🚀 Canvas Working Version
Sea Cool
Direct Sales SOP
From first lead contact through final payment, reviews, and referrals.
RES — Residential
COM — Commercial
MY — MotorYacht
Purpose of this SOP
" data-es="Este documento define cómo se ejecutan los proyectos de ventas directas en Sea Cool desde el primer contacto con el cliente hasta el pago final, reseñas y referencias. Este es un procedimiento único y vivo. Se espera que todo el personal de oficina, vendedores y gerentes lo conozcan y lo sigan. \"No sabía\" no es una explicación aceptable.">This document defines how direct sales projects are executed at Sea Cool from first lead contact through final payment, reviews, and referrals. This is a single living SOP. All office staff, salespersons, and managers are expected to know and follow it. "I didn't know" is not an acceptable explanation.
Protect the company legally and financially
Create consistency across South Florida, Houston, and future offices
Remove ambiguity around ownership and decision-making
Reduce rework, delays, and customer frustration
📱 How to Use This SOP
When you receive a new version of this SOP (via email, WhatsApp, or other method), follow these steps:
- Check the filename — Each new version has a unique filename (e.g., seacool_direct_sales_v4.01.html, v4.02.html, etc.). Make sure you're downloading the latest version number.
- Delete your old version — Find the old file on your computer and delete it entirely. This prevents confusion about which file is current.
- Download the new file — Save it to your computer in an easy-to-find location (Desktop or Documents folder recommended).
- Open the NEW file — Double-click to open it in your browser (Chrome, Safari, Edge, or Firefox).
- Verify the version number — Look at the sidebar (left side) at the top. The version number should match the filename (e.g., if file is v4.05.html, sidebar should show v4.05).
- Bookmark it (optional) — Press Ctrl+D (Windows) or Cmd+D (Mac) to bookmark the page for quick access.
⚠️ Important:
Each version has a unique filename. As long as you delete the old file and open the newly downloaded file, you'll always see the correct version. Different Sea Cool documents (Direct Sales SOP, Bids SOP, Product Guides, etc.) won't interfere with each other.
Still seeing an old version number after opening the new file?
- Make sure you deleted the old file completely (check Desktop, Downloads, and Documents folders)
- Close the browser tab and re-open the file you just downloaded
- Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac) to do a "hard refresh"
- If still having issues, contact a Project Manager for help
These rules apply to every role, every lead, and every project — no matter how big or small.
🐧
[CLICK TO ADD IMAGE]
"Big or small, always follow protocol" — penguin image
Why These Rules Exist
- Protect the company legally and financially — mistakes cost money and are expensive
- Prevent disputes and avoid preventable mistakes
- Protect employees from making statements or assumptions that could negatively impact their role at Sea Cool
- These rules are designed to protect the employee as much as the company
Core Communication Principle — Communication is KEY 🔑
Most problems at Sea Cool come from poor or incomplete communication. Effective communication must clearly answer:
- Who is responsible & involved
- What is being done
- When it will happen
- Where it applies
- Why decisions were made
⚠️
If one of these five elements is missing, the communication is incomplete.
Project Communication Rule — Put It In Writing!
🐧
[CLICK TO ADD IMAGE]
"If its not in writing, it never happened!" — penguin image
Whenever there is a discussion with a customer, GC, Project Manager, or Co-Worker concerning a project or lead, and there is a dispute over something that was said — if it is not in writing, it did not happen.
ALWAYS DEFAULT TO WHAT IS IN WRITING
- Any discussion affecting scope, pricing, schedule, access, approvals, or expectations must be documented by text or email
- Verbal conversations on these topics must be summarized in writing
- In a dispute, Sea Cool defaults to what is documented
Writing Discipline — Legal Protection
Be extremely careful what you write to customers. Written statements are treated as gospel and can be used against you or Sea Cool at any time.
Loose lips sink ships. Before sending any external communication, ask yourself:
- Does this serve a purpose?
- Is it relevant?
- Could it be used against you or Sea Cool, or cause problems with the project?
If the answer to any of these is NO, then reconsider putting it in writing.
- "Based on what we know so far..."
- "We'll confirm on site."
- "We'll document and review options."
- "This depends on field conditions and final measurements."
- "You'll be good to go with that."
- "That won't be an issue."
- "Don't worry about it."
⚖️
Rule of Thumb If you would not want the sentence read back to you in a dispute, do not send it.
Facts vs. Assumptions (Critical)
All customer communication must be based on verifiable facts, not assumptions or subjective opinions. If a known condition, limitation, discrepancy, or risk exists, it must be disclosed in writing — even if we believe we can work around it.
📋
Example: If there is a known 1-inch height discrepancy across an opening for an exterior shade or screen — document the discrepancy, explain available options, and allow the customer to decide in writing. Do not tell the customer they are "good to go" or assume they will accept a workaround.
We do not hide, minimize, or assume acceptance of known conditions. We document the facts, explain the options, and let the customer make the decision.
Professional Tone & Conduct
- Communicate professionally and respectfully at all times
- Use clear, measured language
- Focus on facts, process, and next steps
- Use emotional language
- Respond defensively
- Argue, debate, or justify fault in writing
Written communication should never reflect frustration, urgency, or personal opinion. A neutral tone protects both the employee and the company.
Prohibited Communication Patterns
- Speculation — guessing outcomes, causes, or solutions
- Guarantees — promising results, timelines, performance, or approvals
- Blame-shifting — assigning fault to installers, vendors, manufacturers, other trades, or the customer
- Casual assurances — phrases intended to reassure without factual basis
If a statement cannot be supported by documented facts, it should not be sent.
Escalation Rule — Safety Valve
🛑
[IMAGE PLACEHOLDER]
Penguin with STOP sign image
When unsure how to respond to a customer OR how to proceed on any issue:
- Pause
- Do not send a message or take action
- Escalate to Operations Admin or Project Manager
✅
Check twice, cut once. Silence and asking for guidance is always preferable to sending a poorly worded message or making an incorrect decision. Escalation is not a failure — it is a required protection mechanism.
