1. Purpose

This Standard Operating Procedure (SOP) Playbook outlines the complete training process for roofing and insulation services. It ensures consistency, professionalism, a precise process, and uniform performance across every sales representative.

2. External Online Training

Roofing & Solar Reform Alliance

• Roofing 101 (55 lessons)
• Complete Sales Strategy (27 lessons)
• Complete Canvassing Strategy (10 lessons)
• Complete Objection Strategy (6 lessons)
• Complete Closing Strategy (24 lessons)
• How to Sell Roofing & Solar Reform Alliance (RSRA) (1 lesson)
• Sales Presentations (1 lesson)
• Rejection Tool (1 lesson)

Improvifi Skill Lab

• Terminology
• Sales Presentation
• Lending Ladder
• Obstacles
• The Toolbox
• Support Services
• Take Action
• Final Exam: Certified Pro
• Bonus: 7 Steps to Selling Financing

3. Internal Systems & Processes

Customer Relationship Management (CRM) — ProLine

• Get a ProLine phone number
• Create Contact
• Create Project
• Create Event
• Stages
• Activities
• Create Tasks

Pro Canvas

• Canvassing Tracker (Slack: Championship-Sales-Team)

Roofle

• Roof Quote Pro Tool (Slack: Championship-Sales-Team)
• Create your personal Roof Quote Pro link (Slack: Championship-Sales-Team)

CompanyCam

• Create new project
• Take and upload pictures
• Create report (Portable Document Format (PDF))
• Link CompanyCam to ProLine

Hail Recon

• Search addresses, dates, and storms

Financing Systems

Reference materials in Slack: Championship-Sales-Team.

• Improvifi App
• Slice
• Sunlight Financial
• Secured Lending
• Foundation Finance

Inspections & Insurance

• Insurance Process (Storm Damage)

4. Estimating Workflow

Pull Measurements

1. In ProLine, click the Measure tab.
2. Name the report.
3. Name the structure.
4. Input measurements on the report.
5. Add additional structures if needed.

Build the Quote

1. In ProLine, click the Quote tab.
2. Click New Quote.
3. Click Choose Template and select the correct template.
4. Confirm the structure is selected, then click Create.
5. Build the quote out for the different packages.
6. Double-check everything before finishing. Once finished, notify the Sales Manager.
7. The Sales Manager checks the options and lets you know when they're ready to present.

5. Presenting Package Options (Kitchen-Table Meeting)

1. In ProLine, click Quote in the job details.
2. Click the arrow button to pull the quote up.
3. Walk the customer through the options:
   • Pinnacle Elite
   • Peace of Mind
   • Signature
   • Essentials Basic
4. Help guide the customer through which package fits their needs.
5. Answer every question.
6. Ask for the business.

6. Related Documents

• Sales Process Playbook: Roofing & Insulation — the full sales workflow.
• Software Tools for Residential Roofing — ProLine, CompanyCam, EagleView, TotalScope reference.
• Sales Process — Stages Flow — one-page mental map.
• Insurance Process (Storm Damage) — storm-driven workflow.

7. Revision History

1. Purpose

This Standard Operating Procedure (SOP) Playbook outlines the complete sales process for roofing and insulation services, from lead generation to project handoff. It ensures consistency, professionalism, a precise process, and stable close rates across every sales rep and service.

2. Company Overview

• Primary market: residential homeowners and businesses operating in West Texas.
• Sales type: retail-focused.
• Core services: roofing & insulation.
• Secondary services: gutters, siding, soffit, fascia, painting, windows.

Roofing Packages (Best → Entry)

1. Pinnacle Elite
2. Peace of Mind
3. Signature
4. Essentials Basic

3. Lead Generation

3.1 Lead Sources

• Door knocking
• Networking
• Self-generated (Inner Circle)
• Web searches (Search Engine Optimization)
• Website inquiries
• Paid advertising
• Social media (organic + paid)

3.2 Lead Intake Procedure

• Capture full contact info: name, address, phone, email, preferred contact method.
• Identify lead source for tracking.
• Log into the Customer Relationship Management (CRM) system within 15 minutes of receiving the lead.
• Assign to a sales rep based on territory or rotation.
• The rep follows up every day for one week. If no contact is made, mark the lead lost.

4. Initial Contact

4.1 Response Time

• Inbound leads: respond within 30 minutes whenever possible.
• Door-knock leads: follow up the same day if the homeowner requests a later appointment.

4.2 Scripted Introduction (Phone or Door)

• Who you are.
• Why you're contacting them.
• Quick value statement.
• Ask for a roof inspection appointment.

5. Appointment Setting

5.1 Confirm the Appointment

Send a confirmation text/email that includes:

• Rep name
• Appointment time
• What to expect
• Request access to the attic (for insulation inspections)

5.2 Pre-Appointment Preparation

• Review CRM notes.
• Check satellite imagery.
• Measure the roof.
• Prepare package sheets and pricing.
• Bring ladder, PPE, tablet, and sample materials.

6. Inspection

6.A Digital Inspection

• Pull the property up on satellite imagery.
• Measure the roof.

6.B On-Site Inspection

6.B.1 Arrival

• Park on the street, not the driveway.
• Wear branded apparel.
• Knock, smile, introduce yourself, hand a business card.
• Set expectations: “This will take about 20–30 minutes.”
• Ask detective questions to understand the current state of the roof and the homeowner.

6.B.2 Roof Inspection Checklist

• Shingles
• Flashings
• Ventilation
• Decking
• Gutters
• Penetrations
• Photos of all findings

6.B.3 Insulation Inspection Checklist

• Attic access
• Measure current R-value
• Identify air leaks
• Check ventilation
• Take photos

6.B.4 Homeowner Debrief

• Show photos.
• Explain issues in simple terms.
• Provide 2–3 solution options.
• Transition to package presentation.

7. Package Presentation

7.1 Present Packages in Order (Best → Entry)

Pinnacle Elite

• Highest durability
• Best warranty
• Premium ventilation
• Best curb appeal

Peace of Mind

• Strong performance
• Enhanced materials
• Balanced value

Signature

• Standard quality
• Reliable materials
• Good for budget-conscious homeowners

Essentials Basic

• Entry-level
• Meets code
• No frills

7.2 Pricing Presentation

• Present pricing after explaining value.
• Use good/better/best comparison.
• Offer financing options.

7.3 Closing Script

8. Overcoming Objections & Identifying Pain Points

Common Objections & Responses

“I need to think about it.”

“It's too expensive.”

“I want other quotes.”

9. Closing the Sale

9.1 Steps to Close

1. Confirm package selection.
2. Review scope of work.
3. Review payment terms.
4. Select options and sign.
5. Collect deposit if required (50% down on retail; full first check amount on insurance).
6. Schedule the next meeting/phone call and the installation window.

9.2 CRM Update

• Mark as Approved.
• Notify the production team of approval.
• Notify the General Manager if a deposit was collected (with amount).
• Turn in funds to the Office Manager promptly.

10. Post-Sale Handoff

10.1 Production Handoff

• Provide photos.
• Provide material list.
• Confirm color selection.
• Confirm attic access for insulation jobs.

10.2 Customer Communication

Send a “Thank You + Next Steps” message that includes:

• Installation timeline
• What to expect
• Contact info for the production manager

11. Installation Day

Sales Rep Responsibilities

• Arrive before the job starts.
• Greet the homeowner; confirm property access (gates, driveways, vehicles, landscaping, pets).
• Install the yard sign (if not already done).
• Set up the ‘Catch-All System’.
• Confirm materials delivered.
• Take before/after photos.
• Check in with the crew constantly and grab any extra materials/tools needed.
• Perform a completion inspection.

12. Post-Installation

12.1 Final Walkthrough

• Review completed work with the homeowner.
• Take/show after photos.
• Inside gas appliances and Carbon Dioxide (CO₂) detector.
• Perform a magnetic nail sweep of the property.
• Confirm homeowner satisfaction.

12.2 Request Review

• Encourage the customer to leave a 5-star Google review.

13. Follow-Up

• Collect final payment.
• Request a 5-star Google review (if not already done).
• Request a referral list.
• Check in 30 days after completion.
• Create an annual touchpoint.

14. Key Performance Indicators (KPIs) & Metrics

15. Compliance & Texas-Specific Notes

Related Documents

• SOP Playbook: New-Hire Training — required training before working a deal solo.
• Sales Process — Stages Flow — one-page visual map.
• Targeting Retail Roof Replacements — door-knock prospecting workflow.
• Blown In Attic Insulation Update: Inspect. Estimate. Close. — insulation-specific sales material.
• Software Tools for Residential Roofing — tools used in the sales process.
• Insurance Process (Storm Damage) — storm-driven workflow.
• Install Day Playbook — install-day execution detail.

Revision History

1. Purpose

Give every team member a single-page mental model of the entire Flatland sales process — what stage a deal is in, what comes next, and where ownership transfers between sales, production, and follow-up.

