FOLLOW-UP PROCEDURES:

Customers will be notified after the first year of installation offering maintenance to comply with product warranty agreements.
Customers are emailed a feedback form within twenty-four hours after services have been completed.

CUSTOMER RETENTION:

A service sticker will be applied to all installed products.
A thank you letter will be issued to each customer after product installations and emailed.
Newsletter emailed seasonally containing company notices, tips, product updates & coupons.
Yearly calendars and fridge magnets will be given out after services.

TIMELINES FOR RESPONDING TO EMAIL/PHONE INQUIRIES:

An immediate responding to phone calls, emails, and text messages will be done.
After any installation quote is emailed, the customer will be immediately called confirming of the sent sales documents.

PROCESS FOR COLLECTING CUSTOMER FEEDBACK:

All customer feedback will be examined and recorded for analysis
Feedback can be submitted automatically online through the customer feedback forms

PROCESS FOR INCORPORATING SUGGESTIONS INTO OPERATIONS:

All suggestions will be reviewed, if a suggestion is one that will improve customer satisfaction then an immediate integration of the practice may be implemented.
If suggestion is approved, then all employees will be trained with the improvement immediately.

REFERRAL PROGRAMS AND POLICIES:

We offer our customers with a client referral program. We offer cash incentives up to $200.
To be eligible for a reward the referred person(s) must purchase garage door installation services.
Rewards can only be paid with receipt of customer referral contact form.
Contact sheet must be received by Aroundtown Garage Doors Ltd. before contract date of referred person(s).
Rewards will be determined as follows:

Purchase Amount

$1,000 to $2,500

$2,500 to $5,000

$5,000 to $7,500

$7,500 to $10,000

$10,000+

Reward Amount

$35

$75

$100

$150

$200

PROCEDURES FOR COLLECTING TARGET MARKET DATA:

Primary online research methods include consumer surveys, pricing surveys & personal interviews

CUSTOMER RELATIONSHIP MANAGEMENT USED TO SUPPORT THE CUSTOMER SERVICE POLICY:

All customer data will be stored in SuiteCRM v7.11.15, this framework uses a MySQL database.

FEE’S AND CHARGES:

Customers are made aware and understands at time of placing a service call that a service call fee will apply in the event a technician has arrived at a customer house, unless canceled by customer prior to technician arrival at job site.
Aroundtown Garage Doors Ltd. offers no free of charge in home repair estimates.
An emergency service call fee may apply to service call trips made on holidays, weekend, after hours, overtime, or otherwise indicated by Service Dispatch.
No refund or discounts on parts or labour once agreed on by customer.
No refund or discounts are issued once customer had signed receipt.
Customer must redeem any offer or coupon through service technician and must be indicated by service technician on the receipt.
Prices may vary based on job, location, hours of service, and special offers.
Customers are made aware a service call fee will apply in the event a technician had appeared at a customer house and determined the problem not to be warranted.
Deposit must be made on all orders and balance must be paid upon completion of job.

APPOINTMENT AND SCHEDULE:

An $80.00 reschedule fee may apply on new door installation if customer not home or job site is not ready for install.
If customer not home after 2 attempts for a warranty a service call charge may apply.
If customer not home after 2 attempts to finish work order a service call charge may apply.

ORDERS AND CANCELLATION:

New door purchase may not be canceled if order was placed and the delivery by the manufacturer cannot be stopped.
Customer may not make changes to any order placed, if the order and date cannot be changed by Aroundtown Garage Doors Ltd.
Customer may not place an order on hold past 2 months of the original install date indicated by Aroundtown Garage Doors Ltd.
Customer may lose deposit or a fee may be incurred for any or all of the above reasons.
Aroundtown Garage Doors Ltd. will perform work according to estimate given to customer.

PAYMENTS:

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