# SOP templates for a home services business

Owner: Owner or operations manager
Runs: Set up once, reviewed each season

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.

---
Template from SOPCompass (https://sopcompass.com/templates/home-services-field-crew-sops). Free to use and adapt.