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01

T A B L E O F C O N T E N T S

0 3 W E L C O M E T O T H E F U T U R E

04 Life Lessons

06 What is Fix & Protect?

09 Change Can be Scary

11 Show Them Your Escalade

12 Proudly Present Your Best

13 New Expectations

1 5 C R E W P O I N T F I X & P R O T E C T

AT T H E T I M E O F I N S TA L L

16 Where It Starts

18 The Recommendations Report

19 Work as One Team

20 Technolog y + CrewPoint = Awesomeness

2 3 I T ’ S T I M E T O C R E W P O I N T

24 Say What?

25 Counsel Your Customer

26 Then What?

2 8 C O N S I S T E N C Y I S T H E K E Y

29 Get Comfortable Being Uncomfortable

3 1 I T ’ S G O O D F O R E V E R Y O N E !

3 5 O W N E R S & M A N A G E R S

G E T T I N G S TA R T E D W I T H

F I X & P R O T E C T A N D C R E W P O I N T

36 Tell Production What Sales is Doing

39 Tell Sales What Production is Doing

40 Tell Everyone about Fix & Protect

and CrewPoint!

42 Appendix

44 CrewPoint Step-by-Step

03

W E L C O M E T O T H E F U T U R E

CrewPoint is going to forever change the way you provide

homeowners with the ultimate installation experience.

Pretty bold statement, huh? Well, up until now our

network has, for the most part, relied on the sales team

to sell the solution and the production team to install it.

Makes sense.

CrewPoint is about to blur the lines. Don’t worry. If

you’re someone who is on the production side of things

for your company, you’re main role is still to install stuff.

And we all know you and your team are the best in the

industry at it. But CrewPoint is going to make it easy for

you to talk about and sell bigger, better jobs at the time of

installation! And that’s a great way for production teams

to help customers add value, quality of life, and peace of

mind to their homeownership experience.

Before we can discuss CrewPoint, it’s important to

understand the newest philosophy embraced by your

sales team. It’s called Fix & Protect.

0 4

LIFE LESSONS

Do you have an appliance in your

home or maybe a part on your vehicle

right now that is on its last leg? You

know, the water heater, dishwasher,

garage door opener? Or maybe your

car’s tires, brakes, or the complete

engine? Sorry to ruin your day like

that, but if you own a home or car,

you likely just came up with not one

thing but maybe even a sad little list

of things.

Often we struggle with the same

question each time: Do I replace this

item now to protect myself before

it breaks, or do I just wait and fix it

after it has broken – and possibly be

left high and dry?

One of my first cars was a

Honda Civic. They had timing belts

back then and those needed to be

replaced every 70,000 miles or so. I

learned two lessons about fixing and

protecting from that car.

First, I didn’t have any money, so

my idea was to wait for the timing

belt to break and then have it fixed.

My dad informed me that not only

would this leave me by the side

of the road someday when I least

expected it – because the car won’t

run at all with a broken timing belt

– but also that when the timing belt

breaks, it can actually destroy the

entire engine. So I thought better of

waiting to fix it later and decided to

protect it now.

The second lesson I learned from

this experience was this: About a

month after getting the car back from

the shop with a new timing belt, my

water pump started making noise.

The little Civic sounded like a diesel

truck. I went back to the shop and the

guy told me, “Oh yeah, those usually

go out about the same time as the

timing belt. We have to take it off

when we do the timing belt anyway,

so a lot of people just replace them

both at the same time.” Well thanks a

lot, I thought to myself. I didn’t know

that! Why didn’t you offer me this

protection a month ago?

Now, many cars, houses, and

years later, I appreciate being told

about opportunities to protect my

belongings before I have to fix them

unexpectedly. Don’t you?

06

WHAT IS FIX & PROTECT?

Fix & Protect is presenting customers with the option

to not only fix the area of their home that has already

been damaged by foundation settlement, bowing walls,

or sagging floors, but also to protect the rest of the home

– the parts that haven’t experienced problems yet – from

suffering the same issues down the road.

