Every showroom person dreads the phone call saying "I'm
having a problem with my shower/faucet/tub and I need you to come look
at it." However, these after-sale visits can be a great way to show
homeowners the value of your showroom and can also be a great learning
tool for the showroom staff.
First, ask questions - LOTS of questions. How long has the
product been installed, how long has the issue been occurring, have
there been any unusual water or electrical issues at the house?
Second, request pictures from the job site - lots of
pictures. What a homeowner sees as insignificant can make a huge
difference in how the issue is addressed. Photos can also help identify
the manufacturer of the product.
Third, contact the local rep. They may be aware of an
on-going issue and how to solve it without a field visit. There are many
plumbing issues that can be diagnosed and resolved while simply
remaining at your desk.
If it is determined that a field visit is necessary, assemble
any necessary parts you think you might need before going to the site.
It is better to err on the side of having too many parts with you than
not enough.
Set a time for a field visit. The showroom person, the rep,
the plumber and the homeowner (or homeowner representative) should be
there, if at all possible. The showroom person is the liaison between
the rest of the job site attendees and should be there to represent
their showroom while also learning from process.
After the visit, the showroom staff should always follow up
with the homeowner to make sure they are satisfied with the resolution
of the issue. Ideally, no one likes issues with a product, but how you
deal with those issues that arise can go a long way in making your
showroom the "go to" operation in your area.
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