Review and re-tier all active PMs on the first Monday of every month. Tier A PMs who drop below 8 jobs/month get a same-week call before being moved down. Tier C PMs who send their 3rd job in a month get promoted to Tier B immediately.
Tier A — Strategic
8+ jobs/month
or PCP enrolled
Your most important accounts. Protect these above everything. A single lost Tier A PM represents significant monthly revenue.
Scheduled call
Monthly — set a recurring date
Post-job touch
Every single job — no exceptions
Re-engage trigger
14 days without a job — call same week
GHL status
Loyal Partner (10+ jobs) or Active Partner
Referral ask
After 3rd job — see Referral tab
Tier B — Active
2–7 jobs/month
Consistent but not peak volume. These are your growth accounts — the ones who might become Tier A with the right attention.
Scheduled call
Bi-monthly check-in
Post-job touch
Every third job — or any job flagged
Re-engage trigger
30 days without a job — check-in call
Referral ask
After 3rd job — see Referral tab
Tier C — Trial / Emerging
0–1 jobs / under 90 days
Just started or haven't sent a second job yet. Critical 90-day window. Most PMs who become Tier B decide within their first three jobs.
Post-1st-job
Call within 48 hours — always
Monthly touch
Email check-in
Re-engage trigger
45 days no job — call to ask why
GHL status
Active Partner · New Partners First Job SmartList
Promote to B
When 3rd job arrives in same month
The Re-Engagement Rule
A Tier A PM who goes 14 days without sending a job gets a call that week — not a text, not an email. A call. You're not asking for business. You're checking in. "Hey, things been slower this month or is everything on your end okay?" Most of the time it's nothing. Occasionally it's the first signal they're unhappy. Either way, you found out before they quietly stopped calling.
Day 45
Move to Inactive. Reactivation call attempt 1. Check in — not a sales call.
Phone call
Reactivation #1
Day 60
If no response at Day 45 — second attempt. Brief voicemail if no answer.
Call + VM
Reactivation #2
Day 75
No response to either attempt — move to Not a Fit. Record preserved.
GHL update
Not a Fit
Reactivation Call Script
"Hey [Name], Daniel with Great Home Pro. I noticed we haven't worked on anything together in a bit — wanted to reach out and make sure everything's good on your end. Are things just slower right now or is there something we could be doing better for you?"
Do not open with a pitch. Open with a genuine check-in. If something went wrong, this is when you find out. If it's just a slow period, they'll tell you that too — and now you're the vendor who called to check on them instead of just chasing the next job.
GHL Automation
A post-job touch task is automatically created in GHL 48 hours after job status moves to UCR Delivered. The task appears in your daily queue. Do not let it sit more than 24 hours past the due date.
Tier A
Every single job — no exceptions. Within 48 hours of job close.
Always call. No substitute.
Post-Job Touch — Called
Tier B
Every third job — or any job where there was a delay, issue, or special circumstance.
Call first. Text if no answer after 2 attempts.
Post-Job Touch — Called / Texted
Tier C
After their very first job — always call. Jobs 2–3, text acceptable.
Call after job 1. Text jobs 2–3.
Post-Job Touch — Called / Texted
The One Question That Matters Most
"Is there anything you'd want us to do differently next time?"
Ask this on every call. Then stop talking. What they say next is the most valuable feedback you can get — and asking it is what makes PMs feel heard. Most vendors never ask.
Standard Post-Job Touch — All Tiers
"Hey [Name], Daniel with Great Home Pro. Just following up on the work we completed at [address] — wanted to make sure you got the report and everything looked good on your end. Is there anything you'd want us to do differently next time?"
After a Particularly Clean Job — Tier A
"Hey [Name], Daniel here. We just closed out [address] — I wanted to personally make sure the documentation met your standard and that the team did what you needed. How'd it come out from your side?"
After Their First Job — Tier C
"Hey [Name], Daniel with Great Home Pro. We just finished up your first job with us over at [address] — I wanted to make sure the report came through and that you were happy with how everything went. First job is always a test on both sides — so genuinely, is there anything we could have done better?"
