Lead-to-Job Process Map — ServiceTitan Operations

Automated / integrated

Manual workaround / gap

Target state — not current

Synchrony's ServiceTitan integration is switched off by choice — Tim runs financed payments through the Synchrony portal manually because the team doesn't trust the automated path to collect correctly. That trade-off buys payment accuracy but costs reconciliation labor, and TradeWeave still needs to confirm how, or whether, a completed Synchrony payment gets verified as received in ServiceTitan.

Lead Opportunity Types

01
Sale Lead
New generator purchase and install.
02
Repair Lead
Existing unit, break/fix service.
03
Maintenance Agreement
Customer already owns a generator with no current service relationship — won onto an agreement.
04
Service Plan Lead
Seasonal — April through June, ahead of storm season.

Enablement & Data Quality

CSR ScriptsReceived

Full script library now in hand via OPS-SOP-006 (§22, Appendix A) — see Call Scripts below. Whether Tim and the floor team have the same access internally is still to confirm.
Call AuditingGood

Travis listens in on calls; product quality is consistently strong.
CSR HandbookGap

Formally adopted as the mapping baseline at the Aug 6 kickoff, but Tim still isn't confident the floor team is actually using it day to day.
TagsTarget

Often set on the customer location instead of the booking screen. Team agreed to add an Equipment custom field on location profiles to replace the tag sprawl.

Team & STR Build-out

An STR team is being stood up now — qualifying members and entering them into GoHighLevel so intake can shift left, ahead of Sales.

Kylelongest-tenured
Heathernewer
Katenewer

The newer hires are the best source for what's actually happening day-to-day on the floor.

Call Scripts

Verbatim from OPS-SOP-006 — templates to adapt, not to read cold. Each one is tagged to the diagram node it backs up. Not reproduced: the returning-customer greeting, quoted-stage follow-up, nurture, and warranty-inquiry scripts — all in the source doc, §22 & Appendix A.

Brand-New Lead — Full Discovery SOP §22.2 / Appendix A.1

Backs Website Webform · Incoming Phone Call → Qualify the Lead

CSR"Thank you for calling [Company Name], generator sales and service. This is [Name] — how can I help you today?"

NoteCustomer describes interest — listen fully, don't interrupt.

CSR"You've called the right place. Just so I can match you with the right next step — can I ask a few quick questions? First, are you the homeowner, or are you calling on behalf of someone else? And what's the property address? Has anyone else in the household — like a spouse or partner — been part of this decision so far? What's prompting you to look at a generator right now — recent outage, planning ahead, medical equipment, anything specific? Do you happen to know if you have natural gas at the property, or propane, or neither? And what's your timeline looking like — sooner, in the next few months, or just researching?"

CSR"The next step we recommend is a free in-home consultation. A specialist comes to your home, walks through it with you, looks at your panel, your fuel options, does a real load calculation — and puts together a written quote on the spot, no obligation. Most consultations take about an hour. Does [day] or [day] work better for you?"

NoteBook in ServiceTitan + GHL. Confirm both decision-makers, address, phone, and fuel type if known.

CSR"Great — I've got [Sales Rep] scheduled to come out on [date] between [window]. You'll get a confirmation by email and text within the next few minutes, and we'll send a reminder the day before. Anything else I can help with right now?"

Existing Customer — Service Request SOP §22.2 / Appendix A.2

Backs Incoming Phone Call → Confirm Appointment / Run the Job

CSR"Thank you for calling [Company Name] — I see I've got you, [Customer Name]. How can I help you today?"

CSR"Got it. Let me pull up your record while we talk. I'm looking at a [model] installed in [year]. Are you currently with power, or are you in an outage right now?"

NoteIf in an outage and the unit is down, this becomes an emergency call. If with power, it's a diagnostic call.

CSR"OK, so we have a little time. Tell me exactly what the unit is doing — is there a fault code, a warning light, a sound?"

CSR"Here's what I want to do — I'll get a technician scheduled to come out and diagnose this. The diagnostic fee is [amount], which covers the visit and the diagnosis. If the issue is something the tech can fix during that visit, the fee covers the labor. Anything additional, they'll quote you a fixed price before any work happens. Does that sound OK?"

Diagnostic Fee Disclosure SOP §35.2

Backs Call-out Fee — the actual language behind the auth-hold policy

CSR"Before I book the visit, I want to be upfront on cost. There's a diagnostic fee of [amount] that covers the technician's visit, time, and a full diagnosis. If the issue is something simple and we can fix it during that visit, that fee covers the labor. If it needs additional parts or labor, the technician will give you a fixed price before any additional work happens — nothing gets done without your approval first. Does that work for you?"

NoteIf under a maintenance agreement: "Because you're on our [tier] plan, your diagnostic fee is reduced to [amount]."

NoteIf under manufacturer warranty: "It's possible some or all of this is covered under your manufacturer warranty. The technician will confirm that on site and we'll process it through the manufacturer if it qualifies."

Storm-Day Surge Call SOP §22.2 / §60

Backs Afterhours Call Service — the target-state script once volume spikes

CSR"Thank you for calling [Company Name]. This is [Name] — I want you to know we're experiencing very high call volume because of the storm, and I'm here to help. Are you currently without power?"

NoteIf yes, triage: existing customer with a unit down moves to the top of the day's schedule.

CSR"OK — let me get you in the queue and tell you what to expect. Our technicians are running storm response priority, which means existing customers with units down go first. I'll have someone reach back out to you with a more specific ETA within [hours]. In the meantime — for safety, please do not pour fuel into a portable generator near the home, and please give the unit a few minutes between any restart attempts to let it cool. Is there a phone number we can text updates to?"