WHAT IS QUICK CONTRACTORS? (https://www.quickcontractors.com/)
⦁ Founded in 2004 by then McMaster University student Trevor Bouchard with the hopes of cleaning up the contracting industry after having difficulty finding a reliable contractor himself.
⦁ QuickContractors.com Inc. was established with the goal of helping residential homeowners to connect with contractors who were licensed, qualified, and had a reputation for providing excellent service at a fair price.
⦁ Today, QuickContractors.com Inc. is working with over one thousand well-respected companies across the country and has established a national network of highly skilled, pre-certified contractors, capable of facilitating the full outsourcing of a wide variety of delivery, Installation, Assembly, renovation services, minor electrical works, door reversal and disconnection/uninstall appliances.
⦁ We are the third-party company who installs appliances being bought from the store (ex: Home Depot)
⦁ We are connected to 3000+ contractors/ Technicians
⦁ We do 150-200 thousands installation a year
Main Office: 871 Wilson Rd, S, Unit 5
Oshawa, Ontario, Canada | L1H 8B1
WHAT QUICKCONTRACTORS DOES?
⦁ Installing Appliances
⦁ Building furniture
⦁ Building Garden Sheds and Gazebo
⦁ Minor Plumbing and Electrical work
⦁ Minor renovations
WHO ARE THE CUSTOMER’S OF QUICK CONTRACTORS?
⦁ Senior Citizens / Old People
⦁ Millennial People
WAYS TO CONTACT US:
⦁ Calls (Inbound and Outbound)
⦁ Request thru website
⦁ Chat with the affiliates
⦁ Email us via bookings@quickcontractors.com
OLD PROCESS:
⦁ Customer buys dishwasher at home depot
⦁ Home Depot offers the customer installation
⦁ Customer buys the installation
⦁ Home Depot sends Quick Contractors(QC) the Order
⦁ QC Data team enters the order
⦁ QC assigns a technician
⦁ Technician calls the customer to book the appointment
⦁ Technician completes the job
⦁ QC sends paperwork showing the job complete to Home Depot
⦁ Home Depot send QC $$$
⦁ QC pays the Tech $$
NEW PROCESS:
⦁ Customer buys the installation
⦁ Home Depot sends QC the order
⦁ QC data team enters the order
⦁ QC sends customers a link to book their appointment
⦁ QC calls the CX to book the appointment
⦁ Technician picks the Job
⦁ Technician completes the job - Paperwork gets sent to Home Depot automatically
⦁ Home Depot send QC $$$
⦁ QC pays the Tech $$
Note: Shut off valve should be installed every time we do installation; if not then we are liable for damages)
⦁ Install the waterline on icemaker (Fridge)
⦁ Shut off valve for water / gas installation
WHAT WE DO:
⦁ Refrigerator/ Fridge
⦁ Range and Stove
⦁ Gas range (Drop-in & Slide-in)
⦁ Wall Oven / Built in oven
(Note: we do not do the hole/space on where the wall oven is installed. Always ask the customer if the hole/space is ready for installation)
⦁ Cook top
⦁ Dishwashers / Under Counter Dishwashers
(Note: Dishwashers are hookup to electrical line, drain line & waterline )
General rules for Dishwashers:
⦁ Shut off valve should be there
⦁ Cabinet space for dishwasher
⦁ Run the waterline / drain line
⦁ Install the electrical line
Note: Technicians are not allowed to disconnect or reconnect the GAS without
⦁ Gas Fitters License
⦁ Insurance
⦁ Warranty for a year
(Municipal Natural Gas – Charge per cubic foot usage)
⦁ Shut off Valve – Stops the water /gas on specific appliances without shutting off the water/gas in the whole house. This will isolate the malfunctioning appliance.
⦁ Garburator - Helps chew up garbage (this is not common installation)
⦁ Air conditioners
- Window mounted AC
- Through the wall AC
- Portable AC
⦁ Range Hood (Need to circulate the air inside, exhaust the air outside)
Note: Verify what type of hood
- Counter Top Range Hood
- Wall Mount Range Hood
- Chimney Hoods
- Island Range Hood / Canopy (attached to the ceiling)
- Over the Range Microwave Hood (requires more electricity)
⦁ Washers & Dryers (needs waterline, electrical and vent)
- Steam Dryer
- Gas Dryers (hooked up to gas line)
- Stackable / Un-stackable
- Pedestal
⦁ Central Vacuum Cleaner (hooked up to air pipes, mounting the canister)
Note: Appliances cover 50% of the business.
