Ch. 1
Roles & Project Definition
Large projects have more phases, more external dependencies, and less margin for error
The Core Challenge of Large Projects
The timeline is real. The dependencies are real. The customer must understand both from Day 1.
Large projects involve external parties — architects, HOAs, county permit offices, and subcontractors — none of whom are on our schedule. Our job is to communicate realistic timelines, maintain forward momentum at every step, and give the customer enough information to stay confident even when waiting. Silence from us during a long process kills trust faster than a delay does.
REP
Sales Representative
Owns the customer relationship. Paperwork, deal package, deposit, walkthrough. Participates in REP+PM kick-off meeting before final measure on all large jobs.
OM
Office Manager
Owns all scheduling, customer communication, permit submissions, ETA tracking, and payment notifications. Single point of contact for the customer during the long pre-construction period.
PM
Project Manager
Owns technical truth. Final measure, architect coordination, HOA/permit back-and-forth, sub bids, material orders, install oversight, and site walkthroughs with crew.
How to read the timelines below: AMBER = REP BLUE = OM GREEN = PM PURPLE = EXTERNAL. SLA badge = how much time that person has.
Delays happen on large projects. The protocol is non-negotiable: Whoever owns the delayed step emails office@valverax.com with their action item and new completion date. OM then sends an updated plan to REP, PM, and OPS — and contacts the customer if needed. No silent delays.
Ch. 2
Payment Structure
Three payments tied to milestones — not arbitrary dates
$3,000
Payment 1 — Deposit
Due at contract signing. Collected by REP. Starts the clock on pre-production. Verifiable receipt required.
50% − $1,500
Payment 2 — Mid-Project
Due at permit approval (or at architectural drawing review meeting per contract terms). PM picks up at the drawing review meeting. OM notifies customer in advance of amount and timing.
Remaining
Payment 3 — Final
50% of sale price minus $1,500. Due at job completion, at or immediately after final walkthrough. Collected by REP or OM.
Alternative payment plan (offer only if needed): 33% to order materials · 33% at installation start · 34% at completion. Must be written into the contract explicitly.
Ch. 3
Master Timeline Reference
Set this with the customer at signing — in ranges, not promises
Communicate this to customers at signing using ranges only. A customer who understands Day 1 that the full process takes 4–7 months is a patient customer. A customer who expects 6 weeks and hears "we're still waiting on HOA" at week 8 is a frustrated customer. Set truth early.
Path A — HOA Does NOT Require Architect Drawings
| Phase | Owner | Typical Duration |
|---|---|---|
| Contract → Deal Approved | REP → OM | 1–2 business days |
| Deal Approved → Final Measure | OM schedules, PM executes | 6–8 business days from signing |
| Final Measure → Scope Locked | PM | ≤ 3 business days |
| HOA Approval | PM submits, HOA responds | 4–8+ weeks |
| Architect / Engineer Drawings | PM → ARCH | 8–10 weeks |
| Homeowner Drawing Review | PM + Customer | 1–2 weeks |
| Engineering Stamp | PM → Engineer | 2–3 weeks |
| Permit Application → Approval | OM submits, PM manages | 3–6 weeks |
| Material Order → Received | PM orders, OM tracks | 2–30+ weeks |
| Installation | PM + Crew + Subs | Per project scope |
Path B — HOA DOES Require Architect Drawings
| Phase | Owner | Typical Duration |
|---|---|---|
| Contract → Deal Approved | REP → OM | 1–2 business days |
| Deal Approved → Final Measure | OM schedules, PM executes | 6–8 business days |
| Architect / Engineer Drawings | PM → ARCH | 8–10 weeks |
| Homeowner Approves Drawings | PM + Customer | 1–2 weeks |
| HOA Approval (submitted after HO approval) | PM → HOA | 4–8+ weeks |
| Engineering Stamp (after HO approval) | PM → Engineer | 2–3 weeks |
| Permit Application → Approval | OM submits, PM manages | 3–6 weeks |
| Material Order → Received | PM orders, OM tracks | 2–30+ weeks |
| Installation | PM + Crew + Subs | Per project scope |
Ph. 1
Deal Handoff
REP-owned. Same as small projects — with additional large-project documentation requirements.
1
Owner: REP
Execute contract paperwork
Contract · Spec Sheet (no TBDs without notes) · Notice of Cancellation · Capital Improvement form. For large projects also include: Land Survey (if available) and HOA requirements documentation in the package.
