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Join waitlistSOP-01: The In-Home Diagnostic Protocol
521 words · ~3 min read
Clozo Academy Proprietary Curriculum
Purpose
Standardize the in-home diagnostic process to maximize trust, clarity, and revenue per call.
Scope
All field technicians on repair and maintenance calls.
Procedure
Pre-Arrival (Office to Truck)
Review customer file: previous visits, equipment age, warranty status
Review service request details
Prepare tools and common parts
Confirm customer address and phone
30 Minutes Before Arrival
Call customer: "Hi [Name], this is [Technician] from [Company]. I am 30 minutes away and will see you at [time]."
Arrival (0-2 Minutes)
Park branded truck visibly
Walk to door with tool bag and tablet
Ring doorbell, step back 3 feet
Smile, make eye contact, introduce yourself with handshake
Put on shoe covers immediately without being asked
Opening script: "Good [morning/afternoon], I am [Name] with [Company]. Thank you for having us out today. Before we get started, can you tell me what has been going on with your system?"
Home Walk-Through (2-5 Minutes)
Ask permission to see thermostat and equipment
Observe home condition, thermostat type, filter location
Build rapport naturally
Diagnostic Process (15-45 Minutes)
Complete 47-point system evaluation
Test electrical, refrigerant, airflow, safety controls
Document everything with photos (minimum 5)
Narrate softly as you work
Findings Presentation (10-20 Minutes)
Sit down with customer at eye level
Show photos on tablet
Explain cause and effect in plain language
Present 2-3 options, not ultimatums
Recommend the best option based on their needs
Answer every question patiently
Price Presentation
State price confidently: "The investment is $[amount]"
If hesitation: pause, let them process, explain value
Offer financing if applicable
Maintenance Agreement Presentation (Every Call, No Exceptions)
Transition: "Before I get started, I want to make sure you never have to make an emergency call like this again."
Present Gold Comfort Membership using Day 13 script
If declined, leave materials and 30-day follow-up offer
Work Execution
Confirm approval before starting
Protect work area with drop cloths
Work efficiently but not hurriedly
Clean as you go
Testing and Education
Test system completely
Show customer it is working
Explain what was done
Provide operation tips
Departure
Review invoice line by line
Collect payment or arrange financing
Present maintenance agreement if not already done
Request Google review: "If you were happy with my service, would you mind leaving us a Google review? I can text you the link."
Leave branded folder with warranty info, maintenance agreement info, business card, magnet
Post-Departure (Within 2 Hours)
Send text: "Hi [Name], this is [Technician]. Just checking that your [system] is still running smoothly. If you have any questions, text me directly at this number."
Quality Verification
Manager reviews 3 recorded calls/diagnostics per technician weekly
Scorecard: 10 elements, each scored 1-5
Feedback session within 48 hours of review
Revision History
v1.0: Initial release