Customer Onboarding Checklist for Countertop Fabrication Shops
What Is Customer Onboarding for Fabrication Shops?
Customer onboarding is the structured process from the moment a homeowner or contractor becomes a paying customer through the start of their project. It covers setting expectations, collecting project details, processing deposits, scheduling, and communicating the project timeline. Shops with a consistent onboarding process receive 70% fewer mid-project phone calls, experience 40% fewer scope disputes, and get 50% more positive online reviews.
TL;DR: Customer Onboarding Essentials
- Set expectations once, correctly, and in writing -- prevents 70% of mid-project complaints
- Collect all project details at contract signing -- not after templating is scheduled
- Send a welcome packet (digital or printed) covering the full project timeline
- Confirm deposit and payment terms before scheduling any work
- Introduce the customer to their project contact -- one person, not a rotating cast
- Average fab shop receives 8-15 customer calls per day -- good onboarding cuts this to 2-5
- A simplified onboarding takes 20-30 minutes and saves hours of back-and-forth later
Complete Customer Onboarding Checklist
Section 1: Contract and Payment
- Customer agreement/contract signed by all parties
- Scope of work clearly defined (material, edge profile, cutouts, backsplash)
- Material selection documented with slab lot number (if specific slab selected)
- Total project price confirmed and documented
- Deposit collected (typically 50% of project total)
- Payment schedule confirmed (balance due at installation completion)
- Accepted payment methods communicated (check, card, financing)
- Cancellation and change order policies explained and signed
- Warranty terms provided in writing
Section 2: Project Details Collection
- Customer name and contact information confirmed
- Project address confirmed (may differ from billing address)
- Site access instructions documented (gate codes, parking, keys)
- General contractor contact information (if applicable)
- Sink make, model, and dimensions confirmed (or purchased through shop)
- Faucet make, model, and hole spacing confirmed
- Cooktop/range make and model confirmed (cutout specs)
- Edge profile selection documented with visual reference
- Backsplash details: height, material, matching requirements
- Seam preference discussed (customer may have strong opinions on seam visibility)
- Special requirements noted (ADA compliance, specific overhang, support brackets)
- Existing countertop removal: included in scope? Customer responsible?
Section 3: Expectation Setting
- Full project timeline shared (quote to template to fabrication to install)
- Typical timeline communicated: 7-15 business days template to installation
- Customer informed that old countertops must be removed before install
- Plumbing disconnect/reconnect responsibility clarified
- Customer informed that cabinets must be installed and level before template
- Natural stone variation disclaimer acknowledged (no two slabs identical)
- Seam visibility expectations set (seams are normal, not defects)
- Customer informed about post-install care requirements for their material
- Communication preferences established (phone, email, text, portal)
- Customer informed about approval steps (they must approve layout before fabrication)
Section 4: Welcome Communication
- Welcome email/text sent with project summary
- Project timeline document attached
- Customer portal login created and credentials sent (if applicable)
- Primary project contact name and direct line provided
- Care and maintenance preview sent for selected material
- FAQ document shared (common questions about the countertop process)
- Template appointment scheduling process explained
- What the customer needs to have ready before template visit communicated
Section 5: Internal Handoff
- Job created in shop management system with all details
- Project assigned to project manager/coordinator
- Material allocation confirmed (slab reserved in inventory)
- Template visit scheduled or scheduling process initiated
- Special notes flagged for templater (unusual layout, access issues, pets)
- Job priority level set based on timeline commitments
- Fabrication capacity confirmed for anticipated fab date
- Install crew tentatively blocked for estimated install date
How to Conduct the Onboarding Meeting
Step 1: Review the Contract Together (10 minutes)
Walk through the scope of work line by line. This is not just a signature exercise -- it is your chance to confirm every detail. Misunderstandings caught here cost nothing. Misunderstandings caught during installation cost $1,500-$4,000.
Step 2: Collect All Project Details (10 minutes)
Use the Section 2 checklist as your interview guide. Do not assume you already know the answers from the sales process. The salesperson may have discussed a different edge profile than what the customer actually wants.