After all, when our customers build their accomplish

list with the design tech, their main goal is to Permanently

Stabilize their foundation, walls, floors, or concrete. The

surest way to do that, for the entire home, is to place

our solutions throughout the entire home. Am I right?

If you are a dealer who is also in the Basement Systems

network, this should all sound familiar. For years now

dealers who provide basement waterproofing have been

showing customers who may only have water coming

in along one wall or in one corner how they can protect

their entire basement (Keep Whole Basement Dry) by

installing a full-perimeter drainage system. Beyond

that, the customer is shown a sump pump system with

not one, not two, but three pumps (including one that

is battery-powered) to accommodate any situation that

could prevent their basement from being dry all the time.

0 8

09

CHANGE CAN BE SCARY

Now when this idea first came about in the

waterproofing world, people thought it was crazy.

Who would want to put WaterGuard around the

entire basement when they only have one corner

that is leaking? Who would want three pumps

when they don’t really get that much water and

don’t have issues with power outages?

But guess what? Some customers did want that.

Not every customer, but some. Why? That may

be different for everyone. Usually a customer’s

“why” falls into one of three categories:

■ Property Value (sell-ability),

■ Quality of Life, or

■ Peace of Mind.

Many people want to know that a leaky

basement will never prevent them from selling

in the future. Some want to never have to throw

out carpet or haul another shop-vac full of

water up the stairs again. Others want to rest

easy in their beds when they hear the rain

coming down in buckets in the middle of the

night. The point learned was that we should

not be deciding what that customer needs.

Because if the customer wants one or more of

the three things listed above, then guess what?

They need to do full perimeter waterproofing

and the three-pump system!

It ’s the want – the customer’s “Emotional

Why” - that drives the need. And those wants

are very personal.

What can the structural repair contractor

learn from this? If a customer “wants”:

■ To never have to discount their house due

to a structural issue (Property Value),

■ To never deal with another sticking door,

window that won’t open, or crack in their

drywall or brick (Quality of Life), or

■ To never worry about a wall caving in during

a storm or their house sinking into the earth

(Peace of Mind),

…then guess what? They “need” to put FSI piers,

an FSI wall repair solution, and/or SmartJacks

not only in the areas that have already broken,

but everywhere!

Here’s the issue though: Customers haven’t

always thought through exactly what they really

want. Sometimes they don’t realize a “want” until

someone shows them what is possible.

10

11

SHOW THEM YOUR ESCALADE

I tell the story of going in to get an

oil change for my Chevy at the local

dealer. I used to enjoy doing this

maintenance myself, but now the

dealer provides me with me free or

discounted oil changes. Why do they

do this? Well, they know that while I

wait I will go look around at the new

cars, don’t they? And I like cars! So

like a little kid chasing a butterfly, I

go check out the showroom.

I happened across the new Cadillac

Escalade. Man, these things are bad

(in a good way). 22” wheels that

look like jewelry. Mirror-like paint.

Beautiful chrome trim. Wood, suede,

and leather inside. Do you know it has

16 (16!) speakers? Who would possibly

need this? Shouldn’t we all be upset

with General Motors for presenting us

with such an unneeded automobile?

But we aren’t, are we? GM is simply

presenting us with their best. They

are saying, “Look here if you want to

see the best we have to offer!”

Does everyone buy the loaded

Escalade when they walk into the

GM dealer? Of course not. Some say,

“That’s nice, but I’m good with the

Chevy Tahoe.” But they aren’t mad

for having been made aware of the

Escalade, right?

And guess what, when some people see

the best, they will buy the Escalade!

Now think about this: What if

Cadillac had never built the Escalade?

What if they had it under a cover off

in a shed in back hidden from view?

Would anyone ask for a vehicle like

that? Would they ever sell even one

Escalade (let alone thousands) if they

never told their customers it exists?

So will a customer ever ask for, and

buy, piers for their entire foundation

– to both fix what’s broken and protect

what hasn’t broken yet – if we never

present them with the opportunity?