2. Stages Flow

Lead Stage

Sales Stage

Production Stage

Follow-Up Stage

3. Related Documents

• Sales Process Playbook: Roofing & Insulation — full procedural detail for stages 1–10.
• Production Playbook: Roofing — production-stage detail.
• Production Playbook: Insulation — production-stage detail (insulation).
• Install Day Playbook — stage 13 detail.
• Final Inspection with Code Department — stage 15 detail.

4. Revision History

1. Purpose

Build a consistent, repeatable process for finding, working, and closing retail roof replacements that aren't driven by storm or insurance work.

2. Scope

This applies to every sales rep prospecting retail (non-storm/non-insurance) roof replacements.

3. Tools & Materials

• ProLine Pro Canvas feature
• Ladder
• Tape measure
• Business cards, flyers, door hangers
• Phone, CompanyCam app, ProLine Customer Relationship Management (CRM)
• Homeowner contact information

4. Procedure

Step 1 — Identify & Tag Target Roofs

• Locate neighborhoods with visibly aging roofs by asking, driving, searching ProLine, using Hail Recon, talking to the marketing team, or other research.
• Tag every target home as Retail Target — Roof Replacement Needed.
• Pull and save homeowner data: name, mailing address, phone, email if available.
• Build a route or plan for door knocking.

Step 2 — Door Knock or Drop Materials

• Knock the door.
• Open with a quick roof conversation: age, leaks, granule loss, curling, blown-off shingles, ventilation.

Step 3 — Follow Up On Site

• If you missed them on the first attempt, knock the door again on a return pass.
• If you make contact, attempt to close.
• The follow-up average is 5 touches before a deal closes.

Step 4 — Follow Up Across Channels

If you have contact data, work the lead via phone, text, and email.

• Phone: open with something other than roofing. Call at different times of day.
• Text: short, light, fun, casual. Last attempt: “You ghosting me?”
• Email: start the subject with RE:.
• Wait 2–3 days between new touches.
• Bring new value to each conversation: price increase, insurance trends, weather data, financing news.
• Set clear next steps every time: appointment, what comes next, expectations.
• Send resources: financing info, roofing education, weather, economy, industry trends.
• Be persistent — but set a limit.

5. Breaking Up With a Lead

If a prospect goes silent across multiple channels, send a clean break-up message and remove them from the active follow-up list:

6. Tracking & Success Metrics

Track the following minimum Key Performance Indicators (KPIs):

• Doors knocked per week
• Conversations and presentations
• Quotes sent
• New deals
• Average ticket ($)
• Closing percentage

7. Related Documents

• Sales Process Playbook: Roofing & Insulation — full sales workflow once a lead is engaged.
• Facebook Ads Follow-Up — equivalent process for paid lead sources.
• Facebook Community Engagement — organic lead generation.

8. Revision History

Purpose

• Equip every rep to inspect, estimate, and close blown in attic insulation updates on existing homes, year round.
• One standard process. Every attic, every rep, every time.
• Know when an attic is a spray foam job, and switch the recommendation to a spray foam system.
• Do the best attic inspection the homeowner has ever received.

1. What We Sell

• Peace of Mind Package: complete removal of existing insulation, vacuumed out and hauled off. Air sealing of the attic floor. Baffles at the eaves. New blown insulation to R49. Depth rulers. Jobsite cleanup.
• Signature Package: new blown insulation over existing insulation, brought up to R49. Baffles at the eaves. Depth rulers. Jobsite cleanup.
• Essentials Basic Package: new blown insulation over existing insulation, brought up to R38. Jobsite cleanup.
• Every package includes a manufacturer warranty on materials and a 1 year workmanship warranty.

R Value Levels

• Cellulose reaches the same R value at about two thirds the depth of fiberglass.
• Code target: R49 for blown insulation on the attic floor.
• Use these levels to show the gap between what the homeowner has and where they need to be.

2. Before the Appointment

• Confirm the attic access location with the homeowner.
• Tools in every attic: depth ruler or gauge, flashlight or headlamp, tape or laser measure, respirator or mask, gloves, phone for photos.
• Bring a smoke tool when air leakage needs to be shown.

3. The Customer Conversation

Every appointment starts with why they called. Write the answers down. You hand these problems back at the table.

At the Door

Discovery Questions

• “What made you call us?”
• “Any rooms that run hotter or colder than the rest of the house?”
• “How do your summer and winter bills feel?”
• “How long have you been in the home? Any work ever done in the attic?”
• “Ever seen or heard critters up there?”

Read the Customer

• Need it: the home is underperforming.
• Want it: motivated by comfort or efficiency.
• Curious: exploring cost and options.

4. Attic Inspection

A) Access Evaluation

• Minimum 4 feet of working height in the center.
• Opening at least 22″ x 30″, safe and stable for a tech and hose.
• Note obstructions: low trusses, HVAC ducting, water heaters, electrical lines.
• If access is limited or unsafe, include access modification or an alternate approach in the proposal.

B) Measurements

• Attic square footage: measure the exterior footprint. Subtract the garage and porches unless they are part of the job.
• Existing depth: measure at 3 to 5 spots across the attic and average them.
• Material type: fiberglass, cellulose, mineral wool, or other.

C) Inspection Points

• Insulation condition: compaction, dust, dirt, rodent droppings, pest damage, age.
• Air sealing: gaps at can lights, plumbing, wires, bath fans, top plates, open chases.
• Ventilation: soffit vents clear and baffled, open airflow path from soffit to ridge.
• Moisture and mold: stained decking, mold spots, musty smells.
• Mechanical and electrical:
  • HVAC equipment and ducts in the attic
  • Type of gas appliance combustion
  • Open junction boxes, recessed lights, wiring
• Framing: truss layout and spacing, enough open area for consistent coverage.
• Headroom: center height and how easily you can reach the edges of the attic.
• Roof: leaks, damaged decking, daylight. Every roofing issue is a roofing lead.

D) Photos

• The more photos, the better. Document everything.
• Ruler in the insulation in every depth photo.
• Shoot problem areas, air leaks, mechanicals, vents, roof deck, the access hatch, and potential roofing issues.
• Photos are your best sales tool. They build trust and prove the recommendation.

5. Safety Stops

6. Choosing the Package

The attic decides the recommendation. Lead with the package that solves their problem.

7. When to Recommend a Spray Foam System

Same inspection, same process. Only the recommendation, quote, and presentation change.

Recommend spray foam when ALL of these are true

• HVAC equipment or ductwork is in the attic.
• The attic has plenty of room: at least 6 feet of height, with easy access to the edges.
• The attic is a reasonable size compared to the home.

Attic Size Rule

• Spray foam pulls the whole attic into conditioned space.
• If the attic would nearly double the home’s conditioned square footage, the savings disappear.
• Recommend a blown package instead.

Combustion Check (Gas Furnace or Water Heater in the Attic)

• The appliance must have a sealed combustion chamber that draws its own makeup air from outside.
• Spray foam turns the attic into a conditioned space with no ventilation. Without sealed combustion, gas fumes exhaust into the conditioned space.

If It’s a Spray Foam Job

• Capture the extra measurements the spray foam quote needs: roof pitch, gable dimensions, and the appliance combustion type.
• Build a separate spray foam system quote in Proline.
• Present the spray foam system as the recommendation.

8. Estimating in Proline

• Open the attic insulation update quote template in Proline.
• Enter the inspection numbers. Proline produces the price for all three packages.
• Price on the spot, at the kitchen table.
• Never adjust price outside of Proline.
• Minimum: $1,000 on every attic insulation update.

9. The Kitchen Table

Show, Don’t Tell

• Pull up the photos. Let them look before you talk.
• Tie every photo to a problem they gave you.

• Put the ruler on the table.

The Gap

• One number. No building science lecture.

The Packages, Top Down

• Peace of Mind: “We vacuum out everything up there, seal every leak on the attic floor, and blow in fresh to R49. Clean, healthy attic and a fresh start.”
• Signature: “We blow in over what you have and bring you up to R49, with baffles to keep your attic breathing and depth rulers so you can see it.”
• Essentials Basic: “We blow in over what you have and bring you up to R38. A solid improvement at the lowest investment.”

Before the Price Lands

• Financing available.
• Manufacturer warranty on materials.
• 1 year workmanship warranty.

The Close

• Then stop talking.

10. Objections

Too Expensive

• Financing first, then step down a package. Never drop price on the same scope.

Getting Other Quotes

Talk to My Spouse

• Answer it now. Get them on speaker before you leave if possible.

Need to Think

• Solve the real one.

11. After the Sale

• Collect the 50% deposit, then the job goes to production.
• Save all photos and notes in Proline.
• Every customer keeps the photos and written options, signed or not.

12. Key Talking Points

• Blown insulation installs fast but only performs when air sealing and airflow are right.
• Old, compressed, or contaminated insulation loses its ability to slow heat. Removal gives us a clean floor to seal.
• Educate every customer. Photos win the sale.
• Benefits: comfort every season, lower energy use, a healthier attic, longer roof life.
• Speak with confidence: “Based on what I’m seeing, here’s what I recommend.”

