Employee Fast Track Manual

It is our privilege to welcome you to Love Plumbing, Air, Electric. We wish you every success in your new job, and we hope that you quickly feel at home. This publication was designed to fast track you with information that need to know when you start.

You will start your onboarding process with us on day 1. We will take the needed time to familiarize you with things you need to prepare you for your role at Love. In your first few weeks you will learn about our software, our history, our practices and experience our culture. It is a time for us to get to know each other and for you to get your questions answered.

The first part of this manual is designed to fast-track you into your job, so we have condensed it into essential first days of information - The most important things you need to know.

The second part of this manual is our complete employee handbook, which we will ask you to read in parts and we will quiz you – so we know you read through it. But that’s for later!

The Third part of this manual are policies that we will familiarize you with and that you will always have for reference. These policies will be updated periodically, and we ask that you keep this binder up to date as we distribute new policies or update existing ones.

It is my pleasure to have you on our team. We take our time in the hiring process and the fact that you are here means you are a culture fit for us. We love hiring for and maintaining our positive culture.

The Onboarding Process

Your onboarding specialist is Adam Hunter, whom you met when you were interviewed. Adam will be your main liaison for the first 3 months of your time here. He will spend 2-3 weeks, depending on the position you were hired for and your experience level, prepping you to move into your main role.

Adam is who you will go to with all of your questions and/or any concerns you may have. Adam serves in the HR position and will always be the person who will field any concerns you need to address. But, in the first few weeks his job is to get you ready for success. After your onboarding process he will follow up with you periodically to see how you are acclimating. Is summary, he is your go-to person for all things Love!

We ask for your patience during this process. If you are a plumber or electrician or HVAC specialist, we know you want to get out in the field and start solving problems, but we need you to be prepared and confident when you hit the streets! We promise to get you moving as soon as possible. Customer service is extremely important to us and we want to make sure you have all the tools possible to provide an exceptional experience for our customers.

Adam Hunter

Manager

Core Values

We chose you to work here because we feel you fit well with the Core Values we have defined. The definition of Core Value is a principle or belief that a person or organization views as being of central importance.

Our core values center around what we believe to be of the most importance. It is how we look for people to bring on and how we empower you to treat our customers.

We employ people who:

Love people – Friendly, courteous, respectful, helping.

Love to Win – Welcome sales goals and challenges.

Love to do the right thing – Moral, ethical, build relationships.

Love consistency and detail – Process and procedures.

Love to Grow – Personally and professionally, need to see growth around them.

We expect that your work here will exemplify these values as you deal with co-workers and customers.

100 Branch Road West Columbia, SC 29212

www.CallLoveNow.com

Welcome to the Love Team!!

Core Focus

Our core Focus is to deliver an EXCEPTIONAL Experience.

Our core focus is our “WHY”. It is the reason we exist and hopefully one of the reasons you will come to work each day.

Customers: Without customers we simply don’t exist at all. Our customers come to us with real-life issues that they cannot solve. In an industry that is riddled with lateness, sloppiness, and bad craftsmanship it is important that we rise above that and provide exceptional service. Some customers have had a bad experience with other contractors and unfortunately that reputation may precede our visit. It is our job to turn that perception around and make the customer experience as pleasant as possible. During your onboarding process you will get to see what exceptional service looks like and we will expect that you will follow our core processes and systems that we have put in place to become an exceptional company.

Co-workers: Each day you work with a lot of people that make a lot of things happen. Without people answering the phones, moving trucks around, working in the field with customers, paying bills, pulling permits, etc. the whole enterprise would simply fall apart. Providing an exceptional experience to your co-workers looks like kindness and respect. We treat each other always with love.

This is your mission each day to deliver an exceptional experience to customers, co-workers, people who are driving on the road with you, people you may encounter in a store, vendors, or other service people. You represent what we stand for, so it is important that this is important to you as well.

100 Branch Road West Columbia, SC 29212 www.CallLoveNow.com

Company History and Fact sheet:

Gene and Kathy Love founded Gene Love Plumbing Service in January of 1981. Gene Love was committed to his customers and was one of the first to offer 24-hour residential emergency service. He would respond to after-hours emergencies quickly and at no extra charge to the customer. The business grew rapidly and in 1996 Gene Love retired and his wife, Kathy Love took over the business.

In 2005 the company launched an electrical division and became Gene Love Plumbing and Electrical.

In 2006 Kathy Love retired and Tammy Cagle, then the General Manager/Vice President bought the company from Kathy Love.

In 2008 we moved into residential HVAC service and replacements and became Gene Love Plumbing, Air and Electrical.

Around 2011 we started a rebranding campaign to change our logo and our name to Love Plumbing, Air, Electrical. An orange Gerbera Daisy is prominent in our marketing to soften up our image and because you give flowers to people you like, and we want our customers to Love us!