1A — Roles & Ownership
- Owns inbound/outbound lead contact, qualification & scheduling
- Prepares & sends estimates; manages standard follow-up
- Collects deposits and final payments (owns all money-related actions)
- Creates projects in TintWiz and Google Drive after consult agreed
- Documents all customer-facing communication in writing
- Conducts in-person consultations
- Handles advanced technical questions & complex scope
- Supports pricing objections, competitor comparisons, closing
- Provides escalation support to Sales Admin
- Schedules installs & assigns install teams
- Coordinates materials, access, COIs, measurements, execution
- Maintains Google Drive integrity during active projects
- Confirms install completion and authorizes billing
- Executes installation per approved scope
- Uploads photos, notes, and documentation to TintWiz
- Does NOT access Google Drive
- Currently: Alberto, Juan Carlos
- Approves exceptions outside standard rules
- Makes final decisions on discounts and scope exceptions
- Resolves customer escalations and edge cases
1B — Sales Admin Task Priority
⚡
This order is strict and non-negotiable.
| Priority | Task |
|---|
| #1 | Project Manager emergencies or directives (Alberto / Juan Carlos) |
| #2 | New lead contact and in-person consult booking |
| #3 | Pending estimate follow-up and active lead progression |
| #4 | Existing project billing and payment resolution |
| #5 | Project setup and coordination support (TintWiz, Drive, COIs) |
| #6 | Other office or administrative work |
When in doubt, always default to helping with new sales / new projects.
1C — Weekly Admin Team Meeting 📊
Sea Cool holds a weekly admin team meeting every Monday morning, typically 8:15–8:30 AM. This meeting is mandatory for all admins unless excused by a Project Manager.
Required Reporting — Operations Admin
Total number of approved projects currently in the pipeline
Projects that are install-ready, pending materials, or pending access/COIs/documentation
Estimated installation workload for the upcoming 1 week and 2–4 weeks
Any capacity concerns, bottlenecks, or risks
Projects at risk of delay and why
Required Reporting — Sales Admins
Number of new leads received since the last meeting
Current funnel status: new leads, consults scheduled, estimates sent, pending follow-ups
Notable wins, losses, or stalled opportunities
Any recurring objections or patterns
Leads requiring strategy input or escalation
Meeting Preparation Rule
📋
Review TintWiz, HubSpot, and Drive before the meeting. Come prepared with facts and numbers, not general impressions. The meeting should focus on decision-making and alignment — not information gathering.
Section 2 begins when a new inbound or outbound lead is received (call, form, ad, referral, or missed call).
Section 2 ends once the Field Sales Rep successfully attends the scheduled consultation.
Consultation Fee Policy
- First on-site consultation — always free
- Sea Cool reschedules for its own reasons
- Customer cancels with ample (not same-day) notice
- Customer is actively planning to move forward
- Customer cancels same-day and later requests another visit
- Window film projects estimated under ~100 sq ft
Any paid consultation must be clearly disclosed before scheduling and documented in writing.
2A — Lead Intake & Routing
Leads may originate from: Website forms, Google (Ads, Business Profile, SEO), Meta (Facebook/Instagram), Referrals, or Inbound phone calls.
Systems & Tools
- HubSpot (CRM): All leads auto-populate into HubSpot as Deals. Sales process tracked from lead → won/lost status.
- TintWiz: Manages consultation scheduling, preliminary measurements, install dates, and final measurements
- Google Drive: Project folders created once customer agrees to in-person consult. Stores all project documentation (estimates, COIs, photos, etc.)
🔄
Note: Website form automation to HubSpot is currently under construction. Verify all website leads are properly captured in HubSpot.
Sales Admin Verification During First Contact
- Lead source (website, Google, Facebook, referral, call)
- Project city/location (for correct office routing)
- Best contact method (call vs text)
- Lead exists correctly in HubSpot and TintWiz
2B — Lead Contact & Appointment Setting
Lead Response Cadence (When Lead Did Not Reach Us Live)
A1
Attempt 1 — Immediate
2 calls back-to-back → If no answer: text + email
A2
Attempt 2 — Within 1 Hour
2 calls → If no answer: text
A3
Attempt 3 — 3 Hours Later (Before EOD)
1 call → If no answer: text + email
A4
Attempt 4 — Day 2
2 calls → If no answer: text
A5
Attempt 5 — 1 Week Later
2 calls → If no answer: text
No response after Attempt 5 → Lead LOST. Mark as lost in HubSpot.
Outbound Contact Templates
📱 Attempt 1 — Text
Hi [Name] — this is [First Name] with Sea Cool. You reached out about [product] on [platform]. Are you available for a quick on-site consultation? I have [Option A window] or [Option B window].
📧 Attempt 1 — Email
Subject: Sea Cool – scheduling your consultation
Hi [Name], thanks for reaching out to Sea Cool about [product]. The next step is a quick on-site consultation so we can confirm scope and give you an accurate written estimate. Are you available for [Option A window] or [Option B window]?
📱 Attempt 2 — Text
Hi [Name] — just following up from Sea Cool. I can get you scheduled for a consultation. Does [Option A] or [Option B] work?
📱 Attempt 3 — Text
Hi [Name] — checking in from Sea Cool. If you still want help with [product], reply here with the best day/time and we'll get you scheduled.
📧 Attempt 3 — Email
Subject: Sea Cool – quick follow-up
Hi [Name], just following up to make sure you saw my note. If you still want a quote for [product], reply with a time window that works and we'll schedule your on-site consultation.
📱 Attempt 4 — Text
Hi [Name] — Sea Cool here. Last call for scheduling this week: would you like to set up your consultation? Reply with a good time window.
📱 Attempt 5 — Final Text
Hi [Name] — final follow-up from Sea Cool. If you still want help, reply "YES" and I'll get you scheduled. If not, no worries and we'll close this out.