12

PROUDLY PRESENT YOUR BEST

By embracing the philosophy of Fix & Protect, this

is exactly what your sales team is going to be doing –

showing every customer the “Escalade”. Your very best

solution. No longer are we acting like our number one

goal is to save the customer money. And here’s why.

Let’s say a customer calls us out and the design tech finds

during their inspection about a quarter inch of settlement

along one wall. Do you know some sales people who might

look at this and say to the customer, “You know, this isn’t that

bad. It’s “only” a quarter inch. You should just keep an eye

on it and see if it gets any worse.” And let’s be honest, might

you even say that? If so, why?

The customer called us out for a reason. Namely because

the cracks in their foundation or their sagging floors bothers

them enough to pick up the phone, set an appointment, take

some time out of their schedule, and meet with us. Don’t

hear me wrong. It’s always the customer’s decision in the

end to fix the problem or not. But it is certainly not up to

you or me to decide for them or even suggest our personal

opinion. As a matter of fact whenever I am asked, “What

would you do?” I respond that I would do whatever I thought

was reasonable and necessary to:

01. Preserve my home’s value and sell-ability,

02. Provide my family with the quality of life we desire

out of our home, and

03. Promote my own peace of mind about the problem.

Then I tell them they should do the same, and that I

cannot provide those answers for them. Those are personal

decisions that can vary widely from person to person.

Telling a customer to just, “keep an eye on it” doesn’t

help them with their property value, quality of life, or

peace of mind! As a matter of fact, it may make their

lives much worse if they take your advice and end up

having to discount the price of their home, or live with

the symptoms of a structural issue, or experience anxiety

from always wondering and worrying about the problem.

NEW EXPECTATIONS

Your sales team is going to be talking to every customer

about how they can both fix their current foundation

issues and how they can protect the other areas of their

home from experiencing the same issues down the road.

Production should expect to see jobs where product is

going to be getting installed in areas that aren’t currently

settled, bowed, or sagging.

And for customers who don’t choose to protect at the

time of their sales appointment, there is going to be

another opportunity for them to see our “Escalade”. It’s

called CrewPoint, and it was created just for you.

15

C r e w P o i n t

F I X & P R O T E C T

AT T H E T I M E O F I N S TA L L

We are expecting that about one in ten sales will end with

the customer choosing to both fix and protect (or purchase

a portion of the protection). And that’s great! That changes

our business dramatically and puts a lot more customers

in the position to be totally satisfied – permanently.

Of course when most people call us, they are only

thinking about fixing their issue. The idea of protecting

may take more time for them to get their heads around.

For the nine out of ten customers who do not choose to

protect at the time of the original sale, the crew leader

has a perfect opportunity to bring the idea up to the

homeowner again at installation time. This is what we

call CrewPoint – providing the homeowner with another

viewpoint - that of the crew leader.

16

WHERE IT STARTS

CrewPoint is a game-changer for our customers, company,

and crew members. But it all starts at the point of sale.

The sales gear in the Business Machine must plant the

seeds and present both the fix and the protect options to

the homeowner during the original sales process to start

the “protection” wheels turning inside the customer’s

head. CrewPoint is much more effective when the

customer has had some time to consider the idea of

protection for a few days or weeks.

A successful CrewPoint program starts with a sales

team dedicated to Fix & Protect. With the Fix & Protect

culture in place on the sales team, the production team

has three great tools to use to further help the customer

with additional protection:

01. The Recommendations Report section of the proposal.

02. The One Team meeting.

03. The new CrewPoint app.

Let’s take a look at each now.

18

THE RECOMMENDATIONS REPORT

A key tool for the crew leader to use

in assisting the homeowner with

their protection options is the new

FoundationView Recommendations

Report. Going forward, whether or

not the sale is made, and whether or

not the customer chooses all, some, or

no protection, the design tech is going

to create a Recommendations Report

as a separate page of the proposal.

