In this video, we discuss best practices for product installation. We highlight the importance of consulting with customers to confirm their installation preferences and costs. Also learn about scheduling installation, conducting pre-installation checks, and confirming with customers post-installation.
If a customer is having a product delivered, there's a good chance they'll also want it professionally installed. This guide walks through the full process: discussing installation during the sale, adding install charges, scheduling the install truck, confirming with the customer, and following up after the installation.
1. Discuss Installation During the Sale
Consult with the customer during the sale to confirm whether they want the product professionally installed.
If they do, discuss the installation fees with them.
Add the install charges directly to the order or quote:
Click the Add Miscellaneous Items button.
Select the relevant install charge (for example, "Dishwasher Installation").
Click Add, then click Done.
The install charge will now appear on the order.
2. Check Technician Availability
Once you know the customer prefers professional installation:
Check the availability of installation technicians.
Confirm they're available for the customer's requested installation date and time.
When scheduling, take into account:
Technician availability
Complexity of the installation
Customer preferences
3. Schedule the Install Truck from the Order
You can schedule the install truck directly from the order:
Click Bulk Edit.
Select the relevant items.
Under Delivery/Pickup Options, select Install.
Choose the desired delivery date.
Review install truck availability:
Avoid time slots showing all zeros — this means no availability.
Look for slots with open availability (for example, a date showing 14 slots available across 9 stops).
Scheduling the Install Window
If your permissions allow it, you can select a time window directly by highlighting it and clicking Schedule.
If you don't have those permissions, you can still schedule the date:
Select the desired date.
Click Schedule.
Click Apply, then Save.
4. Confirm the Installation in the Delivery Scheduler
Once the install truck is selected for the delivery window, use the delivery scheduler to finalize timing:
Go to Menu.
Click Scheduler.
Click Delivery.
Select the delivery date.
Locate the install truck (you can confirm it's the install truck by checking All Scheduled → Truck, which shows the truck type and color).
Select the install truck to view its route for the day.
Based on how long it will take the truck to reach its next stop, set an appropriate delivery time window (for example, 12:00–2:00).
5. Confirm the Installation with the Customer
Once scheduled:
Confirm the installation date with the customer.
Provide them with pertinent details, including:
The installation date
The delivery window
Any preparations they need to make before installation
6. Log the Call Status
After contacting the customer, log the outcome in the delivery scheduler:
Click the phone icon.
Select the appropriate call status:
No Status (not yet contacted)
Unavailable (customer wasn't available)
Left Message
Available
Add any relevant notes under the Customer Notes tab.
Click Save.
Once saved, the phone icon will update to reflect the current call status (for example, turning green for "Available").
7. Complete the Installation
On the day of installation, follow these steps:
Scan out items for installation using Pocket Scan.
Conduct a pre-installation inspection to confirm the installation area is suitable and to catch any potential problems before they arise.
8. Follow Up After Installation
Once the installation is complete:
Follow up with the customer to confirm they're satisfied with the installation.
Answer any questions they may have.
Document customer feedback and note any recurring issues or trends.
Summary
Confirm installation needs and fees during the sale.
Add install charges to the order or quote.
Check technician availability and schedule the install truck from the order.
Confirm details with the delivery scheduler and set an appropriate time window.
Communicate installation details with the customer and log the call status.
Complete the installation with a pre-inspection and proper scanning procedures.
Follow up with the customer afterward and document feedback.