📞 Inbound Call Opening
"Hi, thanks for calling Sea Cool — this is [First Name], how can we help?"
📞 Outbound Call Opening
"Hi [Name], this is [Your Name] with Sea Cool. You recently reached out about [product], and I'm calling to help you get the right information and next steps."
Qualification Core — BANT
A qualified lead is a person or organization with a real project, at a real location, within our service scope, who is open to an on-site consultation to receive accurate pricing and recommendations.
We are NOT asking for a number. We are confirming the customer understands:
- Accurate pricing requires measurements
- Blind pricing is unreliable
- Professional installation is not DIY pricing
- Refusal to schedule = not qualified
The consultation must involve:
- The decision-maker, OR
- Someone who can coordinate the decision-maker
- not qualified" data-es="\"Solo estoy recopilando información para alguien más\" sin acceso = no calificado">"I'm just gathering info for someone else" without access = not qualified
The customer must have a specific problem or goal:
- Heat, glare, privacy, or security
- Interior or exterior shading needs
- Outdoor comfort or protection
- General curiosity alone = not qualified
The project must have a realistic timeframe:
- Soon / next few weeks
- After construction or permitting
- Before a season or event
- not qualified" data-es="\"No tengo idea / tal vez algún día\" = no calificado">"No idea / maybe someday" = not qualified
Handling Common Objections
💬 Objection: "I don't want an appointment." (ALL)
"I understand. What I can do instead is connect you with one of our estimators so you can talk through your questions and see if it even makes sense to move forward. If it doesn't, no problem at all."
💬 Objection: "Just give me a price." (WF / IRS / ERS/A)
"That's fair. Pricing depends on measurements, conditions, and product selection, and we don't want to give you the wrong number. The fastest way to get an accurate quote is a quick on-site consultation."
🔧 Handling Technical Questions You Don't Know
"I'm not 100% sure and I don't want to give you the wrong information. Our estimator is the real pro — I can make a note and he can answer that during an on-site consultation."
Our Product Categories
WF
Window Films (Solar, Security, Privacy, Decorative, Marine, Tint)
IRS
Interior Roller Shades (Commercial only for blinds, no drapes)
ERS/A
Exterior Roller Shades & Awnings
ALL
Applies to all product categories
Phone Call FAQ & Common Questions (Reference Guide)
General Scope & Eligibility
❓ Do you do automotive window film? (WF)
No. Sea Cool provides residential, commercial, and marine window film, not automotive.
❓ Do you work on just one window? (WF)
Typically no. We have a minimum project size of approximately 100 sq ft due to labor and material costs.
❓ How big is 100 sq ft? (WF)
It depends on window sizes, but it can be roughly 6-8 windows or 4-5 sliding glass doors.
Consultations & Scheduling (ALL)
❓ Are consultations free?
Yes. The first on-site consultation is free of charge (see Consultation Fee Policy).
❓ Can the estimator install the same day?
No. After measurements, we prepare and send a written estimate. Once approved and deposited, installation is scheduled.
❓ Do you do consultations at night or on Saturdays?
Consultations are typically Monday-Friday, 9:00am-5:00pm.
Locations & Coverage (ALL)
❓ Where are you located?
South Florida: Lighthouse Point office; service across Broward, Miami-Dade, and Palm Beach.
Texas: Katy-based; service across the Greater Houston Area.
❓ Can I visit your office?
Our office is operational; estimators are typically onsite with clients.
Pricing & Estimates
❓ How much does 100 sq ft cost? (WF)
Pricing depends on product selection, measurements, and field conditions. We avoid firm pricing without measurements.
❓ How do I get an estimate?
We schedule an on-site consultation. The estimator measures and reviews options/samples, then we send a written estimate.
Products & Technical Basics
❓ How does safety / security film work? (WF)
Safety film is thicker than standard film and helps hold glass together if broken.
❓ Does safety / security film make glass bulletproof? (WF)
No.
❓ Do privacy films work day and night? (WF)
Privacy films are primarily daytime solutions. At night, interior lighting reduces privacy; roller shades are recommended.
❓ Do you only sell the rolls? (WF)
No. We provide materials and professional installation.
❓ Do you work with acrylic or plastic windows? (WF)
No. Our films are designed for glass only.
❓ Do you work with awnings? (ERS/A)
Yes. We offer retractable and motorized awnings.
Brands We Carry (Employee Reference Only — Share Only If Asked)
- Film: 3M, Solar Gard, Solyx, Fasara, Suntek, Llumar
- Shades: Magnatrack, Hunter Douglas (Architectural), Mecho Shade, Bandalux, US Custom Shades, Coulisse
2F — Scheduling & Confirmation
Goal: Schedule during first live conversation whenever possible.
Critical Information NEEDED to Schedule
Name (Marine: may be captain or first mate)
Project type (Marine, Residential, Commercial)
Scope check, project size (Window Film ~100 sq ft minimum)
" data-es="Para Marino: marca/modelo de embarcación y nombre (opcional: año) — ej., 2024 Princess Y78 \"Deep Blue\"">For Marine: vessel make/model and name (optional: year) — e.g., 2024 Princess Y78 "Deep Blue"
Optional Information (Helpful But Not Required)
Existing product installed (removal required?)
Manual vs motorized preference
How they heard about Sea Cool
Confirmation Must Include
Reminder that decision-maker / paying customer should be present
Create project only after the customer agrees to the in-person consultation.
Naming Convention (No Dashes)
- 2417 RES John Smith
- 2521 COM Goldman Sachs West Palm
- 2318 MY "Define Maybe" 50 Viking Sportfish
⚓
Marine Note: Use current vessel location as address. Boats move — reconfirm after approval and again before install if delayed.
