1Purpose
This SOP ensures every in-home appointment is run with structure, professionalism, and full documentation. A great appointment is not improvised — it follows a repeatable sequence that discovers real needs, presents matched solutions, and captures everything needed to move the project forward.
This SOP eliminates: unprepared reps, undocumented site visits, and deals that stall because "the rep forgot to update HubSpot."
2Scope — When This Applies
This SOP applies to every in-home consultation assigned to a Sales Rep. This includes:
- First-time appointments from new leads
- Re-scheduled appointments from prior no-shows or reschedules
- Multi-location or multi-scope visits at the same property
- Joint appointments with the owner present
It does NOT apply to follow-up phone calls or virtual meetings — those have separate procedures.
3Definitions
Discovery
The structured question-asking phase to understand needs, pain points, scope, and timeline before any solution is discussed.
Site Evaluation
Physical walkthrough of the project area: measuring, photographing, identifying product fit and installation constraints.
Frame Setting
Opening segment where the rep establishes the appointment agenda, timeline, and mutual expectations before discovery begins.
Presentation
The solution pitch tailored to what was learned during discovery — not a generic product walkthrough.
Decision Stage
The point in the appointment where the homeowner is asked to move forward — always same-day unless there is a documented reason.
Docs Upload
Site photos, measurements, and any signed documents uploaded to the designated folder in Google Drive or Valor same day.
4Entry Criteria
The Rep may not begin the appointment clock until ALL of the following are true:
- Appointment confirmed on shared calendar (from IP-01)Rep has verified date, time, and address
- Contact record exists in HubSpot with project notesRep has reviewed OM's intake notes before arrival
- Day-of confirmation sent to homeownerText or call within 2 hours of appointment start
- Tools and materials loadedSamples, tablet/laptop, measuring tape, camera/phone
5Mandatory Execution — Order Matters
1
Pre-Appointment Prep
System: HubSpot · Shared Calendar
- Pull up the HubSpot contact record and read all notes from intake
- Confirm address and estimated travel time — arrive 5 minutes early
- Send day-of text: "Hi [Name], this is [Rep] from Valverax. Just confirming our appointment today at [time]. Looking forward to seeing you."
- Verify samples, tape measure, and phone camera are in the vehicle
Review the project description from intake. Walking in cold is disrespectful to the homeowner and kills trust immediately.
2
Arrival & Introduction
- Arrive on time or early — never late without advance notice and an apology
- Professional appearance: clean clothes, no offensive graphics, company branding if available
- Introduce yourself by first name and company: "Hi, I'm [Name] from Valverax."
- Confirm you are speaking with the right person (decision maker)
❌ If the decision maker is not present → do NOT proceed to the full appointment. Reschedule or document clearly why you proceeded.
3
Frame Setting
- Set the agenda: "Here's how I like to run these — first I want to understand what you're trying to solve, then we'll walk the space together, and then I'll put together exactly what makes sense for you."
- Establish time: "I typically need about 60–90 minutes. Does that work for you today?"
- Set the decision expectation: "My goal is to make sure you have everything you need to make a decision today — no pressure, but I'll come prepared."
Frame setting is not a formality. It signals structure, prevents the homeowner from rushing you, and earns the right to ask deep questions.
4
Discovery
- Ask about the problem they are trying to solve — not what product they want
- Understand the space: how it's currently used, how they want it to function, what they've already tried
- Identify timeline: is there a deadline, event, or urgency driving this?
- Understand decision dynamic: who else is involved in the decision?
- Surface budget range: "To make sure I'm showing you the right options — are you thinking more entry-level or premium, or is there a budget range I should stay within?"
❌ Do NOT pitch any product before discovery is complete. Pitching before you listen makes the homeowner feel like a transaction, not a person.
5
Site Evaluation
- Walk the entire project area with the homeowner
- Measure all relevant dimensions — record in notes or on paper
- Take minimum 5 photos: overall space, each wall/window, any concerns or constraints
- Note any installation challenges: material, access, existing structure
- Identify product fit: which Valverax products apply (vinyl film, porch enclosure, aluminum wall)
Photos are required — not optional. They protect us in disputes, help Production plan, and prevent return trips for missing measurements.
6
Solution Presentation
- Present the solution that best matches what you heard in discovery — lead with fit, not features
- Walk through options from good to best — never present only one option
- Present pricing after anchoring the value, not before
- Address objections as they arise — do not ignore or deflect
- Ask for the decision: "Does this feel like the right direction for you?"
If Homeowner Says Yes
- Proceed to IP-04 Contracting & Handoff
If Homeowner Needs Time
- Document specific objection or pending question in HubSpot
- Set a specific follow-up date — never leave without a next step
- Proceed to IP-03 Proposal & Decision
7
Upload Photos & Documentation
System: Google Drive · Valor
- Upload all site photos to the lead's folder in Google Drive or Valor before end of day
- Label folder: [LastName] – [City] – [Date]
- Upload any hand-written measurements or sketches (photo of paper is fine)
❌ "I'll do it tomorrow" is how photos disappear. Same-day upload is non-negotiable.
8
Update HubSpot & Create Next Task
System: HubSpot
- Log appointment outcome note: what was discussed, what the homeowner said, key objections, next step
- Update Lifecycle Stage: Sales Qualified Lead (or Opportunity if they said yes)
- Create a deal in HubSpot if one does not already exist
- Create a follow-up task with a specific due date — there must always be a next step
A deal with no next task is a deal that will die quietly. Every appointment ends with a task.
6Exit Gate — All Must Be True
This SOP is NOT complete until ALL items below are verified:
- Minimum 5 site photos uploaded same day
- Appointment outcome notes documented in HubSpot
- Lifecycle Stage updated (Sales Qualified Lead or Opportunity)
- HubSpot deal created (if not already)
- Next task created with specific due date
- Escalated to IP-03 or IP-04 as appropriate
If any item is missing → SOP failed. OM will flag on weekly audit.
7Exceptions & Edge Cases
| Situation | Action Required |
|---|---|
| Homeowner No-Show | Log attempt in HubSpot. Wait 15 minutes, then call/text. If no response, leave a note at the door. Update Lead Status → Attempted. OM creates re-schedule task. |
| Decision Maker Not Present | Do NOT proceed with full presentation and pricing. Do a shorter walkthrough only. Reschedule when all decision makers are available. Document why you didn't present. |
| Scope Outside Our Capabilities | Be honest. Do not oversell or promise something we cannot deliver. Log in HubSpot: "Scope outside current capability — [reason]." Mark deal as Closed Lost with reason code. |
| Homeowner Gets Hostile | Remain professional. Thank them for their time. Exit cleanly. Log the interaction factually in HubSpot. Do not argue, do not escalate on-site. Report to manager after. |
| Very Large or Complex Project | Do not price on the spot. Gather all info, upload photos, and schedule a follow-up to present a detailed proposal within 48 hours. |
8Quality Control & Audit
Auditor: Operations Manager / Owner · Frequency: Weekly
Were photos uploaded same day for every appointment?
Does every appointment have a HubSpot outcome note?
Are there any deals with no next task?
Are lifecycle stages updated correctly after each visit?
Were any no-shows logged and re-scheduled within 24 hours?
Are appointments where the decision maker was absent documented?
Any recurring failure = process breach. Reps are not failing — the system is not being followed.