Best Buy Appliance Services - NAL Group · 5/3/2017 · Large companies like Best Buy invest a great deal of effort and financial resources to build and maintain a brand that consumers

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Best Buy Appliance Services

Servicer Guide

Revised: 3 May 2017

The most current version of this document can be found under “Manuals” on the DOLI home page.

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Best Buy Appliance Services: Servicer Guide

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Table of Contents

About Best Buy Appliance Work ......................................................................................................................................... 4

NPS and Best Buy Appliance Work .................................................................................................................................. 4

Vehicle Requirements ........................................................................................................................................................... 5

Requirements ................................................................................................................................................................... 5

Not Acceptable ................................................................................................................................................................. 5

Servicer Dress Guidelines .................................................................................................................................................... 6

Requirements ................................................................................................................................................................... 6

Not Acceptable ................................................................................................................................................................. 7

Ordering Installs Polo Shirts ............................................................................................................................................. 8

Ordering Additional Parts .................................................................................................................................................... 9

Setting the Appointment Window...................................................................................................................................... 10

Using the Appointments Button on the DOLI Homepage ............................................................................................... 10

Using the Set Window Button on the Job in DOLI .......................................................................................................... 12

Servicer Processes ............................................................................................................................................................. 13

Contacting Installs .......................................................................................................................................................... 13

Permits ............................................................................................................................................................................ 13

Pick-Up and Delivery ...................................................................................................................................................... 13

Additional Instructions: “Delivery is to be performed by servicer” ............................................................................ 13

Excessive Wait Times at Pick-up ............................................................................................................................. 13

Seamless Delivery ................................................................................................................................................... 13

Product Inspection at Pick-up .................................................................................................................................. 15

Waterline Installations..................................................................................................................................................... 15

Ordering Parts ............................................................................................................ Error! Bookmark not defined.

40-Minute Customer Call Ahead .................................................................................................................................... 15

Onsite ............................................................................................................................................................................. 15

Customer Not Home Policy ...................................................................................................................................... 15

Inspecting the Site and Equipment .......................................................................................................................... 16

Wrong, Damaged, or Defective Equipment; Missing Parts ...................................................................................... 16

Product Does Not Fit ................................................................................................................................................ 17

Custom Labor or Additional Plumbing Work ............................................................................................................ 17

Upsells ...................................................................................................................................................................... 17

Removing Product from the Customer’s Site ................................................................................................................. 17

Wrapping up the Job....................................................................................................................................................... 18

Completing Job Paperwork ............................................................................................................................................ 19

Installs Installation Workorder .................................................................................................................................. 19

Installation Control Form .......................................................................................................................................... 19

Installs Recycling Program Form ............................................................................................................................. 19

Submitting Job Paperwork for Payment ......................................................................................................................... 20

Making Status Updates On Route – Installs Mobile App ................................................................................................ 22


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Step 1: Start Route ......................................................................................................................................................... 22

Step 2: Equipment Pickup .............................................................................................................................................. 22

Step 3: PreCall ................................................................................................................................................................ 27

Step 4: Onsite ................................................................................................................................................................. 28

Step 5: Complete ............................................................................................................................................................ 33

Making Status Updates On Route – Mobile DOLI ............................................................................................................ 36

Logging In and Basic Navigation .................................................................................................................................... 36

Step 1: I’ve Started My Route ......................................................................................................................................... 38

Step 2: Equipment Picked Up ......................................................................................................................................... 39

Step 3: Precall ................................................................................................................................................................ 43

Step 4: Onsite ................................................................................................................................................................. 44

Step 5: Job Complete ..................................................................................................................................................... 45


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ABOUT BEST BUY APPLIANCE WORK Installs performs delivery and installation of Best Buy appliances. Best Buy appliance Scopes of Work (SOW) include pick-up, delivery, installation, customer demo, and return of old product to the store for recycling.

All servicers performing Best Buy appliance work with Installs must comply with the Best Buy and Installs requirements outlined in this guide.

NPS and Best Buy Appliance Work

Net Promoter Score (NPS) is a metric used to gauge customer loyalty. When you finish a Best Buy appliance job, Best Buy contacts the customer with an email survey asking for feedback on their experience. The way to get a good NPS score is to make sure the customer is happy with their service.

Your NPS goal on Best Buy appliance jobs is to provide the highest quality service so that each customer will want to recommend Best Buy appliance installation to others. There are simple customer service steps you can take on every job to deliver installation services that customers will want to rave about to their friends, colleagues, and/or family members:

Before you begin the service, talk with the customer to explain the work you are going to do. This helps you set expectations and gives the customer a chance to ask questions about the installation.

Inspect the equipment and installation site before beginning the installation to identify any issues before you

start.

Use floor coverings and maintain a neat work area. Cleaning up as you go shows the customer that you are organized and that you are taking care to with their home, space, and possessions.

Run a test cycle to identify and address any problems. This simple yet crucial step can help you identify and correct a leak or missed connection.

After installation, demonstrate the functions of the product and provide product training to the customer. This important step is included in the SOW of most SKUs, and is a valuable service that the customer paid for as part of their installation. Also give all manuals, warranty cards, and other paperwork to the customer.

Before packing up, let the customer know that their satisfaction is important to you, and ask if there is anything else you can do to meet or exceed their expectations, and then follow through on any open items.

When more customers respond to the survey, we get a more accurate view of what customers expect from their service, and how we can best meet their needs. Letting customers know that the survey is coming is a necessary step to improving NPS response rates. At the end of each Best Buy job, every servicer must:

o Notify each customer that they will be sent a survey by email: "Best Buy will send you an email survey inviting you to provide comments or suggestions regarding our service today."

o Encourage each customer to complete the email survey: "Your feedback is important to me, and I would appreciate it if you could take a moment to complete the survey when it arrives."

o Let the customer know they could win a prize for submitting the email survey: "When you submit the survey, you will automatically be entered into a drawing for a $5,000 Best Buy shopping spree!"

o DO NOT ASK THE CUSTOMER TO GIVE YOU A HIGH RATING ON THE SURVEY.

