JCPenney Furnished & Install Training Program
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JCPenney Furnished & Install Training Program Norman Shutters® Rev. 2/07/07 Page 1 of 24
Table of Contents
Shutter Outlook
About Norman Shutters
JCPenney Program
Customer Service
JCPenney Procedures
Norman Shutters® Rev. 2/07/07 Page 2 of 24
Shutter Outlook “The Billion Dollar Baby” The shutter industry is estimated at $750 million dollars on the manufacturing level and over a billion at the retail level.” DWC Magazine, November 2004 Editor Norman Shutters® Rev. 2/07/07 Page 3 of 24
Shutter Outlook
The Future of Shutters
“Double digit growth in shutter sales over the next
5 years possibly extending to the year 2013.”
Source: Business Trend Analysis Report 2004.
Factors:
Consumer Demand
Alternative Products
Competitive Pricing
Imports
Norman Shutters® Rev. 2/07/07 Page 4 of 24
About Norman Shutters
Nien Made
Founded in October 1973, Nien Made Enterprise Co Ltd is
one of the worlds leading manufacturers in the window
covering industry.
Grown from a company of 7 employees to a total of over
12,000 employees worldwide.
Nien Made’s annual production
volume is over 36 million units of
blinds & shutters worldwide with
revenues of over $300 million.
Nien Made is publicly traded on
the Taiwanese Stock Exchange.
Nien Made Headquarters
located in Taiwan
Norman Shutters® Rev. 2/07/07 Page 5 of 24
About Norman Shutters
Norman Shutters
In 2001, Norman Shutters occupied this 132,888 sq. ft.
building in Santa Fe Springs, California. It is the center for
Sales, Marketing, Training, Customer Service, Installation
Support, Warehousing, Market Research, Product
Research & Development, Production, and Logistics for
operations in North America.
Today, Norman Shutters has expanded its distribution
facilities to Dallas, Texas and Chicago, Illinois. These new
facilities are equipped to better accommodate orders
throughout the United States and Canada.
Norman Shutters® Rev. 2/07/07 Page 6 of 24
About Norman Shutters
The Factory
Our 2.2+ million square-foot facility can ramp up to
meet seasonal demands.
We have 3,500 employees, who are truly craftsmen,
dedicated to making shutters every day.
Production: 10,000 Panels Daily
Real-Time Interaction
(same working hours as our US facility)
Computerization
Automated Process
Consistent On-Time Delivery
Just-In-Time Manufacturing
Norman Shutters® Rev. 2/07/07 Page 7 of 24
JCPenney Program
Customer Flow
Customer Places Measure Request at JCPenney
NIC Receives Initial Order Form
NIC Forwards Measure Request to F&I Partner
F&I Partner Measures & Submits order to NIC
NIC Faxes FINAL Price to JCPenney.
Customer Pays. Store responds with Final P.O.
Order Proceeds into Production
Order is Shipped to F&I Partner
Installation is Complete
Norman Shutters® Rev. 2/07/07 Page 8 of 24
JCPenney Program
In-Store Point of Purchase
Marketing Inserts Brochure Holders
Different Views
Norman Shutters® Rev. 2/07/07 Page 9 of 24
JCPenney Program Norman Shutters® Rev. 2/07/07 Page 10 of 24
JCPenney Program Norman Shutters® Rev. 2/07/07 Page 11 of 24
JCPenney Program
JCPenney Program Options
Available Frames Available Composite Colors
• 3” Ridged Deco Silk White
• 2” Camber Deco
Pearl
• L Frame
Bullnose
Beaded Available Hardwood Colors
Vintage Bright White Honey
Colonial (HW only) Silk White Golden Oak
• Z Frame
Pure White Oak Mantel
Crown
Pearl Pecan
Bel-Air
Bullnose Creamy Cherry
Beaded Cameo Dark Teak
• Hang Strip
Crisp Linen Cordovan
Bisque Rosewood
Mahogany
Available Louvers
• 1 1/4” (HW only) Black Walnut
• 1 7/8”
• 2 1/2”
• 3 1/2”
• 4 1/2”
** Please refer to the JCPenney Program Binder for entire program options.
Norman Shutters® Rev. 2/07/07 Page 12 of 24JCPenney Program F&I Care Package Norman Shutters® Rev. 2/07/07 Page 13 of 24
Customer Service
Who Do You Call?
