PURPOSE: Site Survey is responsible for collecting all measurements, photos and other documentation that the design and engineering department can use to create a quality design. 

TRAINING MATERIALS:

SLA EXPECTATIONS:

• Initial surveys and resurveys are expected to be completed in the expected window as shown on the schedule.

MAIN SITE SURVEY SOP

I. Prepare for the next day's jobs (the day before)

The daily process actually begins the day before at the end each day. Preparing properly for the next day is paramount to your workflow and overall success as a Surveyor.

“An ounce of prevention is worth a pound of cure” - Ben Franklin

• At the end of your work day, review each account and the associated proposal design.

  1. Ensure scheduled jobs are manageable and in your market.

     • Map out all the jobs on google maps.

     • For issues with scheduling, reach out to a scheduling specialist to have it corrected

  2. Make sure you have all the information you need heading into the job based on the proposal design.

     • If it looks like the image used for the proposal design is a drone image, you will need to call compliance to verify if traditional measurements are needed or not. 

     • Compliance will also be available for any other site questions such as special project types like Add-On systems, Ground Mounts, etc.

  3. After reviewing all of the next day’s jobs, mark them as “Acknowledged” in field pro.

II. Set up your day for success (the day of)

There are a couple more preparation steps that should be taken care of on the day of each appointment. This includes dress/grooming and customer contact.

1. It's important to contact all of your customers at the beginning of your day to let them know we are still planning on coming out.

   1. Us this template:

“Hi [customer name], this is Jim with ION solar.  I’m the surveyor scheduled to take pictures for your solar project. I have you on my schedule for today at [scheduled appointment time]. As a reminder, I will need access to your attic and electrical boxes. I’m estimated to arrive right around [est. arrival time]. Just wanted to reach out so you have my info if you have any questions.  I will text you when I am on my way to your home.  Thanks and see you soon!” 

2.  If the customer responds by saying they’ve canceled or haven’t confirmed the appointment, thank them for letting you know, then screenshot the text or your call history with them.  

   1. Upload the screenshot in the first field of the structural section (so it’s the first picture seen when the template is opened)

   2. Leave notes of this in the “White Glove Check” section.  

   3. Finally, leave a note in the service checklist notes.

   4. Mark the job as either “Customer Turned Away” (if they canceled) 

   5. Text the sales rep and let them know that the customer told you they canceled.  

3. If the customer doesn't respond we are still expected to go. 

   1. Sometimes the customer doesn't recognize your number and ignores it without realizing.

   2. We always want to call, text, and leave a voicemail. 

4. Make sure to dress appropriately and professionally

A neat personal appearance and good grooming habits reflect respect for yourself and your workplace. It shows you as a clear representative of ION, allowing the homeowner to grant you both trust and access to their home.

Inappropriate dress is not permitted.

1. ION’s employee appearance expectation are as follows:

   1. Dress in clean clothes

   2. Ensure good grooming habits.

      1. Regularly shower.

      2. Brush your teeth.

      3. Maintain your hair and nails.

   3. Always wear ION branded work issued clothing for all appointments.

   4. Always wear your employee ID badge or have it readily accessible.

2. Follow these guidelines for Appropriate vs Inappropriate dress:

III. Complete each appointment

NOTE: Every home is different and every customer is different. You may need to change your plan upon arrival.  It is important that we deliver the best customer experience possible and are flexible to their needs.  We are guests in their home. 

1. Update your status. As you are on your way to your customer's home mark for TRAVEL. Update when you get on site to IN PROGRESS. Status updates need to happen at each stage or else we do not know if you are actually on site or not. 

   1. 1. 1. • This must include sending a message to the Sales Representative an estimated time of arrival.

2. Once you have arrived at the customer’s home, park in the road with the ION logo visible from the house.

   1. This will help build credibility when the customer opens the door and sees your van.

   2. If it is not safe to park in the road, you may park in another safe parking area such as the customer’s driveway, but you should always default to the road when it is safe to do so.

3. Don't wait outside of the customer’s home for long periods of time before or after appointments. 

   1. This can cause an uneasy feeling for the customer or their neighbors, casting a bad image on the company.

   2. The only exception is if you’ve communicated with the customer and they’re aware you’ll be arriving early waiting for their arrival or after the job if you are reviewing and uploading the pictures.

