Kelly Cove’s Covid protocol includes Contactless Consultation and installation procedures to ensure the safety of our clients, their families and our team of professionals.
1. Virtual evaluations is not a new offering for us. We’ve been executing remotely and virtually for years. We do phone evaluations for vehicle lifts, straight, and curved stairlifts. With a thorough interview with pictures or video (like Skype, Facetime, etc.) we can create quotes and ensure we are identifying safe and practical solutions.
2. It can be as simple as texting or emailing a picture of your job site. We’re happy to be ready to meet our client’s needs in these extraordinary times we face.
3. After we together identify the best solution, we send a password protected video we share with our clients to help them feel confident and understand the solution we’re proposing.
4. We have 5 forms that we’ve developed to perform virtual evaluations and ensure that the right product gets quoted and sold.
a. Straight or Curved Stairlift Pre-Evaluation Form
b. Vehicle Lift Compatibility Evaluation Form
c. Vertical Platform Lift
d. Ceiling Lift
e. Bath Modification
Our “Mobility Now” team focuses on teaching installers to be fast and efficient. Additionally, we utilize quality products that are easy to install. Our goal, always, is for 1 or 2 technicians to arrive at a job site and be done in as little as 2 hours. With a goal of avoiding any direct contact with our clients, we consider the following:
1. Prior to arrival we make sure our staff has had time to have a restroom break. This will avoid an uncomfortable situation in the home.
2. We call to confirm the appointment on the same day to let them know what time we will arrive.
3. We then call a second time from the customer’s driveway prior to knocking or ringing doorbell to notify them of our arrival.
4. We describe our vehicle and ask our customers to visually verify our arrival. We ask them to unlock door and step back 6-feet or more.
5. We wear masks or other PPE needed before entering the home.
6. We proceed directly to our work area. We speak and acknowledge our customers. Even if our team is wearing masks, our eyes convey a smile and a warm hello that helps create a more comfortable environment.
7. We clean the new equipment and the surrounding area with sanitizer when finished.
8. All documentation and paperwork is left on the seat of the product or in an area instructed or emailed.
9. If the customer will allow us, we review the equipment with them from a distance of at least 6 feet away.
10. Alternatively we can return to our vehicles and call our customers on the phone to review operation of the new equipment (we do this from the vehicle, curbside, in case re-entry is required).
11. Once trained and satisfied, we have the client sign the paperwork and have them set it outside for us to pick up, or have it mailed it to our office. Some clients are uncomfortable signing, and depending on the circumstance we offer an email or text alternative.
12. When performing a repair, we do as much troubleshooting over the phone as possible. Video chats are a preferred method for this. If the repair is more intensive, an installer may be needed to visit home. In these cases, they will follow the same procedures for the contactless install.