Orchard Supply Hardware Designer Procedures

Transcription

1 Orchard Supply Hardware Designer Procedures Appointment Overview Measure areas, draw flooring layout and determine specifications. Discuss seam and/or direction options and have client initial all seams on diagram. Price the order. Complete the required paperwork on the appointment. Collect full payment Insert copies of paperwork/receipts in the Contract folder and leave with client. Lead Notice/ Lead Results (Example on following page) The Lead Notice contains the client information to schedule the appointment. The Job Number is shown at the top of the Lead page and is to be included in all paperwork and correspondence for the client s order. Lead Results are required for every lead you receive. They are submitted through the Job Management section of the website. We require all designers to use this tool and to report each attempt made to contact a client including a sale or no sale: If there is a delay in scheduling the client for any reason submit a Job Note explaining the circumstances for the delay. (example Left message 10/1/11) If you have made several attempts to contact the client but are unable to reach them, make note of attempted contact dates. Once the appointment is scheduled submit the Appointment Date. After you go on the appointment you will need to finalize the Lead Result. Proceed to next step. For Completed Appointments confirm the date appointment took place, indicate whether or not the job was sold the day of the appointment and the reason code. This is required within 7 days of the appointment. If you fail to log in your Job Result (sale or no sale) with 7 business day, you will forfeit your $7.00 Lead Result. Client Contact If you do not make a note of your attempts to contact a client within 1 business day, the lead may be directed to a different designer. Upon receiving the final Lead Results a $7.00 fee will be tabulated for each completed appointment and fees earned will be paid out once a month (1 st check of the following month in which Lead Results occurred). All Lead Results must be received within 7 days in which the appointment took place in order for you to be compensated. Lead Result fees will not be paid on appointments from previous months. Out of Area Procedure Out of Area Mileage for Designers- There is no out of area mileage for OSH Channel. 1

2 Measure Procedure- Carpet Custom Decorators expects designers to be competent in measuring. Large or complicated jobs may be remeasured by a Custom Decorators approved installer. If you have special circumstances, please contact your Sales Manager. While at the appointment you are required to measure, price the job and write up the order. If it is determined that a re-measure is necessary, let the client know that the price is subject to change. The job must be sold before sending the installer on an Authorized Re-measure. 1) Scan and the Measure Request form directly to your installer: (a) Complete the Measure Request with client/ job info- type of flooring, and current flooring conditions and any special circumstances, etc. (b) Include your layout diagram indicating the seam placement or direction agreed upon with client. (c) It is required you check one of the boxes in the upper left corner of this form indicating the type of measure. (i) Authorized Re-measure Remeasures may be requested typically after the job has been sold and one or more of the following criteria are met: 1. Orders over 1,000 sq. feet 2. Jobs that require inspection by installer because of challenging floor plans or unusual circumstances 3. Rooms with unusual angles or otherwise difficult to determine seam placement 4. Other special circumstances (Contact your Sales Manager for approval) 2) After the re-measure the installer should return to you the completed form with their layout diagram and cut sheet. 3) Always compare the installer s information to yours to verify seam placement and other specifications are what the client originally agreed to. 4) Contact client to discuss any changes to specifications, square feet, layout or seam placement. Record any changes in specifications or charges on a Change Order form. This form must be signed by the client. 5) Make any necessary changes to the product order/ installer information and scan all paperwork to CD office for processing. Include a copy of the Measure form and Change Order form (if required). Paperwork Instructions- Custom Flooring Form #1 Custom Flooring Contract This is a duplicate form that must be ordered- replenish at Office Depot site. One copy is for the client and one is to be scanned in with the order Job Information Job No: Our Job Number from the top of the Referral Sheet Name: (Customers name) Other: (Client Member # or Frequent Shopper #) Installer: (Name of Installation company being used) Designer: (Your Name) Existing Conditions: Check off applicable information New Installation: Carpet Installs only Room Location & Carpet Install apply. Indicate Transition color. 2

3 Product Information Sku #: Write product sku. Product (Underlay): Product name and in parenthesis the cushion sku called for. o Example: Cannon Beach (384PD) Color Name / # Rooms: Please indicate all the rooms that will be carpeted. Width: Indicate whether 12, 13 2 or 15 Length: Indicate total length needed. If total length exceeds the total roll size, you must break up the order into cuts smaller than the total roll size. Total Sq Ft: Multiply Roll Width x Cut Length Unit Price: Show price per SF for the product. $ Totals: Show the extended total, SF x Unit Price. UNBUNDLING Deductions for removing services normally included in the Unit Price, such as deducting for no Furniture Move, should be deducted on its own separate line in the product section. PROMOTIONS Indicate any promotion discounts on the last line of the product section. Percentage discounts apply on the total price after any Unbundling discounting has occurred. Labor Service BUNDLED SERVICES Services being rendered as part of the bundled price should be indicated in this section. Other Services: Indicate the sku, service description, then under notes, indicate the price per each unit of service and total # units should be shown. Then the extended total on the right hand side. Disclaimers and Total Subtotal: Add product subtotal from mid-page to all additional services and calculate new Subtotal. Tax: Calculate tax if applicable. Carpet Assesment: California Only Add in the required California Carpet Stewardship fee. Take the total Square Feet of carpet, divide by 9, than multiple by $0.05 to determine the fee. o Example: 595 SF of carpet / 9 = 66 x $0.05 = $3.30 Carpet Stewardship Fee o This fee is collected to promote the recycling of carpet in the state of California. Total: Compute final total. Disclaimers: Cover in detail each disclaimer shown. Order Comments: Any special considerations should be entered here, ex. Allowable days of the week for install, furniture concerns, special timing considerations (wedding on 25 th ), etc. Reservation Number: Use space provided to note Reservation Number for carpets you have placed on reserve. It is the designers responsibility to maintain the reserve with the manufacturer up to 48 hours AFTER the order is submitted. Installation Date: ASAP box will normally be checked, use Other box to express urgent situation, required install by date, or delayed installed date. Payment Method and Information Check: Actual check must be mailed to Custom Decorators, scanned copies not acceptable. Credit Card: Enter all information as requested. Signature: Sign and date. 3

