Installation Tips that Prevent Callbacks on Doors (Part 2)

Conrad Mast is Field Service Technician for ProVia

By Conrad Mast

In the first of this two-part series on door installation, we covered a lot of technical tips that can help ensure that doors work properly, and prevent callbacks from homeowners. (If you missed it, you can check out Part 1 here.) Here in Part 2, we asked Conrad Mast, one of ProVia’s Field Service experts for doors, to share some insights about the education process with customers, and why being proactive is so important to ensuring homeowner satisfaction.

How can we proactively make sure homeowners are delighted with their door installations?

This really begins with the sales process. The best way to ensure customer satisfaction is to specify the right door solution in the first place. When you arrive to provide an estimate, take a look at the entire landscape of the homeowner’s situation. Of course you’ll listen to their needs and desires, but also analyze things like environmental exposures. For example, you may have a particular house that sits on top of a high hill, it’s facing southwest, and its exposure is extreme. In a situation like this, with the best interests of the customer in mind, the salesperson should tell the homeowner they might want to consider adding a storm door. By bringing this into the conversation early, what happens is the homeowner is usually impressed that you’re taking their individual needs into account. That’s a level of expertise they don’t have, and they value it. That’s why you’re there – to be the experienced expert! Being proactive early in the process ensures that the best door solution is in place that will perform to the customer’s expectations.

How does it impact referrals when homeowners aren’t happy with their door installation?

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Installation Tips that Prevent Callbacks on Doors (Part 1)

Conrad Mast is Field Service Technician for ProVia

By Conrad Mast

Recently we chatted with Conrad Mast, one of ProVia’s Field Service experts for doors. We asked him “what kinds of things would make a big difference in homeowners’ satisfaction with their doors, and also make things easier for dealers?” His answer: “Prevent callbacks due to door installation issues.” Well, he had a lot more to say about that, and here we share his door installation tips in this, the first of a two part series.

What are the most common reasons for callbacks on doors?

Number one is installation issues. Doors not sealing up properly and getting air leaks because the frames are not installed correctly, or at times, the sweep is really tight due to a crowned threshold and you have to try and make adjustments. Sometimes we can make adjustments in the field, but other times I have to note that in order to fix it correctly, the installer will have to come back out to re-install the door.

What do you mean, re-install the door?

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