The Recommendations Report will

contain a listing of the following:

■ Any “Protect” portions of an

Accomplish List item the customer

decided not to purchase.

■ Any Accomplish List items that

were presented, but the customer

decided not to purchase.

■ Any Accomplish List items that

were suggested by the software,

but not presented to the customer.

I n a d d it i o n to t h i s l i s t o f

re commendations , there are a

couple ways the design tech makes

the Recommendations Report more

complete:

First, FoundationView has been

updated to allow for the easy creation

of a second drawing to show the

location of “Recommendations”. When

in the FoundationView Drawing Tool,

clicking on the Recommendations

Report button creates a duplicate of

the original drawing where items that

were discussed with the customer,

but not purchased, can be displayed.

The recommendations drawing is a

great tool for the crew leader to use

to visually show the customer their

protection options one more time, on

the day of installation.

Second, notes about additional

recommendations will be displayed on

the Recommendations Report as well.

For instance the design tech may note,

“Recommend additional 22 SmartJacks

and two PowerBrace supplemental

beams to protect entire floor from future

sagging.” This serves as a reminder to the

customer of what a complete Fix & Protect

(Escalade) kind of project could mean

to them and provides key information

to you, the crew leader, to discuss with

the homeowner.

The Recommendations Report is a

big key to setting up the production

team up for ultimate CrewPoint success!

19

WORK AS ONE TEAM

One more way to bridge the gap

between the sales visit and the

instal lat ion – and ensure that

the Recommendations Report is

as useful as possible, is for the

design tech and crew leader to

communicate about the job. During

the One Team meeting, the design

tech and crew leader should review

t he Re c o m me nd at i o n s Re p o r t

together. The design tech should

indicate where the customer stood

on the idea of protection. Were they

uninterested? Wanted to, but didn’t

have the money? Right at the goal

line, just didn’t pull the trigger?

Also - and this will really hit

home with your customer - what was

their emotional reason for buying

in the first place? What was their

“Emotional Why”? Are they wanting

to finish the basement for a play

room or man cave? Do they lose sleep

every time it rains wondering if their

house will collapse? Are they unable

to close certain doors or remodel due

to continual drywall cracking?

People may eventually justify a

purchase with logic, but emotion

is what drives buying. It is critical

for the crew leader to know the

homeowner’s real Emotional Why

driving them to do this project in the

first place, because that emotion will

also play into their decision regarding

protecting the rest of their home.

20

TECHNOLOGY + CREWPOINT = AWESOMENESS

There’s one more great tool in your toolbox to help guide customers through

the option of additional protection: The new CrewPoint app!

The CrewPoint app is available for your iOS or Android device, and is

designed specifically to make discussing, presenting, and adding additional

protection at the time of installation simple and efficient. The app allows

the crew leader to:

■ Access the entire original proposal.

■ See solutions the design tech

recommended but the customer

chose not to purchase at the time

of the sales appointment.

■ Show the customer product videos.

■ Show the customer before & after

and installation photos.

■ Create change orders for any

new protection the customer has

decided to add.

■ E-mail a revised proposal to the

homeowner and your office.

■ Access the CrewPoint customer

messaging scripts for review and

practice.

A complete user’s guide is available when you download the app to your

device. The program makes it super easy to assist the homeowner with

their questions and then complete all the required documentation for the

added work. The crew leader using the state-of-the-art CrewPoint app will

look prepared and professional!

23

I T ’ S T I M E T O C R E W P O I N T

At this point the design tech has discussed protection

recommendations with the homeowner. And you have

discussed the Recommendations Report with the design

tech in the One Team meeting. And you have all the

information you need about this customer at your

fingertips on your CrewPoint app. It’s finally time to

execute CrewPoint!

On the day of the installation, at some point midway

through the project, the crew leader should bring the

customer to the work area to show them how the project

is coming along, answer any questions, and explain how

well the project is going and how much the homeowner

is going to like the results.

