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Service Delivery

Phase 8 - Final Walk-Through

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Teammate Performing Role Play

Phase 8: Final Walk-Through

Did they invite the customer to walk the completed space(s) together at the customer's pace?

Yes No

Did they frame the purpose of the final walk-through?

Yes No

Did they walk the entire job area by area, continuing to paint the picture of the completed project?

Yes No

Did they use confident ownership language? (“We removed… We cleared… We took care of…”)

Yes No

Did they pause after each area to allow questions or feedback and address it immediately?

Yes No

Did they ask clear satisfaction questions before concluding the walk-through?

Yes No

Did they not proceed until satisfaction is over 100%

Yes No

Did they end the final walk through at the track to show the customer the results?

Yes No

Did they offer additional capacity (Truck space) after satisfaction is confirmed? ("Costco effect" - messaged as optional and helpful)

Yes No

Did they ask if we can assist them with any other tasks they need an extra pair of hands for (moving furniture, sweeping/vacuuming/mopping, loading items in vehicles etc - get creative!)?

Yes No

Did they deliver the review requests only after 100% satisfaction is achieved?

Yes No

Feedback and Action Items

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