Installation Department Customer Service
Installation Questions OR Order Status
Payment Issues Remake Status
Changes To Your Personal Records Appointment Updates
Contract Issues Measure Questions
Overall Program Suggestions
* Refer all price related questions back to the JC Penney
store that the shutters were purchased at.
Call us at:
(866) 667-6268
Norman Shutters® Rev. 2/07/07 Page 14 of 24Customer Service Customer Service and You Customer service is what Norman International Company (NIC) believes is the key to making each Installed Sales Program a success!!! You may think… “What do I have to do with Customer Service?” “I am just contracted to do the measuring and the installation.” “The customer is mad, but it’s not my fault.” “It’s not my fault so I’ll just refer them to NIC or back to the store.” “I am too busy to get involved with each customer.” You will be the focal point of most of the customer interaction throughout the ordering process!! Norman Shutters® Rev. 2/07/07 Page 15 of 24
Customer Service
Customer Service and You
There are some key elements to think about in your everyday
interaction with customers:
Professionalism
Knowledge
Attitude
Appearance
Are you professional?
We know you are, and you can let your customers know you are by:
Arriving to your appointments on time.
Being properly prepared for unexpected installation situations
Leaving the job site in a clean condition and removing all debris
from the property
Not taking drugs, alcohol or tobacco while in the customer’s home
Not playing music at the job site unless prior consent by customer
Not cursing or using abusive languages of any kind
Norman Shutters® Rev. 2/07/07 Page 16 of 24Customer Service
Customer Service and You
Are you knowledgeable?
The better your knowledge is about the product, program, and
account stores, the better you’ll be equipped to answer any of the
customer’s questions.
Having the knowledge and the understanding of the differences
in the shutter programs being offered at the store level.
Having basic knowledge of the store level issues and solutions.
Having basic knowledge of NIC’s department structure to direct
any customer or store associate issues.
Having the knowledge to deal with various issues that may arise
during the measure and installation process.
(additional charges, manufacturer error, shipping damage, measuring errors, etc.)
Norman Shutters® Rev. 2/07/07 Page 17 of 24Customer Service
Customer Service and You
Do you have a positive attitude?
If you are positive, pleasant, sincere, or sympathetic, then the
customer will feel that.
Be on time. Don’t be late and then try to speed through the
measure or installation appointment. The customer will know
you’re in a rush.
Should a problem arise, don’t show frustration or lack of
care…be understanding, and sincere.
In dealing with the store associates, be helpful, positive and
appreciative and keep in mind that they play a big part in the
success of our program.
How is your appearance?
A professional appearance and attitude on the job site builds
repeat business. How many times have we heard, “First
impressions mean everything.”
Clothing should be professional, clean and free from tears
or excessive wear
Good personal hygiene is important
Not wearing sandals, tank tops, or mid-riff bearing shirts
Keeping a clean and neat vehicle
Norman Shutters® Rev. 2/07/07 Page 18 of 24JCPenney Procedures
Filling Out The Measure Sheet
The customer information section
Labeling the PO#, customer name, measure date, WO#.
Labeling helps ID to appropriately save the file
ID will help us notify you if we are unable to identify the order
Make sure note if it’s 1 of 2 or 2 of 10 etc…
1 of 2
08/01/03 Joe Smith 07/31/03
2358 1234 Main St 12:00 pm
38442792 Anaheim, CA 90634 0300001854
Norman Shutters® Rev. 2/07/07 Page 19 of 24JCPenney Procedures
Filling Out The Measure Sheet
1 of 2
08/01/04 Joe Smith 07/31/04
1234 Main St 0300001854
38442792 Anaheim, CA 90634 12:00pm
Customer
LIV 2 X IM 55 3/8 60 100 53 30 3 1/2 1” White and
DIN 1 X OM 3 1/2 White
Installer
signatures
1” Center LZ 3 2 LTR
are
1 ¾ 23”77” Lg Deco 4 RS 4 LTLRTR
required
for
2
payment.
The back of your original Measure Sheet contains the step by step order
of properly filling out the measure sheet to avoid missing any items.