The Improving Your NPS document on your DOLI homepage outlines the problems customers most frequently report on NPS surveys, as well as recommendations for avoiding the problems.

https://doli.installs.com/data/dolifiles/prod/Improving%20Your%20NPS_31Dec2012.pdf


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VEHICLE REQUIREMENTS All vehicles used for Best Buy jobs MUST meet the following standards:

Requirements

Cargo van or box truck

Service company must maintain insurance coverage on all vehicles used on Installs jobs

Vehicles with existing branding can be used, but the branding should not show affiliations to any competitors of Installs’ clients’

Keep your vehicle clean and damage-free

Not Acceptable

Cars

Open pick-up trucks

Open trailers

Equipment cannot be laid on its side for transport

Equipment cannot be exposed during transport

Equipment cannot be transported in an open vehicle covered with a tarp or plastic; the equipment must fit safely, securely and completely inside the vehicle

Equipment must NOT hang off the back or out of the windows of the vehicle


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SERVICER DRESS GUIDELINES

Requirements

Large companies like Best Buy invest a great deal of effort and financial resources to build and maintain a brand that consumers trust. When you accept Best Buy work from Installs, you also accept the responsibility of representing the Best Buy brand appropriately.

Best Buy is serious about the appearance of servicers who perform their work. One of the most common reasons for Best Buy escalations to Installs is servicers arriving in store or onsite with an unprofessional appearance. All Installs Best Buy servicers are required to follow the dress guidelines outlined below.

GENERAL APPEARANCE:

Professional appearance, style, and hygiene

Keep hair neat, clean, and conservatively styled; keep facial hair trimmed and neat in appearance

HATS:

No hats

SHIRTS:

Clean, appropriately sized collared polo shirt with no logo or Installs logo

PANTS:

SHOES:

Closed toe work shoes or boots appropriate for job site

Use shoe covers while inside customer’s home

COLD WEATHER:

Servicers may wear clean white or blue long-sleeved shirts with no tears under their collared shirts

Servicers may wear clean jackets, parkas, or winter coats with no logos, no sports team affiliations, and no tears

Clean and appropriately sized slacks or khaki pants; no jeans


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Not Acceptable

The following items are unprofessional and may pose safety hazards. These items are not allowed at any time on any Installs job; do not wear these items to client locations or job sites.

“Hoodie” sweat shirts

T-shirts

Jeans

Shorts

Torn clothing

Baggy or low rise pants

No visible pierced body jewelry (including tongue, nose, and eyebrow), excessively pierced ear jewelry, or jewelry that presents a safety hazard

Tattoos that may be considered offensive (violent or sexually explicit images, profanity) must be covered

Remember, the way you present yourself reflects on Best Buy. If the client is unhappy with the way you represent their brand, they can ask Installs to remove you from your primary position on their store. Complying with the client’s dress guidelines is an easy way to avoid escalations, and maintain your store primary position.


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Ordering Installs Polo Shirts

1. Log in to DOLI with your administrative username and password.

2. Click the ORDER SHIRTS button on the main navigation panel of the DOLI homepage.

3. Compile and submit your order. Please note that the shirt prices displayed include shipping.

Shirt prices range from $17 to $25 per shirt, depending on the size. Each technician who works on Best Buy jobs should have at least one Installs polo shirt; technicians who frequently work Best Buy jobs should have multiple shirts. To simplify the payment process and ease the impact of the expense, Installs will deduct the cost of your shirt order(s) from your tech pay.


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ORDERING ADDITIONAL PARTS

Installs’ preferred supplier for appliance and electronics parts is Petra Industries. Petra is the nation's top distributor of consumer electronics, custom installation, mobile audio/video, and appliance connection supplies.

As an Installs technician, you can order parts directly from Petra. Installs recommends and encourages you to take advantage of the volume pricing offered to our network partners to stock your supply of parts. To do so, you must complete the Petra Credit Card Authorization Form, available on your DOLI homepage, and fax it to Petra. Once your account is set up, you can phone, fax, or email orders to Jay Wehba, the Installs account representative at Petra. You will receive free shipping for orders over $500, and, since Petra is centrally located in Oklahoma, you will benefit from 3-day maximum shipping to either coast.

The blank Petra PO Form, also available for download on your DOLI homepage, lists only appliance parts, but you may use the form to order other items from Petra, as well. The complete, current list of Petra parts is available on your DOLI homepage.

Please contact Jay Wehba at Petra with questions about parts or the ordering process:

Jay Wehba

PETRA INDUSTRIES

2101 S. Kelly

Edmond, OK 73013

Ph: 866-604-7286

Fax: 866-604-7285

[email protected]

https://doli.installs.com/data/dolifiles/prod/Petra%20Credit%20Card%20Authorization%20Form.pdf

mailto:[email protected]


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SETTING THE APPOINTMENT WINDOW Setting appointment windows is a two-step process:

1. Contact the customer between 3:00pm and 9:00pm local time the night before the scheduled date to set the four-hour appointment window. This is important because it lets the customer know when they should expect you.

2. Enter the arrival window in DOLI by 8:00am the day of the installation. This step is also essential because it enables Installs to update the customer if they call us to request an arrival ETA. Setting appointment windows can also help you organize your servicers and routes.

You can use the Appointments button on the DOLI homepage or the Set Window button on the job to set appointment windows.

Appliance jobs appear on the Set Appointments screen as soon as you accept them in DOLI.

You can set the Contact Method, Set Tech, and Appointment Window fields separately. All should be set before 8:00am the day of the appointment.

The Set Appointments screen shows only jobs that are scheduled and accepted for today and future dates. Jobs scheduled for past dates are not displayed on this screen. This does not mean that the past jobs are now closed in DOLI; you still must make sure you close out your completed jobs in DOLI, even if they no longer appear on the Set Appointments screen.

You must save each record as you make changes.

Using the Appointments Button on the DOLI Homepage

1. On your administrative DOLI homepage, click the Appointments button.

Note: If you do not see the Appointments button on the DOLI homepage, you currently have no accepted appliance jobs scheduled for today or future dates. You may have scheduled jobs that you have not accepted yet; click the New Orders button on your DOLI homepage to see if you have new appliance orders that you need to accept. Clicking the Appointments button displays your accepted appliance jobs for today and/or future dates.

