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Install Success Program

Updated: September 4, 2026

Effective January 2, 2026 — Thirty days' written notice to all sales representatives

IMPORTANT UPDATES / TRAINING NOTES (Jan 7, 2026)

  • Opt-in by default; opt-out deadline is Friday (if someone wants to opt out). Fee remains $100 per install pulled from upfront commission and split across assigned reps.
  • Core message: avoid “service syndrome.” Reps are paid to sell. The program is designed to keep reps out selling while still protecting installs.
  • For $150K+ deals: request “white glove” handling (PLS / specific installer / extra attention) by emailing Nick + Travis with DBA name, bid, and install/menu notes.
  • Nick’s 11-step efficient install playbook (high level): clean paperwork, take charge as GC, confirm plan the day before, start-of-install presence, introduce support expectations to staff, then leave once go-live is stable.
  • Pre-launch operating rhythm: track each deal with a systematic checklist (spreadsheet / Apple Notes) and touch base 2–3 times between signing and install.
  • Menu best practices: prefer photos of customer-facing menus (incl. modifiers/kids/alcohol) vs Toast/Clover conversions unless the merchant is deeply invested in their existing programming. Coach merchants to be very picky on menu preview and chase scheduling (should be ~5 business days before install).
  • Travis’s practical workflow: pre-install Lighthouse review (menu settings, Advantage, EOD/SOD, hours) and proactive notes to reps; day-of support by text/call when an issue would otherwise burn 30+ minutes; prioritizes across 3–10 installs/day. No remote access yet.
  • Installer contact info: call customer support, find it in Partner Portal, or ask reps who have used that installer before (David Fechtel to share a Partner Portal walkthrough video).
  • High-volume in-person option: reps can hire Travis for on-site support for ~$250K–$300K+ merchants (rep covers costs). Travis will still monitor other installs remotely when traveling.

INSTALL SUPPORT MANAGER & FEE

$100 Fee Per Shift4 Dine Install

One hundred dollars will be allocated from the upfront bonus tied to every Shift4 Dine install to fund the Install Support Manager position. If multiple reps are assigned to a deal, the fee is split evenly among them.

  • Multi-location deals are counted as individual installs per location (each location triggers a separate support fee).

Contract start date: January 2, 2026

Reports to: Angela Williamson (Director of Operations)

Role Summary

The Install Support Manager provides live technical and customer support during the installation and launch of Shift4 point-of-sale systems. This role exists to reduce the time Equip reps spend on installs, increase install success rates, and ensure merchants receive consistent, high-quality support throughout the pre-install, day-of-install, and early post-launch process.

The Install Support Manager partners directly with Shift4’s PLS team, Menu Programmers, Onsite Installers, and Post-Launch teams. The role also works closely with Equip sales reps and their merchants.

WHY WE'RE IMPLEMENTING THIS

Equip is implementing a standardized Install Support process for all Shift4 Dine installations effective January 2, 2026, to provide consistent technical support before, during, and after go-live.

The Problem:

  • 9% overall cancellation rate (fluctuates between 9-12%)
  • 3-4% of total deals (~30% of all cancellations) are due to post-installation tech-related issues
  • Reps are spending excessive time at installations (sometimes 5-6 days), reducing time in the field selling
  • Dedicated technical support has been the #1 request from reps over the past year

The Solution:

Travis Damme will serve as Install Support Manager starting January 2, 2026, reporting to Angela Williamson. Travis has already saved multiple deals by solving technical problems, and the quality difference between his support and standard customer support is significant.

KEY RESPONSIBILITIES

Pre-Install & Coordination

  • Communicate with Shift4 PLS, installers, and menu teams as needed
  • Review install notes and ensure accurate context for day-of-install support
  • Advise reps on potential technical issues that may affect install readiness

Day-of-Install Support

  • Join installs once the rep has initiated the call or on-site meeting with the installer
  • Provide technical support on menu issues, hardware setup, SAM card activation, device pairing, and troubleshooting
  • Assist installers and merchants in real time (remote or on-site for high-volume deals)
  • Ensure smooth and complete system activation
  • Handle escalations directly with Shift4 support channels

Post-Launch Support

  • Provide troubleshooting for the first three business days after go-live
  • Resolve early-launch issues (terminal behavior, menu sync errors, printer routing, network conflicts, payment flow issues)
  • Document issues and resolutions for Equip's internal record

On-Site Support for High-Volume Merchants

  • Travel to support installs only for deals processing $200,000+ per month
  • Coordinate with installers, reps, and Shift4 teams for on-the-ground support

HOW IT WORKS

Travis fits into the existing workflow:

  • Before blue button: Nick's team (sales, recruiting)
  • After blue button: Jeremiah's team (post-sale)
  • Ingrid handles paperwork submission to Shift4 PLS (Ingrid remains the primary PLS point of contact; Travis coordinates with Shift4 teams in alignment with the Pipeline Manager process).
  • Travis engages from day of install through 3 days post-launch
  • He'll proactively check in with reps and installers
  • For large / complex deals, Travis may be pulled in earlier for planning (this does not change the $200k+/month threshold for on-site travel support).