Norman Shutters® Rev. 2/07/07 Page 20 of 24JCPenney Procedures
Service Work Orders
Service Work Orders (SWO) are required on ANY unsuccessful installation
A SWO will need to be filled out should you be unable to complete an
installation due to shipping damage, installer mis-measure,
manufacturing error, etc…
This will be the only form in which the Installation Department can
proceed to make the correction.
The SWO must be completed as thoroughly and accurately as possible
indicating the line item and problem in detail.
This will become your invoice to be paid the trip charge.
You must provide pictures in electronic form if there are freight and
manufacturer errors.
Trip charge will not be paid if a mis-measure was made.
OR
If the remake is due to the installer’s craftsmanship.
Norman Shutters® Rev. 2/07/07 Page 21 of 24JCPenney Procedures
Service Work Order Form
Basic Information
Section Fax #: (800) 732-7416
Customers first & last name SERVICE WORK ORDER (JCP)
WO #, Store #, Installation
Store No: Store Name:
Date, etc.
Customer's Name: Contractor's Co. Name:
Job Address: Contractor's Installer contact:
Description of City, State, Zip: Installers Phone No:
Problem & Solution Customer Phone: Original Work Order No:
Section Description of Problem
This section is where you Shipping Damage
will document what caused
you to be unable to
complete the installation Manufacturer Error
successfully
Incomplete information will
cause ID to contact you to
Measuring Error
clarify exactly what is the
situation
Authorization For Suggest For Solution
Remake (Shipping & Manufacturer Error)
Additional Charges
This section is where you
will document any
Re-Order (Measuring Error)
additional labor that could
not have been foreseen at
the time of the measure
The customer MUST sign SHIPPING CLAIMS
Upon receipt of shipments, you are responsible for immediately inspecting the entire shipment, regardless of the final date of installation. All shipping claims must be
and authorize before work reported in writing within 10 business days (for visible damage), or 15 business days for (conceal damage) of receipt for ground shipments or 3
calendar days of receipt for air shipments. Failure to do so will release NIC from any liability.
begins, and PAYMENT will SHIPMENT SHORTAGES
Claims must be reported in writing within 10 business days of receipt for ground shipments or 3 calendar days of receipt for air shipments. You must provide pictures in
be handled between You electronic format if there are freight and/or manufacturer errors.
NIC reserves the right to deduct from funds due the replacement costs (the "cost") of products ordered resulting from Contractor's error in measurement(s), loss, damage, or other, at the following
and Norman Shutters. rate; one hundred percent (100%) of the replacement cost of each mismeasured product at NIC then current best contractor pricing structure.
Installer Signature: Date:
DO NOT DISCUSS ANY
CHARGES WITH
CUSTOMER
Norman Shutters® Rev. 2/07/07 Page 22 of 24JCPenney Procedures
F & I Partner Payments
NIC considers the timeliness of F&I Partner payments very important, and we
strive to make payments to all contractors in a timely manner
NIC makes every effort to pay F&I Partners within 4 - 7 business days from the date
NIC receives the complete and accurate paperwork, not including mail time
Steps to follow to help ensure the payment procedure is not delayed.
Measure sheets and lien waivers MUST be signed by both installer and
customer before they are paid
Measure sheets need to be filled out completely and accurately in
order for NIC to issue PCS and payment
Questions on measure sheet will delay the payment process
Measure sheets and lien waivers are required to be faxed to NIC the
same day they are completed
Request for payment is automatically emailed to accounting upon receipt of
properly completed measure sheets, lien waivers and SWO’s
Norman Shutters® Rev. 2/07/07 Page 23 of 24JCPenney Procedures
Notice of Missing Measure Sheet Signature
Missing Customer Signature Notice
TOP NOTCH
Company INSTALLATIONS
ABC
This is to inform you that a customer you have recently measured did not sign the measure sheet. Their
signature is required for the purposes of 1) Authorizing payment to you for the measurement, and 2) To limit
your and NIC’s liability if the order is produced and the customer disputes the accuracy of the order.
Therefore, we must require that you re submit
- this measure sheet with the customer’s signature before we can
proceed with authori zing payment. Should you choose to sign the measure sheet in place of the customer, then
you will be accepting liability for the order.
Store: EXPO
JCP ## 2687
1394
Customer: BIEBUYCK, JEAN
NIC WO#: 0800028547
PO #: 87428408 87427874
Measure Date: 06/13/2003
01/15/2004
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