TYPES OF JOBS WE DO:
CALL AND BOOK:
⦁ Roughed- in: New install (raw)
(Note: Customer’s home should be ready for installation)
> Water line from Sink
> Drain line from the Sink
> Electrical in the wall
> Space in Cabinets
> Gas Line
⦁ Re/Re : Remove and Replace (Existing Install)
(Remove the old appliance and install the new one)
> All connections are already present
⦁ Site Inspection/ Site Survey/ Detail / Quote/ Measure
(Tech goes to customer’s house to figure out the price or do estimation)
⦁ Uninstall/Defective Disconnect / Disconnection / pre-cap
(Tech goes to customers house to disconnect the appliance prior to delivery)
⦁ Door Reversal (Fridge or Dryer)
(Tech goes to customers house to change the direction of the doors to open)
⦁ Roughed in/Re-Re : (Customer will be having a flooring)
(Ask cx if the person who will do the flooring will be the one to remove the toilet; if not, then our tech will go to the cx house to disconnect the toilet then go back to install it once the flooring is done. )
DO NOT CALL/ SHOULD BE REPORTED:
⦁ Emergency Install (should be escalated to the right region)
(No Toilet, Nothing to use for cooking, Gas Leak, Water leaking and, Electrical Issues, Malfunctioned Water heater )
⦁ Emergency Fee (escalate to the right region to assign a Tech immediately) - cx paid emergency install to the store to have the installation done on the same day of delivery or on the specified day that CX requested.
(No Need to call Cx for Emergency fee. Just Escalate to the right Region.)
Note: If cx reported a smell of gas, having nausea and similar. Please encourage them to contact their fire department.
⦁ Service Calls (Damages/ rework) (Note: Do not book, escalate instead)
(Technician to return to customers house to verify installation was done correctly. – Manufacturing defect or Technician’s mistake)
⦁ Separate Overages (Note: Do not book, escalate to get it corrected)
> Financial Transactions
> Custom Labour (this will go to Tech who did the site inspection/quote)
⦁ Custom Installation Work
> accounts receivable related
⦁ LEAD
> This is a placeholder used when customer has not yet paid for service
⦁ Regional Permit (Tech will be the one to process)
⦁ Recycling only / HaulAway only (do not call to book, Send it to the report sheet, and put the job into pending status for a week(7 days). Only book if it comes with installation)
⦁ ADD ON jobs only (do not call to book, Only book if it comes with installation)
⦁ Disconnection with Recycling – this should come with installation – email store or right region
Note: Our Main Job is booking an appointment. We do not release any pricing details to the customer. Never ever discuss the price with customers. Pricing & payment inquiry for additional Jobs must be referred to affiliates / stores.
Installation / Assembly may take 45 mins to an hour to finish.
Emergency Fix – need Fixture Order from Store / Client- escalate to Right Region
Urgent installation - escalate to the right region.
ADD-ONS on the JOB
Delivery: Pick up the appliance from the store, then deliver it to the customer’s address and install it.
Haul Away: Pull out the old appliance and bring it out.
> Return to store/ Return to Vendor – appliance is under warranty
> Disposal / Recycling (Scrap Metal / junk Shop or Dumping Site) (Note: Dumping has a fee)
Canadian Tire Home Delivery Services (CTHDS): (Do not call to book if no $ sign on the notation - this means, the product is not ready yet for delivery)
Types of Delivery:
Curbside (Along the Alley/Driveway)
At a minimum, the Carrier must deliver the Shipment to the exterior of the Customer’s location using a 1 or 2-man crew and with the use of a dolly, tailgate and other lift equipment as determined necessary by the Driver and / or Helper. For detached homes, the Shipment must be delivered as close to the house as possible. For high rises and office buildings, the Shipment will be delivered to the concierge or reception area. Preference for first dry area, backyard, up and down 3 steps and porch delivery at no extra charge. Unless the Customer specifies otherwise, Deliveries shall be made within the Delivery Window specified by the Customer.
