Home Protection & Respect Standards
Purpose
Defines how Spartan Plumbing technicians protect the customer's home during every job — covering physical protection of property, cleanup standards, and respectful conduct that reinforces the 5-star experience. ## Who This Applies To
All service and install technicians on every residential and commercial job. ## Before Starting Work
### Entry Protocol
1. Remove or put on shoe covers (booties) before entering the home — always. Never walk through a customer's home with dirty work boots. 2. Lay down drop cloths or floor protection in the work area and any areas you will walk through repeatedly. 3. Ask the customer if there are any areas of the home they would like you to avoid (pets, rooms, fragile items). 4. Do not touch personal belongings — if something must be moved, ask the customer first. ### Vehicle and Driveway
- Park on the street when possible to avoid oil drips or tire marks on driveways. - Do not block the homeowner's vehicles. - Keep your truck organized — a messy truck is a poor first impression. ## During Work
### Workspace Protection
- Use drop cloths under all cutting, soldering, or dirty work. - Never leave standing water, debris, or drywall dust in the work area. - Cap pipes immediately when cutting to prevent debris from entering the plumbing system. - Keep tools organized and off furniture, counters, or finished surfaces. ### Soldering and Heat Work
- Always use a fire-resistant heat shield when soldering near wood, drywall, or insulation. - Keep a fire extinguisher accessible when doing hot work. - Cool all soldered joints before covering or moving drop cloths. ### Excavation and Outdoor Work
- Rake out ruts, pile loose dirt on the trench for settling, and leave excavation sites in acceptable condition. A messy excavation = callbacks and customer complaints. - Communicate with the homeowner about the condition of the yard before and after digging. ## Cleanup — Non-Negotiable Standards
Spartan Slack standard (from team channel): "The team emphasizes the importance of thorough clean-up after completing a job, including removing drywall dust and paint spots. This ensures customer satisfaction and reflects positively on the company's professionalism. "
Minimum cleanup before leaving any job:
- [ ] Remove all drop cloths and floor protection
- [ ] Wipe down all work surfaces (under sink, around toilet, wall near water heater, etc. )
- [ ] Sweep or vacuum debris from work area
- [ ] Remove all packaging, old parts, and trash — take it with you; do not leave in customer's trash
- [ ] Restore any moved items to original position
- [ ] Check the floor, counters, and walls for scuffs, marks, or damage
## Tool Management
- Do not leave tools at a customer's property. Always do a final sweep before leaving. - If a tool is left behind: return to retrieve it immediately; notify the office. A process failure at this level damages trust. ## Conduct in the Home
- Speak professionally at all times — assume the customer can hear you from anywhere in the house. - Do not use the customer's restroom, kitchen, or personal spaces without asking. - Do not use your phone for personal calls while in the home. - Do not comment on the customer's belongings, home décor, or personal situation. - If you discover a situation that makes you uncomfortable (unsafe conditions, behavior), exit politely and notify the office. ## Damage Protocol
If you accidentally damage something in a customer's home:
1. Stop work immediately and assess. 2. Photograph the damage before doing anything else. 3. Notify the customer honestly and immediately. 4. Notify the office (the Operations Manager or Elise) the same day. 5. Do not offer to pay for repairs out of pocket — let management handle it through proper channels. ## Important Notes
- Shoe covers are not optional. This is a Spartan standard. - Cleanup quality is part of the 5-star experience. Josh and managers review photos posted to Slack — a clean job site is expected. - The fit check before dispatch (uniform, cleanliness) sets the tone — if you show up looking sharp, customers trust you more from the first moment. ## Related SOPs
- Customer Interaction Best Practices — arrival and walkthrough sequence
- Spartan Communication Standards — in-home conduct
- Photo Documentation Requirements — documenting job site condition
- PPE Requirements — safety in the work area