01
Purpose 📋
The purpose of this SOP is to make execution predictable after the sale so the customer experience, schedule, scope, and profitability stay under control.
Why This SOP Exists
- Predictability: Customers know when work will happen and what to expect
- Quality: Every job meets the same professional standards
- Profitability: Scope is protected and scope creep is minimized
- Risk Management: Subcontractor performance is monitored and managed
- Efficiency: Operations run smoothly without bottlenecks or surprises
Scope of This SOP
This SOP applies to all project work after the sale is closed:
- Direct Sea Cool crew installation work
- Work involving subcontractors or external labor
- Service and warranty work
- Scheduling, materials, and site coordination
Golden Rule
Sales closes the deal. Operations delivers the promise. This SOP ensures we deliver.
02
Sales to Ops Handoff 🤝
No job should be scheduled without a complete handoff package from sales. This ensures operations has everything needed to execute the job on time, on budget, and to customer expectations.
Required Handoff Package
Before Operations Can Schedule a Job: Sales must provide a complete package. Missing information blocks scheduling.
Scope & Pricing Confirmation
- Written scope of work — What is included and excluded
- Approved pricing — Total contract price and any deposits collected
- Product specifications — Film type, shade style, color, finish
- Quantity and measurements — Square footage, window count, specifications
- Customer sign-off — Proposal approved and signed
Site & Location Details
- Customer name, address, phone — Complete contact information
- Site notes — Access details, parking, entry instructions, site hazards
- Site photos — Before pictures showing the windows/surfaces
- Measurements — Accurate window dimensions or shade sizes
- Special conditions — Occupied/unoccupied, furniture, existing fixtures
Payment & Deposit Status
- Deposit collected? — Confirm % and amount received
- Payment method — Credit card, check, cash, or other
- Payment terms — Balance due before, during, or after completion
- Invoice ready — Template prepared for final billing
Risk Flags & Constraints
- Material availability — Long lead time items flagged
- Customer constraints — Schedule restrictions, access windows, preference times
- Technical challenges — Difficult window types, special preparation needed
- Warranty concerns — Any known surface conditions affecting warranty
- Customer personality — Difficult customer, perfectionist, high maintenance noted
Operations Rule: If any required info is missing, do not schedule the job. Contact sales immediately. A 2-minute clarification call now prevents a failed installation later.
Handoff Checklist
| Item | Status | Who Provides | Who Verifies |
|---|---|---|---|
| Customer Contact Info | ✓ Required | Sales | Operations |
| Approved Scope Document | ✓ Required | Sales | Operations |
| Signed Proposal/Contract | ✓ Required | Sales | Operations |
| Deposit/Payment Confirmation | ✓ Required | Sales | Operations |
| Site Photos | ✓ Required | Sales | Operations |
| Measurements & Specifications | ✓ Required | Sales | Operations |
| Site Notes & Access Details | ✓ Required | Sales | Operations |
| Special Constraints/Flags | ✓ Required | Sales | Operations |
03
Scheduling 📅
Scheduling is the bridge between sales and execution. Once a handoff package is complete, operations schedules the job based on crew availability, customer preferences, and material readiness.
Scheduling Priority
| Priority | Work Type | Scheduling Window | Notes |
|---|---|---|---|
| PRIORITY 1 | New sold work (revenue generating) | Within 2 weeks | Fill the schedule with new revenue first |
| PRIORITY 2 | Customer-requested reschedules | Within 1 week | Minimize customer inconvenience |
| PRIORITY 3 | Warranty service work | Within 2 weeks | Maintain warranty reputation |
| PRIORITY 4 | Non-warranty service calls | As time permits | After revenue and warranty work |
Crew Assignment
Crew assignment is based on availability, skill level, and project complexity:
- Standard residential work — Any qualified crew member
- Commercial projects — Assign most experienced crew leaders
- Difficult surfaces or techniques — Assign specialists
- High-value customers — Assign your best crew and team lead
- Training opportunities — Pair junior crew with experienced crew lead
Customer Confirmation
Before Finalizing Schedule: Always confirm with customer. Never surprise them with a scheduled date.