White Glove (Customer's choice inside the house)
The Carrier must deliver the Shipment to the Customer’s location using a 2-man crew with the use of a dolly, tailgate and other lift equipment as determined necessary by the Driver and / or Helper. The Merchandise will be delivered to a room of the Customer’s choice inside the dwelling. Packaging shall be removed by the Carrier and taken off the premises. Unless the Customer specifies otherwise, Deliveries shall be made within the Delivery Window specified by the Customer.
Room of Choice (Specific room and completed Tuesdays, Thursdays and Saturdays)
Pick up the product at Canadian Tire Store and deliver to customers location to one room of choice. The package also includes unpackaging and dunnage removal. Deliveries are typically completed Tuesdays, Thursdays and Saturdays.
If you are booking a Canadian Tire Home Delivery Service job, we have set some minimum times based on the SKU.
⦁ If the SKU says Urban, you must book out a minimum of 4 days.
⦁ If the SKU says Standard, you must book out a minimum of 7 days.
⦁ If the SKU says Rural, you must book out a minimum 14 days.
Note: If you are booking a Canadian Tire Services job (ie install or assembly) please check for a delivery job associated with the order and book the delivery first.
Ex:
2nd call 24 hours to 72 hours call back time
⦁ Urban - June 8 today - blocked 4 days - Offer June 13 onwards
⦁ Standard- June 8 today - blocked 7 days - Offer June 16 onwards
⦁ Rural - June 8 today - blocked 14 days - Offer June 23 onwards
ACCURATE DATE OF DELIVERY unless cx changed the delivery date at the store
Best Buy - Advise cx to check her/his receipt
Home Depot - Check the attached PDF (if multiple pdf’s, check the latest)
The Bay Installs & Assembly (HBC) - Check the attached PDF (if multiple pdf’s, check the latest)
Leons Furniture - Check notation
The Brick Installation - Check notation
Lowe’s Canada - Check the attached PDF and Notation
WE ALSO DO:
⦁ PLUMBING
> Water Heaters (should meet the plumbing code and gas code)
> Power Vent Natural Gas Water Heaters with Tank 5ft
> Tankless Water Heater
⦁ OUTDOORS (note: we do not install during winter)
> Patio Furniture
> Sheds
> Gazebos
> Temporary Shelter
> Natural Gas BBQ
> Basketball Net /Backboard system
> Trampoline
⦁ DOOR INSTALLATION
⦁ GARAGE DOOR OPENERS
⦁ LIGHTING / CEILING FANS
⦁ INSIDE SETUP
> TV stand
> Accent Tables
> Cabinets
> Bookshelves
> Dining Sets
> Beds
> Dressers
> Wardrobe
> Desk
> Office Chairs
> Filing Cabinets
> Fireplace TV stand
> Mount TV on walls
⦁ Water/Gas/Electricity tools or appliance that needs to be installed or assembled
Reminder:
Hot Water Tanks / Water Heater - For Home Depot and Lowe’s Canada, Rona & Reno Depot delivery by technician is included in the scope of work. (Note: SKU does not have delivery on it)
LIST OF PARTNERS/AFFILIATES:
Note: Important Details per Store
⦁ The Bay Installs & Assembly (HBC) - is the only store that is 100% sure that delivery will happen in the morning and offer same day installs. Other stores need to have pickup and delivery included on the job before we do the same day installs on delivery.
⦁ Home Depot - Garden Shed Assembly - it needs to have a Quotation first (jobs for installation should be set into pending for 7 days and let the region know about the missing order for quote/measure)
⦁ Shower door Installs - delivery is included in the scope of work
⦁ We do not do Kitchen measure nor installation of kitchen cabinets
⦁ CTHDS - should be done first before we book for CT jobs (delivery has been booked and delivery team has been assigned to the job, or delivery has been completed)
- Do not Call if no $ sign yet on the notation (no schedule for the delivery team)
⦁ Canadian Tire Services (Entered thru Centah) - if Cx wanted to change address, add email addresses or changed the home phone number - collect information and forward it to the right region to update the job.
