Lowe's Training Pamphlet

CUSTOMER EXPECTATIONS

Final Pricing The initial purchase order is an estimate of the projected price of your countertop project. The final price will be determined after the field template has been completed. Material Refer to the product section of this booklet to explain material expectations to your customers. Preparation by Customer • Decision maker over 18 must be on-site • Cabinets level, plumb and secured to the walls/floors • Removal of exisitng countertops • Customers can purchase tear-out and haul away through our program • Sinks, faucets and appliances must be on-site at the time of template • Apron front sinks must be set in final resting position • These items are needed on site since they will require a cut out • Please note incidental damage may occur at time of install Scheduling • Measure/Field Template Date: The fabricator will call within 3 business day after the order is received to set up a time to measure/field template the countertop. • Installation Date: Fabricator will call the customer to schedule the installation date after the field template has been performed. • Time Window: All field template and installation dates will be scheduled directly with the cus tomer with the understanding that a 3-hour window of time for arrival will be given. • Cancellations: Template appointment cancellations require (1) business day prior notice during normal business hours. Installation appointment cancellations require (3) business days prior notice. Installation • Seams: seams will be placed at the discretion of the fabricator. Please see page 35 for more information about seams. • Backsplash installation: Please see backsplash information on page 23-25. • Installation Sign-off: After the countertop is installed, the customer will sign a Confirmation of Completion to confirm the customer’s satisfaction with the quality, fit and damage-free condi tion of their new countertop. • Cleanup: The job site will be left in broom-clean condition. Encourage customers to drape or cover areas where they do not want dust. Cancellation/Return Policy 3. Template completed and then customer cancels order – CFI receives local store detail fee. 4. Fabrication complete, customer cancels order, but top not installed - CFI receives 75% of P.O. cost. 5. No refunds on installed goods. Access the whole Customer Expectation Sheet in the document library in Sage Sync. 1. Contact your allen + roth CFI immediately for all returns/cancellations. 2. Countertop cancellation prior to template date – CFI receives 0%.

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