13. Door Knocking & Community Awareness

Why Door Knocking Works

• Roughly 50% of homes in our market need insulation updates. Every other house is a potential customer.
• Most homeowners don’t know their attic is underperforming until someone shows them.
• Face to face builds instant trust.

S.L.A.P. Formula (Adam Bensman)

S: Say Hi and Break the Ice

Friendly, personal, eye contact.

L: Let Them Know Why You’re Here

Local and neighborly.

A: Ask an Open Ended Question

Get them talking.

P: Present Your Pitch

Tailor it to their answer.

On Every Door

• Match their energy. Confident, helpful, never pushy.
• Wear branded gear. Carry a tablet or clipboard.
• Qualify fast: drafty rooms, hot rooms, high bills.
• Get name, address, phone or email, and best inspection time. Log it in the CRM immediately.

Social and Community Presence

• Post before and after photos and short crew clips: blowing, sealing, baffles.
• Educate: R values, attic health, efficiency.
• Tag locations and use local hashtags.

14. Wrap Up

Every rep leaves this training able to:

• Run a complete, consistent attic inspection.
• Spot the safety stops and handle them correctly.
• Choose between Peace of Mind, Signature, and Essentials Basic.
• Recognize a spray foam attic and switch the recommendation.
• Build an estimate in Proline and price on the spot.
• Present three packages, recommend one, and close.
• Handle the four core objections without cutting price.

Related Documents

• Spray Foam System SOP (coming soon)
• Production Playbook: Insulation
• Targeting Retail Roof Replacements
• Sales Process Playbook (follow up process)

Revision History

1. Purpose

Establish a consistent process for monitoring, engaging, and generating leads through Facebook. This includes activity in local Facebook groups, engagement on Flatland's own page, and communication with potential customers via Facebook Messenger.

The process is designed to:

• Increase brand awareness within the local community.
• Identify homeowners who need roofing or insulation services.
• Provide helpful expertise inside local groups.
• Build trust with the community.
• Convert conversations into inbound leads and booked inspections.

The aim: become the most helpful, trusted roofing resource in local Facebook communities.

2. Scope

This SOP applies to every interaction conducted on behalf of Flatland Roofing & Insulation across:

• The Flatland Roofing & Insulation Facebook page
• Local Facebook community groups
• Meta Business Suite Messenger
• Public comments and discussions related to roofing, insulation, or home services

3. Responsibilities

Social Media Engagement SpecialistThe role owns the following:

• Monitor Facebook notifications and messages.
• Respond to comments on Flatland posts.
• Monitor local Facebook groups for relevant conversations.
• Engage in discussions where roofing or insulation expertise is relevant.
• Identify potential leads and initiate conversations.
• Respond to inbound Messenger conversations.
• Escalate qualified leads to the appropriate sales team member.

All communication must reflect the company's brand voice: professional, helpful, respectful, and community-focused.

4. Platform Access

Conduct all engagement and messaging through Meta Business Suite. This ensures conversations are tracked, team members can monitor interactions, lead information is documented, and communication stays organized.

5. Community Monitoring Process

Actively monitor Facebook groups in which Flatland Roofing & Insulation is a member. These groups regularly contain homeowners asking for recommendations or advice on roofing issues.

Examples of groups to monitor:

• Local Amarillo community groups
• Amarillo homeowner groups
• Amarillo buy/sell groups
• Amarillo real estate groups
• Amarillo neighborhood groups

Join additional groups when appropriate to expand community visibility.

6. Identifying Relevant Conversations

Use each group's search to surface posts about roofing or home repair. Search keywords:

roof, roofing, roofer, roof repair, roof replacement, roof inspection, roof leak, leaking roof, shingles, wind damage, hail damage, insurance claim, contractor, ceiling water stain, water damage, attic issues, insulation

7. Responding to Roofing Posts

The primary goal is to provide value first. Responses should:

• Offer insight or helpful advice.
• Position Flatland as a knowledgeable resource.
• Invite further conversation without aggressive selling.

Avoid promotional or spam-like responses. The tone is helpful, professional, and community-oriented.

Example response structure

1. Acknowledge the homeowner's situation.
2. Provide helpful information or guidance.
3. Offer assistance if they would like further help.

The objective is to be known within the community as a trusted expert — not a salesperson.

8. Engaging With Community Posts

Beyond roofing-specific questions, regularly interact with the broader community:

• Like posts from homeowners.
• Comment on posts from local businesses.
• Engage with realtors, builders, and property managers.
• Support community conversations.

Examples of engagement:

• Compliment local projects.
• Congratulate businesses.
• Welcome new residents to the area.
• Support other community members.

Consistent engagement builds familiarity and trust.

9. Monitoring Mentions and Shares

When individuals share or interact with Flatland posts, acknowledge the interaction:

• Like the shared post.
• Comment to thank the individual.
• Engage in conversation when appropriate.

10. Messaging Through Meta Business Suite

Review and respond to every inbound Messenger message inside Meta Business Suite. Messages may include:

• Service inquiries
• Requests for roof inspections
• Questions about roofing issues
• Follow-ups from previous conversations

Communication guidelines

Every message should be: professional, helpful, friendly, solution-oriented. Avoid overly scripted responses — conversations feel natural while still representing the company professionally.

Continuing the conversation

Follow-up questions help gather important information:

• The type of issue they are experiencing.
• When the issue started.
• Whether there has been recent storm activity.
• Whether they have already contacted their insurance provider.

Request photos when possible.

11. Lead Qualification

When a homeowner expresses interest in an inspection or repair, gather:

• Name
• Address
• Phone number
• Description of the issue

Forward to the appropriate sales representative for scheduling.

12. Encouraging Private Conversations

When a public comment thread starts to discuss specifics, move it to private message.

This allows for more detailed conversation while protecting the homeowner's privacy.

13. Professional Conduct

All communication must reflect the company's core values and professionalism:

• Be respectful in every conversation.
• Avoid negative or argumentative discussions.
• Avoid criticizing other contractors.
• Stay helpful and informative.

14. Related Documents

• Facebook Ads Follow-Up — paid lead handling.
• Targeting Retail Roof Replacements — door-knock prospecting workflow.
• Sales Process Playbook — what happens after a lead is qualified.

15. Revision History

1. Purpose & Goals

Primary goal: set a complimentary evaluation.
Secondary goal: log and track every action.

• Role: Virtual Assistant (VA) — Rhowel
• Services covered: Roofing and Insulation only
• Lead source covered: Facebook Ads only

2. Scope

This procedure covers Facebook Ads leads aged 1–45 days where no appointment is set and no successful contact has been made. Other lead sources (organic, retail, storm) follow their own SOPs.

3. Procedure

Step 1 — Pull Eligible Leads (Daily)

Virtual AssistantEvery weekday morning:

• Open the Customer Relationship Management (CRM) system.
• Filter leads by:
  • Lead Source: Facebook Ads
  • Service: Roofing OR Insulation
  • Lead Age: 1–45 days old
• Identify leads where no appointment is set AND the phone call was not made, or was made unsuccessfully (no answer or no contact).

Step 2 — Prepare the Daily Call List

For each lead, confirm:

• First & last name
• Phone number
• City
• Service requested (roofing or insulation)

Step 3 — Call Attempt Rules

• Maximum of 3 call attempts per lead.
• Spread the attempts across 3 separate days.
• Only one call per lead per day.
• Call window: 9:00 AM — 6:00 PM local time.

Step 4 — Call Script

If they answer or voicemail picks up

Step 5 — Live Answer → Set Complimentary Evaluation

Goal: book the complimentary evaluation immediately.

• Confirm interest: “Are you still looking for help with your {{roof/insulation}}?”
• If YES: “Great. Let's get you scheduled for a complimentary evaluation.”
• Offer two options: “We have availability tomorrow afternoon or Thursday morning — which works better?”
• Book the appointment in the CRM.
• Add the complimentary evaluation in ProLine.

Step 6 — Mandatory Logging After Every Call

Immediately after every call, log activity in ProLine:

• Call attempt #
• Call result:
  • Answered — complimentary evaluation set
  • No answer — voicemail left
  • No answer — no voicemail
  • Not interested
• Short note (required).

4. When Follow-Up Is Complete

Stop calling the lead when one of these is true:

• Complimentary evaluation is set.
• Lead says not interested.
• 3 call attempts have been completed with no response.

No status change required — notes only.

5. Daily Tracking & Reporting

At the end of each day, Rhowel reports:

• Total leads called
• Complimentary evaluations set
• Leads completed (3 attempts)

6. One-Line Summary

7. Related Documents

• Facebook Community Engagement & Lead Monitoring — organic Facebook lead handling.
• Sales Process Playbook — what happens after the complimentary evaluation is set.
• Email GPS System — broader VA workflow.

8. Revision History

1. Purpose

Define the standard role, use case, and integration of the four core software tools used across every residential roofing project at Flatland Roofing & Insulation. Following this SOP keeps customer data, project documentation, and insurance claims accurate and consistent.

2. ProLine Customer Relationship Management (CRM)

Purpose: Customer management and communication.