Today we service homeowners all over Richland and Lexington counties. We are members of the Greater Columbia Chamber of Commerce, The Better Business Bureau and the Nexstar Network. We use a menu pricing system for all our services to offer our customers up-front pricing with no surprises. We hire people to provide an exceptional experience.

In February of 2021 we were acquired by TurnPoint Services, who has partnered with us to provide resources and guidance.

100 Branch Road West Columbia, SC 29212

www.CallLoveNow.com

Welcome to the Love Team!!

Training and Development Manager

Adam Hunter

AHunter@Calllovenow.com

803-719-5337

Plumbing Training Manager

Bobby Elvington

Relvington@callLoveNow.com

803-553-6309

Fleet and Inventory Manager

Patrick Southerland

JSoutherland@Calllovenow.com

803-727-9339

Dispatcher

Hallie Hansell

HHansell@calllovenow.com

803-791-8111

Accounting and Bookkeeping

Lauren Tierce

LTierce@Calllovenow.com

100 Branch Road West Columbia, SC 29212 www.CallLoveNow.com

Welcome to the Love Team!!

About Us

Target Market:

We serve homeowners in Lexington, Richland and Kershaw counties who are busy and value the homes they live in and their time.

We provide homeowners with solutions for the three major home comfort systems, Plumbing (water), Air (Wind), Electricity (light)

Reputation:

We work very hard and are proud of our proven reputation for quality customer experiences. This is evident in our Google ranking of 4.8 with over 2800 reviews.

Currently, approximately 54.7% of the population make a purchasing decision based on online reviews and they perceive these reviews to be a reliable method for judging the trustworthiness of a company.

We will train you to deliver a 5-star experience to your customers. We will then ask you to request Reviews from your customers to continue to build our online presence and gain trust with Google and potential customers.

Our Proven Process:

We have developed a process that everyone follows to ensure exceptional experiences. We call it The LOVE Way:

 L - Listen - We patiently listen to our customers needs and frustrations.

 O - Observe - We observe conditions in the home in order to give the best options.

 V - Value - We value our customer's home and time, and we leave a clean workspace

 E - Experience - We go beyond basic expectations to Wow the customer and obtain a 5-star review. Our

100 Branch Road West Columbia, SC 29212 www.CallLoveNow.com Welcome to

Association and Affiliations

Nexstar

You will hear us talk about Nexstar frequently and you will know all about it by the time your onboarding time is done.

Nexstar came into existence in 1992 to provide best practices and share knowledge between a group of plumbers. It quickly evolved into more and today Nexstar offers the best of industry training and coaching for business owners, manager and field technicians across the US and Canada. Today Nexstar boasts over 1000 member companies and has trained tens of thousands of service technicians, CSR’s, DSR’s and Managers. Nexstar serves companies providing Plumbing, Heating and Air and Electrical services to homeowners.

We joined this organization in 1996 and have embraced the systems they offer and the Nexstar Code of Ethics.

The Nexstar Service System is our foundational process for customer service and what helps us to deliver and Exceptional Experience. You will learn and know the system to differing degrees depending on your position. If you are a service tech you will be trained and expected to follow the steps on every call

Technicians are not allowed to deviate from this process, so embrace the learning as Adam delivers it. It is the most important tool you have in your belt!

Much of your training during your onboarding will be from the Nexstar website and you will have a log in to your personal dashboard.

My Nexstar Login is: __________________________________________________________

My Nexstar password is: ______________________________________________________

100 Branch Road West Columbia, SC 29212 www.CallLoveNow.com

Welcome to the Love Team!!

C of Ethics

TurnPoint Services

You will hear us sometimes refer to TurnPoint. TurnPoint is our parent company. TurnPoint is aggregate is one of the largest home services companies in the US. There are 50+ member companies across the US representing over 1 billion dollars in annual revenue nationwide. TurnPoint, after acquiring a company, works with the GM (usually a former owner) to streamline operations and help them become more profitable. The corporation has similar values to our own and on a typical day you would not even know we had a parent company.

It is good information to know but won’t affect your day-to-day job here.

There are 2 other TurnPoint companies in the Columbia area, Meetze Plumbing and Cassell Brothers Heating and Air. Though we compete with them both, we work together on a bigger goal.

We do not solicit other TurnPoint employees.

100 Branch Road West Columbia, SC 29212 www.CallLoveNow.com Welcome to the Love Team!!

Benefits

Major Medical:

Our Major Medical provider is Anthem Blue Cross Blue Shield. You will be given the information you need to enroll, and you must complete your enrollment by day 30 of your employment or you will not be eligible until enrollment opens up again. Your onboarding specialist will help you through this process.

401K

You will be automatically enrolled in the company’s 401K plan after 60 days of employment. You will be enrolled automatically at a 3% contribution. Your contribution is matched by the company at 30% up to a 10% contribution. You may opt to contribute more than 3% if you choose or you may opt out altogether. If you do neither, you will automatically be enrolled at 3% of your total gross pay.

