Vol. 1 Issue 9 7.01.2014 Message to Install Partners 4 th of July Readiness Quiz! Top Provider Performers Recognition ~ In Home Compliance Corner: ~ COS Process ~ Verifying Product Availability Dates ~ Resolve Problems Myths ~ Record of return (ROR) Installation partners, declare your independence this holiday weekend from roadblocks preventing you from meeting the quarter two goals. Q2 performance goals are challenging, but we at Sears are committed to seeing you win. In the month ahead, let s work together at being freed of at least one metric that you are having difficulty meeting each month, throughout the rest of 2014. You may want to improve on your In Home score, ensuring your techs are providing stellar service and always think of you for their installation needs (team back) or perhaps providing our members their 4-hr windows as far in advance as possible is your goal, knowing the window you be onsite the next day gives our members more flexibility in planning out their events for the following day. Whichever metric is your Achilles heel, make this 4 th of July momentous through your declaration to defeat a new foe known as the 2014 Installation Key Performance Indicator that you are having trouble meeting! : Key Performance Indicators Definition Customer Survey Questions Training Course Registration Monthly News Archive Links AS Manual Updates Pre-Call Checklist Schedule Confirm Instructions Work Order Guidelines We are currently onboarding additional Contractor Managers to provide the field support you need. The National Installation Office is developing new ways to ensure you are set up to succeed on every install order. Do not forget you can access the SL Training 24/7 @ http://training.servicelive.com/ or register from one our Web- Courses at your convenience, links are provided on page 10 As always, we appreciate the level service you provide to each of our members. Our formula for continued installation success and business growth hinges on three things (The store selling it, the customer purchasing it, and you, our business partner, installing it)! ~Contractor Services Group~ 1
The 4 th of July is a great time to purchase new Appliances from Sears, we have six specials running this week (in case you re interested) that will save our members money on large appliance purchases. With only 4-Days left to the holiday, please take a moment to complete this five-question quiz to confirm your readiness for the installations that will follow. Some our installers last year saw between 50%-100% increase in install orders when compared to a normal installation week, being prepared to handle that increase is key: Firm Name: Your Score: Highest Possible Score: 100pts. Multiple Choice: For each statement, circle Yes or No. 1. You know the volume of installs to expect this year for 4th of July for the area you covered? (20pts) A. Yes B. No 2. You can flex up approximately 20% over your normal capacity for this high volume period (This may mean increased hours and days of service, additional installers required or a combination of these actions)? (20pts) A. Yes B. No 3. You have your local store manager(s) contact information to advise them of any potential service delays due to capacity to minimize Reschedules? (20pts) A. Yes B. No 4. You have the name and contact information of your Installation Contractor Manager (ICM) and will notify them of any issues that may prevent you from completing your installation orders in the timeframe requested by the member (if you do not know who your ICM is, please contact Contractor Support @ 1-888-850-2336 to obtain their information)? (20pts) A. Yes B. No 5. True or False: For the statement below, circle True or False. (20pts) True False 1. Capacity Planning requires some preparation and commitment from both Sears and you. Our intention is to meet member expectations and fulfill their needs. If we commit to these goals, we will be successful in keeping the product and installation service sold. Points Earned Holiday Sales Readiness 100 pts You are ready!!! This is a great opportunity to make more money 80 pts You are very close to being completely ready, you still have a few days to prepare. 60 pts You are somewhat ready, contact your ICM to find out what else you can do to prepare. 0-20 pts Good Luck, you are going to need it (Contact your ICM to find out what you can do for Labor day to be ready) 2
May In-Home scores are in, congratulations to all installers in the top 20! COS Process Authorized Servicers are responsible for collecting and verifying methods of payment for Change of Specifications (COS). The money is collected on behalf of Sears, and must be forwarded to Sears in its entirety along with a copy of the service order. There will be situations where some or all of this money is owed to the Authorized Servicer; however, it is Sears who owes the Authorized Servicer the money, not the member. It is 3