Standard Use

• Customer communication: send updates, reminders, and follow-ups directly from ProLine.
• Estimating: generate accurate estimates that include labor and material costs.
• Cost tracking: track every cost tied to a job to keep projects on budget.
• Payment collection: use the ProLine payment portal to invoice customers and collect securely.

3. EagleView

Purpose: accurate property measurements.

Standard Use

• Request EagleView reports to obtain precise roof and property measurements before estimating or planning a job.
• Use the data to calculate material needs — minimizing waste and ensuring accuracy.
• Import measurements into ProLine or other estimating tools as needed.

4. CompanyCam

Purpose: project documentation and organization.

Standard Use

• Capture detailed photos of every job site before, during, and after completion.
• Use the checklist feature to mark project milestones as they're hit.
• Scan and upload contracts, permits, insurance documentation, and other records.
• Sync all photos and documents to ProLine for seamless integration with the customer profile.

5. TotalScope

Purpose: claims and supplement management.

Standard Use

• Process insurance claims for residential projects through TotalScope.
• Submit supplements to insurance companies so all work, materials, and unforeseen expenses are accounted for.
• Maintain accurate records of every claim document for compliance and smooth processing.

6. Compliance & Updates

• Every team member follows these procedures when using the listed tools.
• Tool or workflow changes are communicated through team meetings or internal memos.

7. Training & Support

• New hires complete training on every tool during onboarding.
• Ongoing support is available via tool-specific guides or by contacting the respective software support team.

8. Related Documents

• SOP Playbook: New-Hire Training — onboarding sequence.
• Insurance Process (Storm Damage) — primary TotalScope use.
• Sales Process Playbook — tools used during the sales workflow.

9. Revision History

1. Purpose

Define the end-to-end storm-damage process so every team member — sales, production, and office — runs the same play from first inspection to final invoice.

2. Scope

This SOP applies to every insurance-driven roof project initiated after a storm event (hail, wind, etc.). For homeowner-paid repairs, see the Internal Roof Repair Process. For escalating from spot repair to full replacement, see From Spot Repairs to Full Roof Replacement.

3. ProLine Stage Map

Move the job through these ProLine stages in order:

4. Step 1 — Inspection: Be the First on the Roof

SalespersonAfter a storm event, the first contractor on the roof usually wins the job.

• Knock doors and offer free inspections.
• Document damage in CompanyCam using the storm damage checklist template.
• Review the report with the homeowner on site.
• Enter the lead in ProLine if not already there.
• If sufficient damage is present, get the homeowner to sign the Contingency Agreement via ProLine.
• Move the job to Waiting to File Claim.

5. Step 2 — Filing the Claim

Salesperson / Insurance CoordinatorHelp the homeowner file with their carrier.

• Assist the homeowner in calling their carrier.
• Provide:
  • Date of loss
  • Description of damage
  • Policy information
• Record the claim number.
• Move the job to Waiting on Adjuster.

Waiting for Adjuster

• Stay in touch with the homeowner until the adjuster calls.
• When the appointment is scheduled, move the job to Adjuster Scheduled.
• Add the appointment to the ProLine calendar.

6. Step 3 — Adjuster Appointment: Be There & Be Prepared

SalespersonWalk the roof with the adjuster.

• Attend the meeting and walk with the adjuster.
• Use a scope sheet and collect field information.
• If approved:
  • Ask for all insurance paperwork.
  • Upload documents to ProLine or CompanyCam.
  • Double-check the scope and pricing.
• If not approved: move the job to Waiting for Approval.

7. Step 4 — Post-Approval Process

Once insurance paperwork is received, route based on whether supplements are needed.

No supplements needed

• Confirm scope and pricing.
• Sign the final restoration contract.
• Move the job to Approved.
• Proceed to material ordering, scheduling, and installation.

Supplements needed

• Upload all insurance paperwork to ProLine or CompanyCam.
• Move the job to Pre-Build Supplements.
• The in-house supplementing team or third-party partner begins the supplement.
• Once supplements are approved, sign the final restoration contract and move to Approved.
• Proceed to the build stage.

8. Step 5 — Build: Execution & Documentation

Production CoordinatorRun the build per the production playbook.

• Confirm shingle selection and collect the check.
• Schedule the crew and order materials.
• Document the build in CompanyCam, including:
  • Any missed damage
  • Hidden layers or issues
  • Supplement-worthy items
• Communicate expectations to the homeowner: noise, access, pets, cleanup, etc.

9. Step 6 — Final Invoicing & Post-Build Supplements

Office / Insurance CoordinatorClose the loop on every claim.

• After installation completes, review the job for post-build supplements.
• Submit any missed line items via the in-house team or third-party supplementer.
• Finalize the supplement process.
• Submit the final invoice to insurance.
• Notify the homeowner that the invoice has been sent.
• Collect final payment once depreciation and supplements are paid by insurance.

10. Key Takeaways

11. Related Documents

• Emergency Tarping & Temporary Repairs — storm-damage stabilization.
• From Spot Repairs to Full Roof Replacement — escalation path when repair won't work.
• Software Tools for Residential Roofing — ProLine, CompanyCam, TotalScope reference.

12. Revision History

1. Purpose

Define the steps Flatland Roofing & Insulation crews take when a storm-damaged property requires emergency tarping or temporary repair. These services protect the home, keep the homeowner safe, and satisfy the homeowner's duty to mitigate further damage under their policy.

2. When Emergency Services Are Needed

Perform emergency tarping or temporary repairs immediately when any of the following are true:

• The roof has sustained significant storm damage that exposes decking or underlayment.
• Active leaks are present and may cause interior damage.
• Shingles, flashing, or vents have been blown off, allowing water intrusion.
• There is any risk of further structural or cosmetic damage from continued weather exposure.

3. Homeowner Obligation to Mitigate

Emergency tarping and repairs fall under the signed contingency agreement with Flatland Roofing & Insulation. We perform them as part of our role in protecting the property and supporting the insurance restoration process.

4. Procedure

Step 1 — Assessment

Salesperson / Repair TechInspect the property and decide whether emergency services are required.

• Inspect the property and evaluate every area vulnerable to water or structural intrusion.
• Take clear photos and detailed notes of every storm-related damage point in CompanyCam.
• Decide whether emergency services are necessary based on exposure and weather conditions.

Step 2 — Confirm the Contingency Agreement

SalespersonA signed contingency agreement must be on file before we touch the roof.

• Confirm a signed contingency agreement is on file in ProLine.
• If unsigned, explain the scope of work and have the homeowner sign before performing any emergency services.

Step 3 — Perform Emergency Services

Repair TechnicianUse proper safety gear and stabilize the property.

• Use proper safety equipment and the right materials for the job.
• Install tarp(s) securely over exposed areas to prevent further water intrusion.
• Perform any basic, temporary repairs needed to stabilize the property until full restoration.
• Take before-and-after photos of every action taken.

Step 4 — Documentation

Repair TechnicianCapture every action in CompanyCam and ProLine the same day.

• Upload all photos and notes to CompanyCam and attach them to the customer's ProLine file. Include:
  • Damage photos
  • Work performed
  • Materials used
  • Time spent on site
• Note any repair work that may support a future supplement.

Step 5 — Follow-Up

SalespersonSet the homeowner's expectations and route into the full insurance process.

• Tell the homeowner these repairs are temporary and a full inspection or replacement will follow as part of the insurance process.
• Schedule or confirm the full inspection appointment if it isn't already on the calendar.
• Explain that the emergency work will be included in the documentation submitted to the carrier.

5. Billing & Insurance Reimbursement

• Carriers typically reimburse emergency tarping and temporary repairs as part of the claim.
• Organize all photos and notes for submission via TotalScope or directly to the carrier when needed.
• Document every material and labor hour used so the supplement can be supported.

6. Safety Guidelines

7. Related Documents

• Insurance Process (Storm Damage) — the full insurance workflow.
• From Spot Repairs to Full Roof Replacement — escalating from repair to replacement.

8. Revision History

1. Purpose

Give the team a documented, defensible path to full roof replacement when spot repairs are no longer viable due to age, brittleness, or material incompatibility. The goal is to win replacement scope through documentation and code reasoning — not new damage.

2. Step 1 — Document the Failed Repair Attempt

Establish that the roof is no longer repairable due to age, brittleness, and consequential damage that occurred during repair efforts. Show the carrier:

• Creasing, tearing, or cracking of surrounding shingles.
• Delamination or material transfer when seals are broken.
• Fastener issues such as pull-through or misalignment.
• Granule loss not present in undisturbed control areas.

Use a repair report or photo summary that compares undisturbed (control) areas with those impacted during repair. This is your foundation for arguing that further repair will cause more damage than it resolves.

3. Step 2 — Initiate the Shingle Matching Process

If the carrier references ITEL, take both shots:

• Pull a physical sample from the existing shingles.
• Submit the sample to ITEL for match analysis.
• In parallel, order a Neutral Third-Party Shingle Match Report (NTS).

