SOP IP-03 — Proposal & Decision

1Purpose

This SOP governs the period between the in-home appointment and a final yes/no decision. Not every homeowner decides on the spot. When a decision is deferred, the deal does not pause — the Rep takes ownership of the follow-up sequence that moves the homeowner toward a committed answer.

This SOP eliminates: deals that rot in limbo, follow-ups that never happen, and proposals that go stale without a structured close attempt.

2Scope — When This Applies

This SOP applies when the homeowner did not make a decision at the in-home appointment (IP-02) and has been moved to a follow-up state. It covers:

Written proposal delivery (where required)
Post-appointment follow-up calls and messages
Handling of pending objections
Closing the loop — either to Yes (IP-04) or Closed Lost

This SOP does NOT apply if the homeowner said yes on-site — go directly to IP-04.

3Definitions

Proposal

A written scope summary with pricing options provided to the homeowner for review. May be formal (PDF) or informal (text summary) depending on project complexity.

Pending Decision

Deal state where the homeowner has expressed interest but has not yet said yes. Requires active follow-up — not passive waiting.

Follow-Up Cadence

The structured sequence of contact attempts after a deferred decision, with defined timing and channel.

Closed Lost

HubSpot deal stage used when the homeowner explicitly declines or has gone unresponsive past the defined window. Requires a documented reason.

4Entry Criteria

This SOP begins when ALL of the following are true:

✓
IP-02 appointment completed
Photos uploaded, notes logged, deal created in HubSpot
✓
Homeowner's specific objection or pending question documented
Not "they need to think" — the actual reason or concern, if known
✓
Next follow-up task created in HubSpot with a due date

5Mandatory Execution — Order Matters

1

Send Proposal (If Applicable)

REP Within 24 hours

System: Google Drive · Email / Text

For simple projects: send a clear text or email summary of scope and price
For complex or large projects: send a formal written proposal (PDF) with itemized scope and options
Include: scope summary, pricing tiers (if applicable), validity window ("this pricing is valid for 14 days"), and a clear call-to-action
Log proposal delivery in HubSpot — note the date and channel

The proposal is a tool to help them decide — not a document to hide behind. Send it, then follow up. Don't send and wait silently.

2

First Follow-Up Contact

REP 24 – 48 hours after appointment

Call first, text if no answer
Purpose of this contact: confirm they received the proposal and ask if they have questions
Do NOT lead with "Did you decide?" — lead with "Did you have a chance to look it over? Any questions I can answer?"
Log every attempt in HubSpot (call, text, email — all count)

3

Address Objections

REP

When the homeowner raises a concern, acknowledge it before responding: "That's a fair question."
Address the real objection — not the surface one. "I need to think about it" usually means "I'm not convinced yet."
Common objections and responses: Price → show value breakdown, options, or financing; Timing → offer a flexible start date; Second opinion → acknowledge, offer comparison help
After addressing, re-ask: "Does that help? Where are you at now?"

Log the objection and your response in HubSpot notes. Recurring objections are product or process signals that the team needs to know about.

4

Follow-Up Cadence (If Still Pending)

REP

Day 3–4: second contact attempt — ask if additional info would help
Day 7: third contact — check in, note proposal validity window
Day 14: final structured attempt before status change — be direct: "I want to make sure I'm not wasting your time or mine. Are you still considering moving forward?"

After Day 14 — No Response

Send one final message: "I'm going to mark this project as inactive on my end — if circumstances change, we're here."
Update HubSpot: Deal Stage → Closed Lost, Reason → Non-responsive after proposal

5

Close: Record Final Decision

REP Immediately

System: HubSpot

If Yes

Update deal stage to Contract Sent
Notify OM immediately
Proceed to IP-04 Contracting & Handoff

If No / Not Moving Forward

Update deal stage to Closed Lost
Document reason in HubSpot notes (required — pick from standard list: Price, Timing, Competitor, No Longer Interested, Other)
Remove any active tasks for this deal

Closed Lost is not a failure — it is a clean data point. The failure is a deal that sits in "Pending" forever with no documentation.

6Exit Gate — All Must Be True

This SOP is NOT complete until the deal has reached ONE of the following terminal states:

✓
Deal moved to Contract Sent / IP-04 initiated (Yes decision)
OM notified, deal stage updated, task created for contracting
✓
Deal moved to Closed Lost with documented reason (No / non-responsive)

A deal sitting in "Pending Decision" past 21 days with no activity = SOP violation.

7Exceptions & Edge Cases

Situation	Action Required
Homeowner Requests Extended Time	Document specific reason and revised expected decision date. Set a follow-up task for that date. Do not let deals sit open without a dated next step.
Homeowner Gets Other Quotes	Do not panic. Ask: "What will you be comparing?" Offer to talk through the comparison. Do not badmouth competitors. Stay focused on Valverax value.
Pricing Needs Revision	If scope changed or a mistake was made, notify OM before sending a revised proposal. Do not revise pricing unilaterally. Get approval first.
Homeowner Wants to Add Scope	Treat as a new discovery conversation. Log the change in HubSpot. Updated proposal required before proceeding.

8Quality Control & Audit

Auditor: Operations Manager / Owner · Frequency: Weekly

Are there deals in "Pending" with no follow-up task?

Were proposals sent within 24 hours of appointment?

Are Closed Lost reasons documented for every lost deal?

Are any deals past 21 days pending with no logged contact attempt?