2H — Cancel, Reschedule, or No-Show
- Document immediately in TintWiz
- If canceling but rescheduling → offer two new windows immediately
- If no-show → treat as cancellation and attempt same-day contact
- Do not delete projects
Section 3 begins once an on-site consultation has been scheduled and the Field Sales Rep successfully attends.
Section 3 ends when a written estimate has been sent and documented in company systems.
Consultation Execution — Global Rules (All Products) ⚒️
- Consultations must be conducted in person unless a Project Manager explicitly approves an exception
- The decision-maker or authorized representative must be present
- The consultation is fact-finding and advisory — not a commitment event
Consultations are not the time to guarantee outcomes, pricing, timelines, approvals, or availability.
Sales Strategy & Mindset — High-Value Consultative Selling 🧠
Source: Alex Hormozi principles
🎯
The goal is not pressure. The goal is value clarity.
Act as a trusted advisor, not a closer. Focus on the customer's desired outcome, not the product itself.
Value Equation — How Customers Decide
- Desired outcome — what they want to achieve
- Likelihood of success — trust in Sea Cool and the solution
- Time delay — how long until they see results
- Effort and risk required — from them
Rules on Asking for the Close ⚠️
- Decision-maker is present
- Scope and solution are fully understood
- Pricing expectations are aligned
- Customer signals readiness or asks about next steps
- Push for a signature as default behavior
- Create artificial urgency
- Pressure high-value or luxury clients
- Treat onsite closing as a quota requirement
💬 Approved Soft-Close Language
\"Assuming the numbers line up, is there anything that would prevent us from moving forward?\"" data-es="\"Si todo se ve bien una vez que el estimado esté finalizado, ¿preferiría continuar esta semana o la siguiente?\"
\"Asumiendo que los números coinciden, ¿hay algo que nos impida continuar?\"">"If everything looks good once the estimate is finalized, would you prefer to move forward this week or next?"
"Assuming the numbers line up, is there anything that would prevent us from moving forward?"
When NOT to Push for the Close
Salespeople should intentionally avoid pushing for an onsite close when:
- The project is high-value or complex
- Multiple decision-makers are involved
- The customer requests time to review
- Final measurements, drawings, or approvals are still pending
In these cases, the correct objective is:
- Secure agreement on scope
- Establish next steps
- Send a clean, professional estimate promptly
Next-Step Ownership (Always Required)
Even when not closing onsite, every consultation must end with a clear next step.
💬 Examples
\"After final measurements, we'll update pricing and confirm scheduling options.\"" data-es="\"Enviaremos el estimado para [día/hora]. Una vez que lo revise, podemos revisar cualquier pregunta.\"
\"Después de las mediciones finales, actualizaremos los precios y confirmaremos opciones de programación.\"">"We'll send the estimate by [day/time]. Once you review it, we can walk through any questions."
"After final measurements, we'll update pricing and confirm scheduling options."
A consultation without a defined next step is incomplete.
Mentality Check (Internal)
Salespeople are expected to believe:
- The offer must earn the close
- Pressure does not replace value
- Long-term trust beats short-term wins
The best outcome is a confident customer who chooses to move forward — not one who feels pushed.
3A — Marine Window Film Consultations 🛥
Consultation Requirements for the Field Sales Rep:
- 2024 Princess Y78 \"Deep Blue\"" data-es="Verificar marca, modelo, nombre de la embarcación (y opcionalmente año) — ej., 2024 Princess Y78 \"Deep Blue\"">Verify vessel make, model, name (and optionally year) — e.g., 2024 Princess Y78 "Deep Blue"
- Verify glass type, condition, and accessibility (think like the installer)
- Identify application type (Solar or Privacy — usually Solar)
- Confirm interior vs exterior exposure to determine warranty
- Document any existing damage, seals, or coatings
- Take photos of each elevation — windshields are always their own section
- Always photograph vessel FL number or name on back (needed for potential lien filing)
Marine Film Warranty Terms
✅
Interior Exposure: 5-Year Warranty
Sea Cool provides a 5-year warranty on all marine window film installed in interior exposure applications, regardless of material or brand used. This covers manufacturer defects, adhesive failure, and normal film performance issues.
❌
Exterior Exposure: NO WARRANTY
Film installed on glass with exterior exposure does not qualify for any warranty. This must be clearly communicated to the customer during consultation and documented in the estimate.
Interior vs Exterior Exposure — Definitions
- Windows kept in air conditioning (lower humidity)
- Surrounding areas are interior finishes
- Cleaned with non-abrasive chemicals and tools
- Same exposure as inside a home
- Exposed glass, always exposed to elements
- Direct contact with salt water
- Sprayed water from hose
- Harsh cleaning processes
🛥️
[IMAGE PLACEHOLDER — Interior Exposure Examples]
Two photos showing interior marine window exposure (salon area, stateroom)
⚓
[IMAGE PLACEHOLDER — Exterior Exposure Examples]
Two photos showing exterior exposure on marine vessels
⚠️
Existing Damage Must Be Documented & Disclosed
Glass delamination, scratches on glass, scratches on wood/leather in pilothouse areas — all must be photographed, documented in Drive/TintWiz, and notified to the captain/owner in writing. We have had to pay for repairs on damage we did not cause. Documentation is the only protection.
🔍
[IMAGE PLACEHOLDER — Example 1: Glass Delamination]
Photo of delaminated laminated glass (often mistaken for film bubbling)
🔍
[IMAGE PLACEHOLDER — Example 2: Glass Scratches]
Photo showing scratches on glass
🔍
[IMAGE PLACEHOLDER — Example 3: Pilothouse Wood/Leather Scratches]
Two photos showing scratches on wood and leather in pilothouse area
3B — Flat Glass Window Film (RES / COM)
- Verify glass type, condition, and accessibility
- Identify application type (solar, security, privacy, decorative)
- Confirm interior vs exterior installation
- Document any existing damage, seals, or coatings
- Take photos of each elevation and representative panes
- Security film thickness must be explicitly listed when applicable
- Exclusions must include glass replacement and structural issues
3C — Interior Shades
- Confirm shade type (roller, zebra, blackout, etc.)
