Create a Customer Intake and Site-Visit Workflow

A. Finished-Project Specification

Quantity: one lead-intake form, one privacy notice and access rule, one project-fit screening procedure referencing the Chapter 1 checklist, one site-visit checklist, one photograph and measurement standard, and one completed site-visit summary from a live test lead, each dated and stored in the company record system.

B. Document Schedule (Component Schedule)

Document	Quantity	Format	Content Required	Preparation / Purpose
Lead-Intake Form	1	Structured form, digital or paper	Customer, property, referral, service request, urgency, and known history	First point of documented contact with every lead
Privacy Notice and Access Rule	1	One-page notice	What data is collected, why, and who may access it	Discloses data practices to the customer and controls internal access
Site-Visit Checklist	1	Field checklist	Hazard screening, permission confirmation, measurement and photo sequence, existing-condition prompts	Used on-site to keep the visit consistent and complete
Site-Visit Summary	1 per lead	Structured summary document	Observations, assumptions, missing information, photographs, scope candidates, follow-up actions	Estimating-ready handoff document routed to estimating, design, licensing, and project management

C. Information Takeoff

• Business model reference: the approved Chapter 1 Business Model Statement and customer-fit and project-fit checklist, referenced before Step 8.
• Scope reference: the approved Chapter 6 service menu and scope library, referenced before Step 8.
• Property and customer information: collected at intake per Steps 1–7 and confirmed again before the visit in Steps 16–17.
• Professional input: attorney or licensing advisor review of the privacy notice and property-entry procedure, obtained before the workflow is approved for regular use.

D. Acceptance Standards

Check	Standard
Intake completeness	Only information reasonably necessary for qualification and scheduling is collected, and the privacy notice is provided
Screening consistency	Every lead receives a documented accept, refer, decline, or waitlist decision using the same criteria
Emergency handling	Any reported hazardous condition is routed through the emergency-referral process rather than scheduled as a routine visit
Permission confirmation	Entry, photography, panel access, and object movement each have permission confirmed and recorded before they occur
Measurement consistency	Approved areas are measured using the same stated method on every visit
Photograph organization	Every photograph carries an identifier linking it to a room, elevation, or scope item
Summary separation	Customer-stated goals are recorded separately from field observations, with no unsupported diagnosis
Handoff	The completed summary is routed to estimating, design, licensing, and project-management review and archived

E. Component Schedule — Site-Visit Summary Contents

Component	Quantity	Content	Source Step
Customer goals section	1	Customer's stated outcome, priorities, budget, and schedule constraints	Section G, Steps 23, 30
Field observation section	1	Existing conditions, hazards, damage, and access notes recorded without diagnosis	Section G, Steps 23, 29
Measurement record	1 per approved area	Dimensions of each approved area using the stated method	Section G, Step 24
Photograph log	1 entry per photograph	Room/elevation identifier, description, and permission confirmation	Section G, Steps 25–26
Scope candidates and follow-up actions	1	Likely scope boundaries, exclusions, and required next steps	Section G, Step 31

