Standard Operating Procedure: Sales Process SOP

1.0 Purpose

This SOP defines the institutional sales intake, qualification, and proposal calibration process for commercial janitorial and facility cleaning prospects across the Dallas-Fort Worth metroplex. It guarantees zero top-of-funnel conversion friction, rapid executive response, and empirical pricing accuracy.

2.0 Scope

Applies to all inbound digital quote inquiries, phone prospects, field walk-throughs, and CRM account conversions across the commercial cleaning pipeline.

3.0 Universal Sales Mandates (2026 Baseline)

1. Contact-First Architecture: Prospect contact credentials (Name and Email or Phone) must be secured first within 10 seconds of user interaction before requesting complex architectural details.
2. Mobile Express Optimization: On mobile screens (≤ 768px), form fields must collapse to the essential 4-field intake, with automated removal of HTML required attributes to prevent client-side validation lockups.
3. Empirical Insurance Representation: All public representations of commercial coverage must strictly state our verified $2,000,000 commercial liability policy (ACORD 25 certificate). Marketing figures must never cite unverified estimates.
4. 100% CRM Traceability: Every inbound quote submission must immediately persist to PostgreSQL and trigger automated multi-channel alert dispatch (Telegram Operations Gateway and Email).

4.0 The Two-Phase Sales Sequence

4.1 Phase 1: Contact-First 10-Second Intake

• Desktop Intake: Captures Contact Name, Work Email, Phone (optional for email-preferred clients), Facility Type, and Service Scope.
• Mobile Express Mode: Automatically active on viewports ≤ 768px. Dynamically hides non-essential inputs (City/Zip, Cleaning Frequency, Company Name) and applies intelligent backend defaults (lead_source = 'Website Quote Form (Mobile Express)').
• Bot Defense Shield: Inbound submissions pass through the honeypot trap (hp_organization_url) and submission timing filter (> 3 seconds) to drop spam instantly.

4.2 Phase 2: Post-Submission Pricing Calibration

Upon initial submission, the prospect is immediately transitioned to the confirmation screen (quote_success.html) displaying the 10-Second Pricing Calibration card:

• 1-Touch City Chips: Immediate selection chips for Plano, Dallas, Frisco, Fort Worth, Irving, and neighboring North Texas hubs.
• Service Frequency Chips: 1x Weekly, 3x Weekly, 5x Weekly, or Daily Commercial Service.
• Square Footage Calibration: Approximate facility footprint selector updating the database record via asynchronous AJAX (POST /update-quote-details).

4.3 Sales Intake & Conversion Flowchart

5.0 Verification (Zero-Defect Quality Check)

• All quote submissions trigger instant Telegram notification to the operations team within 1.5 seconds.
• Lead records are verified in the PostgreSQL database with proper source tagging.
• Mobile form submissions complete without browser validation errors on both iOS Safari and Android Chrome.
• Post-submission pricing calibration updates reflect accurately in the Lead detail pane in the backoffice.

6.0 Revision History