Then, use the CrewPoint app to look at the

Recommendations Report page of the proposal and say

to the customer:

“I see that in addition to fixing this part of your home, Tom

spoke to you about protecting the rest of your foundation/

walls/floors/concrete. Have you thought any more about that?”

24

SAY WHAT?

The customer will most likely have one of three responses. Here’s what they

will say and what you should say:

Customer Response #1 . “No, I’m not

going to do that additional work.”

You Say. “I understand. We find our

happiest customers are the ones who

not only fix the damaged areas, but

also protect the rest of the home from

experiencing these problems. If you

ever decide you want to do that, just

call our office to get it scheduled.”

Customer Response #2. “I have thought

about it. What do you think?”

You Say. “In my role with the company,

I see firsthand how these problems

can pop up in other areas. We find our

happiest customers are the ones who

not only fix the damaged areas, but

also protect the rest of the home from

experiencing these problems. Would

you like to revisit the idea?”

Use the Recommendations Report from the proposal to talk about where

additional product would go. Follow the steps in your CrewPoint app to

give the customer opportunities to buy the added protection. If more work

is purchased, perform any of the extra work possible (time permitting) and

call for an install date for the additional work. Great job!

Customer Response #3. “Yes, I have. Can you do that work too?”

In this case, use the CrewPoint app to complete a Change Order. Perform

any of the extra work possible (time permitting) and call for an install date

for the additional work. Great job!

25

COUNSEL YOUR CUSTOMER

A crew leader has a ton of credibility with the homeowner.

They trust you and want your opinion. Use your Mindset

& Beliefs to counsel your customer about the benefits

of total protection to permanently stabilize their entire

home!

My Mindset. I care about this customer the way I would

my favorite person.

My Beliefs. Homes Should Be:

01. Fixed & Protected

02. Fixed & Protected Now

03. Fixed & Protected Right, and

04. Fixed & Protected by Us

26

THEN WHAT?

If you’re still reading I will assume

you are excited to get star ted

helping more customers with more

protection of their home! You may be

asking, “What do I do if they want

a significant amount of additional

work and my crew can’t fit it in due

to scheduling?”

Well, first, this is a great problem

to have! But it is a very real issue

as some customers may assume

the work can be added that day or

week. Our suggestion is that the

Crew Leader be allowed to make an

informed judgment call about what

he is able to get done that given day.

Any additional product installation

that can be completed without

disrupting the existing production

schedule should be installed by that

crew. But many times the additional

protection the homeowner decides

to complete will be as much of or

even more work than the original

project. This will, obviously, require

scheduling a separate install date and

possibly crew.

Here’s what to do: When you send

the CrewPoint change order email

to your production CSR, simply note

what work, if any, your crew can

complete. This way the production

CSR will know how much extra work

is required and can make contact with

the homeowner to get that additional

protection install on the calendar.

Here’s an example of what the Crew

Leader should say to the customer:

“We were scheduled to install four

SmartJacks in your crawlspace today.

We should have t ime to also install

three of these addit ional ones you

would like to add. You will get a call

shortly from our office to set a time

that works for you to have us install

the remaining 18 SmartJacks and two

supplemental beams. Once completed,

your home w i l l be per manently

protected from any more sagging floor

issues. Congratulations!”

28

Like all of the small details we train

(we call them “Quarter Percenters”),

the key to success with CrewPoint is

consistency. It must be presented every

single time to be effective. Why?

C O N S I S T E N C Y I S T H E K E Y

GET COMFORTABLE BEING UNCOMFORTABLE

You should expect maybe one in ten customers will, at

the time of installation, opt to improve their project by

going ahead and adding the recommended protection

that the design tech first presented to them.

But, we don’t know which one out of ten that is, do

we? So if the crew leader is only using CrewPoint to

re-ask about the protection when it feels comfortable,

or when they happen to remember - say seven out of

ten times – those might be seven customers who aren’t

interested. What if the one customer who would have

taken the full Fix & Protect was in the group of three

customers you failed to mention it to?