If ITEL suggests a match, compare it to the original on size, cut-back line, thickness, and aesthetic compatibility. If it's clearly incompatible, lean on the fact that ITEL itself states installers must confirm compatibility in the field. The NTS report can strengthen your position with unbiased documentation that the shingle is no longer available and no reasonable match exists.

4. Step 3 — Elevate With Code & Compatibility

Even if a match is “close,” you are not required to mix incompatible materials. Cite the principles the building code already enforces:

• All materials must be compatible with the existing assembly.
• Repairs must not degrade performance or life expectancy.
• Repaired areas must meet modern code and the manufacturer's installation standards.

Frame the question for the carrier: Would mixing products on this aged roof reduce performance, void warranties, or introduce new maintenance liabilities? If the answer is yes, it is not an acceptable repair.

5. Step 4 — Transition From Shingle Repairs to Slope-Based Scope

Once you've established that replacing individual shingles isn't feasible, demonstrate that whole slopes must be replaced. Focus on these connection points:

• Valleys: require woven or overlapping shingles from both slopes; can't be accessed or sealed properly without disturbing both sides.
• Hips & ridges: often require underlayment and cap overlap from both connecting slopes.
• Vents, skylights, flashings: tied to surrounding shingles; removal typically damages those shingles or requires changing fastening points and adding sealants not previously used.

The key is to show that repairing “just this shingle” always extends into other components, turning a simple repair into slope-wide disruption.

6. Step 5 — Leverage Homeowner Questions and Carrier Responses

Have the homeowner ask the carrier directly:

This puts the burden on the carrier to defend a repair strategy that is often logistically or physically impossible without full slope replacement.

7. Step 6 — Push for Full Roof on Cumulative Justification

Tie everything together:

• One portion of the roof (e.g., rear) is already approved.
• The remaining slope has multiple damaged shingles.
• The roof is over 15 years old and the product is likely discontinued.
• Repairs are not possible without collateral damage.
• No compatible product exists.
• Code and manufacturer specs cannot be satisfied with piecemeal repairs.

8. Adjuster Email Template

Dear [Adjuster's Name],

Thank you for your response and for confirming that the policyholder's contractor may submit an ITEL report and photo documentation regarding the damaged shingles.

We have conducted a repair attempt on this 2007-installed 3-tab shingle roof, and the process revealed multiple failure points that prevent a successful repair. Despite best efforts, the repair resulted in creasing, material transfer, tearing, and fastener pull-through, which compromised the surrounding shingles and prevented a return to pre-loss condition. A control area was documented for comparison; those shingles remained undisturbed — indicating the repair-related damage was not due to pre-existing wear.

Given these results, please clarify the next steps:

1. Shingle Identification & Matching. We are submitting a sample to ITEL. If the product is no longer in production or no suitable match exists, we will follow up with documentation and comparison photos. If a match is suggested, we will assess and document any compatibility concerns required by manufacturer guidelines and code.
2. Repair Scope Clarification. The front slope has 40 individual wind-damaged shingles. Please clarify which specific shingles are to be replaced and how repairs should be completed without causing additional damage to surrounding materials.
3. Scope Implications for Adjoining Components. Several damaged shingles are near hips, ridges, and valleys. Replacing field shingles in these areas often requires extending work into adjoining slopes due to underlayment overlap and valley/hip integration. Please confirm how the carrier intends for these areas to be handled.
4. Next Steps if Compatibility or Repairability Cannot Be Achieved. If the ITEL/NTS results confirm incompatibility or further repair attempts would cause additional damage, what is the process to revisit scope and discuss full replacement?

We are committed to following the proper procedures and working collaboratively toward a resolution that returns the property to pre-loss condition. Please advise on the above so we can proceed accordingly.

9. Related Documents

• Insurance Process (Storm Damage) — full claim workflow.
• Internal Roof Repair Process — the homeowner-paid alternative.
• Software Tools for Residential Roofing — how to document via CompanyCam and TotalScope.

10. Revision History

1. Purpose & Scope

Run every approved roofing job through the same disciplined production sequence so quality, scheduling, and documentation never slip between the cracks. This SOP applies to every roofing project moving from sales approval through closeout.

2. Step 1 — Sales Handoff

Sales → Production CoordinatorReceive a complete file from sales.

• Receive the job file from sales: contract, scope, measurements, photos, special notes.
• Sales tags the Production Coordinator on ProLine.
• Confirm homeowner expectations, access notes, and any promised upgrades.

3. Step 2 — Verification

• Verify job photos in CompanyCam: review every photo for accuracy across roof slopes, penetrations, decking condition, fascia, soffit, gutters, other structures, and driveway access.
• Request missing photos from sales when needed.
• Verify package selection: confirm color choices and document them on ProLine.
• Ensure scope matches the contract and ProLine.

4. Step 3 — Move to “Ready for Install” on ProLine

• Confirm all data is complete.
• Mark the job as ready for the production workflow.

5. Step 4 — Order Materials

• Submit the material order to the supplier with correct quantities.
• Confirm delivery date, drop location, and special instructions.
• Upload order confirmation to the job file in ProLine.
• Track every receipt for materials in ProLine and/or CompanyCam.

6. Step 5 — Schedule Crew

• Assign the roofing crew based on skill, availability, and job complexity.
• Confirm crew start time and staging needs.

7. Step 6 — Confirm With Sales (Sales Confirms With Homeowner)

• Notify the salesperson of the scheduled date.
• The salesperson confirms with the homeowner.
• Wait for homeowner confirmation before finalizing.

8. Step 7 — Move to “Job Scheduled” on ProLine

• Update CRM status and the internal schedule.

9. Step 8 — Pre-Install Preparation (Day Before or Morning Of)

Yard Sign

• Place a yard sign in a visible, pre-approved location.

Before Pictures (drone for Peace of Mind & Pinnacle Elite packages)

• Capture the full property perimeter.
• Document roof, landscaping, driveway, and any pre-existing damage.

Cover Anything That Needs Protection

• Protect landscaping, AC units, pools, windows, and fragile areas.

Set Up Catch-All System

• Set up the catch-all or tarps to protect property from falling debris.

Check CO₂ Detector & Gas Appliances

• Verify gas appliances are connected and venting properly.
• Confirm Carbon Dioxide (CO₂) detectors are present and functioning.

Send Crew Job Address & Front View

• Use Google or Apple Maps to share the location.

10. Step 9 — Move to “In-Progress” on ProLine

• Update the CRM when the crew begins work.

11. Step 10 — Oversee Job Install

• Ensure the crew follows scope and safety.
• Monitor tear-off, decking inspection, underlayment, shingles, ventilation, flashing, and cleanup.

12. Step 11 — Verify Material Delivery

• Help guide the delivery truck to the pre-designated drop area.
• Help unload the truck if needed.
• Confirm the correct materials and quantities were delivered.
• Document any shortages or damages.

13. Step 12 — Get Extra Materials (If Needed)

• Order or pick up additional materials quickly to avoid delays.

14. Step 13 — Job Cleanup

• The crew performs the full cleanup — yard, flower beds, driveway, gutters, magnet sweep. Help them get there.

15. Step 14 — Walk Property With Homeowner

• Review completed work.
• Address questions.
• Document final photos. (Drone for Peace of Mind and Pinnacle Elite packages.)

16. Step 15 — Take Returns to Vendor

• Return all unused items to the vendor they came from.

17. Step 16 — Move to “Job Complete” on ProLine

• Update the CRM.
• Upload all final documentation to ProLine and CompanyCam.

18. Step 17 — Hand Back to Sales Team

• Notify the salesperson the job is complete.
• Sales handles final inspection, invoicing, and closing.

19. Related Documents

• Install Day Playbook — on-site install execution.
• Production Playbook: Insulation — companion workflow for insulation jobs.
• Winter Weather Shingle Roofing — cold-weather override rules.
• Final Inspection with Code Department — closeout step.

20. Revision History

1. Purpose & Scope

Run every approved insulation job — blown-in, batt, or spray foam — through the same disciplined production sequence. Applies to every insulation project moving from sales approval through closeout.

2. Step 1 — Sales Handoff

Sales → Production CoordinatorReceive the complete file from sales.

• Receive the job file from sales: contract, scope, measurements, photos, special notes.
• Sales tags the Production Coordinator on ProLine.
• Confirm homeowner expectations, insulation type (blown-in, batt, spray foam), R-value, areas to insulate, access notes, and any promised add-ons (air sealing, baffles, etc.).

3. Step 2 — Verification

• Confirm attic access, existing insulation, ventilation, wiring, ductwork, and any obstructions.
• Verify job photos in CompanyCam: review every photo for accuracy.
• Request missing photos when needed.
• Verify package selection: confirm choices and document them on ProLine.
• Ensure scope matches the contract and ProLine.

4. Step 3 — Move to “Ready for Install” on ProLine

• Confirm all data is complete.
• Mark the job as ready for the production workflow.

5. Step 4 — Order Materials

• Submit the material order to the supplier with correct quantities.
• Confirm delivery (or pick-up) date, drop location, and special instructions.
• Upload order confirmation to the job file in ProLine.
• Track every receipt for materials in ProLine and/or CompanyCam.

