A good distributor should respond to contractor concerns. Contractors rightly expect their door and hardware supplier to be their door, frame, and hardware expert. But when a contractor calls with a field installation issue, what is the best way to respond?
The Initial Call
To be prepared when the call comes in, follow these basic guidelines for that crucial first conversation:
- Listen first
- Take detailed notes
- Ask systematic diagnostic questions
- Be committed to solving the issue
- Do not assign blame or accept responsibility until you know all of the facts
Getting beyond the symptom requires a series of diagnostic questions:
- What seems to be the issue?
- Has the person you are talking to actually seen this issue, or is he relaying information?
- Can you talk to the person who has seen the issue firsthand?
- Is the door or frame in the correct opening?
- Has the tag/mark number been verified?
- Is the correct hardware being used?
- Can the contractor send a photo showing the issue?
- Are there any visible signs of damage?
- Does the door, frame, or hardware appear to be the source of the problem, and why?
Diagnosing Hardware Location Issues
If locations for hardware preps were identified as an issue, top-to-top measurements are best for checking most hardware preps in the field. Locks and strikes are often measured to centerlines by manufacturers, but in the field, the centerline is hard to measure directly.
A quick trip to the opening by the contractor with a tape measure will quickly clarify most hardware location issues. When locations for doors and frames are mismatched, get measurements for each and compare them to the plans, purchase orders, and order acknowledgements to find where the discrepancy originated.
Checking Frame Squareness
Many clearance and operation problems trace back to the frame not being square, plumb, or true. Before concluding that a product was manufactured incorrectly, verify:
- That the frame diagonal measurements are equal (square check)
- That the jambs are plumb in both directions
- That the head is level
- That the frame depth matches the wall thickness
- That the frame was not racked during installation or wall construction
Getting Your Supplier Involved
By working the problem from the initial call, you are delivering the best possible customer service and adding the most possible value. If you identify a potential manufacturing defect or encounter symptoms you cannot explain, involve your supplier in the problem-solving process. A good supplier will help you diagnose the issue and find a resolution — not just wait for you to assign blame.