   3.  If possible, pull around a corner or a few blocks down the street and wait there. 

4. Greet the customer and begin the interior survey

   1. Use a greeting similar or identical to this:

“Throughout your survey I’ll have to take a lot of pictures. Is it ok if I connect to your wifi to help get everything uploaded faster?“

2. Once they agree, ask if you’ll need your ladder for the attic or if they have an integrated ladder-pull-down system.

3. At this point, you may enter the customer’s home once they have given you express permission.

   1. Make sure you are wearing shoe booties whenever you are inside the customer’s home.

4. Complete all interior items before moving on to the outside of the home including:

   1. Collecting all structural photos and measurements.

   2. Documenting any interior electrical panels.

4. Again ask if you can connect to the customers wifi.  

   1. Say something similar or identical to:

“Throughout your survey I’ll have to take a lot of pictures. Is it ok if I connect to your wifi to help get everything uploaded faster?“

5. Make sure that you are constantly uploading photos as you go. 

   1. If you do batches of 8-15 photos at a time, they should upload quickly and will be done by the time you’re ready to do the next step. 

   2. For example: In the attic, as you finish with one roof section, pulling the photos into the required fields, hit upload and by the time you get situated for the next batch of pictures, usually they’ll have finished uploading and will be ready to upload the next batch. 

      1. This helps you avoid having to sift through dozens of pictures later. 

      2. This will help you stay as efficient as possible.  

      3. You always want to try and have the app “working” uploading in the background while you are working instead of you working on the app at the same time. 

6. Complete the exterior survey:

   1. Communicate to the customer that you will be moving on to exterior photos:

“Hi, I’m done with everything inside your home, everything else will be on the outside. I’ll need to get to your meter and walk around the whole exterior of the home and possibly get on the roof.  Do you have any locked gates or pets?  Once I am done outside I’ll knock on the front door and let you know I’m done before I leave.” 

2. Follow the Field pro template to complete the exterior survey which includes the following:

   1. Photos documenting the electrical meter and surrounding area.

   2. 360 degrees around the entire exterior of the home.

   3. Documentation of any lockable gates or fences.

   4. Detailed photos of all roof sections and close ups of the roof condition.

3. Remember to continue uploading in batches.

7. Follow up with the customer before leaving the appointment:

“Alright! I’m just finishing up your site survey. Do you have any questions for me before I leave?”

1. You may answer general questions, but financial questions need to be redirected to their sales representative

   1. “Im just here to collect all the information, the design and engineer team will review everything and contact you if they have an questions or concerns” 

   2. Send a message to the Sales Representative that we have finished and are leaving the property.

8. Before departing, ensure all needed photos and input are uploaded:

“Ok, and before driving off, I’m going to make sure that all my photos have finished uploading and that I’m not missing anything. I’ll likely be out in my van for another few minutes. Thanks again for your time and have a good day!”

1. As mentioned earlier, you may need to drive off the customer’s property and park in a non-residential area to complete the upload if it is taking too long.

   1. Again we don't want to wait outside customers homes for long periods of time.  We always want to give off an impression of efficiency and if the customer sees us sitting in our van on our phones it doesn't portray a good image.

1. Complete your white-glove check:

   1. Review each of your photos and notes.

   2. In the final notes section, make note of any non-standard notes that wouldn’t be included with the earlier note input along with the photos. 

      1. An example of this would be if the homeowner has layout preferences to be aware of such as specific preferred roof sections for the panels to be installed on. 

   3. These steps also apply to resurveys.

      1. The principal difference with re-surveys is that a QA will be required before leaving the job:

         1. Call compliance to check your photos and ensure that the design can now be completed with the photos you just uploaded.

GENERAL POLICIES

Marking a Job Cannot Complete 

If you find yourself in a situation where you’ve partially completed a job and need to leave and come back another day, follow the steps below:

1. We want to make sure that we are prepared and avoid rescheduling at all costs as this has a big impact on the customer experience. 

2. One of the big reasons to check your schedule the day before is to help avoid running into these scenarios where you can not complete a job.  

   1. For example, seeing that you have a job that requires a 40 ft ladder the day before will help give you the time to coordinate getting a 40 ft ladder from the warehouse if needed. 

3.  If you know we will need to go back for whatever reason finish the rest of the survey if possible.  

   1. Gather all available information and photos as you would normally. 

4. Note the obstacle you encountered and what steps you took to bypass the situation.

   1. For example, if there are large boxes in the way of the attic access, first casually offer to help move the boxes so you don’t have to delay the project by scheduling another appointment.

      1.  If the customer is hesitant, reassure them that it's not a big deal and that you can help them move the boxes and that it is needed to avoid a return trip.

      2. If they are still hesitant after a second time then let them know it's okay and that we can come back to get that info at another time.  

      3. This would then need to be marked as a customer reschedule.

5. Take a photo clearly showing the obstacle and upload that to the section you can’t gather pictures for.  

   1. Finish the rest of the survey. 

   2. If a photo isn’t taken showing the obstacle it will be assumed that SOP wasn't followed and the reschedule will go against your quality score/ reschedule rate. 