2. Contact each customer before 9:00pm local time the day before the job to set up an arrival window that fits both the customer’s schedule and yours.


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3. From the Contact Method drop-down list, select the method of communication you used to contact the customer to set the arrival window for the job.

Select Spoke with Customer if you discussed the arrival window with the customer over the phone.

Select Left Message if you left a message for the customer detailing the arrival window.

Select Customer Unreachable if you were not able to reach the customer by phone and you were not able to leave a message for the customer.

Note: You should still set an appointment window in DOLI if you could not reach the customer. You must roll on all scheduled jobs regardless of contact with the customer.

4. From the Set Tech drop-down list, select the appliance servicer you want to assign to the appliance job.

Note: Accepted jobs that have not yet been assigned a servicer appear under “Unassigned” on the dispatch board in DOLI. After you set a tech, the job will be displayed under the assigned servicer on the dispatch board. If you assign a servicer without setting the appointment window, the job will show up under the servicer on the dispatch board under the 8:00-11:59am arrival window because the default window is 8:00am-5:00pm. You must still go set the appointment window for the job when it is known in order for the job to be displayed in the correct arrival window on the dispatch board.

5. From the Appointment Window Start fields for the order, select the start time for the arrival window you agreed on with the customer.

a. From the first drop-down, select AM or PM.

b. From the second drop-down, select the hour for the start time.

Note: Only business hours are displayed. If you selected AM from the first drop-down, you will see only morning business hours; if you selected PM, you will see only afternoon/evening business hours.

c. From the third drop-down, select the minutes.

Note: You may select minutes for the start time in 15 minute increments. DOLI automatically calculates the End time based on the start time you set.

6. Click the Save button on the job you updated.

7. Repeat the steps above for other jobs you wish to update.


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Using the Set Window Button on the Job in DOLI

Note: You can set the four-hour appointment window and assign a servicer to an appliance job any time after you accept it. You do not need to set both fields at the same time.

1. In DOLI, locate the desired job.

2. Click the Set Window button on the Order Tool Bar.

Note: You may need to scroll down on the order details to see the Order Tool Bar.

3. To set the appointment window, select the Hour, Minute, and AM/PM from the three Select Installation Window drop-down lists.

Note: You may select minutes for the start time in 15 minute increments. DOLI automatically calculates the End time based on the start time you set.

4. To set the tech, select the servicer you want to perform the job from the Assign To Tech drop-down list.

Note: Accepted jobs that have not yet been assigned a servicer appear under “Unassigned” on the dispatch board in DOLI. After you assign a servicer, the job will be displayed under the assigned technician on the dispatch board. If you assign the servicer without setting the appointment window, the job will show up under the servicer on the dispatch board under the 8:00-11:59am arrival window because the default window is 8:00am-5:00pm. You must still go set the appointment window for the job when it is known in order for the job to be displayed in the correct arrival window on the dispatch board.

5. Click Submit to save your change(s).


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SERVICER PROCESSES

Contacting Installs

Many issues you encounter on the job can be reported to Installs via the Installs Mobile App you will use to make your on-route status updates (see the “Making Status Updates On Route – Mobile App” section of this document for details). If you have questions or issues you are not sure how to handle, call Installs at 1-888-490-4321.

If a Best Buy store asks you to perform a same day appliance job that you do not have an Installs work order for, call Installs at 1-888-490-4321 BEFORE accepting the work directly from the store. Installs will contact the store and call you back with order information and instruction on whether or not you should roll on the job today.

Permits

If a permit is required to perform the installation type in your area, obtain the permit before rolling on the job. Once onsite, collect payment for the permit directly from the customer and document the permit Type, Approval Number, and Fee in the Permit Information section on the Installation Control Form.

Pick-Up and Delivery

Note: A status update is required when you start your route and when you pick up the equipment for each order that includes delivery. See the “Making Status Updates On Route” sections of this document for details.

Additional Instructions: “Delivery is to be performed by servicer”

If you are required to pick up and deliver the customer’s equipment on a Best Buy appliance order, you will see the following text in the Additional Instructions on the order in DOLI: “Delivery is to be performed by servicer.” Another indicator that you will need to perform delivery is SKU 3005 listed under Equipment and/or SKUs – Extra Attributes on the work order printout from DOLI. Please be sure to read ALL notations under Additional Instructions on orders; information about pick-up and delivery requirements may not be the first or only note in this section.

Excessive Wait Times at Pick-up

If it takes more than 20 minutes to get assistance with starting the pick-up process at Best Buy, select Wait for more than 20 minutes and make clear, detailed notes about the problem when you provide your Equipment Pickup status update via the Installs Mobile App. Once you receive the equipment or notification that the equipment is not available, update the Equipment Picked Up step to the appropriate status (No Issues or Equipment Problem) via the Installs Mobile App.

If the Best Buy store will not release the equipment for an appliance order, call you Installs Field Manager for assistance.

Seamless Delivery

Installs servicers are performing Seamless Delivery on some Best Buy Appliance orders. Seamless Delivery is a service that Best Buy offers to appliance customers who purchase an appliance installation. In addition to the appliance delivery and installation on the DOLI order, you may also see a Seamless Delivery SKU:

SKU 6215, Seamless Delivery and Hookup (including Fridge) add-on

SKU 6216, Seamless Delivery and Hookup add-on

Both of the Seamless Delivery services are add-on SKUs, meaning you should only see them on orders that have at least one SKU for a purchased appliance installation service.


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If you see one of these Seamless Delivery SKUs on an order in DOLI, it means that you will be picking up, delivering, placing, and hooking up additional free-standing (not built-in) appliances for the customer.

Each Seamless Delivery SKU includes pick-up, delivery, placement, and hook-up of up to five (5) additional appliances.

Each Seamless Delivery SKUs includes returning the old appliance(s) you replace to the Best Buy pick-up location for recycling, if requested by customer.

If SKU 6215, Seamless Delivery and Hookup (including Fridge) is on the order, a refrigerator is included in the additional appliances you will be picking up, delivering, and hooking up.

If SKU 6216, Seamless Delivery and Hookup is included on the order, there is no refrigerator included in the additional appliances you will be picking up, delivering, and hooking up.

