Our Customer Engagement Process

When a potential customer first reaches out to Helping Hands Living Solutions; our preferred first engagement is a phone call. We want to understand who you are, why you reached out to us, what solutions you are interested in, and your budget & timeline.

Our next engagement is to schedule time in the customer’s home; to look over the project proposed by the customer. Also at this time, we would like to request a walk-thru of the home; where we can utilize our expertise to point out possible considerations and solutions to further assist aging in place.

Using our walkthrough notes, we will provide a detailed statement of work, proposed payment terms, and project proposal contract. Upon signature and receipt of project start payment; we will move into the solution installation process.

Our operations team will review the signed proposal as well as all walk-through notes. We then prepare for our first day on site by: sourcing all needed materials, build our tool box specific to the work required, submit building permits, schedule dumpsters and tool rentals, assign the project with our on-site installation crew and meet with them to ensure all pre-project questions are answered.

Once on-site, we will work with the customer to ensure the work zones are safe, and any breakables or items needing special care are identified and if possible relocated. We clean up after ourselves as we work, and then an end of work day clean is performed.

At job closeout, we will provide any training required with the chosen solutions. The statement of work is reviewed, followed by a job close walkthrough. Any items that need addressed will be added to a punch list, and once completed, a final invoice will be submitted to the customer.

Change orders are submitted to the customer for any additional items that need to be performed not covered by the statement of work.  When we find work that was not specified, but needs to be addressed, we will meet with the customer to discuss the issue.  The customer can then address the concern themselves, or we can provide a change order with a quote for the additional work. If our proposal is accepted, we will agree on payment terms for the change order and perform the required tasks.