- Confirm manual vs motorized operation
- Identify control type and location; verify power availability if motorized
- Confirm fabric openness and color direction
- Take preliminary measurements of ALL relevant openings during consultation — these will be used to create initial shop drawings
- Document which openings are in scope and which products go where
- Final measurements will be taken later using shop drawings as a guide
- Unit counts, fabric, cassette, and control selections must be specified in estimate
- Exclusions must include electrical work unless explicitly included
3D — Exterior Retractable Shades / Motorized Screens
- Verify mounting structure and attachment surfaces
- Identify obstructions, slopes, and tolerances
- Confirm motor type, controls, and wind sensors if applicable
- Take preliminary measurements of ALL relevant openings during consultation — these will be used to create initial shop drawings
- Document which openings are in scope and which products go where
- Take wide and close-up photos of all mounting areas
- Shop drawings will be created before final measurement visit
- " data-es="Los estimados deben notar \"sujeto a mediciones finales y dibujos de taller aprobados\"">Estimates must note "subject to final measurements and approved shop drawings"
3E — Awnings
- Confirm awning type (fixed, retractable, motorized)
- Verify mounting surface and load capacity assumptions
- Confirm fabric selection and valance details; identify wind exposure and orientation
- Take preliminary measurements during consultation — will be verified before order
- Shop drawings will be created before final measurements are taken
- Estimates must include wind and use limitations
3F — Umbrellas & Parasols
- Confirm placement location, surface type, and base/mounting method
- Confirm size, shape, fabric, clearance, and usage expectations
- Product model, size, and base/mounting method must be specified in estimate
- Exclusions must include site preparation unless included
Estimate Creation & Review — All Products 📄
Estimates are prepared and sent by the Sales Admin unless otherwise directed.
Customer name and project address are correct
Product-specific subsection rules have been followed
Scope matches consultation notes and photos
Measurements and assumptions are clearly stated
Pricing and terms are accurate
Sight Unseen Projects — Why Site Visits Matter
⚠️
2. Make a note in TintWiz that IF they approve, a site visit is MANDATORY before an installation date is given." data-es="IMPORTANTE: Si por alguna razón el proyecto tiene que ser cotizado sin una visita al sitio por un miembro del equipo de Sea Cool, entonces debemos:
1. Agregar una nota al estimado: \"Sin Ver — sujeto a cambio tras visita al sitio\"
2. Hacer una nota en TintWiz que SI aprueban, una visita al sitio es OBLIGATORIA antes de dar una fecha de instalación.">IMPORTANT: If for any reason the project has to be quoted without a site visit by a Sea Cool team member, then we must:
1. Add a note to the estimate: "Sight Unseen — subject to change upon site visit"
2. Make a note in TintWiz that IF they approve, a site visit is MANDATORY before an installation date is given.
This is because a mistake here can COST SEA COOL MONEY.
Why? Customers are often unaware of on-site problems. These can include:
- Existing film that the customer did not know about. Existing film must be removed prior to new film installation. This is added labor and added time that the customer needs to be made aware of BEFORE we begin for billing and time logistics purposes.
- Dirt and debris in the air. The customer does not know the process of installing our products. If there is excess dirt and debris in the air, the quality of the install will be very poor.
- Access issues. The customer has no idea how much access we need to the window or the opening to successfully install.
- Attachment points / inside or outside mount. If we do not make a full site visit, we cannot effectively plan beforehand where and how we are installing shades.
Sending the Estimate (Customer Communication) 🤝
All estimates must be sent in writing.
- Use professional, neutral language
- Invite questions without pressure
- Do not imply urgency, availability, or price guarantees
📧 Approved Framing
"Based on our on-site consultation, attached is your written estimate outlining scope, pricing, and next steps. Please review and let us know if you have any questions."
Documentation & System Updates 📁
After the estimate is sent:
- The estimate must be uploaded to the project folder in Google Drive
- The estimate sent must be logged in TintWiz
- Any customer feedback or questions must be documented in writing
System accuracy is mandatory and supports downstream execution.
Section 3 Completion Gates
Consultation completed and documented
Product-specific consultation requirements met
Measurements verified or noted as pending
Written estimate sent to the customer
Estimate uploaded to Google Drive
Estimate logged in TintWiz
Section 4 begins immediately after the first estimate is sent.
Section 4 ends when the project is either approved and transitions to Section 5, or marked LOST / NO DECISION in TintWiz after the full follow-up cadence is completed.
Core Objectives
The goal of Section 4 is to:
- Confirm estimate receipt
- Answer questions and objections
- Reinforce value (not price)
- Guide qualified customers toward approval
- Maintain professional persistence without pressure
💡
Follow-up is a service function, not a sales annoyance. Most customers do not respond immediately due to timing, distractions, or decision cycles — not lack of interest.
Standard Follow-Up Cadence
D1
Day 1 — Receipt Confirmation
Call the customer. If no answer: leave voicemail + send brief confirmation text.
D3
Day 2–3 — Soft Re-Engagement
Call or text using best contact method. Goal: invite questions and clarify next steps.
D7
Day 5–7 — Value Reinforcement
Call + email. Reinforce product value, process, and professionalism.
D14
Day 14 — Final Attempt
Call or email. Politely ask if timing has changed or if project should be closed out.
No response → mark NO DECISION / LOST in TintWiz.
Approved Follow-Up Scripts
📞 Day 1 — Call Script
"Hi [Name], this is [Your Name] with Sea Cool. I just wanted to make sure you received the estimate I sent over and see if you had any initial questions. Happy to walk through anything with you."
📱 Day 1 — Text (If No Answer)
"Hi [Name], this is [Your Name] with Sea Cool. I just tried giving you a call to confirm you received the estimate. Let me know if you'd like to review anything together."
