Customer Relations Playbook

Requirements for Century and Trade Partner/Supplier personnel who perform service: 1. Well groomed; good hygiene. 2. Booties over shoes; or should shoes be taken off, clean socks. 3. No inappropriate language. 4. No disparaging communication. 5. No smoking in or in the vicinity of a home (including from the street). 6. An adult over 18 must be present to perform work; no minors. 7. Alcohol and controlled substances are not permitted. 8. Adhere to OSHA approved practices. 9. Clean up after repairs, including sweeping and/or vacuuming. 10. Agree to other jobsite requirements such as Century’s jobsite rules, Master Trade Agreements, Scopes of Work, exhibits, etc. 11. No loud/inappropriate music.

Best Practice: When we manage our schedules well and hold our Trade Partners/ Suppliers accountable, we prevent unnecessary dry runs. Dry-runs erode the trust and confidence Trade Partners/Suppliers have in Century, often leading to EPO’s (hitting your division’s bottom line).

50 | Customer Relations Process | CUSTOMER RELATIONS PLAYBOOK