Once a date is tentatively available, contact the customer with a specific date and time window:
- Preferred date and backup date — Give options
- Time window — "Between 9am-12pm" or "All day"
- Crew size — How many people, expected duration
- Preparation needs — Move furniture, clear surfaces, etc.
- Confirm 24 hours before — Call or text day before to confirm attendance
No-Show Rule: If a customer doesn't confirm or cancels with less than 24 hours notice, charge a $75 rescheduling fee or reschedule at customer's cost for the next available opening (may be weeks out).
04
Materials & Readiness ⚙️
No job should be released to field unless scope, material, labor plan, and site conditions are confirmed ready.
Material Ordering & Lead Times
- Check lead times immediately — When job is handoff approved, check if materials are in stock or need ordering
- Order early for long-lead items — Window film specialty colors may take 2-3 weeks
- Confirm ETA — Always confirm expected delivery date from supplier
- Receiving verification — Check materials against packing list for shortages before job release
- Report shortages immediately — If material is short, contact supplier and adjust schedule before customer date
Pre-Release Verification
Job Release Checklist: Before releasing a job to field, verify all of these are true.
| Verification Item | Pass / Fail | Action if Failed |
|---|---|---|
| Materials in stock | ✓/✗ | Reschedule job if materials not ready |
| Scope clearly documented | ✓/✗ | Clarify with sales before proceeding |
| Crew assigned & available | ✓/✗ | Adjust schedule to find available crew |
| Customer confirmed date | ✓/✗ | Reschedule with customer confirmation |
| Site conditions suitable | ✓/✗ | Contact customer about site preparation |
| Risk flags reviewed | ✓/✗ | Brief crew on any special concerns |
| Weather acceptable | ✓/✗ | Reschedule if weather will impact work |
05
Installation Execution 🚀
The installation is where all the planning comes together. Crew professionalism, preparation, and execution determine customer satisfaction and final quality.
Pre-Job Crew Briefing
Before leaving for a job, the crew lead must review:
- Customer name and address — Confirm you're going to the right place
- Scope of work — What we're installing, how many windows/doors
- Product specifications — Film type, finish, color details
- Site access & parking — Where to park, entry location
- Special instructions — Time-sensitive work, occupied/unoccupied, moving furniture, customer preferences
- Risk flags — Difficult surfaces, high-maintenance customer, warranty concerns
- Expected duration — How long the job should take
- Weather conditions — Will weather impact the work?
Arrival & Site Setup
First Impression Standards: The first 5 minutes set the tone. Arrive professional, prepared, and on time.
- Arrive 5-10 minutes early — Shows professionalism and respect for customer's time
- Park professionally — Don't block driveway or take customer's spot
- Knock/ring bell politely — Announce yourself clearly
- Greet with professionalism — Clean uniform, friendly demeanor, brief introduction
- Confirm scope with customer — Walk through what you're doing, answer any last questions
- Protect the home — Lay down drop cloth, protect flooring, furniture, fixtures
- Set up work area — Organize materials, tools, and workspace for efficiency
Quality Standards During Work
| Standard | Requirement | Why It Matters |
|---|---|---|
| Clean workspace | Keep work area organized, sweep debris regularly | Prevents damage, maintains professionalism, avoids safety hazards |
| Surface protection | Protect all interior surfaces and flooring | Prevents accidental damage to customer property |
| Tool care | Use proper tools, don't improvise | Protects surfaces and ensures quality installation |
| Proper technique | Follow product instructions and SOP guidelines | Ensures durability and customer satisfaction |
| Communication | Update customer on progress, address questions | Builds confidence and manages expectations |
| Professional behavior | No inappropriate language, no phones, stay focused | Reflects on Sea Cool brand and professionalism |
Documenting Issues
If any issue is discovered during installation (surface damage, warranty concern, scope change), the crew lead must:
- Document with photo — Take clear photo of issue
- Note the details — What is the issue, how does it affect the work
- Inform operations immediately — Call or text before leaving site
- Get customer sign-off — Show customer the issue and how it will be handled
- Do not proceed without approval — Escalate to management if customer is unhappy
End-of-Day: Cleanup & Photos
- Complete final cleanup — Sweep, remove all debris, restore customer's home
- Take completion photos — Document the finished work from multiple angles
- Verify customer satisfaction — Walk through completed work with customer
- Collect payment (if balance due) — Process remaining balance per agreed terms
- Get customer signature — Sign-off confirming work is complete and satisfactory
- Leave warranty info — Provide care instructions and warranty documentation
Critical Requirement: Completion photos are mandatory. No exceptions. Photos protect us in disputes and document the work quality.