“Placement and hook-up” means positioning the new appliance in the location the customer requires, and connecting it to electrical, gas, and waterline service as required by the product/model.

The products that fall under the Seamless Delivery SKU will be displayed on the Equipment tab on the DOLI order. This will include the product model numbers. Be sure to review all orders, including the Equipment tab, ahead of time to be sure you are prepared for the job.


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Product Inspection at Pick-up

All appliance products have to opened and inspected prior to acceptance:

1. Inspect the outer packaging for damage including holes, scrapes, cuts, repaired areas, or marks from tires or forklifts tines.

2. Open the carton to inspect the unit for any damage to the product or finish. Open the box in a way that allows you to properly inspect the unit, and also safely transport the appliance.

3. If you find damage, perform the following steps:

a. Bring the damage to the attention of the client.

b. Select Equipment Problem and make clear, detailed notes about the problem when you provide your Equipment Picked Up status update via the Installs Mobile App

c. Do not accept damaged product for install. Refuse the product and see if the pick-up location has another unit to replace it.

d. Proceed to the next step.

4. Exception open-box items – Do not accept unless it has been noted on the job paperwork and approved by the customer (such as an open-box item or small blemishes where client has offered some discount to get customer to accept the unit). Unit must otherwise be able to be properly installed and functional.

5. Document the product information on your paperwork and have the client associate sign and initial.

If a job includes multiple pieces of equipment and at least one piece cannot be picked up, BUT you can still roll on the job with the other pieces, call Installs at 1-888-490-4321 to report the issue and have the order adjusted. See the “Making Status Updates On Route” section of this document for details on proceeding with the status update.

Waterline Installations

For orders that include a waterline installation SKU, the servicer must be prepared to provide up to 20' of ¼ inch state approved, cold water supply line and all necessary connectors. There may be instances where the customer or the store will provide the installation kit, but servicers should always be prepared to provide the necessary parts. Refer to the “Ordering Additional Parts” section for this document for instructions for ordering the necessary installation parts.

40-Minute Customer Call Ahead

Note: A status update is required when you perform the customer call-ahead (Precall). See the “Making Status Updates On Route” section of this document for details.

On the day of the job, call the customer on the order 40 minutes before your arrival to confirm your ETA.

Onsite

Note: A status update is required when you arrive onsite at the customer’s location. See the “Making Status Updates On Route” section of this document for details.

Customer Not Home Policy

If you arrive at the customer’s location and they do not respond to your attempts to make contact, perform the following steps:

1. Wait 15 minutes; call all available numbers for the customer on the Installs Installation Workorder.

2. If you make successful contact with the customer, work with them to determine if the service can be completed as scheduled.

3. If rescheduling is required, or if you are not able to reach the customer at any of the numbers available, select Customer Not Home and enter a specific description of the home and any contact you had with the customer in


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the notes when you provide your onsite status update via the Installs Mobile App. See the “Making Status Updates On Route” section of this document for details. Installs will contact the customer to reschedule.

Inspecting the Site and Equipment

Inspect the installation site with the customer before beginning the installation. Document any pre-existing damage on the Damages section of the Installation Control Form that prints with the job paperwork. Obtain the customer’s initials next to your notations about pre-existing damage, indicating that the customer agrees that there is pre-existing damage at the installation site.

Also inspect the equipment onsite with the customer before beginning the installation. Ensure that customer agrees that there is no damage.

Inspect the equipment a final time with the customer upon completion of the installation. Obtain the customer’s signature on all paperwork indicating that the work was completed.

NOTE: The refrigerator must be onsite for us to complete the waterline installation. We must be able connect the waterline to the refrigerator and test the connection. If the unit is not onsite, call Installs to report the issue immediately.

Wrong, Damaged, or Defective Equipment; Missing Parts

If there is a problem with an order or the equipment for a Best Buy Appliances job, it is important to maintain a professional attitude with the customer. We realize that it can be frustrating to find issues once you are already onsite, but you should never express your frustrations about Best Buy, Installs, the manufacturer, or the product to the customer. Below we have outlined the way this situation should be handled.

As you are preparing to begin the installation, inspect the equipment thoroughly to ensure that there is no damage and that it is the correct unit.

If you discover wrong, damaged, defective equipment or missing parts while onsite at the customer’s home:

1. Explain to the customer that he/she will soon receive a call from the Geek Squad DOD. Ask the customer for

his/her best contact number.

2. Excuse yourself and call Installs immediately from onsite.

3. Remain onsite while the Installs agent contacts the Geek Squad DOD.

4. The Installs agent will facilitate a conference call between the servicer and the Geek Squad DOD.

5. The servicer will explain the issue to the DOD agent and provide the customer’s contact number.

6. The servicer will remain onsite while the DOD agent calls the customer.

7. The DOD agent will call the servicer back with the next steps: whether we are going to install the product, return

the product, etc.

8. If the DOD instructs you to return the product, you must return all uninstalled items to the pickup location the

same day.

Important: All wrong, damaged, defective equipment or missing parts must be called into Installs call center from

onsite at the customer’s home. The client requires immediate action from the Installs’ agent to resolve the problem for

the customer. You cannot report this type of issue using the Installs Mobile App.

If you arrive onsite to discover that the equipment has not been delivered yet, select Equipment Problem and make clear, detailed notes about the problem when you provide your Onsite status update via Installs Mobile App.


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Product Does Not Fit

If the customer’s product does not fit the space in which it is supposed to be installed, explain the issue to the customer and outline the available options (e.g., purchase a smaller unit, explain the work that would need to be done for the unit to fit, etc.).

If customer wants to change the site (resize the product opening), select Site Not Ready and make clear, detailed notes about the problem when you provide your Onsite status update via Installs Mobile App. If you are able to make the necessary adjustments for the customer, see the “Custom Labor or Additional Plumbing Work” section of this document.

If the customer is not going to keep the unit, select Equipment Problem and make clear, detailed notes about the problem when you provide your Onsite status update via Installs Mobile App.

Custom Labor or Additional Plumbing Work

If the customer’s site needs custom labor (e.g., correct product opening size, etc.) or additional plumbing work in order to complete the installation (e.g., for dishwashers) and you have the appropriate skills, tools, and licensure to do the work to code, you can offer to perform the necessary work for the customer for an additional charge. BEFORE beginning any custom labor or additional plumbing, you MUST:

Provide the customer the full amount you will charge them for parts and labor.

