Post-Installation Checklist for Countertop Fabricators
What Is a Post-Installation Checklist?
A post-installation checklist is a structured walkthrough performed immediately after the install crew finishes placing the countertop. It covers fit verification, seam quality, fixture function, surface condition, and customer sign-off. Completing this before the crew leaves the site prevents callbacks, protects your reputation, and creates documentation if disputes arise later.
TL;DR: Post-Installation Musts
- Walk through every item with the customer present before the crew leaves
- Test all plumbing connections for leaks -- a 5-minute test prevents a $500 callback
- Photograph every section from multiple angles for your records
- Get written sign-off confirming the customer is satisfied with the installation
- Callbacks average $200-$500 per visit -- this checklist prevents 40-60% of them
- Deliver care and maintenance instructions at the time of installation
- Collect final payment only after the walkthrough is complete
Complete Post-Installation Checklist
Section 1: Fit and Alignment
- All pieces sit flat on cabinets with no rocking
- Overhang is consistent along all edges (within 1/16" variation)
- Countertop is level front-to-back and side-to-side
- Seams are tight with no visible gaps (less than 1/32")
- Seam adhesive color matches stone surface
- Backsplash sits flush against wall (scribed to wall contour)
- Backsplash-to-countertop joint is sealed with matching caulk
- Island pieces are centered and aligned per template
- Waterfall edge joints are tight and grain-matched (if applicable)
- No gaps between countertop and wall exceeding caulk coverage
Section 2: Cutouts and Fixtures
- Sink is mounted and secure (undermount clips tightened)
- Sink is centered in cutout with even reveal
- Silicone seal around sink is complete with no gaps
- Faucet is installed and seated properly (if shop responsibility)
- Faucet connections have no leaks -- run water for 2 minutes minimum
- Hot and cold lines connected to correct sides
- Drain connections are secure with no leaks
- Garbage disposal connected and functional (if applicable)
- Cooktop sits in cutout without binding or excess gap
- Cooktop is level within the cutout
- Dishwasher connection accessible through cabinet
Section 3: Surface Quality
- No chips on any visible edges
- No scratches on countertop surface
- No adhesive residue on visible surfaces
- No silicone smears on stone surface
- Edge polish is consistent and matches profile specification
- Surface is clean -- wiped down with appropriate cleaner
- No stains from installation process (marker, adhesive, etc.)
- Natural stone veining and pattern flow as expected by customer
Section 4: Safety and Structure
- Support brackets installed for overhangs exceeding 10-12"
- No sharp edges on underside where people might bump
- Countertop is secured to cabinets (adhesive or mechanical fasteners)
- Island countertop cannot shift or rotate on base
- No plumbing leaks under any sink or fixture connection
- Electrical connections for cooktop are secure (if applicable)
- All cabinet doors and drawers open freely without hitting countertop
Section 5: Site Cleanup
- All packaging material removed from site
- Dust and debris vacuumed from work area
- Floor protection removed and floors cleaned
- Cabinet interiors wiped clean of dust and debris
- Old countertop removed from site (if included in scope)
- Scrap material removed -- nothing left on-site unless customer requests
- Tools and equipment accounted for and loaded on truck
- Dumpster or disposal area left clean
Section 6: Customer Handoff
- Walk customer through every section of installed countertop
- Point out seam locations and explain seam quality expectations
- Demonstrate that sink and plumbing connections are leak-free
- Deliver care and maintenance instruction sheet
- Explain material-specific requirements (sealing schedule for granite, etc.)
- Review warranty coverage and limitations
- Discuss expected curing times for adhesives and caulk
- Advise customer not to place heavy items on countertop for 24 hours
- Collect written sign-off on completion form
- Collect final payment per contract terms
- Provide shop contact information for any future concerns
- Request online review (Google, Yelp) if customer is satisfied
How to Conduct the Post-Installation Walkthrough
Step 1: Installer Self-Check (10-15 minutes)
Before inviting the customer to review, the lead installer should run through Sections 1-5 independently. Fix anything that can be fixed on-site. If the installer finds a chip that occurred during installation, note it and inform the customer honestly.
Step 2: Customer Walkthrough (10-20 minutes)
Walk the customer through the installation section by section. Point out the seams, demonstrate the plumbing, and show them the edge profile. Most customers are excited about their new countertops and will not scrutinize heavily -- but you still need to invite their inspection.