Same day as verbal yes
2
Owner: REP
Collect and verify initial deposit ($3,000)
Via ACH · Check · Zelle · Financing confirmation. Verifiable receipt required. Explicitly different from small project deposit — $3,000 flat, not a percentage.
Same day as signing
3
Owner: REP
Build deal package in Google Drive
Same folder structure as small projects: YY-### – LastName, FirstName – Project Type. For large projects add /HOA Docs and /Permits subfolders from the start.
≤ 24 hours from signing
4
Owner: REP
Upload all required deal package files (see checklist below)
Large projects require HOA documents and land survey if available. Flag any missing items as explicitly pending — not silently absent.
≤ 24 hours from signing
5
Owner: REP
Send formal handoff email — flag HOA and timeline constraints
Email to: production@valverax.com. Subject: Deal: YYYY-MM-DD – Customer Name – Project Type. Body must include: HOA requirements known, any tight customer timeline expectations, known site risks.
≤ 24 hours from signing
Large Project Deal Package Checklist
A
Documents & Signatures
- Signed contract (correct version)
- Signed spec sheet — fully detailed, no blank TBDsAny "TBD" without a written explanation or resolution timeline = incomplete deal.
- Signed Notice of Cancellation
- Capital Improvement form
- Signed contract amendment(s) if applicable
B
Drawings, Measurements & Photos
- Final calculator / pricing reference
- Rough sketch with measurements (bird's-eye + elevation)
- Site photos — full-view of all walls and project area
- Land survey — if available at time of signingMost HOAs and many permits require a land survey. Collect it now if the customer has it.
C
HOA & Special Documentation
- HOA requirements documented — or noted as "HOA: N/A"What the HOA requires, submission format, and typical approval timeline for this property. If REP doesn't know, flag it explicitly.
- HOA approval (if already obtained by homeowner)Some customers obtain pre-approval before signing. Upload email confirmation or printed approval as PDF.
- Sales work order — production notes, promises made, known site risksDo not share with customer. Production-only document.
- Deposit confirmation ($3,000 verified)
Gate 1
No large project may enter pre-production until Gate 1 is cleared by OM. For large projects, OM pays special attention to HOA status and any known permit complexities. Rejected deals are returned to REP with a specific deficiency list.
Ph. 2
Deal Verification & System Setup
OM-owned — plus scheduling the REP+PM kick-off meeting before final measure
6
Owner: OM
Verify deal package completeness
All documents present · Payment verified · Scope readable without asking REP · HOA status documented. Flag any gaps before approving.
≤ 24 hours from handoff email
7
Owner: OM
Approve or reject deal
Approved → proceed. Rejected → return to REP with specific written deficiency list. No exceptions.
≤ 24 hours from handoff email
8
Owner: OM
Update HubSpot and Valor, assign RTP date
Deal Stage = Closed Won · Sync to Valor · RTP date recorded · Jerry updates deposit in Valor.
Same day as approval
9
Owner: OM
Schedule REP + PM kick-off meeting
Required for all large projects. REP and PM review the contract, spec sheet, work order, site photos, and known risks together before PM walks the site. Must happen before the final measurement appointment.
≤ 24 hours from approval
10
Owner: OM
Send customer confirmation email
From customercare@valverax.com, cc REP. Confirm receipt of signed contract. Outline the full high-level sequence (final measure → drawings → HOA → permit → materials → install) with honest range estimates. Set expectations from Day 1.
≤ 24 hours from approval
Ph. 3
Final Measure & Scope Lock
REP+PM alignment first — then PM on-site to establish technical truth
11
Owner: OM
Schedule final measurement appointment
Coordinate PM and customer availability. Add calendar event for PM and customer. Send written confirmation to customer explaining what the final measure is and what comes after.
≤ 24 hours from deal approval
12
Owner: REP + PM
REP + PM kick-off meeting
Review contract, spec sheet, work order, site photos, and all known risks. Align on scope, HOA requirements, and any open questions. This meeting must happen before the final measure.
Before final measure date
13
Owner: PM
Conduct final measurement
Verify all dimensions · Validate structure and tie-ins · Identify engineering concerns · Mark utility lines · Lay out cones to show project footprint · Take comprehensive photos and video. Take more measurements than needed — coming back costs everyone.
