Purpose: New Customer Onboarding is the critical first step in delivering on our commitments and building a trusted, long-term partnership with each customer. This Service Installation & Support Guide equips the Service team with a clear, structured process that drives customer satisfaction, fosters internal alignment, and ensures consistent service excellence from day one.

Objective: To ensure a seamless onboarding experience for new customers by executing a structured and consistent install and service launch process. This guide outlines step-by-step responsibilities from one week before installation through the first five weeks of service. It’s about building trust through proactive communication, reliability, and professional execution.

1. Documents:
   1.  P:\SERVICE\TRAINING DOCUMENTS\Weekly RSR Training Topics\Week of 8-4-2025 - New Installation Guidelines.pptx
   2.  P:\SERVICE\NEW ACCOUNT ONBOARDING DOCUMENTS\New Account On-Boarding v.4.docx

2. Who is Responsible:

• RSR/Service Manager (SM): Confirms pre-installation details with the customer, including delivery logistics and initial contacts.
• Service Manager: Owns the pre-installation checklist and partners with the RSR on service execution.
• RSR: Leads weeks 1–5 of onboarding by educating customers, confirming logistics, and identifying opportunities for service improvement.

3. Frequency / Due Date:

• Pre-Installation: Completed 1 week prior to install by the Service Manager.
• Onboarding Tasks: Followed weekly from Week 1 to Week 5. Once completed, all updated onboarding checklists must be saved and submitted via the NAN email. Be sure to reply to all recipients included in the original NAN email and attach the completed checklist to your response.

4. Key Components:

• Pre-Installation Checklist To Be Completed by Service Manager or RSR – 1 Week Prior to Installation

The RSR or Service Manager will contact the customer to confirm the following:

✅ Confirm service details and primary point of contact (Name, Phone, Email)

✅ Confirm customer has our contact information (local Service Manager & RSR contact)

✅ Confirm delivery entry points (Are keys, access codes, or is an escort required?)

✅ Confirm agreed delivery day and time window

✅ Confirm initial par levels for all linen and garment items

✅ Confirm garment and linen drop-off locations, and soiled pick-up areas

• New Account Onboarding Checklist

Instructions: Assigned associates must initial and date this checklist each week to document progress and completed tasks.

5. Post-Onboarding Close-Out & Tracking
   • Once onboarding is completed:

1. 1. RSR and SM signs off on the onboarding document
   2. The completed form is sent to the NAN (New Account Notification) thread
   3. Sales Operations tracks whether Service submitted the form
   4. If not received, a CSR contact will be documented in ABS for follow-up using CSR code 12-125.