📞 Day 2–3 — Follow-Up
"Hi [Name], just checking back to see if any questions came up after reviewing the estimate. I'm happy to clarify options or talk through next steps when it's convenient for you."
📞 Day 5–7 — Value Reinforcement
"Hi [Name], I wanted to follow up and see how things are progressing on your end. These projects often take a little time to review, and I'm here if you'd like to talk through design options, timelines, or installation details."
📞 Day 14 — Close-Out
"Hi [Name], I wanted to check in one last time. If now isn't the right time, that's totally fine — just let me know and I can close this out or reconnect later when it makes sense."
Discounts — Strict Control
- Discounts are never offered proactively
- All discounts require Project Manager approval (Alberto or Juan Carlos)
- Approved discounts must be documented in writing and reflected in a revised estimate
- Friends & Family discounts must be real, limited, and approved — never implied or assumed
Financing Guidelines
- Financing may be offered, never promised
- " data-es="Usar lenguaje objetivo: \"Ofrecemos opciones de financiamiento dependiendo de la aprobación.\"">Use objective language: "We do offer financing options depending on approval."
- Do not quote rates, terms, or approvals unless officially confirmed
Timing & Courtesy Guidelines
- Avoid follow-up calls on Monday mornings and Friday afternoons
- Emails and texts are acceptable during those times
- Avoid calls on major holidays: Jan 1, July 4, Thanksgiving Thu/Fri, Dec 24-25, Dec 31
Never pressure or rush a customer. Never skip steps in the follow-up cadence. Never assume silence means rejection.
Section 5 begins once a customer has approved an estimate in writing (signed proposal, email/text approval, or paid deposit).
Section 5 ends when the project is deemed install-ready and officially scheduled.
🚫
Approval does not equal readiness. A project moves forward only after ALL gates below are cleared.
Project Status Definitions
| Status | Definition |
|---|
| Approved | Customer has accepted scope and pricing in writing |
| Pre-Install | Gates are actively being completed |
| Install-Ready | All gates cleared; scheduling authorized |
| On Hold | Waiting on customer, materials, access, or documentation |
Customer Expectation Setting (Required)
Customer expectations must be discussed verbally and confirmed in writing before scheduling installation.
Window Film — Safety & Security
💬 Approved Script
"Safety and security film is designed to hold glass together, not stop bullets. It also takes longer to fully cure — typically 30 to 60 days, sometimes longer if the glass doesn't get much direct sunlight. You may see water bubbles during that time, which is completely normal. If caulking is used, there may be a temporary odor for a day or two."
Window Film — Solar
💬 Approved Script
"Solar film typically cures within about 30 sunny days. During that time, you may see some water bubbles or haze, which will clear as the film fully dries."
Interior Roller Shades
💬 Approved Script
"Roller shades don't fully seal the opening unless side channels and a box are specified. The fabric has to clear the clutch and idler hardware, so some light at the edges is normal. If two shades are installed next to each other, there will also be a small gap between the fabrics unless side channels are added."
Exterior Shades / Screens
💬 Bug Screens
"Bug screens are designed to keep insects out while allowing airflow. They are not intended for wind or storm protection, and some movement during operation is normal."
💬 Hurricane-Rated Screens
"Hurricane-rated screens are engineered for strength first. Because the fabric uses a Kevlar and polyester weave, small visual variations are normal and expected."
Pre-Install Gates — Non-Negotiable
COI Gate
📄
If a COI is required (condos, commercial buildings, marinas, boatyards): must be requested, issued correctly, delivered, and explicitly accepted. Until accepted → project is NOT install-ready.
Materials Readiness — Window Film
- Confirm exact film type, shade, and quantity
- Verify in-stock availability or order with lead time
- Installs may not be scheduled based on assumed availability
Shop Drawings — Two-Stage Process (Shades & Awnings)
📐
Shop drawings are an evolving document. They start as a planning tool and become the final fabrication blueprint after measurements are verified.
Stage 1: Pre-Measurement Shop Drawings
Created once estimate is signed and deposit is received. Based on preliminary measurements from consultation.
- Purpose: Guides the measurement team so they know exactly which openings to measure and what products go where
- Shows: Opening map, preliminary dimensions, product selections, motor sides, controls, groupings
- Used by: Measurement team as their field guide
- Status: Draft / Planning document
Stage 2: Post-Measurement Shop Drawings
Updated after final measurements are taken and verified. Includes any field changes or deductions needed for installation.
- Purpose: Final fabrication and installation blueprint
- Shows: Verified final dimensions, documented deductions, confirmed product specs, any changes from Stage 1
- Requirement: Must be reviewed and approved by customer in writing before fabrication/installation
- Status: Final / Approved document
Stage 2 (Post-Measurement) shop drawings must be approved by the customer in writing before we fabricate or install. If it is not shown in approved Stage 2 shop drawings or covered by a written change order, we do not install it.
Complete Shop Drawing Sequence
- Consultation — Preliminary measurements taken of all relevant openings
- Estimate sent and approved — Customer signs estimate and pays deposit
- Stage 1: Pre-Measurement shop drawings created — Planning document based on preliminary measurements
- Final measurement visit — Team uses Stage 1 shop drawings as guide to verify dimensions and site conditions
- Stage 2: Post-Measurement shop drawings created — Updated with verified final measurements and any deductions
- Customer reviews and approves Stage 2 shop drawings in writing
- Fabrication/Installation proceeds — Based on approved Stage 2 drawings
Interior Roller Shades — Measurement Standards (Use & Aesthetics Matter)
Interior shades must be measured with customer use, symmetry, and visual balance in mind — not just raw dimensions.
