The one process every new customer goes through. Six steps, one owner each, one artefact each. If a step has no artefact in the job record, it did not happen.
Each step ends with something written in the job record. The owner is the person or agent accountable for that artefact, not necessarily the one who does the work.
| Step | Owner | When | What happens |
|---|---|---|---|
| Welcome call | Front desk | Day 0 | Confirm scope, contact, access notes; send the welcome text. |
| Site survey | Lead tech | Day 1–2 | Photos of every unit, model numbers, a risk list; upload to the job. |
| Quote and plan | Ops Lead | Day 2 | Quote within 24 h of the survey; plan tier offered on every quote. |
| Schedule | Scheduler Agent | Day 3 | Two slots offered by text; the first confirmed slot wins. |
| First visit | Assigned tech | Day 5–10 | ETA text, photo of the tech, invoice before leaving the driveway. |
| Check-in | Review Agent | Day 17 | Call or text; a review request only after a yes. |
Printed on the dispatch board. Nothing leaves the yard with an empty box.
A quote that goes out more than 24 hours after the survey is a lost customer. Day 2 is the step that matters.