⦁ Mabe Canada - Needs to set an appointment for the disconnection/uninstall first before they will assign a delivery date for the product
- REPAIR jobs - we do not do repair only - do not call but send a report
⦁ Best Buy - we do not do Disconnection with recycling - it should come with installation
- Recycling Only - we do not call to book, it should come with installation - send report
⦁ Nautilus - the only store that allow us to do Haulaway - we can do but the tech has to get certain info from the unit , it normally happens if there is a defective unit
- We do Service the Machine - our tech will go to the customer's house, check the product to diagnose the problem.
OUTDOOR PRODUCTS (Note: We do not assemble nor install during Winter)
⦁ Patio Furniture
⦁ Sheds
⦁ Gazebos
⦁ Outdoor Cooking BBQ’s
⦁ Garage Door Opener (GDO)
⦁ Kitchen and Dining Room Furniture
⦁ Bedroom and Mattresses
⦁ Exterior Doors
INDOOR PRODUCTS
⦁ Fridge
⦁ Bowflex Max Trainer
⦁ Garburator
⦁ Dishwasher
⦁ Stacked Washer & Dryer
⦁ Pedestals Washer & Dryer
⦁ Bowflex Revolution Fiasco
CANADA TIME ZONES: Canada has 6 standard time zones with 6 corresponding Daylight Saving Time (DST) time zones.
(Note: Our Main Office is on EST)
⦁ PST : Pacific Standard Time – 3 hours difference from EST (BC)
⦁ MST : Mountain Standard Time – 2 hours difference from EST (AB) (7am)
⦁ CST : Central Standard Time – 1 hour difference from EST (MN) (8am)
⦁ EST : Eastern Standard Time (Ontario) (9am)
⦁ AST : Atlantic Standard Time – 1 hour advance from EST (NS) (10am)
⦁ NST : Newfoundland Standard time – 1 hour & 30 mins advance from EST (10:30 am)
Note: DO NOT CALL Before 9AM local time and AFTER 8PM on Timezone
When to STOP Calling per Province - Based on EST
OVERVIEW OF THE DASHBOARD (Click on Arrange Appointments)
AGES OF THE JOB:
⦁ Red: More than 48 hours
⦁ Yellow: More than 24 hours, but less than 48 hours
⦁ Green: Less than 24 hours (new) - (do not call)
NOTE: RED should be the priority one, Followed by Yellow then green.
TYPES OF NOTES ON THE COMMENT BOX
⦁ Red Notes: Private (only QC can see it- confidential/ money matters)
⦁ Blue Notes: Public (Can be viewed by Store and Technician)
⦁ Green Notes & Pink Notes from Client (can be read by QC and Store)
⦁ Purple notes: from Technician
⦁ Black notes: from Customer
Our Hours of Operation
Monday to Friday 9 AM to 7 PM EST (9PM-7AM ph time)
Saturday from 9 AM to 6 PM EST (9PM-6AM ph time)
SOS: Special Order Sale
ETA: Estimated Time of Arrival
SKU: Stock Keeping Unit
SIXELEVEN DOWNTIME PROTOCOL
What is downtime?
Downtime is when you cannot do your task. Ex. Can't login to your PC, dialer, dashboard, softphone, sites, accounts, customer can't hear you, no and/or bad internet connection, slow internet, your workmate did not come back, broken mouse and/or keyboard and/or CPU, power outage and anything alike.
PLEASE FOLLOW THIS PROCESS.
1. Go to IT and have it checked.
2. After 5 to 10mins. Call your TL AND text them about the downtime.
3. If your TL did not answer your call after calling 5 times and after texting. CALL OM Richard and text him.
4. While waiting for your TL and/or OM Richard, if you have access to your client, inform the client about the downtime and what you've done.
5. TL should send an email to the management about the downtime and the actions made to resolve the issue.
A Guide to Notes:
When you are adding a notes on the job, please make sure to include the following:
Request:
⦁ Who contacted you? (CX, Client, Store or Tech?)