6. Jobs marked cannot complete will go to a list where your manager will review and either take off your quality score or push back onto you so make sure you are doing everything you can to complete jobs the first time.  

7. To avoid quality score penalties due to misunderstanding, be sure to upload photos clearly defining any obstacles with detailed notes explaining the issues encountered before marking the job for completion/cannot complete. 

8. These will be reviewed by your manager. 

Customer No-Show

1. Make sure you call/text the customer prior arrival to let them know you’re on your way (check Order of Operations/Day Before).

2. Even if there is no response, go to the house and prepare to work as normal.

3. Knock and ring doorbell. Wait 5 Mins.

4. If there is no answer, call the customer. 

5. If there is no response, wait 5 min and contact the sales rep, then knock and ring the doorbell again. 

6. Wait for another 2-5 mins on the doorstep, then move to your van.

7. After another 15 minutes, try calling/texting the customer and try the door one last time. 

8. You must wait a total time of 30 minutes from the start of the appointment. EX: For an 8 AM, you can pull off at 8:30 AM after going through all the steps.

9. If, after all this, and there is still no response, take a picture of the front of the home proving you arrived and that you were there on time. 

   1. Also, take screenshots of you sending texts to the customer with an estimated arrival time. 

   2. If a photo isn’t uploaded it will be assumed that you didn't actually show up and could count against you.  

10. Upload that photo into field pro and mark the job “cannot complete - customer not home.”

11. In the Detailed Comments of the service checklist, note that the customer was a no-show, detailing what you did to follow SOP.

Scheduling Gaps

1. If you have a gap in your schedule that opens up it is expected to be as productive as possible.

2. Reach out to scheduling, letting them know you have time. Check if they can drop an RTS on you (Real Time Scheduling).

3. Look at your schedule for the next week starting 2 days out and see if there are any customers nearby. 

4. Contact one or two and see if they would be available for an impromptu survey. 

“Hi this is Jim with ION, I am one of the surveyors in your area.  I see that you are on the schedule for (Date and Time) and was wondering if you were interested in getting that done sooner?  I just had a window open up in my schedule and can come now.  If today doesn't work for you that is totally fine and we will see you at the agreed upon time.”

5. Getting customers done sooner and filling your down time will increase your productivity numbers!  

   1. Great way to show how scrappy you are! 

   2.  If you reach out to customers you must use the message above and be sensitive to their needs. 

   3. Not everyone is at home waiting eagerly for your call.  

   4. They have lives so if they are unable to do it early we need to be respectful.  

6. Running ahead of schedule? Text the next customer to see if you can go early.

   1. If they don't respond then you are to keep the original agreed upon time; do not show up early

7. If unable to fill your gaps with customers then reach out to the local OM and see if they have any needs.

8. If you have gone through all the steps above and are less than an hour from home then feel free to clock out once all deliverable appointments have been met

Can't Make an Appointment

If you can't make an appointment because you’re sick or there is a personal situation, it is extremely important that you follow the following SOP as we have a very strict “no call/ no show” policy: 

1. Contact your customer. Make sure your communication is clear and accurate.

“Hi [customer name], this is [your name] with ION Solar.  I have you on my schedule for today at [scheduled time].  However, I won't be able to make my appointment today because [general explanation].  I apologize for the inconvenience.  Our scheduling team will work on getting someone to cover for me and will reach out to you today to update you on that or get your appointment rescheduled for another day.  Again, I greatly apologize for the inconvenience!” 

2. Send a message to your manager and supervisor in Google chats letting them know you won’t be able to make your appointment[s], the reasoning and that you’ve already contacted your first customers. 

3. We have a zero-tolerance policy for no show/no calling customers. 

4. The surveyor is required to initiate contact with their customers and alert them to anything altering their appointment the day of the survey.

   1. Just as important is letting your manger and supervisor know so that they can see if there are other team members that can pick up those jobs to avoid rescheduling.  

   2. Contacting the customers only and failing to let your manager and supervisor know, or contacting your manager and supervisor and not contacting your customers, will not be tolerated. 

FIELD PRO RELATED ISSUES

PURPOSE: To establish a clear Standard Operating Procedure (SOP) for what to do or who to call when encountering technical obstacles in the field.

FieldPro related issues:

Call the Compliance (801) 515-3198 (Opt. 4)

 specialists and explain, in detail, the issues you’re experiencing with the app. 

Also do the following:

1. Screen record the app, showing the issue and send it through G-Chat to the manager and supervisor of site survey. 

2. Leave detailed notes of the issue within the FieldPro comments under the White Glove Check section and the Service Checklist on the ticket home page.

Schedule or appointment related issues:

Call the Site Survey admin line: +1 (385) 355-7431

The admins over scheduling will answer and assist in getting the scheduling error resolved.

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