6. Step 5 — Schedule Crew

• Assign the insulation crew based on job type and complexity.
• Confirm crew start time and equipment needs: PPE, blower, hoses, ladders, scaffold.

7. Step 6 — Confirm With Sales (Sales Confirms With Homeowner)

• Notify the salesperson of the scheduled date.
• The salesperson confirms with the homeowner.
• Wait for homeowner confirmation before finalizing.

8. Step 7 — Move to “Job Scheduled” on ProLine

• Update CRM status and the internal schedule.

9. Step 8 — Pre-Install Preparation (Day Before or Morning Of)

Yard Sign

• Place a yard sign in a visible, pre-approved location.

Before Pictures

• Take attic-access photos, insulation levels, ductwork, and any pre-existing issues.

Cover Anything That Needs Protection

• Protect flooring, walls, and homeowner belongings near attic access.

Check Ventilation

• Verify ventilation and note any changes that will need to be made.

10. Step 9 — Move to “In-Progress” on ProLine

• Update the CRM when the crew begins work.

11. Step 10 — Verify Material Delivery

• Confirm the correct insulation type and quantity arrived on site.

12. Step 11 — Oversee Job Install

• Ensure proper air sealing.
• Install baffles and ventilation as needed.
• Install insulation to correct depth and R-value.
• Verify foam application (when applicable).
• Monitor safety and cleanliness.

13. Step 12 — Get Extra Materials (If Needed)

• Acquire additional insulation or supplies quickly.

14. Step 13 — Job Cleanup

• Vacuum the attic-access area.
• Remove debris and containment materials.
• Confirm the attic access is sealed properly.

15. Step 14 — Finalize With Homeowner

• Show before/after photos.
• Explain the new insulation depth and improvements.
• Answer questions.

16. Step 15 — Take Returns to Vendor

• Return all unused items to the vendor they came from.

17. Step 16 — Move to “Job Complete” on ProLine

• Update the CRM.
• Upload all final documentation to ProLine and CompanyCam.

18. Step 17 — Hand Back to Sales Team

• Notify the salesperson the job is complete.
• Sales handles final inspection, invoicing, and closing.

19. Related Documents

• Production Playbook: Roofing — companion workflow for roofing jobs.
• Install Day Playbook — on-site install execution.
• Spray Foam Rig Efficiency — daily crew operating standard.
• Blown In Attic Insulation Update: Inspect. Estimate. Close. — what sales is selling against.

20. Revision History

1. Purpose

Execute every roof installation safely, professionally, and consistently while protecting the homeowner's property and delivering a high-quality customer experience.

2. Phase 1 — Pre-Arrival Preparation

1. Confirm Delivery Logistics

• Contact the vendor to confirm delivery time.
• Document the ETA and communicate any changes immediately.

2. Confirm Crew Readiness

• Verify which crew is assigned.
• Communicate the confirmed delivery time to the crew lead.
• Confirm the crew understands arrival expectations.

3. Confirm With Homeowner

• Reach out to the homeowner to confirm the project is still on schedule.
• Reconfirm access needs: driveway, gates, pets, vehicles, etc.

3. Phase 2 — On-Site Setup

4. Place Yard Sign

• Install a yard sign in a visible, approved area of the homeowner's yard.

5. Take Before Photos

• Full property perimeter
• Landscaping
• Driveway
• Siding, windows, gutters
• Any pre-existing damage

6. Photograph Inside

• Capture clear photos of every existing gas appliance and vent in the home.

7. Crew Briefing

• Review:
  • Scope of work (doing vs. not doing)
  • Safety expectations
  • Property protection requirements

8. Walk the Property

• Walk the property multiple times to identify:
  • Hazards
  • Access points
  • Areas needing extra protection

4. Phase 3 — Delivery & Early-Day Tasks

9. Verify Delivery

• Confirm materials match the order:
  • Shingles
  • Underlayment
  • Accessories
  • Ventilation components
• Report discrepancies immediately.

10. Perform 5-5-10 Door Knock

• Knock 5 doors to the left, 5 to the right, and 10 across the street.
• Introduce yourself, explain the project, and provide contact info.

11. Acquire Extra Items

• If the crew requests additional materials or tools, retrieve them promptly.

12. Capture During-Install Photos

• Decking
• Underlayment
• Flashing
• Ventilation
• Any repairs

5. Phase 4 — Completion & Quality Control

13. Roof Inspection

• Inspect the completed roof for:
  • Proper installation
  • Flashing details
  • Ridge caps
  • Ventilation
  • Any discrepancies or concerns

14. Take Final Photos

• Full roof
• All slopes
• Gutters
• Ground cleanup
• Any replaced components

15. Nail Sweep

• Perform a thorough magnetic nail sweep of:
  • Yard
  • Driveway
  • Flower beds
  • Sidewalks

16. Debris Cleanup

• Remove all trash, packaging, and leftover materials.
• Leave the property looking better than when you arrived.

6. Phase 5 — Homeowner Wrap-Up

17. Walk Property With Homeowner

• Review:
  • Completed work
  • Cleanliness
  • Any concerns
  • Warranty information (when applicable)

18. Inside of Home

• Capture final photos of gas appliances (attic, closet, garage — wherever located).
• Check or install Carbon Dioxide (CO₂) detector.

19. Final Homeowner Check-In

• Confirm the homeowner is satisfied.
• Ask if they have questions.
• Thank them for their business before leaving.

7. Install Day Field Checklist

1. Pre-Arrival

• ☐ Confirm delivery time with vendor
• ☐ Confirm crew and communicate delivery time
• ☐ Confirm with homeowner (remind of locked gates, driveways, pets)

2. On-Site Setup

• ☐ Place yard sign in homeowner's yard
• ☐ Take before photos (full property, landscaping, siding, windows, gutters)
• ☐ Take photos of inside gas appliances
• ☐ Install ‘Catch-All System’
• ☐ Review scope with crew (what we're doing / not doing)
• ☐ Walk property multiple times for hazards & protection needs

3. Delivery & Early-Day Tasks

• ☐ Verify delivery matches materials ordered
• ☐ Complete 5-5-10 door knock
• ☐ Acquire any extra items requested by crew
• ☐ Capture during-install photos (decking, underlayment, flashing, repairs)

4. Completion & Quality Control

• ☐ Inspect roof upon completion (note discrepancies)
• ☐ Take final photos (roof, slopes, gutters, ground)
• ☐ Perform thorough nail sweep of entire property
• ☐ Clean up all debris and materials

5. Wrap-Up

• ☐ Walk property with homeowner
• ☐ Take final photos of inside gas appliances
• ☐ Confirm homeowner is satisfied before leaving

Notes / Issues

8. Related Documents

• Production Playbook: Roofing — the full production workflow.
• Production Playbook: Insulation — insulation production workflow.
• Winter Weather Shingle Roofing — cold-weather override rules.
• Final Inspection with Code Department — closeout step.

9. Revision History

1. Purpose

Establish the daily operating standard for Flatland's spray foam rig crew. Efficient operations cut downtime, keep crews safe, lift product quality, and grow the profit pool that funds raises, bonuses, and steady work.

2. Morning Organization

Crew LeadSet the day before anyone leaves the shop.

• Hold a brief team meeting:
  • Review prior day's issues.
  • Set expectations for the day.
• Review inventory: Personal Protective Equipment (PPE), prep supplies, materials, equipment.
• Plan the route to minimize fuel-stop time.
• Stock water coolers with ice, water, and Gatorade powder.

3. Job Site Preparation

• Position the rig in an easily accessible area to avoid relocating mid-job.
• Choose an entrance that minimizes hose length.
• Avoid muddy areas to keep equipment clean.
• Pre-cut plastic and caulk/foam surfaces before applying spray foam.
• Stage materials throughout the site for fast access and re-use.

4. Consistency & Task Assignment

• Assign the same daily tasks to the same person for consistency and speed.
• Confirm the prep, rig, and applicator roles know their responsibilities.
• Condition materials while prepping the site to save time later.
• Start work based on temperature and job difficulty.

5. Equipment & Tool Management

• Use the right tool and gun configuration for each task.
• Manage hoses actively — move, pull, and un-kink them as needed.
• Choose the fastest safe access method (scaffolding vs. stilts vs. ladders).
• Use cooling suits, vortex cool tubes, and hoods to keep workers comfortable.

6. Health, Safety & Hydration

• Encourage hydration with fluids and electrolytes throughout the day.
• Monitor worker health; rotate crew when needed.
• Start early to take advantage of cooler temperatures.
• Stick to the plan, but always look for ways to optimize movement and tasks.

7. On-the-Job Efficiency

• Plan ahead about what can be done during each trip across the site.
• Regularly check the rig, the applicator, and overall progress.
• Use the faster tool when applicable (e.g., ladders instead of scaffolding when speed is the constraint).
• Remove scarfed material and debris with the right tool: blower, vacuum, Ci cutter, or hand scarf.