4 Any changes to specifications or pricing after the order has been signed and submitted must be recorded on a Change Order form and signed by the client. If paid by check: mail check to Custom Decorators, SW Garden Pl, Portland, OR Include P# and member s driver s license number on the check. If paid by credit card (preferred method): Custom Decorators accepts all major credit cards. o Be sure to make the client aware that the installation charges will show up on the client s credit card statement from Custom Decorators and not Orchard Supply Hardware! Form #2 Installation Detail Sheet This form is not a duplicate and not to be left with the client- you are to print this from the Pricing Section/ Installer Pricing. There is no client copy- this is just a worksheet to determine installation costs. o This is your installer s price list (prices are retail and include mark-up) o This is a worksheet you will use to calculate the installation total while in the client s home o Accounting will use this form to confirm your installation total o Accounting will generate payment to the installer using this form An Installation Detail Sheet will be filled with each order even when there will be no Additional Services performed. All orders should indicate the quantity of sq ft being installed, and whether or not the job has been measured (no charge to client). Form #3 Preparing for Custom Flooring Installation This is a duplicate form that must be ordered- replenish at Office Depot site. One copy is for the client and one is to be faxed in with the order. This form contains information for setting proper expectations with the client. Review the back side of the form with the client before providing them with a copy. Designer is to thoroughly explain all warranty aspects of the specifically chosen product. Form #4 Measure Request Form (Optional) This form is not a duplicate- you are to print this from either the Forms section or the Measure section. Submit with order only when the job has been re-measured by installer. This is the form used to request a measure from your installer. Fill out the client information at the top and product details on the left side of the form before faxing to the installer. See the Measure Procedure section of the Designer Assistant for detailed instructions. Form #5 Carpet Diagram Use non-reproducing graph paper or drafting paper with faint blue lines so they don t come through when you fax the order in. Diagram should be very clear with dark outline- all letters and numbers in the same direction. A diagram must be included even when an installer will perform a measure so that client can indicate agreement to seam locations by signing. Form #6 Cut Sheet (Carpet Only) This form is not a duplicate- you are to print this from the Forms Section. There is no client copy- this is just a worksheet to determine cuts for each area. 4

5 Label and indicate the size of each cut by location. This enables our Product Ordering Dept to view your diagram and make decisions as to whether they can accept partial orders, or carpet pieces from different rolls. Also, if there is a need for a partial reorder decisions can be made by looking at the cuts in relation to the diagram. Roll Size The Carpet Price List indicates roll size. If your required length is over the roll size, you must indicate cuts in order to get the correct piece sizes. Reserving Carpet o Indicate reservation number on the Flooring Order Contract o Note cuts on reserve as well as total square footage o If reserved by phone- indicate where the reserve/ hold is- (GA, LA, etc) Contract Folder Replenish using the Supply Order Form. Contract Folders are to be used on every appointment. They provide a place to leave the Essential Papers whether you are leaving a Proposal or copies of the paperwork for their order. Custom Flooring Proposal This form is a duplicate- you are to print this from Office Depot. If client does not make a purchase a Proposal should be written up and left with the client, indicating the areas and products discussed and the estimated price. Processing the OSH order Using the Cover Page, scan and all relevant documents into the carpetorders@customdecorators.com mailbox. If paying by Credit Card, call the relevant information into the Billing line. Accounting will bill the credit card and return order to order entry to place the product order after the 3 day right to cancel period has elapsed. If the customer pays by check, we will hold the order in the Billing department until check is received and clears the bank, OSH Refunds Following is the policy for OSH refunds due to Cancellations or Change Orders. Cancellations When an OSH client requests cancellation of their order within the 3 Day Right to Cancel period the original paperwork must be submitted along with the Cancellation form to the carpetorders@customdecorators.com mailbox. Once this documentation is received the refund will be posted to the client s credit card, or if paid by check, a check will be sent. An will be sent to the designer confirming the refund has been processed. Change Orders When a Change Order results in a refund due back to the client the original paperwork (if not already submitted) must be submitted along with the Change Order form to the carpetorders@customdecorators.com mailbox. Once this documentation is received the Change Order will be processed. Any refund due will be posted to the client s credit card, or if paid by check, a check will be sent. An will be sent to the designer confirming refund has been processed. 5