager before you upload them.  
 
By text messaging the measure sheets, you allow your Market Manager to suggest changes and allows you to make edits and avoid duplicate photos, and the "where's waldo effect".  
 
There are several extra steps to deleting photos in Cruxos, and this allows only the final version of the measure sheets to appear in Cruxos and be sent to TCS.  
 
  • If you have more than two spaces, send a message (along with pictures of your measure sheets) to your Market Manager to review after each space is complete.  
 
This speeds up the Authorization process and ultimately gets you off to your next job sooner.  
 
  • Double-check that all photos and measure sheets are uploaded before leaving the job site.  
 
TCS waits with bated breath to cash that proverbial check so ensure you close out the job asap!  
 
ISV Extra Steps
Don't forget the extra steps needed for Production Measures (ISVs). Remember, an ISV means that a TCS designer has developed a full Avera or Laren design for a customer (check in hand!), and site information and size verification is need before the sale is closed and parts are manufactured (cashing the check!). The main purpose of an ISV is to look at the plans and confirm that what's drawn will fit accurately in the space.  
  • Start an ISV by reviewing the design found under Job Files in Cruxos before starting the measuring process to get a sense of the space and the critical areas of interest, but at this point, don't review the design in too much detail as to not let it bias your measurements.  
  • Draw your Birdseye View layout to match the same layout and wall placement as the design.
  • Proceed to measure the space and create a layout drawing.
  • Next, compare the design to your layout and look for areas that do not match.  
  • Review both the Birdseye View and Elevation designs under Job Files in Cruxos, looking for known or unknown obstructions, ceiling heights, etc…  
  • Remeasure any areas that do not align and take additional photos of these areas.
  • The depth of the system must be considered; therefore, ALWAYS measure walls and obstructions that are adjacent to the walls where the system will be installed.
  • Add notes about additional parts that may be needed, such as trim, back panels, and why in the notes section on the measure sheet.  
 
Photos Can Be the Difference Maker
Photos tell the story of the space, so do not skimp on taking photos.  
  • Each space should have pictures of all four (or more) walls.  
  • Photos should include the ceiling and the floor.
  • Seek additional photos for anything unusual or interesting about the space such as slanted ceilings, odd obstructions, or wall type particulars.  
  • Photos should be clear and free from as many objects as possible such as ladders and tools.
  • Ensure all obstructions such as switches, outlets, and light fixtures are represented in the photos.
  • I suggest bringing ABC Wall Cards which are index cards with big bold Letters (in sharpie) A, B, C, D, etc… and lay them out on the floor in front of each wall. This way, when you're taking photos, there's a very easy visual guide to which wall the picture references.  
(In fact, if you made it to the end of this call or read out – Your Market Managers will be on the lookout for installers using these cards. Any installer we see using them will get a special gift from me!)  
 
Your Market Managers can and will provide additional training and guidance on all things Measure and ISV-related, and if you would like more information, please reach out and let us know.  
 
Stay the course, stay safe and stay in touch. Thanks.  

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Measurement and ISV

 

 

Download the Measurement and ISV here --> DOWNLOAD NOW

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Happy Workiversary to:

 

Week 04/04 - 04/10
 
No Workiversary

 

Happy Birthday to:

 

Week 04/04 - 04/10
 
Apr 4 - Stacey King

 

Apr 6 - Daniel Nelson

 

Apr 7 - Charlie Turner

 

 

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Shout Out

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