Operations & SOPs

Purpose. This is the index for Summit's operational SOPs. It shows how a lead becomes a job and how a job becomes a closed, paid, reviewed project. Every SOP in this folder covers one segment of this map. If you are…

Purpose. How a raw inquiry becomes a clean lead record in GHL. Rosa Delgado owns intake; sales reps and the answering service follow this same procedure when they take a call directly. Bad intake is the number one cause…

Purpose. How a qualified lead gets a site visit on Tara's calendar, and how that visit turns into a delivered estimate on time. Rosa Delgado owns the booking; Tara Nguyen owns the visit and the estimate itself. The…

Purpose. How a sold job moves from sales (Marcus's team) to production (Pete's team) without losing anything the customer was promised. This is the most failure-prone seam at Summit: the customer said yes to a person,…

Purpose. How Pete assigns Summit's three crews to jobs and how a crew gets everything it needs before wheels roll. Summit runs two roofing crews and one remodel crew (about 13 field staff) out of Riverton, Fairview, and…

Purpose. The fixed rhythm of proactive updates a customer gets from the moment their job is scheduled to the moment it closes. Silence is what turns a normal construction hiccup into an angry phone call. Rosa Delgado…

Purpose. How Summit verifies the work before the customer is asked to sign off and pay. QC is Pete Sandoval's domain, but the first line of defense is the crew lead's own inspection. The goal is simple: the customer's…

Purpose. How Summit hears, classifies, and resolves complaints, and exactly when Dave Kowalski must be pulled in. Every complaint gets logged, owned by one named person, and answered fast. The worst outcome is not an…

Purpose. How Summit handles the 24/7 emergency line: active leaks, storm damage, fallen-tree strikes, board-ups, and emergency tarping. Emergencies are where reputations are made; the caller is often standing in a wet…

Purpose. A candid, standing list of the operational mistakes Summit actually makes, kept so we stop re-learning them the expensive way. Pete maintains it from QC findings, complaint patterns, and the monthly ops…