Here is an example for a Gross paycheck of $500.00. A 3% contribution would equal $30.00 per week that you would deposit into your 401K account (500 x 3%). Love will match 30% of your weekly contribution or $9.00 per week (30.00 x 30%). Your total 401K contribution to your account would be 39.00 for that week.

The company’s maximum match is when you contribute 10%. In the example above you would be contributed 50.00 per week and the company would match 15.00 per week. That is the maximum company match, so if you decide to contribute more than 10%, you will still only receive 15.00.

You can opt out of 401K, or you can opt in for more than 3%. If you do nothing you will be automatically enrolled. You can at anytime manage your account and stop or increase contributions through your payroll portal. Your onboarding specialist will assist you in this process.

Use the table below to figure your potential weekly 401K benefit:

100 Branch Road West Columbia, SC 29212 www.CallLoveNow.com

Welcome to the Love Team!!

Instead of vacation and/or sick days, we issue employees PTO (paid time off) days which they can use however they choose. A PTO policy is included here and in the handbook on page number in this manual.

PTO must be requested and approved by your supervisor for any planned or scheduled vacations. Requesting PTO for vacations, events etc. does not guarantee it will be granted. Your supervisor will approve PTO based on the schedule. Certain times of year are more popular and since customer schedules must be protected, sometimes PTO cannot be approved.

PTO time not granted but taken will be subject to disciplinary action.

Time off without requesting PTO beforehand such as emergencies, sickness etc. will be paid as PTO and deducted from your PTO accrual.

Any PTO earned, but not used will not be paid to employee upon termination of employment.

You can request PTO through your payroll portal. Your onboarding specialist will assist you should you need help.

Paid Holidays

We also provide for 6 paid holidays:

New Year’s Day

Memorial Day

July 4th

Labor Day

Thanksgiving

Christmas

Your birthday! – you will receive 8 hours of PTO time in your birthday month.

Employees must work the business days before and after each holiday or have requested and been approved for PTO beforehand to be eligible for paid holidays. Employees who are asked to work or be on standby for these holidays receive their regular pay plus 10 hours of PTO time.

Holidays that fall on weekends will be observed on either Monday or Friday, which will be decided upon by the management team.

Loyalty Bonus:

At your 5th year anniversary you will receive a $250.00 loyalty bonus (50.00 per year) for every year after that the bonus goes up 50.00. below is an example.

The loyalty bonus is designed to reward employees who choose to make Love PAE a career and their home.

Wellness Benefit:

The company will provide you with an app called incentfit. Your onboarding specialist will show you how to download and use it. In this app you can record and measure when you go to the gym, steps that you walk or run and numerous other activities and earn cash for doing it.

100 Branch Road West Columbia, SC 29212 www.CallLoveNow.com

Welcome to the Love Team!!

Things to know:

Our physical address is:

100 Branch Road West Columbia SC 299170

Our phone number is:

803-719-8111 this number is reserved for employee calls only

Our website: www.calllovenow.com

Your immediate supervisor is:

Name: ___________________________________________________________

Phone: __________________________________________________________

Email: ___________________________________________________________ Meetings that will be you will attend on a permanent basis:

___ Technician Service Meeting, Tuesdays @7:30

___ Company “State of the Union” meetings – date and times announced via Calendar invite

___ 9AM Daily Huddle

Your start time each day is: _________________________________________________

100 Branch Road West Columbia, SC 29212

www.CallLoveNow.com

Welcome to the Love Team!!

Compensation Payroll Practices

Employees are paid weekly. Payroll is directly deposited into an employee’s account every Friday. When a payroll date falls on a holiday, employees will, when possible, be paid on the last business day before the holiday. Otherwise, employees will be paid on the first business day following the scheduled payroll date.

Our payroll and benefit functions are managed online through a software package called Kronos. Follow the instructions below to log into your payroll portal.

To access your Employee Self Service Account, enter the URL address below into any web browser, or click the hyperlink below:

https://secure.yourpayrollhr.com/ta/MGH7025.login

Username: First Initial of First name, Entire Last name, Last 2 digits of your Social Security Number

Password: Last 4 Digits of your Social Security Number

Example: If Name; SSN = Jane Doe; 123-45-6789

Username = JDoe89

Password = 6789

The first time you login, you will be required to configure the Multi-Factor Authentication (MFA) – or virtual code - settings for future logins. Follow the steps below to configure your MFA settings.

After successfully logging in, navigate to My Account à My Learning to access instructional videos and documents related to Employee Self Service functions.

Step 1: Enter Username and Password on the login page. You will be prompted to Change Password.

100 Branch Road West Columbia, SC 29212 www.CallLoveNow.com

Welcome to the Love Team!!

