Attendance
I woke up late for work and was 10 minutes late. I let my manager know right away and have never been late before. Can this be excused?
No. Without official documentation, a tardy cannot be excused.
My car broke down and needed to be towed so I was an hour late to work. I have never been late before and have a text message from the tow company saying they were on their way. Can this be excused?
No, a text message is not official documentation. Please provide a dated receipt from a mechanic or tow company. This would count as a late arrival.
A daughter would like to schedule a bathroom estimate for her elderly parents. She is not a homeowner, but she sometimes helps her parents with tasks. She knows when they will be home and will be there as well. Should I set/confirm this?
No. Let the daughter know we must talk to the actual homeowners to get their approval to set the appointment and send someone out to their home. Request the parent's number and offer to reach out to them.
A customer has an appointment for an estimate on a tub/shower combo they'd like to replace with a WIS. They were overbooked on the previous appointment they set. It is a D credit lead and it is a Mobile home. What should I grade the appointment?
Priority. An overbook will always be a priority.
When should you NOT take a break?
The first and last hour of your shift or when there is not enough coverage because others are on their break
I am not feeling well and leave partway through my shift. I let my manager know and I have never been sick or missed work due to illness before. Is this excused?
Yes, this will fall under the sick time policy and be covered as long as you have not been sick over 5 days yet this year and have sick time available
I have the flu and I have to miss 2 days of work. I have not been sick at all this year. How many points will I get for missing the 2 days?
Zero. Points will not be given when you have available Paid Sick Time.
I am speaking with a daughter that has POA for her mother. She is calling to set a bathroom estimate for her mother's home. The daughter is not on the deed. Should I set this?
Yes! We are able to set with a non-homeowner if the have POA. This would be a prime appointment.
LightFire transfers you a customer that is looking to replace kitchen cabinets. Both homeowners are available with no time restrictions.
Plus. Replacing cabinets should be graded a plus, while refacing cabinets should be graded as prime.
Renuity by Kohler? Or Kohler by Renuity?
Renuity by Kohler
I was sick all week last week and was able to come back for one day this week before not feeling well again and needing to go home. I have previously used up all of my sick days and have no more sick time. Is this still approved?
No, you would need to get official documentation from a doctor and provide that to Attendance and Management within 7 days, or this will result in a point
On what point does termination occur?
6 points
A customer would like an appointment for a kitchen cabinet refacing estimate. Their spouse cannot be home because they are currently incarcerated. Should I set/confirm this?
Yes, we can make the exception for incarcerated individuals.
A customer is interested in replacing 2 picture windows on the main level of their home. They are the sole homeowner, have no time restrictions, and sound excited to see the options. What should I grade this?
Plus. If it were 3 or more picture windows, we could make this a prime.
I'm really tired today and need some coffee. What should I do?
Come in a few minutes before your shift starts to grab some or grab it on a break.
I have a virtual appointment that I plan to do on my lunch. I did let my manager know I was going to use my lunch to do this but not that it would take any longer than my normal break time. They were running behind and I was 15 minutes late returning. Can this be excused?
Without a note from a doctor, the unapproved time away from work will not be excused and will result in points.
I have an appointment before my shift that ran late. I arrive 20 minutes after my scheduled start time. I have a doctor's note from the appointment that I submit 5 days later. Will this be excused.
Yes, you have up to 7 days to submit documentation for absences and tardies.
A customer would like us to come give an estimate on a bathroom remodel. The customer is insisting their spouse does not care about the project and is a trucker and never home. Should I set/confirm this?
NO. This would be a 1leg. Truckers do eventually come home at times and should be available for the estimate.
A customer has an appointment for replacing 10 windows. It is an A credit lead in STL. The customer is interested in grants. What should I grade this?
Plus. Grants will be graded as a plus unless it has previously been overbooked.
What do breaks look like if you work an 8 hour shift?
Three 10 minute breaks
OR
One 30 minute lunch & two 10 minute breaks
I was in a car accident on the way to work. I took a picture and sent it to my manager to let them know and made it in shortly after my shift began. Will this be excused?
No. Without official documentation such as a police report regarding the accident, it will not be excused.
I am not feeling well shortly after starting my shift and end up going home. I miss 6 hours of my shift. I have used all my sick time for the year already. How many points will I get for leaving?
Early departures accrue 1 point.
A customer is looking for a replacement on a tub/shower combo. They are married but their spouse is on military leave in another country for another 5 months. Should I set/confirm this?
Yes, we can make an accommodation for military leave. However, if the spouse returns relatively soon, we should ask them to reset when everyone is available.
A customer had an estimate on 6 windows and a tub/shower combo replacement. They ended up having financing declined. You see a month later an appointment for an estimate on a patio door. What should this be graded?
MKE+
When can Alabama be called?
8:00am-8:00pm Local time Monday-Saturday.
NO Sundays, NO federal holidays, NOT after 8:00pm