Get the customer’s agreement to pay for the additional work.

Document the details of the required work in the “Additional Work/Parts” section of the Installation Control Form (both copies), and get the customer’s signature and date where indicated (both copies).

In the Installs Mobile App, click on the customer’s job. Scroll to the bottom of the screen and tap Enter Notes. Enter a detailed description of the services and parts you are selling to the customer and the price the customer agreed to pay. Click Save Notes.

For dishwasher installations, carefully inspect the shut-off valve before beginning the installation. If the shut-off appears to be in bad condition, discuss the issue with the customer. If you can replace the shut-off valve, you can offer to do so following the required steps above, or advise the customer to have the work done by a plumber. NEVER connect to a bad shut-off – if you do, you will be responsible for any resulting damage. Always run a test cycle to ensure fittings and connections are secure and there are no leaks.

Upsells

The standard Installs upsell process applies to Best Buy jobs:

1. If a customer requests or expects you to complete work that falls outside of the provided Scope of Work, or if parts are needed that were not provided or sold to the customer by Best Buy, call Installs at 1-888-490-4321 for direction.

2. Notate any approved upsells on the Installation Control Form, which you will submit to Installs when you close out the job.

Removing Product from the Customer’s Site

You may be required to remove product from the customer’s site and return it to the Best Buy pick-up location (product exchanges or haul-away).

If you remove a product from the job site for recycling, you must complete the Installs Recycling Program Form that prints with the job paperwork. Include the completed Installs Recycling Program Form with the paperwork you submit to Installs when you close out the job. Please note that haul-away is included in Best Buy SOWs.


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Return the removed item to the pick-up location. All products removed from Best Buy jobs are property of Best Buy and should be treated with the utmost care. Do not take Best Buy product to recycling centers; all products removed from Best Buy jobs for return or recycling must be taken back to the Best Buy pick-up location.

Wrapping up the Job

Note: A status update is required when you complete the work at the customer’s location. See the “Making Status Updates On Route” section of this document for details.

When you finish the installation and test cycle, demonstrate the functions of the product and provide product training to the customer. This important step is included in the SOW of most SKUs, and is a valuable service that the customer paid for as part of their installation. Also give all manuals, warranty cards, and other paperwork to the customer.

Remove the product carton and packing materials from premises. Ensure that all work areas are neat, clean, and dry. Provide all manuals, warranty cards, and other product-related paperwork to the customer.

Get the customer’s sign-off on the required paperwork. See the “Completing Paperwork” section of this document for details.

Ask the customer if you have done everything they expected of you today. If there are open items to be addressed, take care of them. Notify the customer that Best Buy will email them a survey after the service. Let the customer know that their response is important to you, and encourage them to complete it: "Best Buy will send you an email survey inviting you to provide comments or suggestions regarding our service today. Your feedback is important to me, and I would appreciate it if you could take a moment to complete the survey when it arrives. When you submit the survey, you will automatically be entered into a drawing for a $5,000 Best Buy shopping spree!"

DO NOT ASK THE CUSTOMER TO GIVE YOU A PROMOTER/HIGH RATING ON THE NPS SURVEY.


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Completing Job Paperwork

All installation job related paperwork must be properly completed, signed/initialed, and submitted to Installs in order to receive payment. At the end of the job, take all completed paperwork with you for submission to Installs.

Installs Installation Workorder

Get the customer’s signature, date, and printed name where indicated at the bottom of the form.

Installation Control Form

Note: Two copies of the Installation Control Form will print with each work order. Complete both copies; leave one completed copy with the customer and submit the second completed copy to Installs.

Permit Information section

Complete all applicable permit information

Install Site Inspection section

Before beginning the installation, notate any pre-existing damage found at the installation site.

Get the customer’s initials on any pre-existing damage noted.

After the installation is complete, notate any damage caused during the installation process.

Get the customer’s initials on any installation related damage noted.

Additional Work/Parts section

If the customer has agreed to additional work or parts, as approved by your call to Installs, document the charges and explanation in this section.

Get the customer’s signature and date where indicated.

Recycling section

Complete this section, indicating whether the customer wants their old appliance hauled away for recycling.

Note: If Yes, also complete the Installs Recycling Program Form.

Anti-Tip Bracket section

Get the customer’s initials in the appropriate space, based on whether they want the installation of the anti-tip bracket.

Sign-Off

Get the customer’s signature and date where indicated.

Enter your signature and date where indicated.

Installs Recycling Program Form

Note: If you remove old equipment from the customer’s site for recycling, be sure the Recycle section on the Installation Control Form is properly completed.

Equipment Information section

Enter the make, model, and serial number of each item you are hauling away.

Get the customer’s signature, date, and printed name.


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Tech/Store Sign-off section

Enter your signature and the date you dropped the old equipment off for recycling.

Get the Best Buy store location, permit number, signature, city, and state from the Best Buy associate.

Submitting Job Paperwork for Payment

Note: You must submit the order paperwork to Installs before payment can be made for the job. You should submit your completed paperwork for the job to Installs the SAME DAY the service is completed.

1. Scan all completed, signed, initialed paperwork to a PDF file:

Installs Installation Workorder

Installation Control Form

Installs Recycling Program Form

2. Upload the PDF paperwork to the job in DOLI:

a. Click the FORM UPLOAD button on the Order Tool Bar.

Note: This displays the Form Upload screen.

b. Click the Browse button.

Note: This opens the Choose File to Upload dialog box.


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c. Using the Choose File to Upload dialog box, locate and select the file you wish to upload to DOLI.

d. Click the Open button on the Choose File to Upload dialog box.

Note: This closes the Choose File to Upload dialog box and enters the path to the selected file in the Choose a file to upload field in DOLI.

e. From the Select Type drop-down list, select Accounting Paperwork.

f. Click the Upload File button.

Note: This uploads the file and displays a link to the uploaded file.

g. If you do not see a list if links to each uploaded file (you may need to scroll down), click the FORM UPLOAD button again to refresh the screen.