very important that all Authorized Servicers abide by the following guidelines for each type of payment owed to ensure any payment due will be paid, regardless of whether the form of payment is returned or authorization is declined. Failure to follow these guidelines may result in no payment due to Sears not being able to collect. Note: Any payments collected directly from a Sears Member must be reported to Sears. Cash Payments When a Member makes their payment in cash, the Authorized Servicer must complete the following steps: Provide them with a written receipt and keep one copy for their records. Deposit the cash into their company checking account. Write a check (with the correct service order number noted) to Sears for the exact amount received from the customer Forward the check (stapled to the SO) with all other paperwork to be processed. Check Payments Personal checks must be made out to Sears, not the Authorized Servicer. ALL Authorized Servicer correspondence that includes check payments should be sent to the following address: Sears (ICS) PO Box 2057 Omaha, NE 68103-2057 For overnight deliveries only, please send to: Sears ICS C/O FNIS 4528 F. Street Omaha, NE 68117 Phone: 402-633-2120 (For overnight purposes only NO CONTACTOR CALLS!) If you have any questions, please contact the National Installation Office (NIO) 888-850- 2336. Credit Card Payments If the Member intends to pay for services by major credit card, the following information must be submitted in order for the payment to be processed: Credit card type, number and expiration date written legibly on the service order *Remove all credit card numbers from all documents before scanning and attaching into ServiceLive* Full amount to be charged on the credit card as authorized by the customer 4
Obtained authorization number for all charges Member signature authorizing charges to the credit card Verifying Product Availability Dates Product Availability dates may change, below is where you can locate those changes on the service order to prevent routing on an order where the merchandise has been delayed. Prior to running the call (preferably the day before Confirm Appt call and Day of installation call), please take the time to confirm once more that the Merchandise Availability Date has not changed. Instructions for locating the Merchandise Availability Date are below. Step 1: open the Service Order and click on the Summary tab. Step 2: Scroll down to the Buyer References section to locate the Merchandise Availability Date. *Warning: Printing orders the day of receipt is not recommended, orders should be printed as close to the day of installation as possible to ensure the tech has the latest status and product availability information associated with the order.* 5
Resolve Problems Myths By definition, an order goes into you Resolve Problems queue when there is an issue or error submitted by either Buyer or Provider in regards to completion of Service Order. So what does that mean and what causes your order to go into this queue? Technician IVR Departure with issues: This will cause the status of the service order to go into the Resolve Problem queue - Action needed: Issue Resolution prior to end of day based on installer feedback (Mdse didn t fit; Home was not ready, etc.) Order Scope Changes: Job codes have been added to order, this will cause the status of the service order to go into the Resolve Problems queue - Action needed: No Action needed, the National Installation Office (NIO) will Issue Resolution on these types of orders. Myths The NIO will resolve all orders I put in Problem Status. This is not true, the NIO does not action or review all orders in Problem Status, it is your responsibility to issue resolution on all orders in your Resolve Problems queue. NIO will read all notes I leave concerning my problem order and reschedule the members on my behalf. This is not true, NIO only works the Problem queue for orders that they place in this queue (Order Scope Changes), if you have a problem that requires NIO assistance, please call the Contractor Support line 888-850-2336. Record of return(ror) This program is intended to get Sears product back to a Sears s facility as quickly as possible. Note: You must have a service order to remove product from the customer s home. Please contact the Contractor Support line at 888-850-2336 to have an order created prior to returning to members home. 1.1 MERCHANDISE PICKUP/RETURN PROCEDURES The day prior to product availability from the MDO, the Installer Pick Up/Return Log form must be completed in its entirety, listing all products to be picked up/returned to the MDO. The Installer Pick Up Log should be emailed to the MDO, and will assist in the load out process the following day. The Return form is only used when returning product that could not be installed. If picking up from the store the Pick Up/Return log is not required. *Note: Product Availability dates are subject to change, verify the day of installation that the availability has not changed. If the date has changed, contact the customer to reschedule based on new availability date.* 6
Installer Pick Up Log Sample: 7
Installer Return Log Sample: 8