Current volume: Averaging 80-85 deals/month with goal to reach 150-200. Travis will have 15-30+ restaurants on his list at any given time. The process will be experimental and adjusted monthly/quarterly as needed.

WHAT REPS ARE RESPONSIBLE FOR

Sales representatives remain responsible for:

  • Merchant communication throughout the process
  • Attending the beginning of each install
  • Providing complete deal information so installs run smoothly
  • Customer relationship management

Important:

  • Reps must initiate every install by attending the start of the appointment
  • No complete hand-off of installs to Travis at any point
  • Reps may not redirect tasks that fall under Travis's defined responsibilities

WHAT TRAVIS IS RESPONSIBLE FOR

Travis IS available for:

  • Support connected to the install, go-live, or first three business days post-launch
  • Pre-install readiness review as needed
  • Day-of-install technical support (remote, or in-person for merchants processing $200k+/month)
  • Hardware troubleshooting
  • Menu issues and corrections (may engage PLS team/reps as needed for large menu edits)
  • SAM card activation
  • Post-launch support for the first 3 business days
  • Escalations with Shift4 support teams

Travis is NOT responsible for:

  • Ongoing merchant management beyond 3 days post-launch
  • Billing questions, churn issues, or account changes
  • Merchant training beyond install day
  • Menu programming from scratch (or complete menu overhauls)
  • On-site support for merchants under $200k/month

FEE STRUCTURE

Cost:

  • $100 per install (mandatory, not optional)
  • If one rep is on the deal: that rep pays the full $100
  • If two reps are on the deal: each rep pays $50
  • If three+ reps are on the deal: fee is split evenly
  • Multi-location MIDs count as multiple installs (each location triggers a separate fee)
  • Travis gets paid regardless of deal chargebacks
  • Fee is allocated from the upfront bonus tied to every Shift4 Dine install.

Financial Context:

  • Equip already covers $30,000+ monthly in payroll that reps don't pay for
  • Company pays reps 75-80% of deal value vs. industry standard of ~50%
  • A 1% fee per deal would cost reps more than $100
  • For 50 installs/year: $2,500 cost vs. potential to create $250,000+ in revenue

SCOPE & GUIDELINES

Applies to: Shift4 Dine installs only

Does not apply to: Other processors or product lines

Role boundaries and guidelines

To ensure healthy workload, prevent misuse of the role, and protect scalability:

Reps must remain involved

  • Reps must initiate every install by attending the start of the appointment
  • No complete hand-off of installs to Travis at any point
  • Reps remain responsible for customer relationship management

Support is limited to install-related work

  • Travis is only available for support connected to the install, go-live, or first three business days post-launch
  • Travis is not responsible for ongoing merchant management, billing questions, churn issues, account changes, or non-install support tasks

Large deals (on-site support)

  • Only merchants doing $200k+ per month qualify for in-person support
  • Travel must be coordinated and approved

Post-launch window

  • Support ends 3 business days after go-live
  • Issues after that point should be routed to Shift4’s Post-Launch Support team or the rep

Install count structure

  • Multi-location deals are counted as individual installs per location
  • Each location triggers a separate support fee

LEADERSHIP PERSPECTIVE

Reps Are Salespeople First

Your primary job is sales, not service. Shift4 pays W2 employees for PLS, menu programming, installation, and post-launch support. The one thing they don't pay W2 for is going out and selling. This role helps combat "service syndrome" - spending too much time servicing versus selling - and gets reps back in the field where they belong.

The Opportunity Window

We have a limited-time opportunity with Shift4 Dine (2-3 years, potentially 5-10). Competition is increasing from Toast, Clover, and other Shift4 Dine reps. Now is the time to maximize selling time and create generational wealth for your families and God's kingdom.

Company Mission & Values

Our goal is 500 reps having Bible studies together, praying together, and doing marketplace ministry. We're focused on building something that creates opportunity for many people over the long term. Leadership has looked at this decision from multiple angles, and our track record shows that leadership decisions have consistently helped reps make more money.

Change is necessary for success. This implementation is experimental, and we'll make adjustments based on feedback and results.