If They Flag an Issue
"I hear you — that's on us. Can you tell me specifically what fell short? I want to make sure I address it directly before your next job comes in."
If they flag anything — even minor — do not minimize it or move on. Capture exactly what they said in the GHL Notes field immediately after the call. If it's a quality issue, it moves to the Complaint Recovery tab.
Track These Fields in GHL
Referred By — who sent them · Referral Ask Made (Yes/No/Date) · Referral Outcome — who they named · Referred PMs — any PM they sent your way
Trigger 1
After their 3rd completed job
Pattern is established. They've used you enough to have an opinion. Trust is real. This is the primary ask moment.
Trigger 2
After a clean complaint recovery
You handled a problem well and they acknowledged it. High-trust moment. PM is actually more loyal after a well-handled redo than after a smooth first job.
Trigger 3
After their first PCP visit cycle closes
They've seen the full process — scheduling, visit, documentation, invoice. If they're happy with PCP, they'll refer another PM without hesitation.
Never ask before job 3. Never ask immediately after a complaint — wait until recovery is complete and they've confirmed satisfaction. Never ask twice in the same quarter.
Primary Ask — At End of Post-Job Touch Call
"Hey — before I let you go. We're trying to grow our PM network in the East Valley and Pinal County. If there are other property managers you work with or know who might benefit from what we're doing, I'd really appreciate an introduction. No pressure at all — just wanted to put it out there."
If They Say "I'll Think About It"
"Of course — no rush. If someone comes to mind naturally, just send them our way. We'll take good care of them."
If They Give a Name
"That's great — I really appreciate that. Is it okay if I mention your name when I reach out to them, or would you prefer to introduce us first?"
If they give a name — log it in GHL immediately. Create a new PM record for the referral. Tag it as referred by [Name]. When you call the referral, mention the referring PM in your opener. Do not cold-call a referral — warm-call them.
Step 1 — Get the name
Ask at the right moment. Record any name they give you immediately. Don't rely on memory.
Step 2 — Clarify permission
Ask whether they want to introduce you or if they're okay with you reaching out directly. Respect the answer.
Step 3 — Log in GHL
Create the new PM Company record. Set Source = Referral. Tag Referred By = [PM Name]. Set status to Prospect.
Step 4 — Warm call within 48 hours
"Hi [Name] — [Referring PM] mentioned I should reach out. I work with her on turnovers and property care in the East Valley and Pinal County — she thought we might be a good fit for what you do."
Step 5 — Thank the referring PM
After the call with the referral — text or email the referring PM to let them know you connected. Simple and fast. It closes the loop and reinforces the relationship.
Activation Triggers
This protocol activates when: (1) a post-job touch call surfaces a flag · (2) a PM's job volume drops suddenly (Tier A goes 14 days without a job, Tier B goes 30 days) · (3) a PM sends a direct complaint by any channel · (4) a PM stops responding entirely after an issue was raised. All complaints are logged in GHL Notes with a date stamp.
Serious complaints — quality failure, no-show vendor, missed deadline — always get a phone call. Never handle a real complaint by text or email. Text and email feel like you're managing them. A call says the relationship matters to you personally.
1
Acknowledge the Specific Failure
Name exactly what went wrong. Don't generalize. "We dropped the ball on communication" is vague and sounds like you're minimizing it. "The vendor didn't show up when we said they would and we didn't call you first" is specific and shows you know what happened.
"I want to start by acknowledging specifically what happened — [state it exactly]. That's on us, and I understand why you're frustrated."
2
Own It Without Qualification
No "but the vendor..." or "it was unusual circumstances." You are the service provider. Everything that happens under your name is your accountability. Explanations come after the apology, and only if they ask.
"There's no excuse for it. I'm not going to make one. I should have caught this before it became your problem."
3
Explain What Changed
Tell them what specific action you took so the same thing doesn't happen again. If nothing changed yet, tell them what you're going to change. Be specific. "It won't happen again" with no substance is the same as nothing.
"Here's what we've changed: [specific action]. The next job you send us will be handled differently in this specific way."
