The Walk Through, how to use it to build a team between sales and production

1. The Walk Through, how to use it to build a team between sales and production It Can Be Done

2. Teamwork • One of the most important aspects of teamwork is, how do you judge if you are successful? • You are successful whenever you make a co-worker successful. • The walk through is where the RC makes the HRS/PM successful, the RC sets the tone for success, by addressing allowances, payment schedule, the T&M work order and passing the job on to the HRS/PM. • Everyone needs to be positive and work toward the common goal of client happiness.

3. Questions you should never have to answer, being proactive Client would ask: • Do we need to be home? • How much disruption will there be? • How long will this project take? • Will you do this additional work? / when? • Do I need to make this payment today? • Do we have to move anything? • What about my pet(s)? • I thought that was included…KNOW THE CONTRACT! Anticipate questions and be prepared ! This is a great opportunity to build value !

4. HRS Package • HRS receive Job packet min. 48 hours before Preconstruction Walk-thru for review • What are they reviewing? Contract, estimate, selections, subs, special orders, allowances, blank flow chart (to be filled out at walk-thru) • If HRS has serious problem with contract or estimate, they should bring it to the attention of the Owner/PM before the walk-thru

5. Preconstruction Walk Through • Scheduled 4 to 7 days after final contract approval • 1 Hour Event, so slow down and take your time - this is the planning phase of the project • Hints- Always use the noun we, do not use “I” or “you”

6. Preconstruction Walk Through • Example: WE need to get the selection made, WE will complete this first. Address Allowances during the walk thru, a timeline for closing them out and how they get closed out • 15 min before a walkthrough, HRS, RC, PM will meet nearby the client’s home to review contract and prepare for walkthrough, arrive together, on time

7. Preconstruction Walk Through • Handoff: RC, PM, HRS to work together - RC meets & greets and sets agenda • HRS starts building trust and the relationship with the client • By building rapport with personal questions. (examples: ask about car, pets, children, etc…) • Most important be yourself and be friendly

8. Preconstruction Walk Through • RC reviews contract with owner as they walk the job, HRS is taking notes, measurements for material list, telling the owner the when, how and where of the various steps they will take • RC to review allowances, open items and costs assigned to them during the walk-thru at the areas where they are located

9. Preconstruction Walk Through • Once complete, this is where HRS starts taking ownership of the project & asks questions, etc (reviews the pre-mailed preconstruction checklist) • RC, HRS, PM make sure that a complete& accuratematerial list for the project as well as an understanding of project is complete and understood by all parties

10. Preconstruction Walk Through • RC/PM/HRS to ask homeowner if job sign can be set and where • RC goes over payment schedule, allowances, when payments are to be made, and process for closing out the job • If you might be using a substantial completion form explain to the customer how it is used and presented. Leave a copy of the form behind, so the client can get used to the idea. • Set up your material delivery with the customer

11. Preconstruction Walk Through • RC to show blank T&M work order to client for potential homeowner added work • Can be presented as: “Mr. X, we have been experiencing some problems with (HRS’s name “BOB”) many of our clients really like “BOB” and they are always asking “BOB” to do additional work.” This is the way we handle the extra small things you would like to have “BOB” correct. Present T&M work order, and tell the client you will leave the T&M work order on the counter and they can fill in requests or “BOB” can. • The presentation of the T&M work order should create “warm & fuzzies.”

12. Preconstruction Walk Through • Final Walk through meeting on hood of truck (HRS & RC & PM) • The planning stage of the project • This is where HRS/PM fills out blank flow chart • HRS/PM/RC ask questions regarding the project (working together) • Who what where of special materials orders etc… resolve all outstanding issues • RC,PM,HRS go back to the owner at this time and resolve any issues • Go over checklist, how many did we hit? • HRS / RC / PM, do cloverleaf (door hangers)

13. RC / PM – Special Orders and Off the Shelf Items • Small special orders to be delivered to office • Larger special orders – speak to suppliers about holding product until start date of project and then deliver to the job site • Have the material delivered to the job the HRS is currently working on, so it can be checked and loaded for the next job • Delivered to your storage facility if applicable • Delivered to HRS’s house

14. HRS Part 2 • HRS confirms schedule/date of job per Office Manager ( OM, PM, call client to firm up start date) • Orders; picks-up (accomplished night before) or has delivered all non-special order items or ideally has had the order emailed immediately after walk through to local lumber yard and had the material delivered. • Workday is 8-4:30 for max. production, material procurement is to be done after 4:30 or before 8am (this time is paid) • HRS MUST START JOB ON TIME!!

15. HRS Job Start • HRS to plant job sign in approved location • HRS to cloverleaf door hangers • HRS starts at 8am, works till 4:30 • HRS PICKS UP START CHECK! • HRS calls (during construction of project) OM/PM to give status of progress remaining/ time commitment / expected completion • HRS to do the agreed upon contracted work first; then T&M work last, if possible

16. HRS • HRS/PM do final walkthrough with client • Larger jobs the HRS needs to do a walkthrough when the job is 85% done • When 100% done conduct a final walkthrough with the client. On larger jobs the pre-presented substantial completion form will be filled out. • HRS asks for referral and final check (T&M/ change orders to be included) Says thank you to client. • HRS to cloverleaf again • HRS returns job packet to OM with all receipts/project documentation

17. Job Reviews • Focus on the positive • Avoid personal and negative comments • If something can be learned from a negative share it but don’t dwell on it • Working together builds team atmosphere • Remember you will not have a team until the word is used freely by everyone and starts becoming self-managed

18. Teamwork • Job Reviews • Focus on good jobs • Why did they come out good • Who was working on the job • Who sold the job • Assign good blame on why the job came out well • Bad Job Reviews • It’s too late anyway, everybody is already tired of hearing about it • Serves as lack of positive reinforcement • If there is something important, talk about it then move on, don’t beat an already dead horse Team meetings, suggested time, Friday afternoons

19. SUCCESS • Remember the HRS/PM is the backbone of profitability and future successes • The walk through is where the team sets them up for success • They cannot do it alone, they need everybody's help to be successful