06
Completion & Closeout 🎯
Project closeout finalizes the work, collects final payment, documents completion, and archives all project files.
Final Walkthrough & Signoff
- Inspect all work — Crew lead walks through with customer to verify quality
- Address punch list items — Any minor issues should be fixed before customer signs off
- Get customer approval — Customer confirms work is complete and satisfactory
- Collect final payment — If any balance remains per contract terms
- Customer signs completion form — Provides legal confirmation of acceptance
Post-Completion Documentation
| Document | Required | Purpose |
|---|---|---|
| Completion photos | ✓ Yes | Document finished work quality |
| Customer signature/approval | ✓ Yes | Confirms customer acceptance |
| Final invoice | ✓ Yes | Billing and accounting record |
| Warranty documentation | ✓ Yes | Provided to customer |
| Care instructions | ✓ Yes | How to maintain the work |
| Crew time sheet | ✓ Yes | Labor tracking and payroll |
| Materials used | ✓ Yes | Inventory and cost tracking |
File Archiving
After closeout, all project documents are archived in the project folder:
- Original proposal and signed contract
- Site survey notes and measurements
- Before and completion photos
- Final invoice and payment confirmation
- Crew time sheet and labor costs
- Materials used and costs
- Customer feedback or complaints (if any)
- Warranty information and start date
Invoice Release: Final invoice is released only after customer sign-off on completion. This protects payment and ensures work quality is confirmed.
07
Service & Warranty 🛡️
Warranty work is how we earn trust and build long-term customer relationships. Service issues must be categorized, prioritized, and resolved quickly.
Warranty vs Non-Warranty Triage
When in doubt, honor the warranty. Customer satisfaction and reputation are worth more than a single service call cost.
| Issue Type | Coverage | Example | Responsibility |
|---|---|---|---|
| Defect in workmanship | ✓ Warranty | Bubbles, wrinkles, edge lifting | Sea Cool re-does at no cost |
| Product defect | ✓ Warranty | Material failure, discoloration | Sea Cool replaces product at no cost |
| Customer misuse or damage | ✗ Not warranty | Scratches, abuse, improper cleaning | Customer pays for repair/replacement |
| Acts of nature | ✗ Not warranty | Storm damage, extreme heat, UV fade | Discussed with customer on case basis |
| Unclear/disputed | ⚠️ Case-by-case | Possible environmental factor | Document, escalate to management |
Service Call Scheduling
- Warranty calls: Schedule within 5-7 business days
- Non-warranty calls: Schedule within 2-3 weeks or as time permits
- Emergency calls: (Water damage, safety hazard) schedule within 24 hours
- Customer communication: Call customer to discuss issue before sending crew
Service Quality Rule: Every service call that could have been prevented is a failure. Document root causes and use them to improve processes.
08
Subcontractor Rules 🤝
Subcontractors work on behalf of Sea Cool. They must operate inside Sea Cool standards, not outside them. Poor subcontractor performance damages our reputation and profitability.