⦁ Get their Name if possible, if from Store - get their position (ie Manager, associate, etc)
⦁ How did they contact you? (Live chat, Call or Email)
⦁ What did they want? (Be as clear and detailed as possible, include everything they wanted)
Actions:
⦁ What did you do in response? (Did you change or update information on the job? what did you change?)
Job Status: Pending
Callback date: 02/10/2020
Arrange Appointment Notes: 611-Ella: Call to book tentative appointment date, spoke to cx, not yet ready to decide to book an appointment,strongly disagree to have a tentative date of install ,this installation is for a new built house, they really want us to call them back on February 10th
SETTING CALL BACK
Call Back Status
1. Communication Issue
2. Delivery Issue
3. Pending
Steps on how to set call backs:
1. Go to Arrange Appointments
2. Paste the job id into the job id filled box
3. Click the "Set Call Back Date" under Book Job button
Note: Add Call Back Date box pops up
4. Select call back date according to issue
5. Set call back status according to issue
6. Add call back notes
7. Click the Add button
When adding a notation, please make sure you have the following information:
Your name: 611-Grace:
Reason/purpose of call: Called to set an appointment
Who contacted you / who you spoke to: Spoke with the cx
Action: Cx doesn't know the delivery date, advise cx to call the store and we will call her back to follow up in 2 days.
Communication Issue:
1. Voicemail (ex. Called to set an appointment. reached vmail, left vmail) - set this into 2 days callback date
2. Unable to leave a voicemail/ Voicemail full / Voicemail is not set up - set this into 2 days callback date
3. No number - Send report then set callback date for 2 days
4. Wrong number - Send a report then set callback date for 7 days (wait for the store to respond)
5. Number is not in service - Send a report then set callback date for 7 days (wait for the store to respond)
6. No answer / just ringing - set this into 2 days callback date
7. Failed number - set this into 2 days callback date
8. No route found - Send a report then set callback date for 7 days
9. Company number / number on file is the store toll free number - Send a report then set callback date for 7 days
Delivery Issue:
1. Customer does not know the delivery date - Advise to call the store then set a call back in 2 days
2. NO ETA - send a report and set the call back date into 7 days
3. ETA on Date - set the call back date into the date of ETA
4. The product is not available in the store - send a report and set the call back date into 7 days
5. Back Order - send a report and set the call back date into 7 days or check notation for the estimated date of arrival and set the callback on that date
Pending:
1. Do not Call Customer - Set call back for 7 days or on the date requested by customer
2. Customer will call us back - ask customer the best time to call her/him back and set the callback on that date
3. Unfinished basement / flooring - ask cx the tentative date as to when it will be finish and set the call back on that date
4. Cancellation - send a report then set a call back in 7 days
5. House renovation - ask cx the tentative date as to when it will be finish & set the call back on that date
6. Assign to same Tech - send a report then set a call back in 7 days
7. No Sku - send a report then set a call back in 7 days
What to do before calling customer to set an appointment:
1. Check the jobid
2. Check the notation
3. Check the PDF
4. Check related job
- CX name
- CX phone number
- CX home address
5. Call cx and book the job
What to do after calling customer:
1. Add a notation or special note
2. Set call backs / send a report
3. Booked the job
> IKEA & CAS - Canadian Appliance Source < Do not call to book
https://www.quickcontractors.com/IKEA
https://www.quickcontractors.com/CAS
• If you have IKEA or CAS customers that called in to purchase installation.
• Please instruct them to use the link to purchase and book their appointment for assembly.
> TRANSFERRING CALLS TO CSR <
• Listen to the customer's concern, if it's not booking an appointment then thank the customer for sharing her/his concern and inform her/him that you will transfer them to our customer service team to address her/his concern.
• Informed as well, that there might be an extended wait due to queues but rest assured someone will be there to pick up the call.
• Dial the dedicated district or right region(Manitoba, Alberta, Maritimes, ON_D01/ON_D02/ ON_D03/ ON_D04, British Columbia)
• Once ringing, Merged the call and hung up.
