Ops — Finance & Presence | Great Home Pro Internal

SYSTEM #39

Vendor Payment SOP

The procedure for paying vendors upon confirmed job completion — defining payment triggers, methods, timing, and monthly reconciliation. Payment only releases after QC and job sign-off are confirmed. Consistent, on-time vendor payment is the foundation of a strong bench.

✓ Requires: System #19 — Job Sign-Off ✓ Requires: System #17 — QC Passed → Feeds: System #30 — Job Cost Tracking

The vendor bench is GHP's operating capacity. A vendor who is paid late, chases invoices, or feels uncertain about when they'll get paid picks up other clients — and becomes unavailable when GHP needs them. Paying vendors on time and consistently is not just good accounting — it is the single most important thing GHP does to protect its ability to deliver jobs.

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Payment only releases after job sign-off (System #19). A vendor whose work has not passed QC and signed off does not receive payment until the job is closed. This protects GHP from paying for incomplete or deficient work — and gives vendors a clear, fair standard to work against.

Payment Trigger Conditions — All Must Be True Before Payment Releases

Job signed off in GHL (System #19 complete)

Job record shows "Completed" status. Sign-off timestamp recorded. This is the payment trigger event.

QC passed (System #17 confirmed)

No open deficiencies. If there was a redo, the re-inspection has passed. Open QC deficiency = no payment release.

Vendor invoice or agreed rate confirmed

Vendor has invoiced GHP or the agreed flat rate is on file. No ambiguity about the amount owed. Discrepancies resolved before payment — not after.

Vendor payment amount logged in GHL job record

Vendor labor cost recorded in job cost fields before payment is released. Ensures System #30 captures data in real time — not retroactively.

No open vendor performance issues on this job

If vendor had a redo at their expense, confirm the redo was completed and no additional cost was passed to GHP before releasing full payment.

Payment Timeline & Method

Trigger Event

Job Sign-Off Recorded in GHL

The moment the job is signed off (System #19), the payment clock starts. The payment window is 3–5 business days from sign-off. This is the window GHP commits to with all vendors and states in the subcontractor agreement.

Day 1 After Sign-Off

Confirm Payment Amount and Log in GHL

Open the job record. Confirm vendor labor cost matches agreed rate or vendor invoice. Log the amount in the job's cost fields. This takes 2 minutes per job and ensures System #30 has accurate data from day one. Do not batch this — log it at sign-off time.

Day 3–5

ACH Payment Processed

Payment processed via ACH directly to the vendor's bank account on file. No cash, no checks, no Venmo. ACH only — it creates a clean, auditable record for every transaction. Vendors without ACH on file cannot be paid and cannot be on the active roster until ACH is set up.

Same Day as Payment

Update GHL — Payment Sent Status

Mark vendor payment as "Sent" in GHL with payment date and amount. This closes the job's cost record and allows System #30 to calculate final job-level gross profit. A job with an open vendor payment is incomplete in the cost record and cannot be included in weekly profitability reporting.

Vendor Payment Rules

Standard Rules

3–5 business days from sign-off — committed to every vendor, every job
ACH only — no exceptions, no cash
Payment amount logged in GHL before sending
Vendor W-9 must be on file — no W-9, no payment
Redo at vendor expense: agreed rate minus any costs GHP absorbed for correction

Flooring & Paint (High Material Float)

Flooring and painting vendors carry material cost upfront
Still targets 3–5 business days from sign-off
GHP collects 50% PM deposit before scheduling these jobs — allows faster vendor payment
Vendors are informed of this at onboarding — they should not be surprised by the float window

Vendor Payment Schedule — Reference

Vendor Type	Typical Rate Structure	Float Exposure	Payment Window
Handyman (Rent Ready)	Flat rate per job — agreed at onboarding. Rent Ready typically $80–$120 per unit.	Minimal — no materials	3–5 business days
Cleaning (Vacancy)	Flat rate by bedroom count — confirmed at booking.	Minimal — own supplies	3–5 business days
Carpet / Tile Steam	Per job flat rate by bedroom count.	Low — equipment cost only	3–5 business days
Flooring Replacement	Supply + install per sq ft or flat by bedroom. Vendor carries material cost.	High — materials upfront	3–5 days · PM deposit first
Interior Painting	Per bedroom flat rate. Vendor carries paint cost.	High — paint + labor	3–5 days · 50% PM deposit required
Drywall / Handyman (Repair)	Quoted per job based on scope. Level 1–3 drywall has defined price ranges in GHP pricing sheet.	Low-medium	3–5 business days

End of each month: pull all vendor payments from GHL and reconcile against bank ACH records. Every payment logged in GHL should match a corresponding ACH transaction. This reconciliation also identifies any vendor not paid within the 5-day window. Vendors should never have to chase GHP for payment.