4
Ask What It Takes to Earn the Next Job
Don't assume they want to continue. Ask directly. Give them the ability to say no without pressure. Most PMs who have a complaint resolved well will give you another shot — but only if you ask for it explicitly.
"I'd like to earn the next job if you're open to giving us the opportunity. What would need to be different for you to feel comfortable sending us something again?"
5
If They Decline — Respect It and Set 90 Days
Don't push. Don't promise again. Respect the decision. Thank them for being direct with you. Log in GHL. Set a 90-day re-contact task. Vendors who handle a hard no gracefully get called when circumstances change — because the PM remembers how you acted.
"I understand completely. I appreciate you being direct with me — that actually helps. If your situation ever changes and you want to give us another shot, we'll be here."
Vendor accountability: If the failure was caused by a specific vendor, update that vendor's Performance Rating in GHL. Two redo incidents from the same vendor triggers a formal vendor review. Three incidents = vendor placed on inactive status pending review.
Build Order Rule
Do not build NARPM presence before the calling and intake foundation is operational. Systems 62/63/64 (the PM Calling Engine) must be functioning first. NARPM presence amplifies a working sales motion — it does not replace one. Build NARPM after, not before.
Arizona NARPM Chapter — Attend Events
Attend quarterly meetings. Don't attend as a vendor — attend as someone who wants to understand the challenges PMs face. Meet people. Don't pitch. Let the quality of your presence speak. Cross-reference the attendee list against your GHL prospect list after every event.
PRIORITY 1
LinkedIn Company Page
2–3 posts per week. Before/after photos of completed work. Market observations. No vendor-speak. Goal is professional credibility when a PM searches you after a cold call. They will search you. Be findable and look legit.
PRIORITY 2
PM Facebook Groups
Join local Arizona PM groups. Participate by answering questions — not promoting. Build recognition before anyone knows you're a vendor. Secondary channel only.
SECONDARY
Ask to Present / Sponsor
After consistent attendance over 2+ quarters, approach the chapter about presenting a short educational topic — smoke/CO compliance, documentation best practices, etc. Not a pitch. A session. This establishes expert positioning that cold calls never can.
PHASE 2
GHL Tag: NARPM Contact
Any PM you meet at a NARPM event gets a specific tag in GHL: NARPM — Met at Event. These contacts go into a warm lead sequence — not the standard cold call sequence. Their first outreach call opens with "We met at the NARPM meeting in [month]" — not the standard cold opener. This distinction matters and your conversion rate will be higher on these contacts.
Introduction at an Event — Not a Sales Call
"Hey, I'm Daniel — I run Great Home Pro. We handle rent-ready turnovers for PM companies in the East Valley and Pinal County. I'm here to meet people and understand more about what PMs in this market are dealing with. What do you manage?"
If They Ask What You Do More Specifically
"One call, we handle the whole reset — smoke and CO, rekey, cleaning, condition report in their inbox same day. We work with a handful of PM companies right now and we're selective about who we take on because we want to maintain the service standard. What does your turnover process look like?"
Leave without pitching. The goal of the first interaction is to be remembered as a professional who asked good questions and listened. Business comes after that.
Architecture Note
GHP does not use a GHL Opportunities pipeline. All job workflow runs through the Project custom object and its SmartList views (System 25). The PM Company Relationship Status field is the only sales-stage indicator in the system. It lives on the PM Company object — not in a pipeline.
Prospect
On the call list but no real conversation yet. No relationship established.
Added during prospect research. Default status for any new PM record.
Cold call. Outreach has not happened yet.
Next Follow-Up Date task created on record
Active — In Conversation
A real conversation has happened. PM knows who GHP is. No job committed yet.
First phone conversation completed. PM did not say no. Intro call scheduled or follow-up in progress.
Intro call or next follow-up. Move to Active Partner the moment a job is received.
Follow-up task auto-created at Next Follow-Up Date
Active Partner
PM has sent at least one job. Relationship is live and operational.
Set the moment the first Project record is created and linked to this PM Company.
Deliver on the job. Run post-job follow-up. Watch New Partners — First Job SmartList.
