Installed Custom Countertop Resource Guide

FAQ’S

• What is the benefit of a MYPROJECT (Remote Buy (RB))?

• Expectations are clearly set for the customer by KBSS team. • Store associate is hands off for the entire countertop process. • Updates to the customer are provided by the KBSS team.

• When are customer experience emails sent? • Customer experience emails are sent to the customer each time the fabricator adds a date to the portal. (For instance, when a Fabricator Partner adds the template date to the portal, the customer will receive an email.) • What is the difference between a measure and a template? • Measure: Quick measurements to provide customer with a price estimate. • Template: Precise measurements used to fabricate countertops; customer must have space prepped prior to appointment. • Some fabricators measure and template, some only template. • What are the next steps after the template appointment? • Fabricator Partner uploads a change order/quote in the portal. • Associate should call the customer for final payment (Or for RB, KBSS will send an email and get payment from customer). • When do fabricators order material? • Fabricator Partners order material once the customer pays in full. • When do fabricators schedule the install? • Fabricator Partners wait for the material to arrive before they schedule the install. This ensures they can double check material and make sure it is not defective. • When will a customer’s countertops be installed? • The install date is scheduled within 21 business days after template. • What does Sage Surfaces send the customer post purchase? • Customer Expectation Agreement sent by Sage Surfaces via DocuSign. • A welcome email is sent by Sage Surfaces that provides the customer with the Fabricator Partners name and phone number.