Estimate Scheduling SOP
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 promise this SOP protects: estimate delivered within 3 business days of the site visit. We advertise that number, so the calendar has to make it achievable.
Trigger. A lead reaches Contacted and qualifies for a site visit per Lead Qualification, or an emergency job finishes triage and needs a permanent-repair estimate.
Timing. Site visit offered within one business day of qualification. Aim to book the visit itself within 5 business days; if Tara's calendar is tighter than that, tell the customer honestly rather than overbooking.
Steps
- Confirm the lead is actually ready to book. (Owner: Rosa or the rep.) Qualification done, decision-maker identified, job address confirmed. Booking unqualified leads wastes Tara's drive time; when in doubt, ask Marcus.
- Offer two or three specific slots. (Owner: Rosa. Tool: GHL calendar, synced to Google Calendar.) Never say "when works for you?" Open-ended scheduling stalls. Cluster visits by area: Riverton, Fairview, Lakeside, and Cedar Falls each get grouped days where possible, per Calendar and Scheduling.
- Book it in GHL and move the stage. (Owner: Rosa. Timing: same touch.) Create the calendar event from the opportunity so the link is automatic, then move the opportunity to
Estimate Scheduled. The confirmation SMS and email fire from GHL automatically. - Prep the visit file. (Owner: Rosa. Timing: day before.) Confirm the CompanyCam project exists at the job address, attach any intake photos, and add a one-paragraph brief in GHL: the problem in the customer's words, service line, and anything the rep flagged (insurance claim, HOA, access issues).
- Send the day-before reminder. (Owner: GHL automation; Rosa verifies it fired.) Reminder includes Tara's name and a photo, the arrival window, and a reply-to-reschedule option. If the customer goes quiet, follow No-Show Process.
- Run the site visit. (Owner: Tara. Timing: arrive inside the promised window; call ahead if running more than 15 minutes late.) Photos of every relevant elevation and defect go in CompanyCam during the visit, not from memory later. Set the expectation out loud: "You'll have the written estimate within 3 business days."
- Log the visit outcome. (Owner: Tara. Timing: same day.) Short GHL note: scope discussed, rough range given (ranges only, never firm numbers on site), red flags, customer temperature. If the visit revealed a bad-fit job per Bad Fit Customers, flag Marcus before any estimate work starts.
- Build and deliver the estimate. (Owner: Tara. Timing: within 3 business days, no exceptions without telling the customer first.) Pricing follows Pricing and Estimating Rules. The finished estimate PDF goes in the job's Google Drive folder; the send goes through GHL so the open is tracked. Move the stage to
Estimate Sent. - Hand off to follow-up. (Owner: Rosa confirms; Marcus's team executes.) Once
Estimate Sent, the cadence in Estimate Follow-Up takes over.
Rescheduling rules
- Customer reschedules once: fine, rebook warmly, keep the stage.
- Customer reschedules twice or goes dark: apply No-Show Process before burning a third slot.
- Summit reschedules (weather, emergency pulling Tara): Rosa calls personally, does not just push a new automated invite, and offers the next two available slots.
The 3-day promise, protected
If Tara has more than four visits booked in a rolling 3-day window, Rosa slows new bookings rather than letting estimates slip. A slightly later site visit hurts less than a broken delivery promise. If a slip is unavoidable, the customer hears it from us before day 3, not after.
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