February Theme Week Product Information Home and Merchandise Protection February 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 February: Product Information Home and Merchandise Protection

3 Theme Week- February 2011 Product Information / Protective Equipment February 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 Radiant / Induction Freestanding Ranges……… Removal of Cleaning Sticker Removing the cleaning sticker on radiant / induction freestanding ranges can potentially lead to customer instruct calls regarding how to properly clean glass cook tops. This 2 page flash can be found on the Carrier Resource Page under the Delivery Flash heading. Please print the Flash, post, and cover with the teams.

5 Product Information New Product: Kenmore Elite Front Load Laundry. This laundry pair (#44132/1/0 washer and #84132/1/0 dryer) has touch controls on a 7” LCD screen mounted on the control panel. This is featured in the current Sales Today magazine on pages Pages 15 and 17 have information on the usage of the LCD touch screen. If the MDO does not have the magazine it can be found at the following website: The Quick Start Guide and the Owner’s Manual would provide good information on the operation of this product as well.

6 Product and Home Protection Professional Delivery Teams understand that a very key part of being successful is how well they protect their customer’s product and home from possible damage. Customers that have to deal with damaged product or damages to their home are not Happy customers and are much less likely to rate their service with a ‘5’. How many paid delivery stops does it take to pay a damage claim? Answer…….Too Many! Take some time to discuss product / home protection and the tools and delivery methods that can help make NO DAMAGE an everyday occurrence.

7 Product and Home Protection Product and Home Protection Equipment review and inspection: Clean blankets Dollies padded Sufficient tie down straps Skid / scuff plates Runners Booties Appliance wraps (refer wraps referenced on carrier resource site) Door jamb protectors Windex Hump straps Other

8 Monday- Discuss damage claims and preventive measures. Share Best Practices between teams. Tuesday- Handout and discuss the delivery flash on the radiant / induction range cleaning sticker. If possible have a range available to show the sticker. Wednesday – Inspect the damage protection tools the teams have for condition, cleanliness, and quantity. Thursday – Handout and discuss the information on the laundry LCD touch screens. Have the product available, if possible, for demo. Do teams have questions on other product touch screens. Friday - Review any topics missed from days off and discuss any questions / concerns generated from these topics.