The crew leader needs to be comfortable with the fact

that only a small percentage of customers will likely

choose, or be able to afford, full protection. A successful

CrewPoint program can only be built on consistent use

of the concepts presented here. Every Customer. Every

Install. Every time.

31

I T ’ S G O O D

F O R E V E R Y O N E !

Let’s recap why implementing a Fix & Protect philosophy

and CrewPoint at your company is good for everyone.

Customer. Two homeowners have foundation settlement.

The first one decided to fix the sinking corner of their

home with your company using five helical piers.

Your crew does a great job on the installation and the

homeowner gets a 25-year warranty on that corner.

Perfect, right?

32

Well, let’s take a look at what happened to our second

homeowner. This customer was told about the option

of not only fixing the corner, but also protecting the

rest of the home from ever having the same kind of

problems. Thirty-four piers were installed around the

entire perimeter of the home.

Which customer will never have settlement problems

again? Which one will be happiest with their home and

your company? Which one will brag about their project

and your company to their friends?

Don’t get me wrong, it may certainly be more painful

when it comes time to write the check at the end of the

project for the second customer. But beyond that point,

customer number two has the better road ahead.

Company. Upon rolling out Fix & Protect to one dealer,

the owner was very excited. But not for reasons you

might think. On the surface one may say that an owner

would be excited about more and bigger sales, but this

owner was most excited about eliminating some of the

additional work he was giving away free to customers

who experienced additional problems – in other areas –

after we had fixed only a portion of their home.

Think about your own experience. When we fix part

of a home with piers, wall products, or SmartJacks, and

that homeowner has similar problems elsewhere in the

home, who do they often blame? Even if the design tech

is clear, and our warranty language clearly states the

covered area, many customers conveniently choose to

forget those conversations and expect your company to

make things right – for free!

And even if a homeowner doesn’t necessarily blame us

when they have problems in other areas, what might they

tell others about your company? Say they’re at a party

and someone asks about their experience with fixing the

foundation. They would likely say, “Well, it was pretty

good, but now we are having more problems on the back

of the house.” Not exactly a resounding endorsement.

But the Fix & Protect customer – a homeowner who

puts our solutions around their entire home – what would

33

they say? “Oh man, it was awesome! My entire home is

sitting on piers that reach all the way to bedrock. We

haven’t had ANY more problems. And never will!”

That’s the kind of customer we want running around

town talking about us!

The owner discussed here was spending hundreds of

thousands of dollars every year adding a few more piers or

wall supports or SmartJacks just to keep customers happy

– even when his company was in no way responsible for

the new problems. When sales teams present Fix & Protect

every time, not only will the first kind of customer more

clearly understand what they are and are not getting, but, of

course, we know that for the second kind of customer – the

one who takes the Protect – we will never hear back from

them with the same issues happening elsewhere in the home!

Crew. This is an easy one. Would you rather install 30

piers at five different homes across your service area or

30 piers at one home? Of course it’s more efficient (and

profitable) to do more work at fewer locations.

With the addition of CrewPoint, even if a customer

doesn’t choose protection at the initial sale, they will

be perfectly positioned to hear about it again from the

crew leader. And when the crew leader can sell that

additional protection it is a huge boost to the efficiency

of the installation team. And that leads to…

You. Finally, we can’t forget the impact using CrewPoint

to discuss Fix & Protect will have your own income as

a crew leader or crew member. Sometimes we need to

remind our crews that when they make money – a lot

of money – it’s a good thing. Outside of the occasional

“lucky” win-fall or being dishonest, your income is in

direct correlation to the value you are providing. If

you sell additional protection to a homeowner, you are

providing more value. And if you provide more value

you will – and should – make more money.

So use CrewPoint to start talking about Fix & Protect

to every customer, every time. And as your income

increases, be proud of the value that represents.

35

O w n e r s & M a n a g e r s

G E T T I N G S TA R T E D W I T H F I X

& P R O T E C T A N D

C R E W P O I N T

36

TELL PRODUCTION WHAT SALES IS DOING

The Fix & Protect concept must be presented to the sales

team, of course, but production must be trained as well

so that they fully understand the “why” behind Fix &

Protect. Because the crew is going to wonder, why did the

design tech sell more piers than the customer “needed”?