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MAKING STATUS UPDATES ON ROUTE – INSTALLS MOBILE APP Clients are requiring more frequent status updates on Installs orders. The mobile app allows you to perform the status updates quickly and easily.

It is important that you make your status updates at each of the required points in a timely manner on every job to ensure accurate data reporting back to the client. You cannot reopen a step once you have saved it.

Step 1: Start Route

1. At the beginning of your day, tap START ROUTE on the default screen.

Note: The jobs scheduled for today will be updated to the status Scheduled – In Route in DOLI. The next required action will be to pick up the equipment for delivery.

If you only have Best Buy appliance jobs today, this step replaces logging in to DOLI and clicking the Confirm Routes button. If you have jobs from other clients/campaigns in addition to Best Buy appliance work today, you still MUST log in to DOLI and Confirm Routes.

Step 2: Equipment Pickup

Note: You must update the status of your jobs when you pick up the equipment from the store/dock. If you have jobs out of multiple stores today, you will need to update the status of the jobs from each store.

Note: For orders with no delivery, you will still need to update the Equipment Pickup step. For no delivery, choose No Issues/No Delivery Needed. This will allow you to continue to update the job in the mobile app.


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1. As you pick up the equipment for your orders from the store, tap/click Equipment Pick-up at the top of the page.

Note: This lists all of your jobs for the day by store, including store information, Job #, Customer Last Name, and Customer City, State, and Zip. The following image shows the scrolled-down screen to display all jobs. Note that the first two jobs on today’s route are from the same store; the third job is from a different store.


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First job from Store #1510 Second job from Store #1510 Third job from a different store, Store #109

2. Once you determine the status of the product you are picking up for each order, update the job on this screen:

a. If the product for the order is available, undamaged, and now in your possession, perform the following steps:

i. Select No Issues/No Delivery Needed from the drop-down menu (No Issues/No Delivery Needed is selected by default) for the order.

Note: If you are not picking up equipment for the job (no delivery required), select No Issues/No Delivery Needed.

Title: Subtitle


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ii. Tap Save Step on the job.

Note: This updates the job status in DOLI to Scheduled – Equipment Received. The next required action will be to make a pre-arrival phone call to the customer.

b. If a job includes multiple pieces of equipment and at least one piece cannot be picked up, BUT you can still roll on the job with the other pieces, perform the following steps:

i. Call Installs at 1-888-490-4321 to report the issue and have the order adjusted.

ii. Select No Issues/No Delivery Needed from the drop-down menu.

iii. Enter clear, specific notes about the product issue in the notes field.

iv. Tap/click Save on the job.

Note: This updates the job status in DOLI to Scheduled – Equipment Received. The next required action will be to make a pre-arrival phone call to the customer.

v. The job will show in PreCall status in your jobs for Today and will be marked as Picked Up in the Equipment Pickup tab.

c. If you are not taking possession of the equipment at pick-up because it is not available, it is damaged, or it is incorrect, perform the following steps:

i. Select Equipment Problem from the drop-down menu for the order.

ii. Required: In the Notes field, enter clear comments explaining the problem with the equipment.

Android

iOS


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iii. Tap Save Step on the job.

Note: This updates the job status in DOLI to Scheduled – Action Needed, indicating that Installs needs to take action on the order.

iv. This job will show up in Exception status in your jobs scheduled for today.

Title: Subtitle

Android iOS


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Step 3: PreCall

Note: Call the customer 30-40 minutes before your arrival onsite to confirm your ETA. You must update the status of each job when you make the pre-arrival call (PreCall) to the customer.

1. Tap/click the job number of the first job you are rolling to.

2. Scroll down on the Job Details screen to view the status checkpoints for the order. PreCall will be highlighted.

3. Call the customer at the first phone number on the order to provide your ETA.

4. Tap the Update PreCall button and complete the form:

a. From the Phone # drop-down, select the number you called.

b. From the Call Result drop-down, select the results of your PreCall to the customer:

i. Complete = You spoke with the customer and provided your ETA.

ii. Voicemail = You left the customer a voice message providing your ETA.

iii. Unreachable = You called the customer, but there was no answer and no opportunity to leave a voicemail.

c. From the Minutes Out drop-down list, select the number of minutes until you reach the customer’s location (your ETA).

d. (Optional) If desired, enter comments in the Notes field.

e. Tap Save Step.


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Note: This updates the job status in DOLI to Scheduled – ETA Provided. The next step is to arrive onsite.

f. Required: If you left voicemail or did not reach the customer at the first number, go back to the Phone # drop-down menu to see if there are additional phone numbers available for the customer. Call all numbers listed until you reach the customer, or leave a voicemail with your ETA at each number.

Step 4: Onsite

Note: You must update the status of each job when you arrive onsite and determine if you are able to complete the service.

1. When you arrive onsite, tap/click the job number.

2. Scroll down on the Job Details screen and tap the Update Onsite button.


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3. From the Status drop-down menu, select the appropriate status:

a. If the customer is home and you are able to perform all services on the order, perform the following steps:

i. From the drop-down menu, select No Issues.

ii. Tap/click Save Step.

Note: This also updates the job status in DOLI to Scheduled – Onsite. The next step is to complete the job.

b. If you cannot complete all of the services on the order (i.e., you can perform some of the services, or you cannot perform any of the services), perform the following steps:

i. If the customer is not home and you followed all required steps to contact the customer, select Customer Not Home from the Status drop-down menu.


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ii. If there is a site not ready issue for any SKU on the order, select Site Not Ready from the Status drop-down menu.

Note: Use this status if the product does not fit the space in which it is supposed to be installed, and the customer wants to change the site (resize the product opening).

iii. If there is a problem with any of the equipment, select Equipment Problem from the Status drop-down menu.

Note: Use this status if the product does not fit the space in which it is supposed to be installed, and the customer wants to return the product.

iv. Required: Enter clear, detailed comments explaining the problem.

Note: You do not need to call Installs to report the problem; update the status in this step and document clear notes about the problem.


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Note: This updates the job status in DOLI to Scheduled – Action Needed, indicating that Installs needs to take action on the order.

v. There is the option to take an upload any photos of equipment problems or site not ready situations.