As scheduled (target: 6–8 business days from signing)
14
Owner: PM
Finalize scope — confirm large classification — update Valor
Complete full material breakdown. Confirm permit, HOA, and engineering requirements. Explicitly classify as large project. Update Valor with verified data. If anything is guesswork, stop and clarify.
≤ 3 business days after final measure
15
Owner: OM
Communicate final measure outcome to customer
What was found on-site · What comes next (architect, HOA, permit) · Rough sequence and timeline ranges. No specific dates at this stage.
≤ 24 hours after scope summary from PM
Ph. 4
Architectural / Engineering Drawings
PM drives. Architect executes. Homeowner must review and approve before HOA or permit submission.
This phase runs 8–10 weeks on average. Begin immediately after scope is locked. PM is the single point of contact for all architect back-and-forth — OM and REP are not in that communication loop unless escalation is needed.
16
Owner: PM
Submit project details to architect / engineer
Include: all final measurements · site photos · project specs · existing structure details. PM is the single point of contact for all back-and-forth questions during the drawing process.
≤ 3 business days after scope lock
17
Owner: Architect ↔ PM
Architect works on drawings — PM manages back-and-forth
Architect develops official drawings. PM answers questions, provides additional info, and reviews drafts. OM notifies customer of milestone progress during this period — silence is not acceptable on a multi-month wait.
8–10 weeks typical
18
Owner: PM
Review drawings with homeowner — collect Payment 2
PM meets with homeowner at their home or at the office. Walk through drawings in detail. Confirm homeowner understands and approves. Collect Payment 2 (50% of sale − $1,500) at this meeting. OM notifies customer of payment amount and timing in advance.
Scheduled per architect delivery
19
Owner: OM
Notify customer of Payment 2 in advance · Log payment once received
Send written notice before PM's meeting. Log payment in Valor upon receipt from PM.
Before PM's drawing review meeting
Ph. 5
HOA Approval
Path A or Path B depending on whether the HOA requires architectural drawings
Determine the path at final measure. Ask the customer: Does your HOA require stamped architectural drawings as part of the submission, or can we submit with measurements and specs only? This determines whether HOA runs in parallel with the architect process (Path A) or after homeowner approves the drawings (Path B).
Path A — HOA does NOT need arch drawings
Submit HOA application immediately after scope is locked, using site drawings, measurements, and product specs. Run in parallel with architect phase.
Best case: HOA approval arrives before drawings are complete — no wait added to critical path.
Path B — HOA requires architect drawings
Submit HOA application only after the homeowner has approved the architectural drawings (Step 18). This adds 4–8+ weeks to the critical path.
Engineering stamp can also begin after homeowner approves drawings — run in parallel with HOA wait.
20
Owner: PM
Determine HOA requirements
What must be submitted · What format · What approval timeline is typical for this HOA. Document this clearly in the project folder. Confirm Path A or Path B.
During or immediately after final measure
21
Owner: PM
Submit HOA application (per path)
Path A: Submit with measurements and specs immediately after scope lock. Path B: Submit with architectural drawings after homeowner approval (Step 18). PM is the single point of contact for HOA back-and-forth.
Path A: scope lock · Path B: after Step 18
22
Owner: HOA ↔ PM
HOA reviews — PM handles back-and-forth
PM responds to HOA questions or revision requests. OM communicates status updates to customer throughout this phase.
4–8+ weeks
23
Owner: OM
Notify customer of HOA approval
Written notification, cc REP. Update Valor. Proceed to permit submission. No permit is submitted until HOA approval is in hand (for properties that require it).
Same day as HOA approval
Ph. 6
Permit Application & Approval
PM prepares the package. OM submits. PM manages all county back-and-forth.
24
Owner: PM
Notify OM that permit package is ready
PM provides all required documents to OM: stamped architectural drawings · HOA approval (if required) · land survey · site plan · product specs. All must be present before OM submits.
After drawings approved by homeowner + HOA cleared
25
Owner: OM
Submit permit application to county / municipality
Submit via county portal or in person. Retain confirmation of submission.
≤ 1 business day of PM notification
26
Owner: PM ↔ Permit Office
Manage all permit office back-and-forth
PM responds to county questions, provides additional documentation, and tracks application status. OM tracks status and communicates updates to customer.
3–6 weeks typical
27
Owner: OM
Notify customer of permit approval — communicate install plan
Written notification cc REP and production. Include: permit approval · material order ETA (if known) · install project plan with rough milestone ETAs · what could cause delay. Set three HubSpot reminders: 2 weeks before install ETA · 10 days out · 2 days out.