Key rules:
- When an opening is too wide for a single shade and multiple shades are required, the split between shades must be planned intentionally
- The preferred split location is directly on a window mullion so the mullion helps visually cover the light gap
- The goal is to keep the opening as symmetrical as possible
If the opening cannot be divided into equal sections:
- The customer must be involved in the decision
- Options must be explained, such as:
- Adding additional shades to maintain symmetry, or
- Proceeding with uneven shade widths if the customer approves
- The customer's preference must be confirmed in writing
💡
Example: A 118-inch-wide opening with mullions at 59 inches can be split into two equal 59-inch shades with the gap landing on the mullion. If mullions do not allow an equal split, the customer must choose between adding a third shade for symmetry or approving uneven shade widths.
Exterior Roller Shades & Screens — Measurement Standards (Accuracy Required)
Exterior systems must be measured inside the opening.
Required horizontal measurements:
Required vertical measurements:
If the opening is greater than 10 feet wide, a third vertical measurement is required:
All measurements must be recorded and used to account for real-world variations. Assumptions or single-point measurements are not acceptable.
Product Samples (Part of Submittal Package)
🎨
Required For: All exterior shade/awning projects, all interior shade projects, window film over 500 sq ft
- Product samples must be reviewed by the customer (in person or shipped/delivered)
- Customer must confirm in writing that the sample reviewed is the product they want installed
- For shade and awning projects, fabric selection must be confirmed by sample — verbal approval is not sufficient
If the customer has not seen a required sample and confirmed approval in writing, the project is NOT install-ready.
Section 6 begins when the Install Team mobilizes on-site.
Section 6 ends once installation is complete and a final walkthrough is conducted with the decision-maker.
Core Objectives
The objectives of this section are to:
- Ensure installations are executed safely, consistently, and per approved scope
- Protect Sea Cool from damage claims, scope disputes, and rework
- Confirm customer expectations during installation, not after completion
- Create a clean, documented handoff into post-install billing and closeout
Pre-Start Site Analysis (Required)
- Identify any pre-existing damage before work begins
- Verify site access, conditions, and safety
- Confirm site conditions match the approved scope
- Take clear photos and videos of any pre-existing damage
- Upload documentation through approved systems
- Notify Operations Admin and customer immediately
No installation work may begin until pre-existing conditions are documented.
🛑
Discovery of Damage During Installation: Stop work immediately. Do not attempt repairs or workarounds. Notify Operations Admin immediately. Work may not resume until Operations Admin provides direction.
🔍
[IMAGE PLACEHOLDER — Damage Documentation Examples]
Same damage photos as Section 3: glass delamination, glass scratches, pilothouse area scratches
Installation Execution Standards
- Follow approved estimate, scope, and shop drawings
- Use manufacturer-approved installation methods
- Maintain a clean and professional jobsite
- Protect surrounding finishes, furnishings, and property
- Communicate issues early, not after completion
- Deviate from scope without written approval
- Make promises or assurances to the customer
- Agree to add-ons, changes, or substitutions on-site
Early Checkback Gate (Critical)
🔁
An early confirmation with the customer is mandatory before proceeding with the full installation.
| Product Type | When to Checkback |
|---|
| Window Film | After 1–2 windows are installed |
| Interior / Exterior Shades / Screens | After the first unit is installed |
| Awnings, Umbrellas, Parasols | After initial setup or first installed unit |
If the customer raises a concern during checkback, stop and escalate before proceeding.
Final Walkthrough Gate (Non-Negotiable)
- Must be conducted with the decision-maker, end user, or paying customer
- Staff-only signoff is not permitted
- Appearance, function, and scope must be reviewed
- Any issues must be documented and assigned
No billing authorization or project closeout may occur without a completed walkthrough.
Section 6 Completion Gates
Pre-start site analysis completed and documented
Installation executed per approved scope
Early checkback completed
Installation fully documented
Final walkthrough completed with authorized party
Operations Admin notified and install completion confirmed
Section 7 begins immediately after a successful final walkthrough.
Section 7 ends when final payment is collected, required documentation is complete, and the project is financially closed.
Core Objectives
The objectives of this section are to:
- Protect Sea Cool's legal and financial position
- Ensure accurate, complete post-install documentation
- Preserve lien rights when applicable
- Close projects cleanly, defensibly, and consistently
Post-Install Documentation (Non-Negotiable)
- Clear photos of all installed panels, units, or treated areas
- Wide shots showing overall installation context
- Close-up shots showing edges, fasteners, seams, and finishes
- Video walkthroughs — especially for exterior shades/screens, multi-panel installs, marine or high-value projects
All panels and installed components must be documented. Lack of documentation exposes the company to unnecessary liability and is not acceptable.
Approved Media Flow
- Installers capture photos and video on-site
- Media sent directly to Operations Admin (commonly via WhatsApp)
- Operations Admin verifies completeness and uploads to correct Google Drive project folder
- All documentation properly named and stored before billing authorization
📁
Required in Drive Before Billing: Before photos (if applicable) · After photos (required) · Video documentation (if taken) · Proof of completion / final walkthrough confirmation · Proof of payment once collected
Billing Authorization Flow
- Install Team completes work and uploads documentation to TintWiz
- Operations Admin confirms installation, documentation, and final walkthrough occurred with decision-maker
- Operations Admin authorizes billing in writing
- Sales Admin issues final invoice and collects payment
Billing may not proceed without Operations Admin authorization.
Contractor Payments & Tax Documentation (W9/1099)
Sea Cool is required for accounting purposes to obtain a completed Form W9 from any contractor or third party before issuing payments over $600 per calendar year.
W9 Requirement
A completed Form W9 is required for:
- Commission payments to referral sources
- Finder's fees to third parties
- Payments to independent contractors or labor
- Any payments exceeding $600 to an individual or unincorporated business in a calendar year
Process — Before Any Payment Over $600
- Obtain a completed Form W9 from the payee BEFORE issuing payment
- Verify the form is complete and legible
- Store the W9 in the project file or designated contractor folder in Google Drive
- Process payment only after W9 is on file
⚠️
Consequences of Non-Compliance:
• IRS penalties may apply for failure to file correct 1099 forms
• Backup withholding requirements may be triggered
• Sea Cool may lose deductions for payments made without proper documentation
No W9 on file = No payment over $600. This applies to commissions, finder's fees, and contractor payments without exception.