Post-job touch task fires 48 hrs after UCR delivery
Loyal Partner
PM sends jobs consistently. Relationship is proven over time. High-value, protected account.
Manually set by owner when PM has sent 10+ jobs with no disputes and a strong history. Not automatic.
Maintain cadence. Flag for milestone recognition. Protect this relationship above all others.
Monthly check-in reminder task
Inactive
Was active but has stopped sending jobs. No contact in 45+ days without explanation.
Manually set when an Active or Loyal Partner goes 45 days with no job and no response to follow-up.
Reactivation sequence: call at Day 45, call at Day 60, move to Not a Fit at Day 75 with no response.
Reactivation task fires at 45-day mark
Not a Fit
Will not be worked. Declined, failed scope qualification, or never responded through full reactivation.
Set when: explicitly declined, out of service area, failed Scope Qualification (#35), or 75 days inactive with no response.
No further outreach. Record preserved for reference only.
None — remove from active lists
Note on "Trial Job" framing: GHP does not sell on a trial basis. The moment a PM sends a job, they are an Active Partner — full stop. The first-job vs. established distinction is tracked by Project association count, not a status stage. See the New Partners — First Job SmartList below.
Job Received
Job confirmed. No vendor assigned yet. Owner / Intake acts next. Must not sit here more than 24 hours.
Vendor selected and work order sent → Vendor Assigned
🔴 Open — Needs Vendor
Vendor Assigned
Vendor confirmed and work order sent. Job not yet started. Vendor acts next.
Vendor reports work started → In Progress
🟡 Vendor Assigned — Pending
In Progress
Work actively being performed at the property. Vendor acts next.
Vendor reports complete + photos submitted → QC Pending
🔵 In Progress
QC Pending
Work done. Waiting for quality review. Owner / QC Reviewer acts next.
QC passed → next stage. QC failed → Disputed / Redo
🟠 QC Pending
Completed — Needs UCR
Passed QC. UCR not yet started. (Turnover / UCR Only only.) Owner / UCR Writer acts next.
UCR draft complete → UCR In Progress
🟣 Needs UCR
UCR In Progress
UCR being written, reviewed, or finalized. Not yet delivered. Owner / UCR Writer acts next.
UCR delivered to PM → Ready to Invoice
⚪ UCR In Progress
Ready to Invoice
All deliverables complete and delivered. Invoice not yet created. Owner / Billing acts next.
Invoice created and sent in GHL Payments → Invoiced
🟢 Ready to Invoice
Invoiced
Invoice sent. Payment not received. Owner / Billing acts next.
Payment received and marked paid in GHL → Paid
💰 Invoiced — Unpaid
Paid
Invoice paid. Job fully closed. All vendor costs logged. Confirm all Section 5D fields filled before marking Paid.
Final state — no further movement
✅ Closed This Month
Disputed / Redo
PM flagged a quality issue. Redo or callback in process. Owner acts next.
Redo completed and PM satisfied → return to QC Pending
🔁 Disputed / Redo
Cancelled
Cancelled before work began. Record preserved. Document reason in Notes.
None — final state
(No SmartList)
Job Received
GHL automation created this record when PCP Next Visit Due date was reached. Needs tenant confirmation and scheduling. Owner / Scheduler acts next.
Tenant confirmed and field person assigned → Vendor Assigned
🔄 PCP — Scheduling Due
Vendor Assigned
Visit scheduled. Tenant confirmed. Field person assigned. Waiting on visit date. Field Person acts next.
Visit completed + field notes submitted → Completed — Needs UCR
📅 PCP — Confirmed / Upcoming
Completed — Needs UCR
Visit done. Condition update not yet written or delivered to PM. Owner / Report Writer acts next.
Condition update written and delivered → Ready to Invoice
🏠 PCP — Visit / Report Pending
Ready to Invoice
Condition update delivered to PM. Invoice not yet created. Owner / Billing acts next.
Invoice created and sent → Invoiced
🟢 PCP — Ready to Invoice
Invoiced
Invoice sent. Payment not received. Owner / Billing acts next.
Payment received and marked paid → Paid. GHL automation sets Next Visit Due on Property record.
