Master Operating Process
Below you will find Queue One Home Services' operating process. Our goal is to help you make informed decisions, and we believe we can assist with that process by being transparent with ours.
Overview
Queue One Home Services is committed to adhering to a structured and comprehensive process divided into three distinct phases, each with its specific goals and tasks. This process is designed to ensure a smooth and successful journey from initial client engagement to project completion, all while maintaining our core values of honesty, transparency, and commitment to excellence. All Q1HS projects will be operated according to the process detailed below.
Project Management: Phase 1
During Phase 1 of our projects, our primary focus is building rapport with our clients to help facilitate a positive impact on our potential client’s perceived value in contracting with us: be honest and transparent at every turn, even if it is not advantageous to selling the project.
Initial Connection & Estimate Delivery Process
After making an initial connection and receiving interest from the client, gather contact information.
Direct the client to q1hs.com/connect and ask them to complete the contact form; after they submit the form they will be immediately redirected to our booking site – if they schedule an estimate, most of step two in this process will be completed
Add the received client contact information to a new QuickBooks client contact
Now that an initial interaction has been had and we have received interest from the potential client, craft a new Plan in Microsoft Planner.
Add the client’s name and project title to one of Queue One Home Services’ pre-built Plans in Microsoft Planner
The title should be 2-5 words that concisely capture the service we will be delivering
From this point forward, continue to update the Plan as actions related to the project are completed – the client’s Plan will be Q1HS’ guidepost for what needs done and what’s already been completed
Build Client folder (SharePoint – Client Services).
Create a new folder in either our Residential or Business client folders and name the folder with the following naming convention: <lastname>, <firstname>.
Copy our client folder template to the new, named client folder
Remove any unnecessary document templates
Rename the document templates we will be using for the client’s project
Schedule a free on-site estimate with the potential client.
Coordinate a meeting via phone, email, or scheduling link (Q1HS - Scheduling)
Request the client’s address
Update the client’s QuickBooks contact so we have their address documented
If, based on your initial conversation with the client, you know that we will need subbed out services, reach out to the sub-contractor we have retained for the specific service that will be performed and request that they attend the on-site estimate with you.
Confirm the time the client has scheduled:
“Hi there!
Just wanted to let you know that Queue One Home Services is set to come out to your home or business 1-day from now to perform an on-site estimate.
If you'd like to reschedule, or have any additional information you'd like to provide, please shoot us an email (solutions@q1hs.com) or give us a ring (740-293-4466)!
Dedicated to your success,
Your Team at Queue One Home Services”
Meet the client and perform the estimate.
Inquire about project goals
Collect measurements and identify overall scope of work (record all pertinent information)
Take macro and micro pictures vertically and horizontally and store them in Q1HS’ shared iCloud album (“Q1HS – Project Photos”)
Record the trade skills needed on a project and determine whether a sub-contractor will be necessary (if the contractor is not with you at the initial estimate, schedule a time for them to come out with you so you may assemble to the contractor’s Project Plan while on-site)
Inquire about project timeline
If possible, cover rough expectations to build a realistic vision for the client
Inquire about project budget
Craft the client’s free, tailored estimate and send it to them via QuickBooks: Estimates.
After the estimate has been sent, send the following message via text or email:
“We're pleased to inform you that your Project Estimate has been finalized! Your approval of the estimate doesn't imply an immediate commitment to the project; rather, it signifies your interest in proceeding with the project at the stated price. This step also indicates your desire to receive a comprehensive Project Plan tailored to your needs, along with a client-focused agreement. You can expect the estimate to arrive in your email mailbox shortly. Should you have any inquiries or require further clarification, please feel free to contact us. We're excited about the opportunity to serve you in this venture!
Dedicated to your success,
Your Team at Q1HS
P.S.: Whether you decide to bring us on to assist with your project or not, we’d still love to provide a Project Plan that captures your vision! Even if you’re not ready to sign a Project Agreement, we’d still like to accomplish our goal of preparing a roadmap that you can use with us, on your own, or even another contractor. If you’d still like a Project Plan crafted for your project, but you’re still in the “feel out” phase of your project vision, please notify us.”
Once the Project Estimate has been approved by the client, send the following text:
“We’ve received notice of your estimate approval, and we’d like to start by saying thank you for your trust! We’re excited to get started: your project has been moved to the Project Planning phase. We will notify you once your Project Plan and Agreement are ready to be reviewed.
Dedicated to your success,
Your Team at Q1”Continue to update the client on where we’re at with their Project Plan while they wait
Create Project Plan
Be aware of the fact that a significant amount of time should and will be invested into planning out a client’s project. If you are a Project Lead, coordinating material orders, deliveries, subcontractors, and everyone’s schedules will require multiple hours of work per day. Precise project planning is where Queue One Home Services makes its revenue: if deadlines are missed, the wrong materials are ordered, and labor expenses balloon, Queue One Home Services will not meet its goals of expansion and quality of life improvements for everyone the business touches.
Q1HS’ Project Plan
Once the estimate process is complete, and information related to the project has been gathered, begin building out Queue One Home Services’ Project Plan. At this point in the preparation of the Project Plan, we are still firmly in Phase 1; however, all the information/planning that is below will be added to Phase 2 of the client’s Plan in Planner. Once the client states that they’d like to move forward with the project by signing their Client Agreement, execute the Plan that has been assembled (Phase 2).
Finalize estimated project timeline (start and completion dates).
Finalize material list and prepare to place material orders.
