Checklists

Job Start

Pre-Job

1. Phone Call - Pressure wash
   • Call with day and time
   • Storm window storage
2. Phone Call - Job Start
   • Expected start day and time.
   • Work hours
   • Weather
   • Any concerns with where equipment is located?
   • Potty location

First Day - Customer

1. 15 minutes early (call if you’ll be 1 minute late)
2. Introduce the crew
   • Smile
   • First names?
   • Confidence
   • Business card
3. Any changes to the Scope? (color, details, etc.)
4. Shop location
5. Security: pets, codes, key, alarms
6. Work schedule – start time, end time?
7. Parking
8. Trees or bushes that need trimming? Special caution for specific plants?
9. Neighbors – access concerns? Informed of work being done?
10. Trash day? (Tags in KCMO only) - "Where would you like us to leave trash?"
11. Walk-around – set the expectation, discuss timing
12. Earn - and keep - the customers' trust

First Day – Crew

1. Review Scope
2. Discuss hours
3. Plan sequence
4. Plan Day
5. Plan Next Day
6. First Day – Safety
   • Roof harness needed? (Inform homeowner, OSHA requirement)
   • High Stepper platform / plank, deck cleats, roof foam, Pivot, roof hook

First Day – Job

1. Yard sign, smartly placed
2. RRP Caution tape and sign, tight and level
3. Best Portable Toilets 816-348-7700
4. Power line cover-up? (KCPL Customer Service, 816-471-5275) Payment arranged?
5. Pet pick-up - use small plastic bags
6. End of Day note taped to main door

During the Job

Customer

1. Good morning, (first name)!
2. Ask the customer if they are happy.
3. Review job nightly or 1st thing in the morning with the customer – continuing to check the pulse of the customer.
4. Don’t talk about your personal life other than small talk.
5. Let customer know about any repairs that need to be done, above and beyond the contract.
6. Bring in the paper, trash cans, groceries (Plus 1 service).
7. Make your customer feel part of the project.

Job

1. Safety Awareness
   • Correct all unsafe conditions
   • Discuss proper safety practices
2. Sell and write Additional Work Orders (email to customer, cc: to awo)
   • No problem – that won’t cost much. Can I write that up?
   • If I see anything else that needs attention, should I let you know?
   • Do you have any friends or neighbors that could use our services?
   • Did you know we also do interior work?
   • Before you go, is there anything else you would like painted?
   • When NOT to ask:
     • The customer is a nightmare
     • We're booked 12 weeks out

Crew

1. Set daily goals with Job Lead for each crew member
   • Discuss with Job Lead
   • Set completion times for each task
2. Coach - don't correct
3. 5 praises

End of Day

1. Review the crew’s progress. Determine if the goals were achieved. If not, plan to get back on track
2. Police the jobsite - everything is clean and tidy; no razors or sharp objects should be out
3. Say goodbye, give a complete update and tell them when you’ll be back –or–
4. Leave a note

Job Close-out

Prelim

1. Walk-around - schedule with Customer
2. Make your own punch list; assign tasks based on strengths
3. Remove unneeded items (making last day clean up easy)

2nd Last Day

1. Schedule toilet move - Best Portable Toilets 816-348-7700
2. Schedule removal of power line coverup (KCPL Customer Service, 816-471-5275)
3. Remove unnecessary equipment
4. Roofing tar (tube) - seal holes in roof from safety harness
5. Walk Around
   • Have your punch list already prepared
   • Note every item the customer mentions
   • "If there are any concerns, please call. Here’s my number.”
   • Thank you – we appreciate your business.
   • Review - plant the seed

Last Day

1. Customer
   1. Payment - “Is now a good time to take care of the paperwork?” (Can we talk about final payment? -or- Are you OK to pay from the original Proposal?)
   2. Review reminder – “We’ll send links”
   3. Thank you – we appreciate your business!
2. Jobsite Completely Clean
   1. Driveway and walks swept or vacuumed
   2. Roof and gutters clear of debris
   3. Gardens & lawn free of caulk, chips, tape, paper, wrappers, litter, window scrapings - thumbnail size or larger
   4. Trash
   5. Paper compacted? Each bag tagged (KCMO only)
      • Little-Old-Lady-liftable
      • Located as directed by Customer
3. Finalize
   • Leftover paint – label cans and advise on proper storage (garage or basement)
   • Set sign pick-up reminder in your phone, one week after completion
   • Flowers sent for appropriate jobs? (Crestwood Flowers - 816-444-7200)

Daily Huddle

• Job Status
  • Hours up
  • Hours remaining
• Goals for the Day
• Delegation and Ownership
  • Who will do what
  • Get agreement
  • Time needed for each task
• Play chess - 3 moves ahead
• Continuous Improvement
• End of Day Review
  • What we accomplished Today
  • Next Day Plan
    • Supplies or equipment needed