Your new password must contain a minimum of 8 characters and include one of each of the following:

 Uppercase Letter

 Lowercase Letter

 Number

 Symbol Example: Password1!

Note: Passwords have up to 90 days before they expire and need to be changed.

Salary Deductions and Withholding

The Company will withhold the following from your paycheck:

Taxes

Federal, state and local taxes, as required by law, as well as the required FICA (Social Security and Medicare) payments.

Insurance

Your contribution to health insurance or other insurance premiums for yourself and any eligible family members or to other contributory benefit programs.

Other Deductions

Other deductions which you authorize, including 401K contributions, insurances

Direct Deposit

You will have your paycheck deposited directly into your bank account. You will need to set this up online during your onboarding process. You will need your bank routing number and account number. You may set up as many deposit accounts as you choose, for example you may want part of your check to go into a checking account and part to go into a savings account. Your onboarding specialist will help you with these functions.

If you do not have a checking account, your pay can be deposited into a pay card each week. Talk to your onboarding specialist to get this function set up.

Lunch Breaks

SC does not require that employers offer employees a lunch or break period. However, we feel it is important to take a short break especially for lunch time. If you are an hourly employee, you are eligible for a 1-hour lunch each day, non-paid. You will be required to go off the clock for your lunch break. If you are a field technician in a company vehicle, you may be asked by dispatch to stay in your area while you are at lunch. If your job requires you to work through lunch, you will not be taken off the clock. The dispatcher will coordinate with you on break times.

Calling in Absent:

We know that sometimes you have to be absent from work and in order to communicate properly with the office and your supervisor, we ask that you do the following if you must be out.

If you are employed in the office:

Send an email to:

Mobile@CallLoveNow.com AND your direct supervisor

We should receive this email at least 1 hour before you are scheduled to start your day In the subject line of the email type “Work Absence” this will alert the dispatcher to open right away

You should include in your email:

The reason you will not be at work

When you expect to be able to return

Anything that you know you need to handle that someone else will need to do in your absence

If you are employed in the field:

Send an email to:

Mobile@CallLoveNow.com AND JonV@CallLoveNow.com

We should receive this email at least 1 hour before you are scheduled to start your day In the subject line of the email type “Work Absence” this will alert the dispatcher to open right away

You should include in your email:

The reason you will not be at work

When you expect to be able to return

Anything that you know you need to handle that someone else will need to do in your absence

Failure to follow this procedure will result in a write-up for your file.

100 Branch Road West Columbia, SC 29212

www.CallLoveNow.com

Welcome to the Love Team!!

Employee Partner Bonus:

You are eligible to receive a recruiting bonus for qualified people you bring to us that you have worked with in the past or know to be excellent at their craft. Our Employee Partner bonus is as follows:

EPB’s are paid only for the recruitment of field personnel, not office/non-revenue producing staff.

Office staff will receive EPB if they bring us a qualified technician.

Managers are not eligible for EPB’s as it is their job to recruit staff continually.

If you bring us a qualified applicant and we invite them for an interview, you will receive a $50.00 gift card.

If we hire that person, on day 10 of their employment, you will receive $1250.00.

On day 60 of their employment, you will receive $1250.00.

*An employee in good standing is defined as someone who is on active duty for the job they were hired for.

We offer this bonus because we know that you know people who would be a good fit here and we would rather our employees benefit than spending dollars on recruiting efforts.

The next section of your handbook will cover policies, practices and procedures and your onboarding specialist will go over that with you at another time.

Again, we welcome you to our team and if at any time you have a question that we did not answer in this starter handbook, please just ask us! We Love to help!

Summary Part 1

Core Values

Love people – Friendly, courteous, respectful, helping.

Love to Win – Welcome sales goals and challenges.

Love to do the right thing – Moral, ethical, build relationships.

Love consistency and detail – Process and procedures.

Love to Grow – Personally and professionally, need to see growth around them.

Core focus = To deliver an exceptional experience.

Year the company was started = 1981

Proven Process = The Love Way

L- Listen

O- Observe

V – Value

E – Experience

We are affiliated with and use the resources of the Nexstar Network

Our parent company is TurnPoint Services

Our Benefits: Paid Major Medical 401K Match PTO 6 paid holidays

PTO day for your birthday loyalty bonus

100 Branch Road West Columbia, SC 29212 www.CallLoveNow.com

Welcome to the Love Team!!

Physical Address = 100 Branch Road, West Columbia SC 29170

Phone Number = 803-719-8111

Website = www.calllovenow.com

Payroll is direct deposited every Friday

Employee Partner Bonus = 1250.00 @ 10 days and 1250.00 @ 60 days

My Notes:

Congratulations on completing part I!

Welcome to the Team.

100 Branch Road West Columbia, SC 29212

www.CallLoveNow.com

Welcome to the Love Team!!