Communication Procedures¶
ACTIVE SOP
Check-In Requirements¶
| Event | Action |
|---|---|
| Departing for site | Text lead tech: site name + ETA |
| Arrived at site | Text lead tech: "On site — [site name]" |
| Starting roof access | Text lead tech: "On roof" |
| Off roof | Text lead tech: "Off roof" |
| Departing site | Text lead tech: "Departing — [any critical findings]" |
Escalation Communications¶
See Escalation Procedures for decision trees. For communication:
- Critical findings: Call lead tech immediately, do not text
- Safety stop: Call lead tech immediately
- Out-of-scope discovery: Text with photo, await direction before proceeding
Client Communication in the Field¶
- Be professional and factual
- Do not make promises about costs, timelines, or warranty outcomes
- Do not share diagnosis until confirmed with lead tech
- If asked a question you cannot confidently answer: "Let me confirm that with my lead and get back to you."
Documentation of Communications¶
Note significant field communications in your report:
- "Spoke with homeowner [name] upon arrival. Confirmed access to breaker panel."
- "Client asked about Panel 7 — deferred to lead tech response."
- "Called lead tech at 10:42 AM regarding rodent damage finding. Directed to document and not proceed with repairs."