SYSTEM #30

Job Cost Tracking

The system for recording the actual cost of every job — vendor labor, authorized materials — and comparing against the invoiced amount to calculate job-level gross profit. This tells GHP exactly what each job made. Without it, revenue is guesswork and pricing decisions are blind.

✓ Requires: System #22 — Invoice (revenue line) ✓ Requires: System #39 — Vendor Payment (cost line) → Feeds: Weekly Scorecard, PFC Allocations, Pricing Review

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The cost record is finalized when vendor payment is logged in System #39. A job is not complete in System #30 terms until both the invoiced amount and vendor payment are recorded in GHL. Real-time job profitability requires real-time cost entry — not monthly batch updates.

Revenue is not profit. A Rent Ready that invoices at $350 and costs $160 in vendor labor makes $190 gross. The same job with $220 in vendor labor and $40 in materials makes $90 gross — less than half. Without job-level cost tracking, GHP cannot identify where it is underpriced, where vendor costs are creeping, or which service lines are actually profitable.

Fields Tracked Per Job — Every Job

Field	What to Record	When
Job Number	GHL job ID — the primary key that ties all cost data to the job record, UCR, invoice, and vendor payment	At job creation
Invoiced Amount	Total amount invoiced to PM — from System #22. The revenue line for this job.	At invoice send
Vendor Labor Cost	Total amount paid to vendor(s). If multiple vendors on one job, each listed separately then summed. Pulled from System #39 vendor payment record.	At payment log
Materials Cost	Total cost of materials purchased for this job — smoke detectors, toilet seats, air filters, etc. Pulled from material receipt log in the job record. Logged at time of job — not estimated later.	At job sign-off
Total Job Cost	Vendor labor + materials. Calculated field.	Auto / calculated
Gross Profit	Invoiced amount minus total job cost. Dollar contribution of this job to GHP's overhead and owner pay.	Auto / calculated
Gross Margin %	Gross profit ÷ invoiced amount. Benchmark for a healthy Rent Ready is 50%+. Below 40% on any job type triggers a pricing or cost review.	Auto / calculated
Service Type	Rent Ready \| Vacancy Cleaning \| Drywall \| Flooring Clean \| Flooring Replace \| Painting \| Other. Used to segment profitability by service line.	At job creation

Target Gross Margins — By Service Type

50–60%

Rent Ready Package
Target margin on $350 job

45–55%

Vacancy Cleaning
Varies by unit size

40–50%

Flooring Cleaning
Steam clean, tile & carpet

35–45%

Drywall Repair
Varies by patch level

25–35%

Interior Painting
High material float

25–35%

Flooring Replacement
Supply + install

📉

Any job under 35% gross margin triggers a review. Either the job was priced too low, vendor costs ran higher than expected, materials weren't logged correctly, or something was authorized that shouldn't have been. Find the cause and adjust before the next similar job.

Example Job Cost Record

Example — Rent Ready + Vacancy Cleaning (3BR Unit)

Line Item	Amount	Type
Rent Ready Package (invoiced to PM)	+$350.00	Revenue
Vacancy Cleaning 3BR (invoiced to PM)	+$375.00	Revenue
Handyman vendor labor (Rent Ready)	−$110.00	Vendor Labor
Cleaning vendor labor (3BR vacancy)	−$160.00	Vendor Labor
Materials: 2x smoke + 1x CO detector	−$42.00	Materials
Materials: toilet seats (2 bathrooms)	−$28.00	Materials
Materials: air filter	−$14.00	Materials
Total Invoiced	$725.00
Total Job Cost	$354.00
Gross Profit	$371.00
Gross Margin	51.2%	✓ Within target

How This Data Gets Used

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Weekly Scorecard

Total jobs completed, total revenue invoiced, total gross profit, average margin by service type. Reviewed every Monday. Identifies week-over-week trends before they become problems.