Same day as permit issued
Ph. 7
Sub Bids & Pre-Construction Planning
PM-owned. Use the permit wait period productively — no commitments until permit is approved.
28
Owner: PM
Gather subcontractor bids during permit wait
Break project into components. Identify which subs are needed. Gather labor pricing. No commitments made until permit is approved. Use the waiting period to line up sub availability.
During permit wait period
29
Owner: PM
Submit drawings to suppliers for material pricing
Submit architectural drawings (or final measurements for windows, etc.) to all applicable material suppliers for breakdown, pricing, and availability confirmation. Also conduct internal breakdown from drawings independently.
During permit wait period
30
Owner: OM
Schedule "Before You Dig" utility marking
Contact 811 (or state equivalent). Notify customer of scheduled date. Schedule for approximately 2 weeks before the planned install start.
~2 weeks before install start
31
Owner: OM
Schedule PM + Crew Lead pre-construction site walkthrough
Coordinate with sub / crew lead availability. Relay to OM for scheduling. Customer is optional for this meeting. Let customer know a crew lead will be coming to review the job site.
~2 weeks before install start
32
Owner: PM + Crew Lead
Pre-construction site walkthrough
Walk project site with crew lead. Review architectural drawings in detail. Confirm or adjust install start date. Identify any last-minute site conditions. If start date changes: PM notifies OM immediately.
~2 weeks before install start
33
Owner: OM
Communicate any start date changes to customer and team
Update HubSpot reminders. Notify REP. Email customer with updated plan. No silent date changes.
Same day as any date change
Ph. 8
Material Order
PM orders only after permit. OM tracks every ETA until materials are in hand.
Gate 3
Materials may only be ordered after: permit is approved, scope is locked, and quantities are verified. No "we'll adjust later." Returns cost margin and delay the project. Large material orders (2–30+ week lead times) make this gate especially critical.
34
Owner: PM
Place all material orders
Submit all orders and secure confirmation numbers. Large projects may involve multiple suppliers with different lead times — all are logged by OM.
Immediately after permit approval + scope confirmed
35
Owner: OM
Log all supplier ETAs — verify at each reminder checkpoint
ETAs are tracked — not trusted. Verify at: 2 weeks before install ETA · 10 days out · 2 days out. If any ETA slips: notify PM and customer same day.
Same day as orders + per reminders
36
Owner: OM
Send customer install project plan
Include: milestone ETAs · what could cause delay · when we will next contact them. Update plan as ETAs change.
≤ 24 hours after orders placed
Ph. 9
Installation
PM-owned. Multi-phase projects require milestone updates to OM throughout.
37
Owner: PM
Create preliminary job schedule
Define start date, each phase/milestone, and sub sequencing. Communicate to OM. Start dates shift 99% of the time due to weather and prior job progress — this is a working plan.
After materials ordered
38
Owner: OM
Notify customer of confirmed start date
Written + call. CC REP. Once communicated, must be honored — or OM notifies customer of change before the day arrives.
≥ 48 hours before start
39
Owner: PM + Crew + Subs
Execute multi-phase installation
PM oversees quality, progress, and sub coordination. Any deviation from agreed scope requires a contract amendment — not a field decision. PM provides OM with milestone updates to relay to customer and REP.
Per schedule
40
Owner: PM / Crew Lead
Confirm completion status to OM
Work complete / substantially complete / punch list required. Report same day.
Same day as final crew day
Ph. 10
Closeout
REP leads the walkthrough. OM closes the books. Archive includes permits and as-builts.
41
Owner: OM
Confirm completion — notify REP
Confirm with PM/Crew Lead. Document in HubSpot. Notify REP with any known issues or punch-list items before walkthrough.
Same day as crew completion
42
Owner: REP
Conduct final walkthrough with customer
Review completed scope against contract and architectural drawings. Confirm all deliverables present. Take completion photos. Identify any remaining concerns. Trust confirmation — not a sales call.
≤ 48 hours from completion
43
Owner: REP → OM + PM
Document and resolve punch-list items (if any)
REP documents clearly, sets written expectations with customer, coordinates with OM and PM. No promised dates that PM cannot commit to.
Same day as walkthrough
44
Owner: REP / OM
Collect final payment (50% of sale minus $1,500)
Verify · Log · Match to contract. If delayed: document reason, create follow-up task, notify OM immediately.