Some production departments have assumed the role

of deciding what our customers “need” and actually

downsizing jobs. With Fix & Protect, this has to stop!

Production must understand that your sales team is now

discussing not only how many piers it will take to fix the

current problem, but also the number of additional piers

to protect areas that haven’t yet experienced problems.

The crew and crew leader must understand that the

customer’s “needs” very well could go beyond just the

physical repairs to their home. The customer may need

the peace of mind that comes from knowing these issues

won’t be back – even in other areas not yet broken.

If production isn’t up to speed on the Fix & Protect

conversations the sales team is having with customers,

they may make comments to the customer like, “These

aren’t needed. You only need piers (or Geo-Locks,

SmartJacks, etc.) here.”

39

TELL SALES WHAT PRODUCTION IS DOING

Quite to the contrary of having a crew leader say this,

as a compliment to the Fix & Protect messaging the sales

team uses, the CrewPoint program provides production

teams with additional customer messaging to bring the

issue of protection up again at the time of installation.

CrewPoint is a second chance for every customer to get

our best solution!

For the sales team to understand just how important

their role is to a successful CrewPoint program, they

must be involved in that discussion just like production

should hear about Fix & Protect.

So be sure the sales team is in the room when the

CrewPoint concept is rolled out and CrewPoint app training

is taking place. This way every design tech can see the

importance of discussing Fix & Protect with every customer

and completing detailed Recommendations Reports.

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TELL EVERYONE ABOUT FIX & PROTECT AND CREWPOINT!

As a final suggestion for implementing these powerful

ideas at your company, consider making it a company-

wide discussion so that everyone knows how we are

going to start serving our customers best by showing

every homeowner their very best option for never having

these issues in their home again.

Talk about the Escalade analogy. Better yet, tell your

own stories of customers who have had to have you back

out to make additional repairs when the same issues

popped up elsewhere in the home. How did that customer

react? Were they reasonable, or were they upset with your

company – even though you fixed the original problem?

Ask your team to visualize the “bad” areas in your own

community where homes have deteriorated. Property

values are down. Crime is usually up. There’s little beauty

or hope in these parts of our communities. What if fifty,

forty, or just twenty-five years ago a company had cared

enough to talk to those homeowners about protecting their

homes from future structural issues? What if several of

those homes had full-perimeter peiring? Every basement

wall stabilized with an FSI wall repair solution? Rock solid

floors supported by SmartJacks and additional galvanized

PowerBrace supplemental beams? What if all the concrete

around those homes had been stabilized with PolyLevel

and every joint sealed with NexusPro?

Visualize that same neighborhood now? Would

things be different there? Remember, these are the

neighborhoods where your own children or grandchildren

will buy their first homes and start their own families.

When we become bold enough to redefine our approach

– to not fear showing our customers our very best – we

change the world. Not just today, but for future generations.

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A P P E N D I X

A word about Fix & Protect with

piers. You may notice the piers

you see on the Recommendations

Report in areas where they will be

used to protect are spaced further

apart than the ones being used to

fix the already settled areas. This is

because the Load Calculator for piers

in FoundationView allows the design

tech to indicate if lifting will be

attempted or if the goal is to stabilize

only. When the “Stabilize Only” box

is checked, often pier spacing will

increase by a half foot or more.

When you notice that spacing is

greater in the “protect” areas, this

is a great opportunity to explain to

the homeowner how it is much more

efficient to protect before a fix is needed.

Not only will they avoid costly cosmetic

repairs, but fewer piers are needed.

A word about Fix & Protect and

bowing walls. Unlike the piering

load calculator, at this time the

Geo-Lock, PowerBrace, and Carbon

Armor load calculators do not

adjust spacing based on whether

it is a stabilize only situation. If a

homeowner wants a wall protected

that has suffered no damage, and is

not yet leaning or bowing in, your

dealership may decide that such a

wall can be warrantied while using

greater spacing distances than those

returned by the wall load calculator.