💰 PCP — Invoiced Unpaid
Paid
Visit paid and closed. Next visit cycle auto-set on Property record. Confirm GHL Automation Triggered = Yes on the Project record.
Final state — confirm automation fired
✅ PCP — Closed This Month
🔴 Open — Needs Vendor
Job Type ≠ PCP Visit · Job Status = Job Received
Jobs confirmed but no vendor assigned. Never sits here more than 24 hours.
🟡 Vendor Assigned — Pending
Job Type ≠ PCP Visit · Job Status = Vendor Assigned
Vendor confirmed, work order sent. Waiting for start date.
🔵 In Progress
Job Type ≠ PCP Visit · Job Status = In Progress
Actively being worked on site.
🟠 QC Pending
Job Type ≠ PCP Visit · Job Status = QC Pending
Work complete. Needs QC review before advancing.
🟣 Needs UCR
Job Type ≠ PCP Visit · Job Status = Completed — Needs UCR
Passed QC. UCR not yet started.
⚪ UCR In Progress
Job Type ≠ PCP Visit · Job Status = UCR In Progress
UCR being written. Not yet delivered to PM.
🟢 Ready to Invoice
Job Type ≠ PCP Visit · Job Status = Ready to Invoice
Everything delivered. Invoice not yet created.
💰 Invoiced — Unpaid
Job Type ≠ PCP Visit · Job Status = Invoiced · Payment Received = No
Invoice sent. Awaiting payment.
✅ Closed This Month
Job Type ≠ PCP Visit · Job Status = Paid · Payment Received Date = This Month
Paid and closed. Current month only.
🔁 Disputed / Redo
Job Type ≠ PCP Visit · Job Status = Disputed / Redo
Quality issue in process.
🤝 New Partners — First Job
PM Company object · Relationship Status = Active Partner · Project Associations = 1
Lives on the PM Company object, not Project. PMs who have sent exactly one job. Watch for post-job follow-up. Drops off automatically when second Project is linked.
🔄 PCP — Scheduling Due
Job Type = PCP Visit · Job Status = Job Received
Auto-created by GHL. Needs tenant confirmation and scheduling.
📅 PCP — Confirmed / Upcoming
Job Type = PCP Visit · Job Status = Vendor Assigned
Visit scheduled and confirmed. Waiting on visit date.
🏠 PCP — Visit / Report Pending
Job Type = PCP Visit · Job Status = Completed — Needs UCR
Visit done. Condition update not yet delivered to PM.
🟢 PCP — Ready to Invoice
Job Type = PCP Visit · Job Status = Ready to Invoice
Condition update delivered. Invoice not yet created.
💰 PCP — Invoiced Unpaid
Job Type = PCP Visit · Job Status = Invoiced · Payment Received = No
Invoice sent. Awaiting payment.
✅ PCP — Closed This Month
Job Type = PCP Visit · Job Status = Paid · Payment Received Date = This Month
Paid and closed this month. Confirm automation fired.
1
Status Reflects Reality — Not Intention
A job does not move to QC Pending until the vendor reports work complete. A job does not move to Ready to Invoice until the UCR is actually delivered. The status on the record is what is true right now — not what you hope will happen next.
Every stage exists for a reason. QC is performed on every job. UCR is delivered on every qualifying job. Invoice fires only after delivery. No exceptions without a documented reason in the Notes field.
No job sits in Job Received for more than 24 hours without a vendor assigned. The 🔴 Open — Needs Vendor SmartList is reviewed every morning. Any job older than 24 hours in that view is flagged and escalated to the owner immediately.
4
Relationship Status Is Set Intentionally
Relationship Status is not updated automatically unless a GHL automation is explicitly configured for that transition (System 26). It reflects a judgment call — not just the last action taken. Active Partner means a job has been received. Loyal Partner is set by the owner only, based on history.
5
Section 5D Fields Before Marking Paid
Before any job moves to Paid, confirm these fields are filled: Job Type · Invoice Amount · Vendor Cost — Total · Payment Received Date · UCR Offered · Work Order Sent Date · City · QC Status. A job cannot close with blank required fields — the report becomes useless without them.