Arrival & Home Protection Procedures

Purpose

Define the standard arrival procedure for every Spartan Plumbing service call — professional first impression and home protection.

Park on the street or driveway — do not block customer or neighbor access

Do not park on lawns without explicit permission

Position truck so Spartan branding is visible from the front door

Nose out for easy departure

Put on shoe covers before entering the home

Grab clipboard/iPad, drop cloth, marketing materials, and basic diagnostic tools

Check appearance — uniform clean, name badge visible

Turn off personal music or phone audio

Ring doorbell or knock — stand back and be visible

Smile and introduce yourself: "Hi, I'm [Name] from Spartan Plumbing. I'm here for your [service type] appointment."

Present name badge if customer seems uncertain

Ask permission to enter: "May I come in?"

Put on shoe covers visibly — customers notice and appreciate this

Ask where the issue is: "Can you show me to the [problem area]?"

Lay drop cloth from entrance to work area

Place drop cloth under work area before unpacking tools

Move carefully around belongings — ask before moving anything

Protect floors from water, debris, and tool marks at all times

Walk the problem area WITH the customer — let them explain

Note surroundings: water heater location, access points, plumbing condition

Identify main water shutoff location

Take photos of existing conditions BEFORE starting work

The door greet and home protection are part of the 5-star service standard — not optional
Customers judge the entire company based on the first 60 seconds at the door
Shoe covers and drop cloths cost pennies — prevent thousands in damage claims
Post door greet outcome in Slack job channel as part of check-in