When Subcontractors Can Be Used
Subcontractor Rule: Subcontractors are used only when Sea Cool crew is unavailable. Never use a subcontractor when Sea Cool crew can do the work.
Subcontractors are approved for:
- Peak season overflow — When crew is fully booked
- Specialized skills — When work requires expertise we don't have in-house
- Geographic coverage — When work is far outside our normal service area
- Emergency/urgent work — When customer needs immediate service and crew is unavailable
Subcontractor Approval Authority
| Project Value | Approval Required From | Timeline |
|---|---|---|
| Under $1,000 | Operations Manager | Verbal approval acceptable |
| $1,000 - $5,000 | Albert | Written approval required (email) |
| Over $5,000 | Albert | Written approval + cost justification required |
Subcontractor Requirements
Non-Negotiable Requirements: Before any subcontractor can work, they must provide:
- Insurance certificate (COI) — Minimum $1M general liability, Sea Cool named as additional insured
- Signed contract — Defining scope, pricing, timeline, and quality standards
- Background check — For any crew entering residential properties
- References — At least 2 recent customer references
- Written scope — Clear definition of what they're doing, what they're NOT doing
- Pricing agreement — Fixed price, cost breakdown, any additional charges
Quality Control & Supervision
Sea Cool remains responsible for subcontractor performance. Quality control measures:
- Site visits during work — Spot-check major jobs to ensure quality
- Pre-job briefing — Operations manager briefs subcontractor on scope, quality standards, customer expectations
- Photo documentation — Before, during, and after photos required
- Customer sign-off — Customer must approve work before final payment
- Punch list resolution — Any issues must be resolved by subcontractor at no additional cost
- Payment holds — Retain 10-15% of payment until customer feedback is received
Subcontractor Payables Approval
Never pay a subcontractor until: Customer has signed off and all punch list items are complete.
| Payment Stage | When Paid | Amount | Approval Required |
|---|---|---|---|
| 50% Advance | Upon signed contract | 50% of agreed price | Authorized signatory |
| 40% Upon Completion | After customer sign-off | 40% of agreed price | Operations verification |
| 10% Final (Retention) | 7 days after completion | 10% of agreed price (held back) | No customer issues reported |
Subcontractor Flag Rule: If a subcontractor has repeated quality issues, payment disputes, or customer complaints, stop using them immediately. Report to Albert and mark as "Do Not Use."
09
Escalations 🚨
When normal procedures don't resolve an issue, escalation prevents small problems from becoming customer-facing failures.
When to Escalate
| Issue Type | Initial Response | Escalate If | Escalate To |
|---|---|---|---|
| Schedule conflict | Attempt to reschedule | Customer unhappy with reschedule options | Operations Manager → Albert |
| Jobsite issue | Crew documents, calls operations | Customer unhappy or scope change needed | Operations Manager immediately |
| Scope ambiguity | Review contract with sales | Cannot determine what's included/excluded | Albert for final decision |
| Customer dissatisfaction | Listen, understand, attempt resolution | Customer threatens legal action or social media | Albert immediately |
| Subcontractor performance | Address with subcontractor directly | Issue not resolved or repeated | Albert — consider terminating relationship |
| Payment disputes | Review contract and invoice | Customer won't pay or disputes charge | Albert for negotiation/legal |
Escalation Process
Step 1: Document the Issue
- What is the problem?
- When did it occur?
- Who is involved?
- What attempts have been made to resolve?
- Photos or written evidence
Step 2: Notify Management
- Call or text immediately if time-sensitive
- Send email summary with documentation
- Include recommendations for resolution
Step 3: Await Direction
- Do not take further action without approval
- Do not contact customer without direction
- Be ready to execute decision immediately
Step 4: Execute & Follow Up
- Execute the approved resolution
- Document the action taken
- Confirm customer satisfaction
- Report back to management
Pro Tip: Most escalations can be avoided with clear communication and expectation-setting at the beginning. An ounce of prevention is worth a pound of cure.