Step 3: Set Expectations Clearly (5-10 minutes)
Walk through the project timeline. Tell the customer: "Here is what happens next, and here is what we need from you at each step." The most important expectations to set:
- Cabinets must be installed and level before we can template
- You will need to approve the layout before we cut
- We will collect the balance at installation completion
- Seams are a normal part of stone countertop installation
Step 4: Send the Welcome Packet (5 minutes)
Before the customer leaves (or immediately after a phone onboarding), send the welcome packet with everything in writing. Customers remember about 20% of verbal information. Written documentation is your safety net.
Impact on Customer Calls and Complaints
| Metric | Without Onboarding Process | With Onboarding Process |
|---|---|---|
| Calls per customer per project | 8-15 | 2-5 |
| "When will you be here?" calls | 3-5 per project | 0-1 per project |
| Scope disputes at install | 8-12% of projects | 2-4% of projects |
| Positive online reviews | 15-25% of customers | 40-60% of customers |
| Referral rate | 10-15% | 25-40% |
The reduction from 8-15 calls to 2-5 calls per customer is the headline number. For a shop running 15-20 jobs per month, that is 90-200 fewer phone calls monthly. At an average of 5 minutes per call, that is 7.5-17 hours of staff time recovered every month.
Common Onboarding Mistakes
- Relying on verbal agreements -- Always put the scope in writing. "I thought we agreed on ogee edge" disputes are resolved instantly when the signed contract says "eased edge."
- Not collecting fixture details at signing -- Chasing sink model numbers two weeks later delays templating.
- Skipping the timeline discussion -- Customers who do not know the process call constantly to ask what happens next.
- No single point of contact -- When customers talk to different people every time they call, information gets lost and trust erodes.
- Forgetting to reserve the slab -- A customer-selected slab that gets used on another job is a relationship-ending mistake.
FAQ
How long should customer onboarding take? A thorough onboarding meeting takes 20-30 minutes. This investment prevents hours of confusion and back-and-forth throughout the project.
Can onboarding be done over the phone or does it need to be in person? Both work. In-person allows the customer to see samples, sign documents physically, and ask questions more freely. Phone/video onboarding works well for repeat customers and contractor accounts.
What should be in the welcome packet? Project summary, timeline, primary contact information, care instructions for the selected material, FAQ about the countertop process, and instructions for what the customer needs to prepare before the template visit.
How does a customer portal reduce phone calls? When customers can log in and see their project status (template scheduled for Thursday, fabrication in progress, installation next Tuesday), they do not need to call and ask. Portal access typically reduces customer calls by 60-70%.
Should we onboard contractor/builder accounts differently? Yes. Contractors need simplified onboarding focused on timelines, payment terms, and volume pricing. They do not need material education but do need clear communication about lead times for their project schedules.
What if the customer has not selected their sink yet? Strongly encourage fixture selection before proceeding. If they insist on moving forward, document that templating cannot occur until fixture specs are confirmed, and note the potential delay this creates.
How do we handle changes after onboarding? Use a formal change order process. Any change to material, edge, scope, or pricing after the contract is signed gets documented on a change order form, signed by the customer, with pricing adjustments noted.
Should we collect a deposit at the onboarding meeting? Yes. The deposit confirms the customer's commitment and allows you to reserve materials and schedule the job. Standard deposit: 50% of project total.
Onboard Customers in Minutes, Not Hours
SlabWise's Customer Portal handles the heavy lifting of customer communication. Homeowners see their project status, approve layouts, and confirm appointments without calling your office. That means 70% fewer inbound calls and happier customers. Start your 14-day free trial at slabwise.com.
Sources
- National Kitchen & Bath Association -- Customer experience best practices
- Stone World Magazine -- Customer satisfaction surveys
- Harvard Business Review -- Customer onboarding impact studies
- ISFA -- Fabrication shop customer management
- Countertop Fabricators Alliance -- Customer retention data
- Remodeling Magazine -- Homeowner satisfaction benchmarks