Role Responsibilities
- Request W9 from commission/finder's fee recipients
- Verify W9 is complete before processing payment
- Store W9 in appropriate Google Drive folder
- Request W9 from contractors before work begins
- Maintain contractor W9 files
- Flag any payments approaching $600 threshold
- Review compliance during project closeout
- Ensure annual 1099 filings are completed
- Address any W9 compliance gaps
Notice to Owner (NTO) & Lien Rights
Sea Cool uses Notice to Owner (NTO) filings to protect our legal right to payment on qualifying projects. NTOs are a standard legal protection tool — not punitive. Sea Cool uses Sunshine Notices to manage all Florida NTO and lien filings.
When an NTO is Required
⚖️
An NTO must be initiated when ALL of the following apply:
• Total project value exceeds $5,000
• Project is not paid in full within 7 calendar days of work completion
• Project qualifies under lien law
Do not delay NTO initiation due to optimism, verbal assurances, or prior customer relationship.
Missing a deadline is irreversible and exposes the company to financial loss. When unsure — stop, escalate to Project Manager, confirm with Sunshine Notices.
Role Responsibilities — NTO & Liens
- Monitors payment status post-install
- Identifies projects exceeding $5,000 with delayed payment
- Initiates NTO process through Sunshine Notices
- Tracks deadlines and confirmations
- Maintains documentation in Drive
- Continues professional payment follow-up
- Uses objective, non-threatening language
- Does NOT reference liens, NTOs, or legal action in customer-facing communication
- Immediately escalates any customer questions about liens or NTOs to a Project Manager
- Provides approval and oversight on escalations
- Resolves disputes related to payment or lien actions
Customer Communication Rule (Payment Delays)
While an NTO or lien process is active:
- Communication must remain factual and neutral
- Do not threaten, imply legal action, or negotiate lien removal verbally
- All payment-related discussions must be documented in writing
💬 Approved Framing
"Per our standard process, we continue to follow up on outstanding balances while ensuring our project records remain compliant."
Section 7 Completion Gates
Installation complete and documented
Final walkthrough completed
Google Drive documentation verified
Billing authorized by Operations Admin
Final payment collected OR NTO process initiated and documented
Section 8 begins once a project has been fully closed operationally and financially.
Section 8 ends when review outreach and referral follow-up have been completed or properly logged.
Core Objectives
The objectives of this section are to:
- Capture high-quality customer reviews to support brand credibility and sales growth
- Generate referral opportunities in a professional, non-intrusive manner
- Ensure review and referral outreach is consistent, ethical, and well-documented
- Protect Sea Cool's reputation by requesting reviews only from satisfied customers
- Clearly reinforce the ideal outcome of a completed project
🏆
Ideal Outcome (Target Scenario): A satisfied customer → A 5-star review submitted voluntarily → A referral to a family member, friend, or colleague who requests a quote.
Eligibility to Request a Review
Final walkthrough has been completed
Any punch-list items are resolved or clearly assigned
Final payment has been collected
Customer has expressed satisfaction verbally or in writing
If there is any uncertainty regarding customer satisfaction, do not request a review. Escalate to a Project Manager.
Timing of Review Request
Proper timing is critical to review quality and customer experience.
Timing rules:
- Review requests should be made within 24-72 hours of project close
- Do not request a review on the same day as installation unless the customer initiates praise
- Do not request a review if unresolved issues exist
Review Request Process
S1
Step 1 — Ask Permission
💬 Approved Framing
"We're glad to hear you're happy with the project. Would you be open to leaving us a quick review about your experience?"
If the customer declines → do not pressure, log outcome in TintWiz, close out the review task.
S2
Step 2 — Send Review Link
Send the approved review link (Google Business Profile or approved platform). Do not suggest wording or ratings.
💬 Approved Framing
"Thank you — here's the link if you're able to share your experience. We really appreciate it."
S3
Step 3 — One Follow-Up Reminder
One reminder may be sent 3–5 days later if no review is posted. No more than one reminder is permitted.
Platform Guidelines
- Primary platform: Google Business Profile
- Secondary platforms may be used only if approved
- Never incentivize reviews
- Never gate service, warranty, or support based on reviews
⚠️
Violations of platform rules expose the company to penalties and are not permitted.
Handling Negative Feedback
🚨
Escalate immediately to a Project Manager. Negative feedback must be handled privately and professionally." data-es="Si un cliente expresa insatisfacción: No solicitar una reseña. No intentar \"arreglar\" problemas por escrito sin aprobación. Escala inmediatamente a un Project Manager. La retroalimentación negativa debe manejarse de manera privada y profesional.">If a customer expresses dissatisfaction: Do not request a review. Do not attempt to "fix" issues in writing without approval. Escalate immediately to a Project Manager. Negative feedback must be handled privately and professionally.
Referral Outreach — Guidelines
Referral requests must feel natural and optional.
Referral outreach is permitted only when:
- The customer is satisfied
- The project is fully closed
- The review request process has been completed or declined
💬 Approved Framing
"If you know anyone else who might benefit from our services, we'd be happy to help them as well."
Referral Rules
- Referrals are never assumed
- Friends & Family discounts must be real, documented, and approved
- Do not promise referral rewards unless formally approved
- All referrals are treated as new leads and entered into standard intake
Documentation & Tracking
All review and referral activity must be documented.
Documentation requirements:
- Log review request date and outcome in TintWiz
- Log referral names and contact information only if provided voluntarily
- Track referrals as new leads through normal systems
Accurate documentation supports marketing analysis and protects the company.
Section 8 Completion Gates
Review requested or properly declined and logged
Review link sent if permission was granted
One follow-up reminder sent or timed out
Referral outreach completed or logged