Weekly

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PFC Allocation (Financial Thermostat)

Gross profit feeds PFC (Profit First for Contractors) account allocations. Owner pay, operating expenses, tax, and profit reserve percentages are applied to gross profit — not revenue. Accurate gross profit tracking is required for correct PFC allocations.

PFC

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Monthly Pricing Review

Review average gross margin by service type. If a service line is consistently under target, either vendor rates need renegotiation or PM pricing needs adjustment. This review is only possible if cost data is entered in real time — not retroactively estimated.

Monthly

🔧

Vendor Cost Monitoring

Tracking vendor labor cost per job over time identifies vendor cost creep — a vendor slowly increasing their rates or billing for scope additions. If a vendor's average cost per job rises without a corresponding change in scope, that conversation happens before it becomes a margin problem.

Monthly

System #30 only works if data is entered at the right time. Three entry points: (1) Material receipts logged at job sign-off — not estimated, not batched. (2) Vendor labor cost logged when vendor payment is confirmed — same day as System #39 payment. (3) Invoice amount from System #22 — confirm it matches. Any gap produces an inaccurate gross profit number. An inaccurate number is worse than no number — it creates false confidence.

SYSTEM #69

Google Business Profile Management SOP

The procedure for maintaining Great Home Pro's Google Business Profile — keeping the listing accurate, responding to reviews, and executing the monthly 20-minute maintenance task. The GBP is the front door for property managers searching for turnover services in GHP's market area.

→ Works with: System #71 — Review Acquisition Runs: 1st of every month + after every review

A PM who Googles "rent ready company Chandler AZ" and sees GHP's listing with 30+ reviews and a professional description is more likely to call than one who sees a bare listing or no listing at all. The GBP is free, takes 20 minutes a month to maintain, and directly influences whether PMs who have never heard of GHP pick up the phone. It is the lowest-cost lead source that GHP controls directly.

GHP Review Link — Share With Every Happy Client

Key Metrics — Current State & 6-Month Target

Current Reviews
As of system setup

6-Month Target
+15 reviews in 6 months

Monthly Maintenance
Minutes · 1st of each month

Monthly GBP Maintenance — 1st of Every Month (20 Minutes)

Monthly Checklist — Run on the 1st of Each Month

Check and respond to any new reviews received since last check

~5 min — See response protocol below for how to respond by star rating

Verify all business info is accurate — phone, website, hours, address, service area

~3 min — Compare against what's actually true. Update anything that's changed.

Check the Q&A section — answer any unanswered questions

~2 min — Unanswered questions look unprofessional to PMs who are evaluating GHP

Post one update or photo to the GBP — recent job photo (no address visible), seasonal service note, or business update

~5 min — Active posts signal GHP is operating. Inactive listings look dormant.

Review current rating — note if average has changed since last month and log in GHL

~2 min — Track month-over-month. A dropping rating needs investigation.

Check GBP insights — note how many people viewed the profile and called from it this month

~3 min — Available in GBP dashboard under Insights. Log in GHL for monthly tracking.

Review Response Protocol

★★★★★

Respond within 24 hours. Thank them by first name. Reference one specific thing from the review if they mentioned a service or address. Keep it to 2–3 sentences. Do not use a generic template response — PMs read responses.

Within 24 hrs

★★★★☆

Respond within 24 hours. Thank them. If they mentioned anything that was less than perfect, acknowledge it directly — "We hear you on [X] and are always working to improve." Never be defensive. Offer to discuss directly.

Within 24 hrs

★★★☆☆

Respond same day. Acknowledge the experience. Do not explain or make excuses. Offer a direct conversation: "I'd like to understand more about your experience and make it right — please reach out directly at 602-932-6727." Professionalism in a 3-star response is visible to every PM who reads it.

Same day

★★☆☆☆
★☆☆☆☆

Respond within 2 hours. Call Daniel immediately. Do not respond to a 1 or 2-star review without reviewing the job record and understanding what happened. Response should: acknowledge the concern, not be defensive, and offer a direct resolution path. Never argue publicly.