1. Tap the Take Photo button. This will open your camera. Take the photo of the issue.


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2. For iOS, a pop up will ask if you want to Choose an Existing Photo from your gallery or Take Photo.

3. A preview of the photo will be show. Tap the Check Mark to upload the photo to the DOLI app. Tap the X to delete the photo.

4. The photo will display at the bottom of the screen. You can add multiple photos to the job by click on Take Photo again and repeating steps 1 and 2.

5. For Android, to view additional photos, swipe to the left.

a. Click the X in the corner of the photo to delete the photo to remove it.

Swipe


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6. For iOS, pictures will show as thumbnails.

a. To delete a photo tap on the photo and tap Yes when asked if you would like to delete the photo.

vi. Tap/click Save Step.

Step 5: Complete

Note: You must update the status of each job when you are preparing to leave the customer’s site. If you completed the previous required status updates on the job, the Job Complete step will be active.

1. When you the job is finished, tap/click the job number.

2. Scroll down on the Job Details screen and tap the Update Complete button.

Note: All job completions perform via the app are tentative, pending your uploading of the job paperwork to DOLI.


a. If you completed all services on the order, select No Issues.


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b. Tap Customer Sign-Off.

c. Thoroughly review ALL items on the Customer Acknowledgement of Completed Service screen with the customer.

d. Have the customer tap Accept and Sign Off.

e. Have the customer sign using their finger.

f. Have the customer tap Submit.


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Note: This updates the job status in DOLI to Complete – Pending Verification. There are no additional updates required on this job via the app.

Note: The customer’s signature in the Installs Mobile App does not replace the paperwork. You are still required to print and have the customer sign the forms. It is still necessary to send in those forms with customer signature on them.

Note: For Best Buy CE jobs, please log into DOLI and complete the closeout form using by pressing the Complete Form button. This will update the order to Complete – Per SOW

g. If you completed part of the service on the order, perform the following steps:


ii. From the drop-down menu, select Partial Completion.

iii. Required: Enter clear, detailed comments explaining why only part of the service was completed.

iv. Tap Save Step.

Note: This updates the job status in DOLI to Scheduled – Action Needed. There are no additional updates required on this job via the app.

h. If there are issues with the equipment and you are returning it to the pick-up location today, perform the following steps:

i. From the drop-down menu, select Equipment Returned.

ii. Required: Enter clear, detailed comments explaining which equipment you are returning, and why.

iii. Tap Save Step.


i. For any other equipment issues, perform the following steps:

i. From the drop-down menu, select Equipment Problem.

ii. Required: Enter clear, detailed comments explaining the equipment problem.

iii. Tap Save Step.



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MAKING STATUS UPDATES ON ROUTE – MOBILE DOLI Servicers performing Best Buy appliance work are required provide real-time status updates at multiple points throughout each job.

Use your internet-capable Smartphone, tablet, or computer to access https://m.installs.com. Log in with your DOLI username and password and make the REQUIRED job status updates.

The points at which you will need to update status for each job are:

1. Beginning of your daily route – when you roll out for your first Best Buy appliance pick-up or job

2. When you pick up equipment for delivery from Best Buy

3. When you make your pre-call to the Best Buy appliance customer (40 minutes before arrival onsite)

4. When you arrive onsite at the customer’s location

5. When you are leaving the customer’s site

All of the status updates you make on this mobile website are immediately captured in DOLI and reported to Best Buy. It is important that you make your status updates at each of the required points in a timely manner on every job to ensure accurate data reporting back to the client. Please be sure that all servicers in your company doing Best Buy appliance work make the required status updates while on their routes.

Logging In and Basic Navigation

1. In a web browser, go to: https://m.installs.com

2. Enter your DOLI username and password (tech/servicer login), and then tap/click Sign in.

Note: This logs you in and displays a list of your Best Buy appliance jobs scheduled for today.

http://installs.us4.list-manage.com/track/click?u=9156eaa6470362c24e31563a3&id=a3d5debc1e&e=57753d29e9

https://m.installs.com/


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3. To view basic job information at any time:

a. Tap/click the job number.

b. Tap/click the View Info button in the upper right corner of the page.

Note: This displays customer name and address, SKUs on the order, and Additional Instructions from DOLI. You will find the customer phone number(s) under the Precall step.

4. To add notes to a job at any time, perform the following steps:

a. Tap/click the job number.

b. Scroll to the bottom of the screen.

c. Enter your notes in the text field under You can save notes at any time.

d. Tap/click Save Notes.


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Note: Any notes you enter on a job via this application will be visible in DOLI.

You MUST enter detailed notes here if you are performing custom labor or additional plumbing in order to complete the installation. Include the services and parts you are selling to the customer and the price the customer agreed to pay you.

Step 1: I’ve Started My Route

5. Tap/click I’ve started my route at the top of the page.

Note: This updates the Step for each job listed will update to EnRoute. This updates the status of the jobs to Scheduled – In Route in DOLI.

If you only have Best Buy appliance jobs today, this step replaces logging in to DOLI and clicking the Confirm Routes button. If you have jobs from other clients/campaigns in addition to Best Buy appliance work today, you still MUST log in to DOLI and Confirm Routes.


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Step 2: Equipment Picked Up

Note: You must update the status of your jobs when you pick up the equipment from the store. If you have jobs out of multiple stores today, you will need to update the status of the jobs from each store.

6. Once you have picked up the equipment for your orders from the store, tap/click Equipment Pick-up at the top of the page.

Note: This lists all of your jobs for the day by store, including store information, Job #, Customer Last Name, and Customer City, State, and Zip.

7. Once you determine the status of the product you are picking up for each order, update the job on this screen:


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a. If it takes more than 20 minutes to get assistance with starting the pick-up process at Best Buy, perform the following steps:

i. Select Wait for more than 20 minutes from the drop-down menu on each job.

ii. In the Notes field, enter clear, detailed notes about the problem.

iii. Click Save.

iv. When you get assistance with the pick-up process, update the status on each order from that store appropriately. Proceed to the next step.

b. If the product for the order is available, undamaged, and now in your possession, perform the following steps:

i. Select No Issues from the drop-down menu (No Issues is selected by default).

