SOP templates for a home services business

Home services work happens in customers’ homes, often with no manager on site, so crews need procedures they can follow on a phone. These SOPs cover the path from first call to follow-up, ordered by stage, with crew payroll at the end. Replace the [bracketed] values with your own.

Lead acquisition: take a new lead

Purpose: Capture every call and form with the details needed to quote.

1. Answer or return every call and form within [1 business hour] during office hours.
2. Record the name, address, contact details, the problem or project, photos if available, and how they heard of you in [CRM].
3. Check the service area and whether the job is a type you do.
4. Book the estimate or, for simple jobs, give the price range from the price book.
5. Send a confirmation by text or email with the date, time window and who is coming.

Sales execution: give an estimate

Purpose: Price the job accurately and show the customer you understand it.

1. Arrive on time and call ahead if you will be late.
2. Walk the job with the customer and ask what outcome they want.
3. Measure and photograph everything you need to price the job, and upload to [CRM].
4. Price it from the price book. Anything outside it goes to [estimator or owner].
5. Send the written estimate within [1 business day], listing what is and is not included.
6. Follow up at [2 and 7 days].

Sales execution: schedule a sold job

Purpose: Turn an approved estimate into a scheduled job with materials ready.

1. Collect the signed estimate and deposit, if your terms require one.
2. Schedule the job in [scheduling tool] with a crew, date and time window.
3. Order materials so they arrive at least [2 business days] before the job.
4. Confirm with the customer [2 days] before: arrival window, access, pets, parking and anything they need to move.
5. Send the crew lead the job sheet with scope, photos, notes and the customer’s contact details.

Fulfillment: set up the job site

Purpose: Start every job safely, protect the customer’s home and confirm the scope before work begins.

1. Park where you will not block the customer or neighbors.
2. Introduce yourself to the customer and confirm the scope on the job sheet.
3. Photograph the work area before starting, including any existing damage.
4. Protect the home: floor runners, drop cloths and covers where you will work.
5. Set up safely: follow the job’s safety steps, mark hazards, and keep walkways clear.
6. Tell the office if anything differs from the job sheet before doing extra work.

Fulfillment: check equipment

Purpose: Keep vehicles and equipment safe and working so jobs are not lost to breakdowns.

1. Inspect the vehicle at the start of each day: lights, tires, fluids and load secured.
2. Check each tool against the vehicle’s equipment list, and test the ones the day’s jobs need.
3. Tag out any damaged equipment and do not use it.
4. Report faults in [maintenance log] the same day with a photo.
5. Restock consumables at the end of the day from the par list.

Fulfillment: close out the job and follow up

Purpose: Finish every job to the same standard and earn the next one.

1. Walk the finished job with the customer and fix anything small on the spot.
2. Clean up and remove all debris and protection.
3. Photograph the finished work and upload it to the job.
4. Collect payment or confirm the invoice is sent the same day.
5. Ask for a review within [2 days] of completion.
6. Set a reminder in [CRM] for any maintenance the job will need.

Company: process crew payroll

Purpose: Pay crews correctly and on time across every location.

1. Collect hours from [time tracking app] after the pay period closes.
2. Check hours against the schedule and job records, and ask crew leads about differences.
3. Add approved bonuses or reimbursements with their approvals.
4. Get approval from [owner or operations manager] before the cutoff.
5. Submit payroll in [payroll provider], which handles withholding per your jurisdiction’s requirements, and file the approved hours.