1)       Phone Qualify

a.       Has the repair been diagnosed or is the cause of the problem still question (such as a water leak)?

b.       When does the work have to be completed by?

c.        Time and Material budget , Fixed Bid or both with the job split into phases

2)       Site visit & rate structure

a.       Typically projects less than a day are done by one tech @ the appropriate hourly rate

                                                               i.      If a second tech or helper is required, they are billed out accordingly

b.       Accent uses tem plated services orders for almost every task we perform. This includes:

                                                               i.      Hourly rates and or fixed cost

                                                              ii.      Pet issues

                                                            iii.      Technician load list

                                                             iv.      Customer required preparations

                                                              v.      Technical installation tips

                                                             vi.      Homeowner maintenance tips

3)       Drafting  and Floor Plans & permits

a.       Accent will generate what ever plans are necessary to run the job properly

b.       Accent obtains all construction permits and handles city inspections

c.        There are some occasions when an engineer’s involvement is necessary (like re-bracing a basement)

4)       Selection of Materials

a.       Purchase products from the Accent showroom or a wholesaler’s showroom

                                                               i.      Benefits:

1.       Warrantees covered through Accent

2.       Better labor situation if problems occur

3.       Wholesaler reps good to work with

b.       Customer’s who provides products are responsible for down time due to product issues

                                                               i.      They should inspect products themselves before the tech arrives looking for

1.       Defective product

2.       Wrong sizes or boxes marked incorrectly

3.       Shipping damage or shortage of parts

5)       Weather - scheduling

a.       What role will the weather play in the project?

b.       Prep site properly during storms

c.        Homeowner needs to be watch full as well

6)       Contracts, Financing & , Credit Cards

a.       Accent has three methods of performing work that the customer and dispatcher agree on:

                                                               i.      An hourly work order (small projects)

                                                              ii.      Fixed bid contract

                                                            iii.      Time and Material contract

                                                             iv.      AWA = Additional Work Authorization (for any work not included in the contract)

b.       Paying for service

                                                               i.      Small projects are due at the time of completion

                                                              ii.      Contracts require a 50% down payment with the balance due at completion

                                                            iii.      Financed projects are paid directly to Accent at the time of completion and customer satisfaction

c.        Accent accepts Visa, Master Card & Discover

7)       Warrantees

a.       Accent has a one year warrantee on all its’ workmanship.

                                                               i.      Product failure is dealt with on a case by case basis incorporating factory responsibility

                                                              ii.      Some repairs are done as a process of elimination and are not defective workmanship. These processes are the most cost effective way to attempt a repair. This is especially common among water leaks or intrusion.

b.       Accent does reserve the “First Right to Repair” as stated in ND statute.