Installation Best Practices, Timeline & Guidelines for SkyTab Orders
Installation Timeline
It is so important to present the correct installation timeline to merchants in your pitch, as it can make merchants pretty upset if Shift4 can't meet the installation timeline you told them they'd be able to get!
One of the most common merchant issues we face is that reps aren't up to speed on current Shift4 timelines, and therefore misrepresent those to merchants, who then get (understandably) frustrated.
There is a 4-6 weeks lead-time MINIMUM on all SkyTab POS orders.
This 4-6 weeks timeline doesn't start when the application is submitted, the clock starts from the time that the Pre Launch team has EVERYTHING including all menus (alcohol, kids, etc) and Launch Control items have been completed.
How to pitch timeline to merchants:
Make sure you’re quoting “4-6 weeks turnaround for install” to your merchants, as this gives plenty of wiggle room.
You can request for a rush install which has a timeframe of 3-4 weeks. Parameters for a rush install is either there's a grand opening or a "hard down" (merchant's current POS isn't working.)
Regarding the install date put on the application
Install dates on the application are technically just REQUESTS.
When you put in a a rough estimate for install date in the application, please keep in mind this is a request only.
Shift4 only has so many installers, and sometimes cannot fulfill a requested date.
Please make note of this in your pitch, and make sure you and the merchants stay flexible on install date. Overpromising exact install dates to merchants can create unnecessary stress.
Requests To Have A Specific Installer On A Deal
We cannot officially request an installer.
Shift4 told us their official policy is that they cannot grant installer requests (i.e. “I want David Smith for this job” etc.)
Exception: They said if you have a $100k+ volume restaurant OR an installer has previous history with an additional location, you can put in a request (by emailing Ingrid), but even then they can’t always guarantee.
On that same note, we do have a few black-listed installers that have lost deals for us. If you have feedback about a particularly bad installer, please email detailed notes to Ingrid, and she work together with the S4 installation team to sort it out.
Installer Contact Guidelines:
Please don’t call/text/email installers or service techs directly.
For any scheduling changes or requests outside of what was requested on the initial application, send your reschedule requests to Ingrid.
Only contact an install scheduler/installer/tech during an absolute emergency/last minute change. Please do not abuse this - Shift4 has been really patient with us on this guideline that they have requested, and we want to keep a great relationship with them!
Sometimes, installers will not follow the Shift4 rules themselves and will reach out to you directly about installs in non-emergency situations. Please let them know that you have to go through our pipeline manager and can't engage with them directly on scheduling items.
Installer & Programming Certification
You can also voluntarily elect to take installer training and get certified, which will allow you to know the process more thoroughly, and help merchants to a greater extent! You can access this via the learning tab on Partner Portal, that connects you into SkyTab Academy.
How to find installer training: Log in to partner portal and click on "Learning" tab (or click SkyTab Academy link above), then click the tab "Learning Paths", and then click "SkyTab Installation and Programming Certification".
Install Pro Tip
We've seen 5-10 deals get lost/have major issues just this year from one core problem: not setting up the SkyTab gear on the dedicated local network. Every install, without fail, every time, should always set up on a dedicated local network (ideally TP-Link VPN router). Make a point to double check that at EVERY INSTALL you do.
Otherwise it gets set up on the local (ATT&T or whatever) network, and all the sudden every piece of tech in the building is pulling from one network. KDS's misfire, updates don't run, ghost tickets, etc etc. So so many problems happen when the network gets set up wrong, and we've lost big deals over it. Don't let this be you.