8. Site Cleanup & Waste Management

• Walk the site regularly to catch issues or failures.
• Focus on housekeeping: consolidate materials, remove empties, handle waste correctly.
• Mix waste as needed and dispose of materials per regulation.

9. Why Efficiency Matters

Efficiency drives profitability, and the spray foam crew sits at the heart of it. Streamlined work doesn't just finish jobs — it returns value to the people doing them.

Efficiency = Profitability

• More output: efficient processes finish more work in less time without sacrificing quality.
• Lower cost: fewer mistakes, less rework, less wasted material.
• More revenue: faster completion lets the company take on more projects in the same window.

What efficiency gives back to the crew

• Higher pay potential: profitability funds raises, bonuses, and incentives.
• Job security: a profitable company is a stable one.
• Work-life balance: fewer late days, fewer overtime hours.
• Better working conditions: cleaner sites, safer practices, less stress.

10. Related Documents

• Production Playbook: Insulation — full insulation production workflow.
• Spraying Foam to Tyvek — technical guidance on substrate compatibility.
• Blown In Attic Insulation Update: Inspect. Estimate. Close. — what the crew is producing against.

11. Revision History

1. Purpose & Position

This document captures Flatland's position on applying spray foam directly to Tyvek house wrap, the technical reasoning behind it, and the answers our team gives when customers ask about leaving Tyvek in place. The goal is one consistent, accurate explanation across every sales and crew conversation.

2. Why Tyvek Is Not an Approved Substrate

• Foam-to-plastic adhesion is poor. Spray foam is a coating that is fundamentally a plastic. As a general rule, plastics don't adhere well to plastics. Tyvek is slightly porous, so some mechanical adhesion can happen only if the foam is still in a liquid form when it hits the wrap — and that is not reliable.
• You lose racking strength. Foam against the structural panel adds racking strength and hail protection; foam against Tyvek does not.
• It creates an area of dead space between the wrap and the structural panel.
• Moisture has nowhere to go. The foam pushes between the Tyvek and the boards/panels, forcing the Tyvek tight against the metal. Any moisture present at application is now trapped between two vapor barriers (the metal and the foam).
• Voids form during cure. The reaction temperature of the foam distorts the Tyvek, creating voids between the wrap and the metal. There is almost no way to get a consistent depth with Tyvek in place.
• Demonstrably weaker bond. Practitioners report a sheet of metal can be removed from a foam-on-Tyvek assembly with modest effort.

3. Common Counter-Arguments — and Honest Responses

“What if I want to run new wires later?” / “What about leaks under the metal?”

These are the same kind of objection: build to a worse standard now in case of an unlikely future change. Re-running wires through a foamed wall and major leaks under metal panels are both rare events. Living with measurably inferior assembly performance for the entire duration of the building to make those rare events slightly easier is a poor trade.

“Don't put closed cell on a roof deck — you won't see if your roof is leaking.”

Same pattern. The performance gain over decades vastly outweighs the convenience cost in the rare leak event, and modern moisture monitoring options exist.

4. The Correct Approach

• Remove the Tyvek before applying foam.
• Apply the foam directly to the metal/panel substrate.
• Result: more surface area, stronger adhesion, no trapped vapor barrier sandwich, consistent depth, and full racking-strength contribution.

5. Alternative Wrap Materials

If a wrap is required for the build, we recommend Typar in place of Tyvek for spray foam applications. Confirm specifics with the foam manufacturer for any given assembly before committing.

6. Related Documents

• Spray Foam Rig Efficiency — daily crew operating standard.
• Production Playbook: Insulation — broader insulation production workflow.

7. Revision History

1. Purpose

Ensure safe, consistent, high-quality shingle installations during winter weather, windy season, and dust-storm conditions. This SOP protects the integrity of the roof, the safety of the crew, and the reputation of Flatland Roofing & Insulation.

2. Foundational Principle

• If weather, wind, dust, frost, or temperatures are not ideal before tear-off, do not proceed.
• Once a roof is torn off, we are committed and lose flexibility.
• Delaying the start protects the job, the crew, and the customer.
• Stopping before tear-off prevents being forced into poor installation conditions.

3. Weather Requirements

Temperature

• Minimum ambient temperature for installing shingles: 55°F. This refers to the actual temperature at installation time, not the forecasted high.
• Ideal install temperature: average high of 55°F or warmer.
• Install during the warmest part of the day.

Wind

• Do not install when wind gusts exceed 30 mph.
• Do not install the day before high-wind events during windy season.
• High winds bring dust storms, which:
  • Prevent seal strips from bonding.
  • Cause long-term adhesion failures.
  • Contaminate underlayment and shingles.

Dust Storm Rule

• If dust is present or incoming:
  • STOP immediately.
  • Install only synthetic underlayment if the roof is already torn off.
  • Resume shingle installation once the dust risk has fully passed.

Frost & Ice

• If frost or ice is present anywhere on the roof — do not step onto the roof.
• Do not pry, walk, or work on frosted materials. Wait until thawed.

4. Weather Monitoring Protocol

48 hours before the job

Production CoordinatorVerify:

• Temperature trends
• Wind speeds
• Dust-storm potential
• Day-after conditions for adhesion

24 hours before the job

• Confirm install temperature will be above 55°F.
• Confirm wind gusts will be under 30 mph.
• Confirm no dust storms forecast for the 24–48 hours after install.

Morning of the job

Sales & Production ManagerVerify on site:

• Roof is dry, dust-free, frost-free, and ice-free.
• Ambient temperature is above 55°F.
• Winds are under 30 mph.
• All conditions still safe to proceed.

5. Material Handling & Loading (Stacking Rules)

• Never stack shingles over ridge lines.
  • Cold bundles bend over the ridge.
  • They will not flatten back out.
  • Result: tight shingle installation, fishmouths, lifted edges, early failure.
• Lay bundles flat ONLY.
• Do not stack more than 3 bundles high.
• Distribute weight evenly along rafters.
• Avoid stacking near eaves to prevent slipping.
• Handle gently — cold shingles crack easily.

6. Surface & Deck Preparation

Before installation:

• Confirm the roof deck is dry, clean, dust-free, frost-free, and ice-free.
• Remove all old nails.
• Replace damaged decking.
• Sweep away debris and frost.
• Never install underlayment or shingles on a wet or frozen surface.

7. Underlayment Installation

• Cap-nail the underlayment (staples are not allowed in winter).
• Lap and fasten correctly to prevent wind infiltration.
• Ensure the underlayment is tight and flat.

8. Flexible Scheduling Strategy

Winter and windy seasons require flexibility to achieve quality and avoid rework.

Approved scheduling approaches

• Tear-off one day, install shingles the next.
• Tear-off mid-day once temperatures rise above 40°F.
• Install shingles only in the warmest part of the day.
• Delay the entire job until conditions are safe.

9. Shingle Installation Procedures

Installation Temperature

• Install shingles only when ambient temperature is 40°F or above.
• Install during the warmest hours of the day.

Nailing

• Place nails on the proper line.
• No over-driven nails.
• No under-driven nails.
• Adjust compressor pressure for cold-weather material density.
• Nails must sit flush and perpendicular.

Shingle Handling

• Cold shingles can crack.
• Lay shingles flat before nailing.
• Confirm joints and overlaps are not distorted.
• Watch for shingle edges lifted by cold memory.

10. Adhesion Requirements

Seal-Strip Limitations

• Seal strips may not bond until temperatures reach 55°F or above.
• Dust prevents sealing.
• Cold weather significantly delays curing.

Hand-Sealing

• Apply additional hand-sealing or manual tab pressure as needed to keep shingles flat until temperatures warm enough for seal activation.

11. Tear-Off Procedures

Before Tear-Off

• Re-evaluate real-time conditions.
• Confirm safe temperature, low wind, no frost, no dust.
• If conditions decline, STOP.

During Tear-Off

• Remove all shingles and nails.
• Inspect decking.
• Repair as needed.
• Install synthetic underlayment immediately.
• Install flashings and drip edge.
• Fully secure edges with cap nails.

After Tear-Off

• If weather changes (wind, dust, frost, cold):
  • Do not install shingles.
  • Fully dry-in and secure the roof.
  • Install shingles the next safe day.

12. Safety Requirements

• No roof access with frost or ice.
• Use winter Personal Protective Equipment (PPE): gloves, boots, insulated clothing.
• Ladders must be on dry, stable ground.
• Stop work if wind or dust becomes unsafe.
• Monitor for slipping hazards.

13. Post-Install Inspection

Crew LeadVerify:

• No fishmouths.
• Shingles lie flat.
• No brittle or cracked shingles were installed.
• Proper nail placement.
• Flashings installed correctly.
• Tabs are pressed down (hand-sealed as necessary).

Follow-Up Check

• Return 48–72 hours later when warmer weather arrives to verify full adhesion.
• Document with photos.

14. Customer Communication Requirements

15. Related Documents

• Install Day Playbook — standard install-day operations.
• Production Playbook: Roofing — full roofing production workflow.
• Final Inspection with Code Department — closing out the project.