Within 2 hrs · Daniel call first

GBP Business Description

Great Home Pro delivers professional property turnover services across the East Valley and Greater Pinal County — built specifically for property management companies that need reliable, documented results without the follow-up. Our core services include Rent Ready Packages, vacancy cleaning, flooring cleaning and replacement, interior painting, and drywall repair — all backed by our Unit Condition Report (UCR), which provides before-and-after photos, compliance documentation, and condition findings delivered within 24 hours of job completion. Every job is managed by an owner, not a call center. Property managers who work with us stop chasing updates because we deliver them automatically. (748 characters)

SYSTEM #71

Online Review Acquisition System

The procedure for consistently collecting Google reviews from property managers — defining when to ask, how to ask, and how to follow up. Reviews compound over time. Every review GHP earns today makes the next PM call easier to close.

✓ Runs after: System #21 — UCR Delivery → Works with: System #69 — GBP Management Target: 15 → 30 reviews in 6 months

Most service businesses lose reviews not because clients won't leave them — but because no one ever asks, or they ask at the wrong moment. The right moment is when the PM is feeling the most positive about GHP: right after a smooth delivery, right after a problem was resolved well, or after a conversation where they said something complimentary. A review ask at the right moment, done the right way, converts at 40–60%. An ask at the wrong moment or in the wrong way converts at nearly zero.

GHP Review Link

The 4 Trigger Moments — When to Ask

Trigger 01 — UCR Delivery

PM Receives UCR Same Day — Ask in the Follow-Up

Hi [Name] — just checking in to confirm you received the UCR for [address]. Let me know if you have any questions on the findings. If you've been happy with how we handle your turnovers, we'd really appreciate a quick Google review — takes 30 seconds and it means a lot to us: [review link]

Attach this to the 48-hour UCR follow-up text or email (System #21). Do not ask on the day of delivery — the follow-up is the right moment.

Trigger 02 — Multiple Jobs Completed

PM Has Sent 3+ Jobs — Ask After the 3rd or 4th

Hey [Name] — we've had the chance to work on a few of your properties now. Really appreciate the trust. If you've been happy with the service, a quick Google review would go a long way for us: [review link] No pressure — just wanted to ask.

This is the most effective ask. A PM who has sent multiple jobs has revealed their trust through behavior. They are the most likely to leave a 5-star review. Ask after the 3rd or 4th job — not the first.

Trigger 03 — Problem Resolved Well

PM Complimented GHP After a Callback Was Handled

Really glad we got that sorted for you quickly — that's exactly how we want to handle things. If you'd be willing to share your experience, even a quick Google review about how we handled it would mean a lot: [review link]

A PM who was impressed by a resolution is actually more motivated than one who had a smooth job. The callback became a demonstration of GHP's character. Ask within 24 hours of them confirming resolution.

Trigger 04 — In-Person or Call Compliment

PM Says Something Like "You Guys Are Great"

"That means a lot — really appreciate it. If you ever have 30 seconds, a quick Google review would help us reach more property managers like yourself. I can text you the link right now if you'd like."

Say this in the moment, on the call or in person. If they say yes — text the link immediately while they're still thinking about it. If they say not now — note it in GHL and follow up after the next job.

6-Month Review Milestone Plan

Months 1–3 · Current to 22 Reviews

Ask every PM after their 2nd or 3rd job using Trigger 02 script
Add Trigger 01 ask to every 48-hour UCR follow-up (System #21)
Goal: 2–3 new reviews per month = 6–9 total added in 3 months
If a PM says "I'll do it" — follow up once if they haven't posted in 3 days
Never ask the same PM twice in the same 60-day window

Months 4–6 · 22 to 30 Reviews

Continue Trigger 01 and Trigger 02 on all active PMs
Identify the 3–5 PMs who haven't left a review yet but have sent 3+ jobs — make a personal ask by phone (Trigger 04 method)
Goal: 2–3 new reviews per month = hit 30 total by month 6
30 reviews with a 4.8+ average puts GHP in the top tier for local property turnover search results

What Not to Do

⚠️

Never offer incentives in exchange for reviews. No gift cards, no discounts, no "I'll give you a deal on the next job" — Google explicitly prohibits this and it puts the entire GBP at risk of suspension. The only ask is an honest request from someone who did good work. That ask, made consistently, is enough.

Track review asks in GHL. When you send a review link, log it on the PM's contact record: date, which trigger was used, PM's response. This prevents asking the same PM too frequently and lets you see which trigger moments convert best over time. At 20 reviews, run a quick analysis — which trigger produced the most reviews? Double down on that one.