The Inspired Insider
Weekly Newsletter | 08/29 - 09/04
News of the Day
- If you are available to travel and assist in other markets please email firstname.lastname@example.org
- Penmarc will NO LONGER hold the LIVE Inspired Calls on Tuesday afternoon. In the past, Marketing has sent out an email reminder for this call and I wanted to make you aware that this will no longer be necessary. PEN will record the call and email it to Marketing to be included in the inspired Insider going forward.
Shout Out of the Week:
Daniel Nelson, Installer
"While reaching out to schedule a customer’s Service Order, she had high praise for Dan Nelson who made her installation such a great experience. The Customer said that Dan was meticulous with his work and a gentleman, and that Penmarc made her installation a great experience."
Being a Good Team Member
Did you miss last month's Leadership Live? Don't sweat it!
Watch the video above, answer the questions at the end, and submit your answers to email@example.com to receive credit.
Inspired Call Summary
Inspired Call Summary:
Penmarc Inspired Podcast - September 1, 2021
Lisa K. Orlando – Director of Field Operations
Your Haiku for today….
Fall in love with Elfa
We install Standard Covers
On every space period
All Haiku fun aside, Standard Covers should be installed 100% of the time. I actually went back and did a quick search, and we have mentioned the exact words “Standard Covers should be installed 100% of the time” 19 different times over the past year in these calls. Therefore, there should be no question in your mind about the expectations.
Recently your Market Manager sent each of you a text message relaying that Standard Covers should be installed 100% of the time and that failure to do so may result in loss of pay due to poor craftsmanship, or you may be required to return to that job on an unpaid service order to install the Standard Covers. Repeated failure to install Standard Covers, with or without customer complaints, may result in being removed from the Penmarc schedule altogether.
As a reminder, no installer should talk a customer out of Standard Covers because you don’t like to install them. When customers go back to TCS and say, “My installer told me that I don’t need these, so I’m here to return them.” All TCS hears is money flushing down the drain and seeing revenue loss due to Penmarc, which tarnishes our brand reputation and yours.
If, for whatever reason, you get that 1 and 100 customer that walks up to you as you’re installing Standard Covers and says, “I don’t like those, don’t install them.” We expect to see a summary of that interaction in your general notes.
Your best bet, install Standard Covers 100% of the time.
The Rumor Mill!
I will share that there is a confirmed rumor that roughly 30 new Elfa products are coming soon. All of the new products are updated versions of what already exists today. So for example, and updated Top Track with no notches or top lip. New Hanging Standards with a hole at the bottom to eliminate Standard Wall Clips. AND new Standard Covers that are softer and easier to cut! I will say that the Standard Covers roll out may not come with the first round of new products, but we have on good authority that TCS hopes to have them out within the next six months.
Extra! Extra! Read all about it! Top Grossing 1099 InstallersShrink Job Scopes by Planning Ahead!
That’s right folks, planning ahead leads to more income, especially for those who install Avera and Laren systems.
Avera and Laren jobs land on your schedule two to four weeks (sometime even earlier) before the job start date. It is YOUR RESPONSIBILITY to review the job plans and connect with our coordinating team if you feel the number of days allocated for the job needs to shrink or grow. Additionally, we encourage you to do this as far in advance as possible so that the opportunity to add or block additional jobs can take place. Note that additional jobs are unlike to get added if we only get a few days’ notice.
To assist each installer in the planning process, we are working towards adding the ISV spaces photos and measure sheets to the Job Plans here in the near future.
I can tell you from experience that installers that are good about planning ahead and communicate job scope changes in advance end up with more jobs, and ultimately more income.
The Container Store’s Elfa promotion begins this Friday, September 3, 2021. This promo takes the place of the Shelving Sale. The Elfa promotion is a graduating discount: the more a customer spends, the larger the discount, up to 20%.
Some markets have been fairly quiet over the last few weeks, and this is a typical trend before a big sale. Store staff tends to hold on to their sales in anticipation of offering the discount to customers. While this is not the same as the Shelving Sale, last year’s Shelving Sale promotion produced almost 400 Installation orders on the first day of the sale. This year, we do predict a very high volume of installation orders on Friday.
We are going to be busy – YOU are going to be busy, so stay healthy! Stay flexible and get ready for the ride!
This month’s Safety topic is Inclement Weather focused. While we do not service the Louisiana area(TCS does not have stores in Louisiana) our hearts go out to those who are dealing with the destruction from Hurricane Ida. We know the remnants of the storm are affecting the east coast in Georgia and further east.
We ask that each of you be mindful of being safe and communicate to us if Inclement Weather affects your day or future jobs.
Spirit of Excellences
We’ve received some positive feedback from TCS and TCS Customers over the past weeks and wanted to give Kudos to those installers providing top-notch customer service.
Cole Kemmer (W2-Memphis, TN)
“Cole did an amazing job and really seems to care about making sure his customers get what they need and want! Highly recommend him!” – Submitted via email directly from an installation customer
Daniel Nelson (1099- Philliadelpha, PA)
“While reaching out to schedule a customer’s Service Order, she had high praise for Dan Nelson who made her installation such a great experience. The Customer said that Dan was meticulous with his work and a gentleman, and that Penmarc made her installation a great experience.”
– Submitted via a Penmarc Coordinator
Mohammad Tohiso (Subcontractor- Los Angeles, CA)
“A customer provided some feedback on her recent installation. 1st & foremost- She said the Installer was great! He did a great job, worked hard (and long!), and got everything done.” - Sumbitted via TCS Store Design Consultant
Ty Mitchel (Subcontractor – Rockville, VA)
“I just wanted to let you know that I had 4 closets installed today and the installers were awesome. They were polite, neat, quick, and communicated everything to me very well.” – Sent in to TCS Installation Services, and they forwarded it along to us:
We are Hiring in Targeted Markets!
The markets with the greatest need are:
- Pittsburgh, PA
- Richmond, VA
- Washington, DC
- Annapolis, MD
- Greater Philadelphia, PA area including north Delaware
- Atlanta, GA
- Nashville, TN
- Charlotte, NC
- Raleigh, NC
- Travel Installers based in South Texas, North Carolina or the Greater DC area.
- Greater Los Angeles area
If you know someone in any of these areas that you think would be a good fit, let us know! To sweeten the pot a little, if you successfully recruit a new installer (1099 or W2) that stays on for at least 90 days, there will be some free swag and cool new tool in for you. If you know someone or have someone you think we should contact, connect with your market manager or me.
That’s all for today everyone.
Thank you all for your efforts each day! Keep it up – stay the course and stay safe.
Lisa Orlando - DFO
Inspired Call Questions:
We want to hear from you!! If you have any questions that you would like to be answered and discussed during our Inspired Call each week please email those to firstname.lastname@example.org.
Measurement and ISV
Happy Workiversary to:
Week 08/29 - 09/04
3 years - Melissa Sledge
Happy Birthday to:
Week 08/29 - 09/04
No birthdays this week.