If applicable, coordinate tool and/or equipment rental (check-in with client if a delivery/pick-up will be required – this step will not be completed until the client confirms they’d like to move forward with the project, but inquire to get an idea of the rental company’s timetable).
If applicable, coordinate and schedule sub-contractors (this will not be finalized until the client has confirmed they’d like to move forward with the project; however, a touch-base call or text will be necessary so that we may provide a reasonable estimate of when we can schedule a client’s project).
Project Plan for Client
Once the guidepost that is Q1HS’ Project Plan has been completed, expand on each of the steps that will be part of the client’s unique Project Plan. Add all details to the client’s Project Plan & Agreement document.
Use Q1HS’ Project Plan to craft a written Project Plan for the client.
Send the Project Plan, along with their Agreement, to the client to acquire a signature of approval.
Once the Project Plan & Agreement document has been signed, record the approval by saving the document to the client’s folder.
Project Plan guidelines:
If a project totals over $3,000, Queue One Home Services will create a Project Plan to deliver to the client. This Project Plan will be crafted and delivered in Q1HS’ Project Plan & Agreement document.
For projects that total less than $3,000, a written Project Plan will not be assembled to deliver to the client. Q1HS’ internal project plan management process remains unchanged; however, the conversion of that plan into a Project Plan for the client will not occur, unless the client requests a detailed Project Plan for them to review before approving the project. For client’s whose projects total less than $3,000, they will receive Q1HS’ Project Agreement document – this document contains all the same stipulations, protections, assertions, and agreements that are present in Q1HS’ Project Plan & Agreement document, minus the client-facing, written Project Plan.
Project Plan for Sub-Contractors
All Queue One Home Services’ sub-contractors must complete Q1HS’ internal Sub-Contractor Screening Process prior to performing services on a client’s project site. Below are the highlights of our Sub-Contractor Screening Process:
Completion of Contractor Contact Form (W-9, contact information, financial capability statement, proof of insurance & licenses, references).
Record received contractor information.
Advance the vetting procedure by engaging in interviews with the references listed.
Once the contractor has been brought onto a project site, assign a Q1HS sponsor responsible for monitoring the contractors work until the Q1HS sponsor is comfortable with endorsing the contractor’s workmanship and behavior (a contractor will not be left alone on a project site until all of these steps have been completed).
Assemble the sub-contractor’s unique Project Plan: this plan will be nested in the Contractor’s Project Plan & Agreement document, and it will detail the full scope of work the sub-contractor will be responsible for completing.
Schedule time for the sub-contractor to meet with Q1HS at the project site.
Review the project with the sub-contractor and inquire about the process/steps they will complete to fulfill the service they are there to provide.
While meeting with the sub-contractor at the project site, open the Contractor’s Project Plan & Agreement document that is stored in the client’s folder (SharePoint – Client Services) and complete the Project Plan portion of the document while in-person with the sub-contractor.
Once the sub-contractor’s Project Plan has been completed, send the completed version of the Contractor’s Project Plan & Agreement document to the sub-contractor and request that they review the document and sign it.
If this is the first time we are working with the sub-contractor, complete the Sub-Contractor Screening Process.
If the project is awarded to the sub-contractor, schedule a time for them to complete the work and send them a deposit (if applicable) for the service they will be providing (there payment options are detailed in their plan & agreement document).
Project Management: Phase 2
During Phase 2 of a client’s project, it is now time to put legs to all the planning and preparation work we have completed up until this point. Once the client has agreed to move forward with the project at the stated price, we have now officially entered Phase 2 of the project – complete the steps below.
Execute the Project Plan
Request a deposit from the client. This can be received via check, ACH (bank transfer, e-check), or credit/debit card. Below are the deposit percentages we require for the listed pricing categories:
< $1,000: no deposit required
$1,000 - $2,000: 35%
$2,001 - $4,000: 40%
$4,001 - $10,000: 45%
$10,001+: custom
If the project requires any permits or licenses, begin the process of acquiring them (if Q1HS is not directly working towards acquiring the permits, the sub-contractors responsible for obtaining the permits must provide proof of progress/completion – verbal proof will not be accepted).
Finalize schedule/timeline of the project with the client (and sub-contractors, if necessary).
Finalize material list.
Order materials and schedule tool/equipment retails (if applicable).
Categorize and track expenses directly related to the project as transactions occur (QuickBooks).
Begin working on the project (throughout the entirety of the project, continue to reference the Project Plan that has been created for the client).
As milestones in the project are passed, continue to update the client on where we are at with their project.
As milestones in the project are passed, continue to update the client’s Plan in Planner.
Take macro and micro pictures vertically and horizontally at each major stage of the project and store them in Q1HS’ shared iCloud album (“Q1HS – Project Photos”)
If the project has multiple, distinct phases of the project, perform a walkthrough with the client (and sub-contractors, if applicable) to ensure they are satisfied with the workmanship. If the project only requires a single walkthrough to review the entire project, schedule a time to complete the review.
Project Management: Phase 3
The final phase of our project management process is largely administrative. This portion of the project should be the quickest; however, maintain an open mind to how we may be able to streamline the process – there are certain tasks that must be completed at the end of a project, but we want to minimize the amount of time we spend closing out a project that is already complete.
Administrative Tasks
Verify that the client is satisfied with the completed state of the project.
Purchase & deliver client gift.
Identify desired payment method (reference the client’s Project Agreement or Project Plan & Agreement).
Send notice of the final bill (invoice via QuickBooks).
Collect payment via online payment portal (ACH & credit card) or physically pickup/receive paper check.
Send our review & referral package and ask the client if they’d be willing to complete the process (this process has yet to be finalized).