Locations and Service Areas
Purpose: Defines exactly where Summit works so intake can answer the "do you cover my area?" question in one sentence. Rosa owns this doc because her team applies it on every call. The service area is a business rule, not a preference: it is what makes the response-time and estimate promises in Business Rules keepable.
Bases of operation
| Location | What is there |
|---|---|
| Riverton | Headquarters, office staff, and primary crew base |
| Fairview | Crew base |
| Lakeside | Crew base |
All scheduling and dispatch runs from the Riverton office; crews roll from whichever base is closest to the job. Pete assigns crews per Crew Dispatch SOP.
The service area
Summit serves the Riverton metro plus Fairview, Lakeside, Cedar Falls, and surrounding towns, out to roughly a 45-minute drive from the nearest crew base.
Covered without question:
- Riverton and the entire Riverton metro
- Fairview and its immediate surroundings
- Lakeside and its immediate surroundings
- Cedar Falls
- Towns and unincorporated areas inside the 45-minute radius from any base
The radius is measured in normal weekday drive time from the nearest crew base, not straight-line distance. When in doubt, Rosa's team checks drive time in Google Maps at intake and notes it on the GHL contact record.
How to answer the coverage question
In-area:
"Yes, you're right in our service area. Let's get your site visit scheduled."
Clearly out of area:
"You're outside the area we can service properly. We keep our range tight so we can actually show up when we say we will, and we'd rather tell you that now."
Do not soften an out-of-area no with "maybe later" or take the lead "just in case." Mark it Lost in GHL with reason "out of area" so reporting stays clean.
Edge cases (45 to 60 minutes)
Leads between 45 and 60 minutes from the nearest base are not auto-declined. Rosa flags them for Marcus, who checks with Pete on crew routing before anyone commits. Guidance for the call:
- More likely yes: large roof replacement or remodel, flexible schedule, near a route a crew already runs.
- Almost always no: small repairs, urgent timelines, or anything requiring multiple short visits. The drive kills the economics and the schedule.
Whatever the decision, the customer gets a clear answer within one business day, and it is recorded in GHL.
Emergency calls and the service area
The 24/7 emergency line follows the same map. The answering service confirms the property location before paging the on-call lead. Out-of-area emergency callers are told immediately that Summit cannot dispatch to them, so they can call someone who can; the answering service does not collect the $450 dispatch fee terms for out-of-area addresses. In-area emergency handling is in Emergency Job SOP.
Rules that follow from the map
- Never book a site visit outside the area as a favor. It silently breaks the 3-business-day estimate promise for in-area customers.
- Ad targeting must match this map. Jenna checks the agency's geo settings against this doc quarterly; drift here wastes spend and creates leads we must decline.
- Referral partners (realtors, insurance agents, property managers) get this coverage list so they stop sending out-of-area work.
- If Summit ever adds a crew base, this doc changes first, then ad geo, then partner notices, in that order.
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