March Theme Week Product Information Lawn and Garden March 2011

2 To further enhance our overall communication to the MDO and Carriers, we will be sponsoring Theme Weeks. The third week of every month will be a designated Theme Week. Our goal for Theme Week is to cover important topics to ensure the message is understood and cascaded appropriately. For the month of March: Product Information Lawn and Garden

3 Theme Week- March 2011 Product Information / Lawn & Garden Theme Week: Delivery teams need to project confidence in their delivery abilities. Our customers expect the delivery teams to be subject matter experts on all the different products being delivered. Understanding the different delivery issues encountered and best practices to solve are important skills to learn. Recommendations For A Successful Theme Week: Post slides in stand up areas upon receiving this information. We want everyone to see the topics for the month. MDO/Carriers should meet in advance to review and discuss Theme Week agenda. Pull together information needed. MDO to review prior HS Newsletter. LCMs can review the Carrier Website. To better facilitate the stand up, it is be important to have props (products) for visual aids. Friday’s topic is the weekly review. Recommendation is to add 15 minutes of extra time for the stand up meeting. Have fun!!!!! Use this time to promote improving the customer experience and MDO/Carrier partnership.

4 Product Information Kenmore & Kenmore Elite --- SxS, TM, BM, 3 Door, & 4 Door Refrigerators Issue: Noise Due To Water Supply Not Being Connected To The Refrigerator is causing unnecessary customer instruct service calls – SIRs. Correction: Turn off the Icemaker by pushing the switch to the (O) position until the water supply can be connected or turned on to the refrigerator. By performing this step, the noise can be eliminated and service calls reduced. For full details, see Delivery and Installation Flash DIF dated 2/10/2011

5 Lawn and Garden Monday- Tractors and Accessories. Have a deluxed tractor available for demonstration purposes. Refer to the Lawn and Garden Delivery Team Orientation document and the Locating Critical Components document for this training session. These documents can be found on the Carrier Resource Page under Lawn and Garden and were also attached to this Theme Week notification. Delivery Teams need to prepare Customers to use their MDO “Deluxed” riding mower or lawn tractor. Preparing the Customer during the delivery process will fulfill the delivery expectation to assist the Customer.

6 Lawn and Garden Tuesday- Patio Furniture and mowers. Delivery Best Practices. Many patio sets come in multiple cartons. MDO associates and Delivery Teams must be aware of carton numbering; ex. 1of 3, 2 of 3, etc. Sets may also come with carton color coding. Patio furniture is a deliver in carton process. Care must be taken in loading and handling of glass patio tables. Riding on trucks for hours can damage the tables if not loaded and secured properly. Best Practice: place styrofoam under boxed table while on truck. Mowers are deliver in carton. MUST: mowers have to be kept upright in carton at all times to avoid oil leakage.

7 Lawn and Garden Wednesday- Grills. Have an elite grill available for demo if possible. The Kenmore Elite Grills with Islands delivery and handling process is unchanged from Note: model numbers may change from More info is to come for 2011 model numbers if they change. Assembled grills of all types must be handled with care. They need to be padded and well secured on delivery trucks. Hours of riding on delivery trucks can damage grills not handled properly.

8 Lawn and Garden Thursday- Repeat tractor training outlined for Monday Friday- “ Fun Friday” Review week’s topics and conduct role plays. Provide coffee and donuts for teams. Select one of the weekly topics and conduct a role plays. Award prizes to the best performer recognized and voted on by their peers.