Foundation Supportworks makes no

recommendations other than what

the wall load calculator suggests.

A word about Fix & Protect with

S m a r t J a c k s . M a ny s t r uc t u ra l

crawlspace appointments end up

needing a few SmartJacks under the

existing main support beam(s) to

provide support and lift to sagging

floors in one or two areas. When

presenting Fix & Protect in these

situations, the design tech will show

the homeowner the option of replacing

all of their old supports by installing

SmartJacks under the entire main

beam or beams. Additionally, splitting

the spans from that main beam over

to the foundation wall in half with

new PowerBrace supplemental beams

supported by additional SmartJacks

will be presented.

This ultimate floor support system

will give the customer floors that feel

as solid as their garage floor (Quality

of Life) and the assurance that dealing

with sagging floors is a thing of the

past (Property Value & Peace of Mind).

A word about Fix & Protect with

Po l y L eve l . W hen it comes to

protection and PolyLevel, we have

a completely separate accomplish

list item called Stabilize Exterior

Concrete. The product associated

with this accomplish list item is the

“Concrete Protection System” which

consists of PolyLevel injection under

slabs (before they begin to settle)

and the sealing of control joints and

cracks with NexusPro joint sealant.

A PolyLevel installation is unique

in that you can actually do a small

demonstration of the recommended

protection portion of the proposal!

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When your crew is done handling

the customer’s main goal of lifting

and leveling the uneven concrete,

bring the customer out to show them

your work and use your CrewPoint

customer messaging script to ask,

“One of the solutions our company

provides is stabilizing exterior concrete

– before it cracks, breaks, and settles.

I notice our design tech, Joe, spoke

to you about protecting all of your

exterior concrete surfaces. Have you

thought any more about that?”

We know that the customer will

usually respond one of three ways:

“No, I don’t want to.”, “What do you

think?”, or “Yes! Let’s do that.” If they

respond with one of the first two

answers, try this:

“How about if I stabilize these two slabs

next to the ones we fixed right here –

for free. Just to show you what it looks

like when we’re done. If you’re still not

interested, you get a couple of slabs

that will never settle on the house!”

Often once a homeowner sees just

how easy it can be done, and how

beautiful it looks when the control

joints are all sealed up nicely, they

will decide to do everything. It’s a

little extra time on your part, but will

surely add a few Concrete Protection

System jobs to your schedule each

month if consistently done.

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C R E W P O I N T S T E P - B Y - S T E P

01. It all starts with the design tech making sure to show every customer

both what it takes to fix where the home is already damaged as well as what

it takes to protect the rest of the home from experiencing the same problems.

02. Next, for those customers who do not buy protection (or only a portion

of the protection), the design tech will complete a detailed Recommendations

Report in the FoundationView software including a secondary drawing

showing additional recommended solutions and their location as well as notes

like, “In addition to five SmartJacks to fix currently sagging floors, recommend

14 additional SmartJacks and two supplemental beams to protect entire floor.”

03. During the One Team meeting, when reviewing the job with the crew

leader, the design tech should indicate where the customer stood on the idea

of protection. Were they uninterested? Wanted to, but didn’t have the money?

Right at the goal line, just didn’t pull the trigger? What was the customer’s

emotional reason for buying in the first place – their Emotional Why?

04. Once on the jobsite, the crew leader should show the customer how the

project is going at some point mid-way through. Look at the Recommendations

Report page of the proposal and say to the customer, “I see that in addition

to fixing this part of your home, Tom spoke to you about protecting the rest of

your foundation/walls/floors/concrete. Have you thought any more about that?”

CONTRIBUTERS

Writer

Jon Erbst

Kurtis Kammerer

Editor

Amanda Harrington

Art Direction

Jimm Wagner

Photography

Mariah Wall

Design

Kyle Oswalt

IMAGE CREDIT

Unsplash

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