Note: If you are not picking up equipment for the job (no delivery required), select No Issues.

ii. Tap/click Save on the job.

Note: This updates the Step on the job on the mobile site to Pickup. This updates the job status in DOLI to Scheduled – Equipment Received.

c. If a job includes multiple pieces of equipment and at least one piece cannot be picked up, BUT you can still roll on the job with the other pieces, perform the following steps:


ii. Select No Issues from the drop-down menu.

iii. Enter clear, specific notes about the product issue in the notes field.

iv. Tap/click Save on the job.

Note: This updates the Step on the job on the mobile site to Pickup. This updates the job status in DOLI to Scheduled – Equipment Received.

d. If you are not taking possession of the equipment at pick-up because it is not available, it is damaged, or it is incorrect, perform the following steps:

i. Select Equipment Problem from the drop-down menu.

ii. Required: Enter clear comments explaining the problem with the equipment.


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iii. Tap/click Save on the job.

Note: This updates the Step on the job on the mobile site to Pickup. The job is now displayed in red in the order list, indicating that there was a problem with the order. You do not need to make further updates to this order in the application, but you can still enter any necessary notes on it. This also updates the job status in DOLI to Scheduled – Action Needed, indicating that Installs needs to take action on the order.

8. Once you have updated the equipment pick-up status for all jobs listed, tap/click Close at the bottom of the window to return to your list of orders.


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Step 3: Precall

Note: All Best Buy appliance jobs require the servicer to call the customer 40 minutes before your arrival to confirm your ETA. You must update the status of each job when you make the pre-arrival call to the customer.

9. Tap/click the job number of the first job you are rolling to.

Note: If you completed the previous required status updates, the Precall step will be active.

10. All phone numbers we have for the customer are listed in the Phone # drop-down menu. If you do not reach the customer on the first number, you must call all other numbers until you reach the customer, or leave a voicemail with your ETA at each number. You only need to set the Call Result for the first number you call.

11. From the Phone # drop-down menu, select the number you called first.

12. From the Call Results drop-down menu, select the status of the call.

a. If you spoke with the customer, select Spoke with Customer.

b. If you left a message for the customer, select Left Voicemail.

c. If the customer did not answer and you were not able to leave a message, select Customer Unreachable.

13. From the Minutes Out drop-down menu, select the number of minutes until you reach the customer’s location (your ETA).

14. (Optional) If desired, enter comments in the Notes field.

15. Tap/click Save Step.

Note: This updates the Step on the job on the mobile site to Precall. You cannot reopen a step once you have saved it. This also updates the job status in DOLI to Scheduled – ETA Provided.

16. Required: If you left voicemail or did not reach the customer at the first number, go back to the Phone # drop-down menu to see if there are additional phone numbers available for the customer. Call all numbers listed until you reach the customer, or leave a voicemail with your ETA at each number.


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Step 4: Onsite

Note: You must update the status of each job when you arrive onsite. If you completed the previous required status updates, the OnSite step will be active.


a. If the customer is home and you are able to perform all services on the order, perform the following steps:

i. From the drop-down menu, select No Issues.

ii. Tap/click Save Step.

Note: This updates the Step on the job on the mobile site to Onsite. You cannot reopen a step once you have saved it. This also updates the job status in DOLI to Scheduled – Onsite.

b. If you cannot complete all of the services on the order (i.e., you can perform some of the services, or you cannot perform any of the services), perform the following steps:

i. If the customer is not home and you followed all required steps to contact the customer, select Customer Not Home from the Status drop-down menu.

ii. If there is a site not ready issue for any SKU on the order, select Site Not Ready from the Status drop-down menu.

Note: Use this status if the product does not fit the space in which it is supposed to be installed, and the customer wants to change the site (resize the product opening).

iii. If there is a problem with any of the equipment, select Equipment Problem from the Status drop-down menu.

Note: Use this status if the product does not fit the space in which it is supposed to be installed, and the customer wants to return the product.

iv. Required: Enter clear, detailed comments explaining the problem.

Note: You do not need to call Installs to report the problem; update the status in this step and document clear notes about the problem.

v. Tap/click Save Step.

Note: This updates the Step on the job on the mobile site to Onsite. The job is now displayed in red in the order list, indicating that there was a problem with the order. You cannot reopen


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a step once you have saved it. You do not need to make further updates to this order in the application, but you can still enter any necessary notes on it. This also updates the job status in DOLI to Scheduled – Action Needed, indicating that Installs needs to take action on the order.

Step 5: Job Complete

Note: You must update the status of each job when you are preparing to leave the customer’s site. If you completed the previous required status updates on the job, the Job Complete step will be active.


a. If you completed all services on the order, select No Issues.

b. Tap/click Save Step.

Note: This updates the Step on the job on the mobile site to Complete. You cannot reopen a step once you have saved it. This also updates the job status in DOLI to Complete – Pending Verification. You MUST scan and upload all completed, customer signed paperwork to the order in DOLI. When you upload your paperwork, DOLI will automatically close out the job as Complete – Completed per SOW.

c. If you completed part of the service on the order, perform the following steps:

i. From the drop-down menu, select Partial Completion.

ii. Required: Enter clear, detailed comments explaining why only part of the service was completed.

iii. Tap/click Save Step.

Note: This updates the Step on the job on the mobile site to Complete. The job is now displayed in red in the order list, indicating that there was a problem with the order. You cannot reopen a step once you have saved it. You do not need to make further updates to this order in the application, but you can still enter any necessary notes on it. This also updates the job status in DOLI to Scheduled – Action Needed.


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Please remember to upload your completed, customer signed paperwork to the order in DOLI once order is in Completed status.

d. If there are issues with the equipment and you are returning it to the pick-up location today, perform the following steps:

i. From the drop-down menu, select Equipment Returned.

ii. Required: Enter clear, detailed comments explaining which equipment you are returning, and why.




e. For any other equipment issues, perform the following steps:

i. From the drop-down menu, select Equipment Problem.

ii. Required: Enter clear, detailed comments explaining the equipment problem.





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Documents

Best Buy Appliance Services - NAL Group · 5/3/2017 · Large companies like Best Buy invest a great deal of effort and financial resources to build and maintain a brand that consumers