In an age where we have to document almost everything we do, it has become a necessity for fabricators to create a "paper trail" for each and every project that we produce. Gone are the days of doing things verbally, or performing a project worth thousands of dollars - on a handshake.

When I am in "Admin. Mode" - I laughingly refer to myself as "Mr. Forms" - because I always seem to come up with a new CYA (Cover Your Assets) form that helps to clarify what the customer wants, or what message I want to document so the job will run smoother. Because many people have never had granite, marble or engineered stone in their homes before - they are in a huge learning curve when they contract with any fabricator for their first "stone" countertop.

The standard and routine documents that have become commonplace in our world keep growing and being added to as new situations arise, or problems happen that could have been avoided - had some type of document been available to illustrate what the issue was, or how it was going to look. Many times, a customer needs to have the option to make a choice, and having a physical document that lays out their options, and has a mechanism so that they can make a choice of their preference can mean the difference between having a happy customer who loves the finished product - or a client who is hopping mad and wants you to rip out an otherwise picture perfect project.

It's become a matter of routine that we produce a plan view drawing of the areas that are to receive stone tops, and indicate these on the drawing that we provide - along with the written proposal of Fax Quote that we send our customers. As a Fabricator - I want to leave nothing to chance. I do not want there to be any confusion or misunderstanding about what I am going to provide to my clients. When Thomas Edison was designing one of the thousands of his inventions, he would submit a drawing to his machine shop. On that drawing, he would illustrate what it was he wanted his employees to "make." He would usually write only two words on the drawing - and they would read "Make This." That is how I like to operate as well. This results in fewer chances of making an error, or presuming what my client wants. In this industry we can't afford to play "Guess What I'm Thinking I Want for My Countertops."

Front edge selection sheets are great for documenting what the front edge profile of a countertop will look like - using a picture and a written description of the edge that has been selected by the customer. There's also a place for clients to sign, initial and date their selection. They should always be given a copy of the document, and the fabricator should retains the original for their records.

Sink edge and overhang selection forms are great for using on an undermount sink cut out, where a reveal, flush or overhang configuration will be used. This is priceless for "getting it right" the first time. Making a sink opening too big - providing a reveal detail - when the customer really wanted an overhang - will result in a re-do. This happened to me nine years ago, and I learned from that lesson. Now, every undermount sink application has to have the form filled out by the client - signed and dated. Since the inception of that one form I have not had to re-do any more undermount sink cutouts due to them being the wrong style or size.

Another form that has helped me over the years is a sink accessory location guide. It outlines where the holes need to be drilled, and gives clients the ability to show fabricators - in writing - where holes should, and more importantly, should not be drilled. The little issue of where the holes go can also means the difference between a happy client - or a tear out and re-do. This form helps too, because if you'll use it there are virtually no call backs to drill "just one more hole" because the client forgot, or didn't think about a reverse osmosis spout or a soap dispenser.

If you take the time to use good forms at the start of the project you'll find that they are a wonderful "CYA" - and in the long run, you'll have less work to re-do because you made an error or your customer "didn't think about that detail." It's worth the time and effort, so the bottom line is this: CYA Forms - Don't fabricate without them!

Until next month...

Best Regards & Happy Fabricating!

"Using Good Forms" is a subject that is taught by AZ School of Rock. For more information, please visit Kevin M. Padden at www.azschoolofrock.com, call 480-309-9422 or send e-mail to info@azschoolofrock.com

")