16. Revision History

1. Purpose

Ensure every Flatland Roofing & Insulation project passes the city or county final inspection on the first attempt. A clean pass keeps schedules on track, gets jobs invoiced faster, and protects the company's standing with local code departments.

2. Scope

This Standard Operating Procedure (SOP) applies to every roofing or insulation project that requires a municipal inspection before closeout.

3. Roles & Responsibilities

4. Procedure

Step 1 — Verify Job Completion

• Confirm 100% of the scope of work is complete, including punch-list items.
• Confirm work meets local code and the manufacturer's installation specifications.
• Confirm permits are visible and accessible on site.
• Take final job photos (roof, attic, insulation, ventilation, etc.) and upload them to CompanyCam for internal documentation.

Step 2 — Review Inspection Requirements

• Pull the inspection checklist or requirements for that city or county.
• Confirm whether the homeowner or contractor must be present.

Step 3 — Schedule the Final Inspection

• Call or schedule online with the city's code department.
• Record the date and time; share it with the internal team and the homeowner.
• Include gate codes, directions, and any special site notes.

Step 4 — Prep the Jobsite

• Clean the site thoroughly — no debris, nails, or material scraps.
• Make sure all visible work (flashing, vents, insulation, etc.) is neat and to code.
• Leave any required inspection tags or documentation visible.

Step 5 — Meet the Inspector When Possible

Step 6 — Pass or Correct

• If the job passes: document the result and close the permit.
• If corrections are required: write them down clearly, notify the team, schedule the repair work, and reschedule the reinspection once the corrections are complete.

Step 7 — Final Documentation

• Save the inspection result and any sign-offs in the project file.
• Notify the office so the job can be closed out and final invoicing can proceed.

5. Notes

• Always be respectful and cooperative with inspectors — our reputation matters.
• For cities with stricter enforcement, double-check every code-sensitive area before scheduling the inspection.

6. Related Documents

• Install Day Playbook — on-site quality control prior to inspection.
• Production Playbook: Roofing — pre-inspection job state.
• Closeout Packet (template) — documents that travel to the customer after a clean pass.

7. Revision History

1. Purpose

This Standard Operating Procedure (SOP) establishes a consistent, step-by-step process for every customer-paid roof repair Flatland Roofing & Insulation performs. It defines what each role owns at each stage and what the team must document, so every customer receives the same level of quality, communication, and follow-through.

2. Scope

This SOP applies to all team members involved in selling, scheduling, executing, or invoicing customer-paid (out-of-pocket) roof repairs. It does not cover insurance-driven storm-damage work — see the Insurance Process (Storm Damage) SOP for that workflow.

3. Roles & Responsibilities

4. Definitions

• Out-of-pocket repair: A repair the homeowner pays directly, not routed through an insurance claim.
• Repair eligibility: The repair can be completed without damaging surrounding materials, AND compatible insurable materials are available.
• Repair area: The specific section(s) of roof addressed by the work order. The warranty applies only to this area.
• See the Glossary for tool and acronym definitions (ProLine, CompanyCam, etc.).

5. Training Reference

Watch the Loom training video — Internal Roof Repairs Overview before performing your first repair.

6. Procedure

Step 1 — Initial Inspection & Damage Assessment

SalespersonInspect the entire roof and complete a damage report.

• Conduct a full roof inspection and document every visible damage point and required repair.
• Confirm repair eligibility against both criteria below before offering the customer an out-of-pocket repair.

• If both conditions are met, present the repair option to the customer and clearly explain the out-of-pocket process.
• If either condition fails, route the customer to the Spot Repairs to Full Replacement SOP and recommend a full replacement path instead.

Step 2 — Repair Estimate & Customer Agreement

SalespersonBuild the estimate in ProLine using the Roof Repair Template.

• Include in every estimate:
  • Specific scope of repair
  • Materials, labor, and the 3-hour minimum charge
  • Timeline and payment terms
• Meet a $1,000 minimum. The Sales Manager must approve any exception in advance.
• Pay commissions at the same rate as a roof replacement — repairs often become full replacements over time.
• Review the estimate with the customer and obtain their signed approval before scheduling.

Step 3 — Initial Payment Collection

SalespersonCollect the deposit and confirm clearance before handing off to scheduling.

• Collect 50% of the total invoice as a deposit.
• Confirm the deposit has cleared before notifying the Repair Technician.
• Notify the Repair Technician that the project is ready to schedule.

Step 4 — Repair Scheduling & Preparation

Repair TechnicianSchedule the repair and stage everything needed for the job.

• Contact the customer to schedule the repair date.
• Gather all materials, tools, and labor required for the scope of work.
• Confirm weather and access conditions are appropriate for repair day.

Step 5 — Repair Execution & Documentation

Repair TechnicianComplete the repair and document everything to CompanyCam the same day.

• Complete the repair per the approved scope.
• Upload all jobsite photos and notes to CompanyCam on the same day as the work.
• If the job requires repairs beyond the original scope, complete them when feasible and:
  • Document everything thoroughly.
  • Report the scope change to management immediately.
  • Note that the cost of items the Salesperson missed will be deducted from that job's commission.

Step 6 — Final Invoicing & Payment Collection

Office / AdminIssue the final invoice and close the project.

• After the repair is complete and the documentation has been reviewed, send the final invoice for the remaining 50% balance.
• Follow up until the customer pays in full.
• Mark the project Completed in the CRM.

7. Minimum Labor Charge Policy

• A 3-hour minimum labor charge applies to every repair, regardless of actual on-site time.
• Reflect this charge in every estimate.
• Sales team members must explain this charge to the customer before work begins.

8. Warranty Policy — Repairs

Flatland Roofing & Insulation provides a limited guarantee on the specific repair area(s).

9. Team Reminders

• Upload all photos to CompanyCam the same day.
• Document and report every scope change immediately.
• Maintain clear, professional communication with the customer at every step.

10. Related Documents

• From Spot Repairs to Full Roof Replacement — when a repair is no longer the right path.
• Insurance Process (Storm Damage) — for insurance-driven repairs.
• Emergency Tarping & Temporary Repairs — for storm-related stabilization.
• Software Tools for Residential Roofing — ProLine and CompanyCam reference.

11. Revision History

1. Purpose

Keep Tyrell's personal business inbox organized, efficient, and focused on high-value work. The Email GPS system lets Rhowel manage, filter, and draft messages so Tyrell only handles key decisions and personal communications.

2. Overview

The system combines Gmail labels, filters, and Multiple Inboxes view to triage messages quickly.

• Rhowel manages day-to-day inbox flow.
• Tyrell reviews only the most important or decision-based items.

3. Label Structure

4. Daily Responsibilities

Morning Sweep (8:00–9:00 AM)

Rhowel

• Review every new email.
• Assign labels:
  • ! Tyrell → personal / high-level items.
  • 2. Review → needs Tyrell's input or decision.
  • 3. To Respond → routine messages to draft or send.
  • 5. Waiting On → follow-ups awaiting response.
• Draft every possible reply in 3. To Respond.
• Move financial or invoice emails into 6. Financials.

Tyrell

• Check only ! Tyrell and 2. Review once per morning.
• Respond or approve drafts.

Midday Check (1:00 PM)

Rhowel

• Check 5. Waiting On for updates from clients or vendors.
• Follow up if no reply after 48 hours.
• Finalize and send approved replies from Tyrell's morning review.

End-of-Day Summary (4:30–5:00 PM)

Rhowel sends a quick recap via Slack or email:

Daily Inbox Summary (Apr 29)
! Tyrell      — 1 new
2. Review     — 2 pending approvals
3. To Respond — all handled
5. Waiting On — 2 client follow-ups

5. Label Logic

6. Filter Automation Rules

7. Email Template Library

Stored in Gmail Templates:

• Lead acknowledgment / inspection scheduling
• Quote follow-up
• Invoice reminder
• Warranty inquiry
• Vendor coordination

Rhowel uses templates as drafts, personalizing before sending or moving to 2. Review for Tyrell's approval.

8. Weekly Maintenance (Fridays)

Rhowel

• Clear 4. Responded older than 5 days → archive.
• Review 5. Waiting On and follow up where needed.
• Verify 6. Financials with the bookkeeper.
• Adjust filters if new vendors or clients appear.

Tyrell

• Review any bottlenecks or missed communications with Rhowel.
• Approve or tweak templates as needed.

9. Communication & Quality Standards

• Inbox-zero goal: end of each day.
• Response time: within 2 business hours during the workday.
• Every sent email must:
  • Use a professional, courteous tone.
  • Include the Flatland Roofing & Insulation signature block.
  • Follow label logic after sending (move to 4. Responded).

10. Troubleshooting

11. Review Cycle

• This SOP is reviewed quarterly (January, April, July, October).
• Updates are logged in Google Drive under Email SOP — Tyrell.
• Changes are approved jointly by Tyrell and Rhowel.

12. Related Documents

• Facebook Ads Follow-Up — Rhowel's outbound call workflow.
• Facebook Community Engagement — brand voice across channels.

13. Revision History