Every week we provide you a report of you weekly performance, this year we want to make sure you understand how we define each goal you are rated on. Our customers want to be in the know, and so should you! The source of the measurement is in bold behind the definition. Keep in mind the survey is launched to our members within 48 hours of the technicians IVR Departure time from the home. We are using a Tier system for grading. ICM s will discuss in the weekly calls for the overall provider rating. Are you TOP TIER? Operation Excellence KPIs 1. IVR (Q2 Goal: 92) - IVR (Interactive Voice Response) (Technician in the Field) Rate measures the installers compliance requiring them IVR on both the Arrival and Departure of each installation order. 2. FTC Q2 Goal: 90) First Time Completes - FTC (Technician in the Field) measures the members response to question four on the member survey: Did it require more than one visit to your home to complete the installation? If yes press 1, if no press 2 3. On Time Q2 Goal: 96) - On time (Technician in the Field) measures the members response to question six on the member survey: Did the Installer arrive within the 4-hour window they promised prior to the installation day? If yes press 1, if no press 2 4. Reschedules (Q2 Goal: 14) Later Reschedules measures the members response to question two on the member survey: At any time, did Sears initiate a reschedule of the installation? If yes press 1, if no press 2 Member Experience KPIs 1. Order Acceptance (Q2 Goal: 95) (Service Live System) Order Acceptance measures the installers compliance requiring them to Accept the installation order within 1 business day of order routing to them. 2. Pre-Call Q2 Goal: 95) (Service Live System) Pre-Call measures the installer s compliance requiring them to contact the member within 1 business day of receiving the installation order (note: a service window is not required at the time of this event). 3. Schedule Confirm Q2 Goal: 87) (Service Live System) Schedule Confirm measures the installers compliance requiring them to provide a four hour or less service window (in the new order management tab) to the member prior to the installation day 4. In Home Q2 Goal: 75) (Member Survey) In Home measures the members response to four of the member survey questions. All questions are a 1 to 5 scale. 9
Customer service is very important to Sears and every customer that has an assembly/installation completed will be surveyed upon your IVR departure submission. Future work dispatched to an Authorized Servicer may be affected depending on the Authorized Servicer s survey scores. Below is a sample list of the survey questions. 10
Great news, you can now register for Installation Refresher courses on your terms! Currently we are holding three courses (New Provider, SPN ServiceLive and Water Shop installer Training). If you are not meeting all Sears Performance metrics, you need to attend. Class sizes are small and individual attention can be given to address the issues preventing you from meeting goal. Sears Retail Installation New Provider Training Congratulations on becoming a Sears Approved Provider. If you have not been able to attend the Intro to ServiceLive training prior to attending this course; please read pages (1-48) of your Retail Installation Authorized Servicer Manual and click on the link to view Manage Service Orders step-by-step instructions for using the ServiceLive system in preparation for this intense training session. *Note this course is intended for New Sears Approved Providers Only and may last 2-3 hours* Sears Retail Installation SPN ServiceLive Training This course will help you understand when and how to Accept Orders, Pre-Call, Time Window Confirm, timelines and requirements for the Sears Retail Installation SPN. Sears Retail Installation General Plumbing/Water Treatment SPN Provider Training This course will help you understand when and how to Accept Orders, Pre-Call, Time Window Confirm, timelines and requirements for the Sears Retail Installation General Plumbing/Water Treatment SPN. 11
We know you receive a great deal of emails from contact@servicelive.com, below are the links to some of the latest news you may have missed or had time to read! 6/4/2014: Upcoming Trainings: Retail Installation 6/23/2014: Sears Credit Card Authorization process: Retail Installation Upcoming News: July 7/15/2014: Retail Installation Authorized Servicer Manual Changes 7/15/2014: Work Order Guidelines Changes 12
One of the only constants in life is change; please review some of the latest changes to the Authorized Servicers Manual. AS Manual Changes Section Description Page # 1.4: Performance Expectations Reschedule Refusal Procedure (used only for customers refusing to be rescheduled) 2 1.4: Performance Expectations Releasing Orders Orders should not be released. Please contact Contractor Support at 888-850-2336 if you will not 2 be able to complete the install that you have accepted. 1.4: Performance Expectations Incompletes - what to do when you are unable to complete an installation 3 1.4: Performance Expectations Added Pre-Call checklist to AS Manual as best practice job aid 3-4 NA - Entire Manual New Contractor Support Number Update: 888-850-2336 NA 16.1: Support Contacts / Numbers Contractor Support Hours changed: M-F (8am-7pm) Sat (8am-5pm) Sun (Closed) EST 44 16.1: Support Contacts / Numbers Excessive Hold Time/ After Hours Policy - what to do when you are unable to reach a representative with Contractor Support team 44 13
