Purpose
Ensures sales reps are fully prepared before every in-home appointment — organized, informed, and ready to present solutions.
When to Use
Before every scheduled in-home sales appointment. Complete this checklist at least 30 minutes before departure.
Procedure
Customer Research (15 minutes before departure)
Pull up the customer record in ServiceTitan — review all prior jobs, invoices, and technician notes.
Read the service tech's diagnostic notes from the initial visit (if this is a turnover/demand turnover).
Check for open estimates or pending proposals.
Review the original call notes — what did the customer describe as the problem?
Note the customer's name and how they prefer to be addressed.
Check property type — single family, multi-family, commercial, or rental. If rental, confirm authorization from property owner is documented.Materials & Presentation Prep
Tablet/iPad is charged and ServiceTitan is logged in.
Correct pricing book is loaded in ServiceTitan for the service area.
Financing pre-qualification tools ready (GreenSky, Wisetack, or Wells Fargo).
Physical materials: business cards, Spartan branded leave-behind folder, financing brochures.
Relevant product spec sheets loaded for expected job type.Vehicle & Appearance
Vehicle is clean inside and out — represents Spartan Plumbing.
Full Spartan uniform: branded polo or button-down, clean pants, Spartan hat optional.
Shoe covers and drop cloth in your vehicle.
Personal hygiene check — customers notice.Route & Timing
Check route in GPS — plan to arrive 5 minutes early.
Call or text customer 20-30 minutes before arrival: "Hi [Name], this is [Your Name] from Spartan Plumbing. I'm on my way and should be there around [time]."
If running late, call immediately — never arrive late without notice.Important Notes
- A prepared rep closes at a higher rate. The appointment starts before you walk in the door.
- If the tech flagged safety issues, code violations, or aging equipment, review these before arrival.
- Never wing it. Customers can tell when you're unprepared.
Related SOPs
- In-Home Presentation Flow — what to do once you arrive
- Needs Assessment & Discovery Questions — how to diagnose customer needs
- Estimate Creation & Approval — building the proposal