Step 3: Documentation (5 minutes)
Photograph every section, each seam, the sink installation, and any areas of concern. These photos protect you. If a customer calls three weeks later claiming a chip was there on install day, your photos prove otherwise.
Step 4: Sign-Off and Payment (5 minutes)
Have the customer sign a completion form stating they have inspected the installation and are satisfied. Collect the final balance. Leave on a positive note with a request for an online review.
What Callbacks Cost Your Shop
| Callback Reason | Frequency (No Checklist) | Average Cost | Prevention |
|---|---|---|---|
| Plumbing leak under sink | 5-8% of installs | $250-$500 | Run water test before leaving |
| Loose sink (undermount) | 3-5% of installs | $200-$350 | Verify clip tension |
| Uneven overhang | 2-4% of installs | $200-$600 | Measure overhang at 3+ points |
| Seam separation/gap | 2-3% of installs | $300-$800 | Inspect seam before cleanup |
| Adhesive/caulk failure | 3-5% of installs | $150-$300 | Proper surface prep and cure |
| Customer complaint (cosmetic) | 4-6% of installs | $100-$200 (time) | Walkthrough before leaving |
A shop averaging 15 installs per month without a post-installation process can expect 3-5 callbacks monthly, costing $750-$2,500 in crew time, materials, and customer goodwill. The 30-minute post-installation checklist eliminates the majority of these.
Care Instructions to Include in Customer Handoff
Provide these in writing -- homeowners remember about 20% of verbal instructions:
For Quartz: Clean with mild soap and water. Avoid harsh chemicals and abrasive pads. No sealing required. Avoid placing hot pots directly on surface.
For Granite: Clean with stone-specific cleaner. Seal every 6-12 months (or per fabricator recommendation). Blot spills quickly, especially acidic liquids.
For Quartzite: Similar care to granite. Seal every 6-12 months. Heat-resistant but still use trivets. Extremely scratch-resistant.
For Marble: Seal every 3-6 months. Avoid acidic foods and liquids on surface (citrus, vinegar, wine). Use cutting boards always. Expect patina development over time.
FAQ
How long should the post-installation walkthrough take? Plan for 30-45 minutes total including the installer self-check, customer walkthrough, photos, and sign-off. Do not rush this -- it prevents hours of callback work.
What if the customer finds an issue during the walkthrough? Address it on-site if possible. For issues that cannot be fixed immediately (a chip that needs epoxy repair, for example), document the issue, provide a timeline for the return visit, and still collect sign-off on the completed portions.
Should we collect payment before or after the walkthrough? After. Collecting payment before the walkthrough removes the customer's incentive to complete the inspection thoroughly, which means problems get reported as callbacks instead.
How do we handle the plumbing leak test? Turn on both hot and cold water at the faucet. Let it run for 2 full minutes while checking all connections underneath -- supply lines, drain, garbage disposal, and dishwasher hose connections. Two minutes catches slow leaks that a quick glance misses.
What completion form should the customer sign? A simple one-page form stating: "I have inspected the installed countertops and am satisfied with the workmanship. All items listed on the work order have been completed." Include space for noting any exceptions or future follow-up items.
Should installers ask for reviews during the walkthrough? Yes, but timing matters. Ask after the customer expresses satisfaction and after payment is collected. Hand them a card with your Google review link. Do not pressure -- a simple "If you are happy with the work, a Google review helps us a lot" is sufficient.
What if the customer refuses to sign off? Document the specific concerns in writing, take photographs, and have the installer sign a note describing the situation. Report to the shop immediately. Do not argue on-site. Schedule a follow-up visit to address the concerns within 48 hours.
How long should we keep post-installation photos on file? Minimum 2 years, which covers most warranty periods. Many shops keep them indefinitely in cloud storage since the cost is negligible.
Reduce Callbacks with Better Communication
SlabWise's Customer Portal keeps homeowners informed through every step -- from template to installation. When customers know what to expect and have already approved their layout, the post-installation walkthrough goes smoothly. Start your 14-day free trial at slabwise.com.
Sources
- Natural Stone Institute -- Installation Completion Standards
- ISFA -- Post-Installation Quality Verification Guidelines
- Marble Institute of America -- Care and maintenance publications
- Stone World Magazine -- Callback reduction studies
- National Kitchen & Bath Association -- Customer satisfaction benchmarks
- Countertop Fabricators Alliance -- Warranty and service data