At or immediately after walkthrough
45
Owner: OM
Update deal status and archive full documentation
HubSpot → Paid · Valor updated. Archive to customer folder: completion photos · final contract + all amendments · all payment confirmations · permit copy · HOA approval · as-built drawings (if applicable) · notes on issues.
Same day as payment · archive ≤ 24 hours
Ph. 11
Reviews & Referrals
Identical to small projects. Four steps in sequence — never combine.
1
Day 3–5
Sentiment Check
Text: "Quick check-in — how are you enjoying the new [project] so far?" Positive → proceed. Neutral/Negative → stop, escalate, resolve.
2
24–48 hrs after positive
Google Review
Text (preferred) with direct link. Short, branded, personal. Log request date. Follow up in 5–7 days if no review posted.
3
Day 7–10
Referral Ask
Phone call for A+ customers. Text for all others. "If you know a neighbor thinking about a sunroom or enclosure, I'd be happy to take care of them."
4
Day 14–21 · A+ only
Community
Suggest mentioning Valverax in Facebook Groups or Nextdoor if a neighbor asks. Never ask to post immediately or include a link unless they say yes.
Ph. 12
Warranty & Support
Same process as small projects. Any team member who receives the contact owns the intake.
The 80/20 Rule
Resolve first. Evaluate internally second.
After a multi-month project, a warranty issue handled quickly and professionally generates a referral. The same issue handled slowly or defensively generates a bad review. The response protocol does not change based on project size or complexity.
★
Owner: First Point of Contact (anyone)
Submit service ticket immediately
Any team member submits via valverax.com/support. Ticket name: FirstName LastName – Description. If customer sends photos, email to the appropriate person immediately.
Same day as customer contact
▶
Owner: OM
Route ticket to PM — notify REP for awareness
Whether REP or OM/production received the contact, OM ensures PM is assigned and REP is informed. OM tracks all open tickets.
Same day as ticket
▶
Owner: PM
Triage and respond with a plan
Assess scope · Determine warranty coverage · Propose solution · Contact customer with clear plan and timeline. For complex structural warranty issues, involve OPS/Owner as needed.
≤ 1 business day from ticket
▶
Owner: PM + OM
Execute service work and track to resolution
PM coordinates repair or sub. OM tracks tickets. Customer informed at every step. No silence.
Per agreed timeline with customer
▶
Owner: OM
Confirm resolution and close ticket
Confirm with customer. Log in HubSpot. Close ticket. Reassess sentiment — if positive, re-enter review/referral cycle.
≤ 24 hours after resolution
Ref
Accountability Matrix
One-page quick reference — who owns what, who supports
| Phase / Function | Owner | Support / Informed |
|---|---|---|
| Contract & paperwork execution | REP | — |
| Deposit collection ($3,000) | REP | — |
| Deal package build (Google Drive) | REP | OM receives |
| Deal verification & gate decision | OM | — |
| HubSpot + Valor system setup | OM | — |
| REP + PM kick-off meeting | REP PM | OM schedules |
| Customer communication (all phases) | OM | REP supports · PM provides updates |
| Final measure scheduling | OM | PM confirms availability |
| Final measurement (on-site) | PM | — |
| Architect / engineer submission & coordination | PM | OM tracks progress |
| Drawing review meeting w/ homeowner | PM | OM notifies re: payment |
| Payment 2 collection (at drawing review) | PM | OM logs receipt |
| HOA submission & tracking | PM | OM notifies customer of outcome |
| Permit application submission | OM | PM prepares documents |
| Permit office back-and-forth | PM | OM tracks status |
| Sub bids & pre-construction planning | PM | — |
| "Before You Dig" scheduling | OM | PM confirms timing |
| Pre-construction site walkthrough | PM | OM schedules |
| Material orders | PM | OM tracks ETAs |
| ETA verification at reminders | OM | PM notified of slippage |
| Install scheduling & execution | PM | OM notifies customer · REP informed |
| Milestone updates to customer | OM | PM provides status to OM |
| Final walkthrough (customer-facing) | REP | OM triggers · PM confirms status |
| Final payment collection | REP | OM confirms receipt |
| Deal closeout in systems | OM | — |
| Reviews & referral sequence | OM | REP supports A+ phone calls |
| Warranty ticket intake | First Contact | All routes through OM → PM |
| Warranty triage & resolution | PM | OM tracks · REP informed · OPS for complex issues |