Over the past two years, I’ve built over 50 fully developed call center ecosystems for roofing and construction companies. During this time, I’ve identified critical flaws that often go unnoticed until our model places a microscope over their internal sales and operations while pumping them full of appointments.
The reality is that many companies lack key SOPs to scale effectively. When the floodgates of high-quality appointments open, the absence of structured processes becomes glaring. Here are the most common gaps we’ve seen, and why addressing them is crucial:
1. Project Handoff Process
Sales → Dispatch:
Sales reps complete a standardized intake form, capturing customer expectations, materials needed, timelines, and special requests.
Dispatch confirms receipt and schedules a project kick-off meeting with Operations.
2. Operations Department Roles & Responsibilities
Project Managers:
Oversee projects from start to finish, ensuring timelines, budgets, and customer expectations are met.
Communicate with QC managers and dispatch to keep everything aligned.
Site Supervisors:
Ensure on-site quality control, safety checks, and daily progress reports to Project Managers.
Material Coordinators:
Procure materials as per the sales agreement, manage inventory, and ensure timely delivery to job sites.
3. Installation Workflow SOP
Pre-Job Preparation:
Verify permits and paperwork.
Assign crews and conduct job briefings.
On-Site Installation:
Follow safety protocols, track daily progress, and address unexpected issues immediately.
Post-Installation Inspection:
QC Manager conducts the final walk-through and captures customer feedback.
4. Client Communication SOP
Pre-Installation Communication:
Dispatch provides customers with timelines and preparation checklists.
During Installation:
Daily updates via text or email and a dedicated point of contact for questions.
Post-Installation:
Ensure satisfaction with surveys and offer referral incentives.
5. Warranty & Follow-Up SOP
Establish a standardized process for honoring warranties and addressing customer concerns post-installation.
Schedule follow-up calls at 30 days and 1 year to maintain strong relationships.
When we flood sales organizations or roofing companies with a consistent flow of high-quality appointments, many are shocked. Why? Because they’ve been burned by bad leads before, and our system highlights inefficiencies in how they nurture and manage incoming opportunities.
The problem isn’t the appointments—it’s the lack of infrastructure to properly handle and capitalize on them. Having a defined process for every department is crucial for success.
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Group Manager, Planning at John Holland
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