1Purpose
This SOP governs the moment a homeowner says yes through the formal transfer of a sold project to the Operations team. The handoff is the most critical transition in the pipeline — a bad handoff means a project that starts with wrong scope, missing materials, or a confused team.
This SOP ensures: complete documentation is captured while the Rep still has it, the contract is signed and the deposit collected before any production scheduling begins, and Operations receives everything they need in a single clean package.
2Scope — When This Applies
This SOP is triggered the moment a homeowner verbally or in writing agrees to move forward. It covers:
- Same-day close (decision at the appointment)
- Delayed close (decision after IP-03 follow-up)
- All project types and sizes
No production scheduling or material ordering happens until this SOP is complete.
3Definitions
Contract
The signed agreement between Valverax and the homeowner that defines scope, pricing, payment terms, and timeline.
Deposit
The required upfront payment collected before any production work begins. Amount per current pricing policy.
Handoff Package
The complete set of documents, photos, and notes transferred to Operations: signed contract, site photos, measurements, scope notes, and homeowner contact info.
Valor Job
The project record created in Valor (the operations/project management system) that Production uses to plan and execute the job.
4Entry Criteria
This SOP begins when ALL of the following are true:
- Homeowner has verbally agreed to move forward
- IP-02 site photos and measurements are uploaded
- HubSpot deal exists with correct scope and pricing noted
5Mandatory Execution — Order Matters
1
Present & Collect Signed Contract
- Use only the current approved contract template — do not create custom agreements
- Walk the homeowner through the contract before signing: scope, pricing, payment schedule, timeline estimate
- Both parties sign; Rep keeps a copy; homeowner receives a copy
- Upload signed contract to Google Drive in the homeowner's folder immediately
❌ No production work begins without a signed contract. No exceptions — verbal agreements do not count.
2
Collect Deposit
System: Payment Processing
- Collect deposit per pricing policy (check, card, or ACH per homeowner preference)
- Issue payment receipt to homeowner
- Log payment received in HubSpot deal notes and notify OM
❌ Scheduling cannot begin until deposit is received and confirmed. Do not promise a start date before deposit clears.
3
Update HubSpot Deal
System: HubSpot
- Deal Stage → Closed Won
- Lifecycle Stage → Customer
- Close Date → today's date
- Deal Amount → exact contract total
- Add note: "Signed [date]. Deposit [received/pending]. Handed to OM [date]."
4
Prepare Handoff Package
System: Google Drive
- Confirm all site photos are uploaded and labeled
- Confirm signed contract is in the Drive folder
- Write a scope summary note (what exactly was sold: product, dimensions, color, special instructions)
- Note any homeowner-specific details: access restrictions, dog in yard, HOA requirements, preferred contact time
- Share the Drive folder link with OM
The handoff note should let a PM walk the job with zero surprises. If you know something that's not written down, it doesn't exist.
5
Formal Handoff to Operations
- Rep verbally or via message notifies OM: "I handed over [Client Name] — files are in Drive, deal is updated in HubSpot."
- OM confirms receipt and creates the Valor job record
- OM initiates IP-05 Pre-Production once job is in Valor
Once the handoff is complete, the Rep's primary role on this project shifts to customer communication only. Operations owns execution from here.
6Exit Gate — All Must Be True
This SOP is NOT complete until ALL items below are verified:
- Signed contract uploaded to Google Drive
- Deposit received (or explicitly noted as pending with a due date)
- HubSpot deal updated: Closed Won, Customer, correct amount
- Handoff package complete in Drive (photos, contract, scope note)
- OM notified and Valor job created
- IP-05 initiated by OM
7Exceptions & Edge Cases
| Situation | Action Required |
|---|---|
| Homeowner Delays Deposit | Do not begin scheduling. Note exact reason and agreed payment date in HubSpot. OM follows up on that date. If no payment after 7 days, flag to owner. |
| Scope Changes After Signing | A change order is required. Do not honor verbal scope changes. Any change to scope requires a new signed addendum and price adjustment before production begins. |
| Rep Unable to Complete Handoff | OM must be notified within 2 hours. OM will retrieve the HubSpot record and Drive files and complete the Valor job creation. Rep is still responsible for the contract and photos. |
| Emergency Start Request | Homeowner requests rush start. Deposit must still be collected first. OM coordinates expedited scheduling only after deposit is confirmed. |
8Quality Control & Audit
Auditor: Operations Manager / Owner · Frequency: Per closed deal + weekly review
Is the signed contract in Drive for every Closed Won deal?
Are all deals marked Closed Won with a deposit confirmed?
Does every Valor job have a linked Drive folder with photos?
Were any production jobs started without a signed contract?