> Sequence of the postal code <
N5Z 4T2 - letter, number, letter; number, letter, number
z-zed
Mc - Mik - McDonald (Mikdonald)
Mac - Mak - Macbook (Makbok)
*Additional information: *
• DO NOT PROACTIVELY GIVE OUT SUNDAY AS ONE OF THE PREFERRED DATES
• CALL CUSTOMER BY THEIR FIRST NAME - NOT MAAM OR SIR
• IF YOU SPOKE TO A BROTHER, SISTER, SON OR DAUGHTER - ASK THEM IF THEY ARE 18 YEARS OLD AND ABOVE
• NEVER COPY AND PASTE THE PREVIOUS NOTATION ON THE JOB
* > BRANDED PHONE NUMBERS < *
> READ SKU / CHANGED SKU <
How to read SKU
- check the job type "disconnection/pre-cap, install, assembly, delivery, door reversal"
- check the product
ex. install the dishwasher; assemble the bedroom
ex: Dishwasher re/re + pickup/deliver & Haulaway (Deliver, install and haulaway of the dishwasher)
ex: Dishwasher re/re + delivery ( deliver and install the dishwasher)
ex: Exercise - Bowflex/Home Gym (Assemble the Bowflex or Home Gym)
ex: Appliances - Refrigerator Waterline - 13304352-BBY (Install the waterline of the Fridge)
Address abbreviation:
AVE - Avenue CT - Court N - North PR - Prairie ST Street
BLVD - Boulevard DR - Drive NE - Northeast RD - Road SW - Southwest
CIR - Circle E - East NW - Northwest S - South W - West
CRES - Crescent HWY - Highway PL - Place SE - Southeast GDN - Garden
PKWY - Parkway IS - Island RDG - Ridge RM - Room MT - Mount
APT - Apartment JCT - Junction SQ - Square TPKE - Turnpike PSGE - Passage
STE - Suite /swēt/ LK - Lake STA - Station ALY - Alley PT - Point
CTR - Center LN - Lane TER - Terrace ANX - Annex PRT - Port
EXPY - Expressway MTN - Mountain TRL - Trail BCH - Beach PR - Prairie
HTS - Heights PLZ - Plaza VLY - Valley BRG - Bridge RTE - Route
COR - Corner CRK - Creek EXT - Extension HL - Hill VLG- Village
> Appointment has been missed by Technicians <
Customer had already booked an appointment which has been missed by our technician (Tech did not show up)
Please transfer the call to Customer service for resolution instead of giving the Technicians phone number.
> DO NOT UNASSIGNED jobs that has a TECHNICIAN <
DO NOT UNASSIGNED jobs that has a TECHNICIAN on it to run a new booking
board and book customer again. The better solution would have been to let the customer know we will have the technician call to rebook with her and email the tech. Customers could be provided the tech's phone number if they requested it as well.
SEQUENCE OF THE SCRIPTS
ENGLISH
1. INTRO
• IF CUSTOMER IS NOT AVAILABLE
• IF RELATED
2. PRODUCT VERIFICATION
• CUSTOMER THOUGHT WE'LL DELIVER THE PRODUCT
• IF NO
• IF NOT SURE
3. ADDRESS CONFIRMATION
4. BOOKING BOARD
• WANTED AN EARLIER DATE
- IF STILL INSIST! #1
- IF STILL INSIST! #2
• IF NO AVAILABLE SCHEDULE OF TECHNICIAN
5. BOOKING DATE CONFIRMATION
FRENCH
1. INTRO
• SI LE CLIENT N’EST PAS DISPONIBLE
• S’IL EST DE LA FAMILLE
2. VERIFICATION DU PRODUIT
• LE CLIENT PENSE QUE NOUS ALLONS LIVRER L’APPAREIL
• SI NON
• INCERTAIN
3. CONFIRMATION DE L'ADRESSE
4. TABLEAU DE RESERVATION
• SI LE CLIENT SOUHAITE AVOIR UNE DATE PLUS PROCHES / LE MÊME JOUR QUE LA LIVRAISON
- S’IL INSISTE!
- S’IL INSISTE ENCORE
• S’IL N'Y A PAS D’HORRAIRE DE TECHNICIAN
5. CONFIRMATION DE LA DATE DE RÉSERVATION