Calendar and Scheduling
Purpose: How Summit books time so estimates happen on schedule, crews aren't double-committed, and nobody promises a customer a slot that doesn't exist. Rosa owns the calendars; Tara and Pete own their own availability inside them.
The calendars (Google Calendar, shared)
| Calendar | What goes on it | Who writes to it |
|---|---|---|
| Estimates | Site visits for all four service lines | Rosa (books), Tara (blocks availability, updates outcomes) |
| Production | Crew job schedules, multi-day blocks per active job | Pete only |
| Emergency | Same-day dispatches for the 24/7 line | Rosa during hours; Pete after hours |
| Office | PTO, team meetings, vendor visits, training | Rosa |
Everyone can see all four. Writing is restricted as above. If it's not on a calendar, it is not scheduled, and telling a customer otherwise is a promise Summit can't track.
Booking an estimate
- Lead reaches Estimate Scheduled criteria in GHL (see GoHighLevel CRM Rules).
- Rosa offers the customer two or three concrete slots from Tara's open availability. Never "sometime Thursday."
- The booked event carries: customer name, full address, phone, service line, lead source, and a one-line description of the job.
- Rosa sends the GHL confirmation (SMS + email) immediately, and the reminder sequence handles the rest (48 hours and 3 hours before).
- Tara updates the event title with the outcome the same day:
DONE,NO-SHOW, orRESCHEDULED.
Scheduling rules
- Estimate slots are 90 minutes including drive time. Remodel consultations get 2 hours.
- Service-area check first. Riverton metro plus Fairview, Lakeside, Cedar Falls, and surrounding towns, roughly a 45-minute drive radius. Outside that, decline politely before offering times (see What We Do Not Do).
- No same-day estimate bookings except emergencies. The confirmation/reminder sequence needs runway, and same-day slots no-show most.
- Cluster by geography. When Rosa has a choice, she books Fairview visits near other Fairview visits. Tara's windshield time is estimate capacity lost.
- Emergencies preempt. An active-leak dispatch bumps a routine estimate; Rosa reschedules the bumped customer within the hour with an apology and priority choice of slots.
- Reschedules get two chances. After a second customer no-show, the opportunity follows the No-Show Process rather than a third booking.
- Production blocks are Pete's word. Sales never tells a customer a start date without Pete confirming crew availability first. "We'll confirm your start date within two business days of signing" is the approved phrasing.
Reminders and confirmations
All reminders run from GHL, not from calendar invites. The sequence for estimates:
- Immediately on booking: confirmation with date, time, estimator's name, and what to expect.
- 48 hours before: reminder with reschedule link.
- 3 hours before: short SMS ("Tara from Summit will arrive between...").
Customers rarely accept calendar invites, so Summit does not rely on them. The calendar is internal truth; GHL messages are the customer-facing layer.
Common failure modes and the fix
- Event missing the address. Tara drives to the wrong place or calls Rosa mid-morning. Fix: Rosa rejects incomplete bookings; the event template requires the address line.
- Verbal reschedule that never hits the calendar. The old slot stays blocked and the new one collides. Fix: whoever takes the reschedule call moves the event before hanging up.
- Sales promising start dates. Creates a commitment Pete never made. Fix: the approved phrasing above, every time.
Related
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