The video presents MORSCO’s new Repair and Remodel (R&R) Standard Operating Procedure, built on the S7 service standards and the company’s customer promise of service, relationships, and expertise. It outlines specific operational targets to improve the customer experience: counter orders must be picked and ready in under 15 minutes, will‑call orders in under 30 minutes with a dedicated pickup area, and deliveries to R&R customers must be completed within two hours, with a fee applied to urgent or after‑hours deliveries. The SOP emphasizes a well‑organized warehouse layout, placing fast‑moving items in accessible bins to enable fast, accurate picking. A brief testimonial from Justin Chambliss of Chambliss Plumbing highlights the importance of speed and availability at the will‑call counter. Employees are directed to locate the full SOP on the company intranet under the Continuous Improvement page, Standard Operating Procedures tab.
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We're building our business around our customers. Everything we do plays into the customer experience, from the counter to will-call to delivery. When we focus on improving how we get the product to the customer, we can better deliver on our promise of customized service. This is why we've set a new standard for fulfilling our counter orders, will-call orders, and deliveries. The Repair and Remodel Standard Operating Procedure was built on our S7 service standards and our customer promise of service, relationships, expertise, We want our repair and remodel customers to immediately see and feel the change in service, so take a few moments to watch the video and get familiar with the new procedures. To provide prompt customer service, aim to have all counter orders picked and ready in less than 15 minutes. We can't deliver on this unless we have a well-organized warehouse with a proper layout and all bin locations set. That's critical for fast and accurate order picking, so be sure to place fast-moving products in an easily accessible location. Will-call orders should be picked and ready in less than 30 minutes. All branches should have a dedicated will-call pickup area or will-call counter. Why is this important? Let's hear from Chambliss Plumbing's Justin Chambliss about his experience at one of our locations.
At the end of the day, you know, the main factors are price and availability and speed. How fast can I get in and out? What I'm expecting from a will call is my order to be pulled and placed in a staging area. And so when I walk in for will call, you know, even if there is a line at the will call, it's like, I have your stuff and it's ready. Here you go.
Deliveries for R&R customers should be ready and delivered within 2 hours. A fee should be charged for all deliveries via our truck or a third-party driver using the freight distribution screen as per the SOP. This is especially applicable for urgent, after-hours, and weekend deliveries. Speed and accuracy are important so we can meet or exceed our customers' expectations. These new procedures help them get the material they need when they need it. To find the repair and remodel SOP, Go to the Continuous Improvement page on the intranet and select the Standard Operating Procedures tab.