F. Intake and Screening

1. Create a lead-intake form with customer name, contact, property, ownership or authority, referral source, and preferred communication. Build the form using the fields listed and store it in the company record system.
2. Collect only information reasonably necessary for qualification and scheduling. Remove any field from the form that is not needed for a screening or scheduling decision.
3. Create a privacy notice and information-access rule for customer data. Draft the notice describing what is collected, why, and who may access it, and route it for professional review.
4. Record service requested, problem description, desired outcome, affected areas, urgency, and known history. Capture this information on the intake form at first contact.
5. Record property type, occupancy, tenants, association, lender, insurer, and access constraints where relevant. Add these fields to the intake form and complete them for the test lead.
6. Record suspected hazardous materials, active leaks, fire, structural movement, electrical hazards, gas odor, sewage, pests, or unsafe areas. Ask directly about these conditions during intake and record the answer.
7. Create an emergency-referral process for conditions that should not wait for a normal sales visit. Define the specific routing and contact used when Step 6 identifies an unsafe condition.
8. Screen the request against the Chapter 1 business model and Chapter 6 service menu. Compare the requested service, property type, and location against the approved model and mark the result on the intake form.
9. Screen jurisdiction, license, project size, budget alignment, schedule, staffing, insurance, and specialty-trade needs. Complete each screening field using the Chapter 1 project-fit checklist.
10. Use consistent nondiscriminatory project-fit criteria. Apply the same documented criteria to every lead regardless of any protected characteristic.
11. Identify the decision maker, property owner, co-owner, tenant, manager, designer, insurer, or lender involved. Record the identified decision maker and their authority on the intake form.
12. Identify whether plans, permits, engineering, selections, or insurance claims already exist. Ask and record the answer before scheduling.
13. Identify whether the customer is seeking a budget, diagnosis, estimate, insurance documentation, design, or immediate repair. Record the stated purpose of the request.
14. Explain any consultation, diagnostic, design, site-visit, or estimate fee before scheduling. State the applicable fee, if any, to the customer and record that it was disclosed.
15. Create accept, refer, decline, waitlist, or request-more-information statuses. Assign one of these statuses to the test lead and record the reason.

G. Site Visit and Summary

1. Schedule the visit with date, arrival window, expected duration, attendees, access, parking, pets, and safety instructions. Record each scheduling detail on the intake record.
2. Send a confirmation identifying documents, selections, concerns, and areas the customer should make accessible. Deliver the confirmation and store a copy.
3. Prepare a project-specific site-visit checklist. Build the checklist from the service category identified in Step 8.
4. Review license, insurance, privacy, photo, recording, and property-entry requirements. Confirm current status before the visit.
5. Confirm permission before entering, photographing, opening access panels, or moving objects. Obtain and record explicit permission for each of these actions at the start of the visit.
6. Conduct an exterior and interior overview before detailed measurements. Walk the property and note the general condition and layout before recording details.
7. Identify immediate hazards and stop or restrict the visit where required. If a hazard from Section F, Step 6 is confirmed on-site, apply the emergency-referral process and document the condition.
8. Document the customer's stated goals separately from field observations. Use the two separate sections defined in Section E of this specification.
9. Measure approved areas using a consistent method. Record each dimension using the stated measurement method from the site-visit checklist.
10. Photograph overview, detail, context, damage, access, utilities, and concealed-condition indicators. Take photographs only in areas covered by the Step 5 permission.
11. Use identifiers linking photographs to rooms, elevations, and scope items. Label each photograph in the photograph log with its identifier and description.
12. Do not photograph unrelated private possessions, people, documents, security systems, or access codes unnecessarily. Review each photograph before leaving the property and delete any that captures unrelated private material.
13. Record existing finishes, materials, dimensions, access, occupancy, utilities, protection, parking, delivery, storage, and waste conditions. Complete the field-observation section using the site-visit checklist prompts.
14. Record visible moisture, movement, damage, prior repairs, code concerns, permit indicators, and specialty-trade needs without making unsupported diagnoses. Describe what is observed, not its cause, and flag items requiring specialty-trade evaluation.
15. Record customer selections, priorities, budget constraints, schedule constraints, and decision deadlines. Add these to the customer-goals section of the summary.
16. Review likely scope boundaries, exclusions, investigations, and next steps without promising price or start date. Draft the scope-candidates section without stating a firm price or schedule.
17. Obtain acknowledgment of any urgent condition or referral. Confirm the customer understands any emergency referral made during the visit and record the acknowledgment.
18. Prepare the site-visit summary with observations, assumptions, missing information, photographs, scope candidates, and follow-up actions. Assemble the completed sections into the final summary document.
19. Route the summary to estimating, design, licensing, and project-management review. Send the completed summary to each required reviewer and record the routing date.
20. Archive the record and update lead status. Store the completed intake form, checklist, photographs, and summary in the company record system and update the lead's pipeline status.