Policy and Operating Procedure
Our goal is to have the most efficient operating procedures possible. The policies and procedures below will change as the company grows. We encourage all of our management team to email any suggestions or ideas to Pierce@facotrydirectroofing.net, henry@factorydirectroofing, firstname.lastname@example.org
MARKETING AND BUSINESS DEVELOPMENT POLICY AND PROCEDURE
We offer; Visit the various pages on our site to learn more about our services. If you have any questions, contact email@example.com. The more you understand and can articulate the services that we offer. The more closed contractors you are likely to get.
- Roof Restoration for all types of roofs
- Roof Repairs
- Walking Deck. new or restored
- Concrete tile re-color
- Free Preferred Customer Agreement
- Annual Roof Inspections
- Full-Service Roof Care and Preventative Maintenance Plans
What the marketing department does
- Keep current clients engaged and in the loop. We can do the best job for some, and still, by the nature of being human. They can still forget about us the next time they need a roof. We do this by:
- Dropping a friendly email every few months
- Seasonal emails (our monsoon season starts in June and runs thru to September)
- FDR sponsored events
- Our monthly newsletter emails (Henry does this using the company Mail Chimp Account)
- Following them on LinkedIn and liking, commenting, and sharing their post
- Doing repeat lunch and learning whenever possible
- Participating in any industry association events they are also a part of (this is also one of the ways we find new clients)
- Selling them a roof care plan is the best way to keep our company top of mind.
- When a marketing person receives a bid request, they will reply to that request and CC the estimator and bidding director on the email. “Thank you for your request. I cc’d Pierce on this email. He is our director of estimating and budding. And he will take good care of you. Let me know if I can help in any way.”
COMPANY LITERATURE AND OTHER MARKETING MATERIALS
WILL PLACE A ZIP FOLDER HERE WITH THE FINAL MARKETING MATERIALS
FDR SALES/ESTIMATOR POLICY AND PROCEDURE
- Schedule a site visit with the client. Get any access information and or codes from the client.
- Please arrive early and survey the area and the site itself.
- Access the roof at the appropriate access points, and survey the current condition of the roof.
- Using the Fastfieldforms APP “Roof Survey” to document the current condition of the roof and take photos; of the overview, parapet walls, coping, penetrations and transitions, equipment curbs, condensation, and other pipes and conduits on the roof, the drain system(s)
- Measure the square footage while on-site or using google earth (always include walls and curbing in your square footage measurements)
- Pierce Sinclair, CFO, will provide you with the square footage cost (always reach out to Pierce with any cost/estimating questions)
- Complete the bid document in full
- Submit the bid document to Pierce for his review and acceptance
- Deliver the bid document to the client;
“Thank you for this opportunity to submit our bid for the _____ work at ______. Let me know if you have any questions. When is the best time for me to follow up with you?”
- Follow up with the prospect as appropriate;
“I wanted to follow up on the bid we submitted for the roof work at ______. Thank you in advance for your time.”
Use this graphic when estimating a roof with a slope
ADMINISTRATIVE POLICY AND PROCEDURE
ONBOARDING A NEW PROJECT
- Received a fully executed contract
- Create a new folder on the external hard drive using the project name that the sales/estimator person assigned to the project.
- Place the contract and roof survey in the folder
- Create a new customer in quick books
- Prepare a down payment invoice for 50% of the total contract cost (refer to the contract for the pricing information. If you have any questions about cost, contact firstname.lastname@example.org or (623) 999-0744. Always use the project name in the subject of your email)
- Send an email to the client and any additional billing email address as required by the client with the following documents, and CCing our insurance agent on the same email; the executed contract and the down payment invoice: a current w9 and a letter of expectation. (OR INCLUDE THE CONTENT AS PART OF THE INITIAL EMAIL) –
“Thank you for your business; we truly appreciate your trust in us. Please find your downpayment invoice, a w9, and our letter of expectation attached to this email. I have also cc’d our insurance agent, who will follow up with a copy of our Certification of Insurance. Let me know if you have any questions.”
- Download the invoice and the COI (once our agent has sent it) into the client’s folder on the external drive.
- In Quick Books find the customer and create a final invoice. The final invoice will generally be the same amount as the downpayment invoice. If you have any questions about the final invoice, contact email@example.com or (623) 999-0744
- Send an email with the project name and the phrase “close out” in the subject line to the client and their billing department, attaching these documents; the final invoice, warranty documents (provided by the production department), and a Roof Care and Preventative Maintenance Proposal (provided by the sales/estimator or Pierce). Always cc all of the owners.
- “Thank you again for placing your trust in us. We hope you are satisfied with our work. As always, if you have any questions, let us know. Your final invoice and warranty documents are attached. I have also attached our Roof Care and Preventative Maintenance proposal to ensure your roof continues to provide great service. If you are not ready to accept our full-service Roof Care plan. We also offer a low-cost annual inspection service and a free preferred customer agreement. That ensures you get priority service in the case of an emergency.” – ”If you are happy with our work, we would be honored if you left a review for us at one or more of these sites. Google, Yelp“
- Go to your email and search for the project by name.
