1Purpose
This SOP covers the full execution of an install day through project closeout — the phase where everything the company has promised gets delivered. It also governs the closeout process: final payment collection, documentation, and the formal transition to IP-07 (Reviews & Referrals).
This SOP eliminates: install day surprises, uncollected final payments, undocumented punch items, and jobs that quietly stall in "almost done" without a clean close.
2Scope — When This Applies
This SOP applies to the install day execution and all post-install closeout actions. It covers:
- Crew arrival and site setup
- Active installation work and homeowner communication during the job
- Walkthrough and homeowner acceptance
- Final payment collection
- Job documentation and system closeout
3Definitions
Punch Item
A documented incomplete or deficient item noted during the final walkthrough that must be resolved before the job is marked complete.
Final Walkthrough
A structured review of the completed installation with the homeowner present, confirming scope was met and they are satisfied.
Certificate of Completion
Signed acknowledgment by the homeowner that the work was completed per the contract. Triggers final payment collection.
Job Closed
Valor job status set when final payment is collected, all photos are uploaded, and all punch items are resolved. Triggers IP-07.
4Entry Criteria
This SOP begins when ALL of the following are true:
- IP-05 complete — materials confirmed, crew briefed, homeowner confirmed
- Install date confirmed with homeowner within 3 days
- Valor job status: Scheduled
5Mandatory Execution — Order Matters
1
Arrival & Site Setup
- Arrive within the committed window — notify homeowner if running more than 15 minutes late
- Introduce crew to homeowner; confirm the scope verbally: "We're here to [describe work]. Expected completion is around [time]."
- Walk the site with homeowner before starting — confirm access, identify any last-minute changes
- Protect the work area: drop cloths, barrier tape, clear pathways
- Take before photos of the install area
2
Execute Installation
- Follow the scope from the signed contract — do not deviate without documented homeowner approval
- If a scope change is requested mid-job: pause, document the change, get homeowner sign-off, notify OM for pricing update
- Maintain a professional work environment: no loud music, no cursing, no personal phone use in homeowner's presence
- Keep homeowner informed of progress if the job runs longer than expected
❌ Do NOT perform out-of-scope work on the spot without a change order and OM approval, regardless of what the homeowner requests.
3
Final Walkthrough with Homeowner
- Walk the entire install area with the homeowner present
- Review each element of the scope: "We installed [X] here, [Y] there — does this match what you expected?"
- Ask directly: "Is there anything you'd like us to address before we close out?"
- If punch items exist: document them, set a resolution date, and do NOT collect final payment until they are resolved
- If homeowner is satisfied: collect signature on the Certificate of Completion
Never skip the walkthrough because the homeowner seems happy. Verbal acceptance is not enough — we need the signature and the photos.
4
Collect Final Payment
- Collect remaining balance per the contract payment schedule
- Issue receipt immediately
- Log payment in Valor job and notify OM
❌ Do NOT leave the job site without collecting final payment or without a written, documented reason (e.g., punch item pending). "They said they'll pay later" is not acceptable.
5
Upload Completion Photos & Close Job
System: Google Drive · Valor · HubSpot
- Upload completion photos to the homeowner's Drive folder (labeled "Completion – [Date]")
- Upload signed Certificate of Completion to Drive
- Update Valor job status: Closed
- Update HubSpot deal: close date, final amount, add completion note
- Notify OM that job is closed and ready for IP-07
6Exit Gate — All Must Be True
This SOP is NOT complete until ALL items below are verified:
- Final walkthrough completed with homeowner
- Certificate of Completion signed and uploaded
- Final payment collected (or punch item plan documented)
- Before and after photos uploaded to Drive
- Valor job status: Closed
- HubSpot deal updated and OM notified to initiate IP-07
7Exceptions & Edge Cases
| Situation | Action Required |
|---|---|
| Punch Item at Closeout | Document in writing: what is incomplete, why, and the resolution date. Homeowner signs an acknowledgment. Do NOT close the job in Valor until punch items are resolved and re-signed. |
| Homeowner Refuses Final Payment | Do not argue on-site. Document the refusal and reason. Notify OM immediately. OM decides next steps (re-walkthrough, escalation, etc.). |
| Scope Change Discovered On-Site | Pause installation of the changed item. Contact OM. Get written homeowner approval and updated pricing before proceeding. Never do unauthorized extra work for free. |
| Multi-Day Job | Each day ends with a brief homeowner update: what was done, what's next, ETA. Final walkthrough and payment only after all work is complete. |
| Damage to Property | Report to OM immediately. Document with photos before attempting any fix. Do not hide damage or promise repairs without OM authorization. Homeowner is informed same day. |
8Quality Control & Audit
Auditor: Operations Manager / Owner · Frequency: Per job + monthly review
Does every closed job have before and after photos in Drive?
Is the Certificate of Completion signed for every job?
Are there any jobs closed in Valor without a final payment logged?
Were all punch items resolved before the job was marked Closed?
Did IP-07 launch within 48 hours of every closed job?