Pre-Call Checklist The Pre-Call checklist below is recommended for use with all initial customer contacts to aid in the installation experience and ensure all expectations are set pre-install. 14
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Per your Authorized Servicer Manual, all orders must be Scheduled Confirmed the night before the Service Date. Please see instructions on how to schedule confirm your order correctly. SN Task: Sign onto ServiceLive: http://business.servicelive.com/login.html 1 2 Click on Tab 2 Go to link After confirming with the customer that you will be out tomorrow and providing them their 4-hr window. Locate the order and click on the arrow circled in red to provide the 4-hr service 3 window 4 Select Update Service Window to enter the 4-hr window 5 Click located in the right hand corner of the Update Service Window 6 Now click on the completed link to acknowledge that the Schedule Confirm was If you had to leave a voice message with your service window for tomorrow, click on the Customer not available box. If you have not already assigned the technician who will be onsite, select their name from the drop down box in the Assigned Provider section then press 7 16
8 Don t forget to contact the customer tomorrow to confirm that you are in route. 17
The Authorized Servicer must always call in from the jobsite for approval of a work order prior to completing any work. Work orders will not be approved after the fact. Work orders may possibly be approved for the following conditions when all requirements stated in the matrix below are met: Work Order Matrix Customer or Installation Location Opportunities Category Sub Category Work Order Guidelines Work Order Will be Authorized (Y/N) Trip Charge Customer was not home We do not pay for customer not at home. N Trip Charge Customer refused the installation Contact the NIO at 888-850-2336 to save the sale. If customer still refuses, a Trip Charge will be issued. Y Trip Charge Home issue / Site not ready Contact the NIO at 888-850-2336 to have them negotiate the COS with the customer. If the customer still refuses, a Trip Charge will be issued. Y Trip Charge/ Multiple Trip Charge Home issue / Rescheduling needed - unforeseen issues not discovered during the Pre Call Contact the NIO at 888-850-2336 to have them negotiate the COS with customer. If customer still refuses, a Trip Charge will be issued. NOTE: We will no longer cover the cost of multiple trips to the home due to unforeseen issues with home after first attempt. Please determine all that is needed to be done prior to second trip to home. For example, you determine that the existing dishwasher was hardwired and an outlet in needed. Review cabinetry and all other required specifications before leaving site. Y/N Trip Charge Wrong address or contact information Confirm address and contact information during Pre Call, Schedule Confirm and call ahead. We do not pay for wrong address or contact information N 18
Selling Error Opportunities Category Sub Category Work Order Guidelines Work Order Will be Authorized (Y/N) COS or Permit Customer refuses to pay additional Confirm any additional parts needed during Pre-Call to avoid second attempt. Y Customer Changes Mind Customer changes mind Contact the NIO at 888-850-2336 for Trip Charge approval while at customer home. Y Out of Area Customer lives outside of regular service area Contact the NIO at 888-850-2336 to discuss out of area Y Selling Error Opportunities (continued) Category Sub Category Work Order Guidelines Work Order Will be Authorized (Y/N) Selling Error Wrong merchandise selected Contact the NIO at 888-850-2336 for Trip Charge approval while at customer home Y Merchandise Opportunities Category Sub Category Work Order Guidelines Work Order Will be Authorized (Y/N) Trip Charge In Warranty work Contact the NIO at 888-850-2336. Merchandise needs to be returned and re-ordered. N Trip Charge Parts missing Confirm any additional parts needed during Pre- Call to avoid second attempt. Y Trip Charge Damage found on merchandise 1) Concealed and Cosmetic Damage - Contact the NIO at 888-850-2336, they will negotiate with customer; if customer does not accept a Trip Charge will be issued. Y/N 2) Damage not concealed - we do not pay for on unconcealed damage. 19
Merchandise Opportunities - Continued Trip Charge Product not available 1) Contact the NIO at 888-850-2336 to provide the contact name and unit number (MDO or store) who confirmed the product was available for pick up. We do not pay if these guidelines are not followed. Y/N 2) For product stated at customer home, a trip charge will not be paid if Pre Call was not made to confirm the customer had the product. Happy 4 th of July From: Contractor Services Group 20