- Save and download all documents sent as attachments to the project folder on the external hard drive. (Do not save documents that have already been saved to the project file. We want to avoid duplication)
- Save the emails by clicking the print icon and saving them as a PDF.
- Save the email PDF file(s) in the project folder on the external hard drive.
- Once all of the documents and emails are saved to the project folder, create a ZIPPED version of the fold and email it to firstname.lastname@example.org.
- Henry will upload the zipped file to the team’s page for future access.
- Schedule a follow-up roof inspection for one year after the project’s completion date. Add Pierce and the client to the calendar invite, and set up reminders for Pierce and the client for one week, two days, and on the day of the scheduled inspection.
- “Hi, thank you again for your business. We offer one free annual inspection of your newly restored roof. Please let us know if you have any questions. In the meantime, we look forward to returning in one year and checking the work we performed on your roof.”
- Daily Administrative task
- Start the day by checking the administration email and responding as necessary. Check the administration email throughout the day.
- Always unsubscribe from any spam/marketing emails. Report any phishing emails and block them.
- Answer phone calls and direct the callers to the appropriate persons (we should consider using a call forwarding service so that our administrative person can forward callers directly to the appropriate person)
- Week’s end Administrative task
- Review quick books and validate any new entries (entries must be categorized appropriately)
- If there are any questions on any expense or deposit, contact email@example.com or (623) 999-0744
Other Administrative Task
Monthly Administrative task
- Prepare the monthly owner’s report in quick books
- Email the monthly owner’s report to firstname.lastname@example.org, email@example.com, and Eric@factorydirectroofing.net.
- Reconcile the accounts in Quick Books.
- If you have any questions concerning expenses or deposits, contact firstname.lastname@example.org or (623) 999-0744
Quarterly Administrative task
- Using Quick Books, prepare the reports our CPA asks for
- Send reports and other documents are required to our CPA
- Share the CPA’s filing information with the Owners. (one of the owners has to sign it)
- Pierce Sinclair, CFO, will issue any payments required.
- (Our CPA uses a client portal on their site)
- Write up an office supply needs/budget and submit it to Pierce@factorydirectroofing.net for approval.
- Check the client folders in the past quarter. If there are any missing or misplaced documents, correct the files.
Annual Administrative tasks
Human Resources management
Advertising for new hires
New Employee Orientation and Training
- FDR Orientation
- Employment Documents
- 2022 Form W-4
- Arizona Form A-4
- document (1)
- OSHA Training
- CPR and First Aid Training
- On-going training program
Employee handbook (Document)
Production and project management
- The production manager will be given the project documentation and contract for review. The production manager will review for accuracy in the scope of work and cost.
- The production manager will schedule the work and add the work schedule to the company calendar, and CC the marketing person (they will monitor the progress and step in if and when needed)
- The production manager will assign a crew to the project. The foreman of the selected crew will be given the scope of work and any project notes and added to the project schedule on the company calendar.
- The production manager will order the materials and follow up on the delivery of the materials. The production manager or the foreman will inspect the materials for the correct quantity and quality.
- The Foreman of the project will review the WORK ORDER and ensure all of the appropriate manpower, tools, and equipment are available. The full scope of work and all relevant information and documents will be attached to the calendar invitation.
- The Foreman or the production manager will conduct a pre-construction waking using the Pre-Construction or Pre-Damage assessment form to document the pre-existing conditions. This report keeps us from being blamed for damage existing before we do any more. Without this documentation, we will likely pay for repairs we could have otherwise avoided. This also provides our client with some additional valuable information concerning their building.
- The foreman will set up any safety protocol needed specific to the project.
- The foreman will meet the crew on the first day of the project. Conduct a pre-start safety and project orientation meeting. Going over the project, special needs, and what we will be doing. Every morning before work starts, the foreman will conduct a review and establish the goals for that day.
- The foreman will oversee the work and ensure it is completed per the work order.
- The foreman will take photos throughout the day and prepare a day-end day-to-day report.
- Minimum of six photos per day
- Starting, during, and at the end of the day photos
- Document any specific conditions, hidden damages, or other such observations
- Minimum of six photos per day
- The foreman will email the daily report to the production manager, who will review the report and then forward it to the client before the start of work on the next day. cc’ing the marketing person and estimator on this project (they will monitor and step in when and if needed)
- When the project is completed, the estimator on this project, or the production manager when the estimator is not able, will apply for the warranty inspection with Metacrylics
- Warranty Application
- When the warranty inspection is completed and acceptable. The production manager will inform the client, cc’ing the marketing person and estimator.