Let's Start With Your Story

• Tell me briefly why you're considering a kitchen renovation now — what's the immediate trigger?
• Who lives in the home and how does each person use the kitchen on a typical day? Options: Primary cook, Partner, Children, Teens, Multi-generational family, Frequent guests, Work-from-home, Other
• How long have you been thinking about this project? Options: A few weeks, 1–3 months, 3–12 months, Over a year, Since moving in
• Have you ever completed a renovation before? Tell us one thing that went surprisingly well and one that didn’t.
• What would make this renovation feel like money and time well spent?

Are We Just Living With It?

• What have you quietly accepted about this kitchen that you now want to stop accepting?
• Which specific problems bother you most right now? Pick the top three. Options: Poor layout/flow, Lack of storage, Insufficient lighting, Worn or damaged cabinets, Cracked countertops, Old appliances, Insufficient plumbing/electrical, Poor ventilation, Traffic jams/too small, Flooring issues
• Tell a recent moment when the kitchen broke your day — what happened and how did it make you feel?
• How long have these frustrations been affecting you? Options: Less than 6 months, 6–12 months, 1–3 years, 3+ years, Since moving in
• If we fixed one thing this year that would change daily life most, which would it be? Options: Layout/traffic flow, Storage and organization, Cooking performance (appliances), Durable finishes, Lighting and ambiance, Open plan/connection to living areas

What’s the Worst-Case Regret You’re Trying to Avoid?

• If this renovation turned out poorly, what would you regret most—style, layout, cost, or something else?
• Which decisions worry you most about causing that regret? Options: Choosing the wrong layout, Picking finishes that date quickly, Overpaying for under-delivery, Hidden structural or plumbing surprises, Timeline dragging on, Poor trade coordination
• How do you balance choices that satisfy your personal taste versus choices that maximize resale value? Options: Personal taste first, Resale value first, Blend of both, Unsure / need guidance
• What assurances or processes would make you feel safe from that kind of regret? Options: Fixed-price proposal, Design mockups/3D renderings, Material samples in-home, Reference calls / site visits, Clear acceptance criteria
• Would seeing a realistic costed options matrix (good / better / best) reduce your anxiety about making the wrong choice? Options: Yes, Maybe, No

Dream Morning in Your New Kitchen

• Imagine a perfect morning in your new kitchen — what sights, sounds, and activities are happening?
• Which daily activities must the new layout support? Select all that apply. Options: Everyday cooking, Baking, Kids’ homework, Casual dining, Entertaining, Coffee station, Work-from-kitchen moments, Meal prep for large families
• What one layout feature would you call non-negotiable (island, double island, walk-in pantry, open sightlines, etc.)?
• Which materials or finishes are must-haves or must-avoids? Options: Shaker-style cabinets, Flat-panel cabinets, Natural wood, Painted cabinetry, Quartz counters, Granite, Marble, Matte black hardware, Brass/Gold hardware, None of the above / custom note
• How often do you host larger meals or entertain where kitchen capacity matters? Options: Weekly, Monthly, A few times a year, Rarely

What’s Really Driving the Timeline?

• If the project finishes a month later than planned, what specific consequences would that create for you?
• When would you ideally like the renovation completed? Options: Within 8 weeks, 8–12 weeks, 3–5 months, Timing tied to an event (move/holiday/listing)
• Are there hard dates we must hit (moving day, listing date, wedding, baby arrival)? Select all that apply. Options: Moving in/out, Home sale/listing, Holiday/gathering, New baby/adoption, School start, None, Other
• How flexible are you with contractor scheduling and trades showing up during weekdays? Options: Very flexible, Somewhat flexible, Prefer limited hours, Require weekend work only
• Would you consider alternatives to shorten shutdown (temporary kitchenette, phased work, off-site appliance installation)? Options: Temporary kitchenette at home, Use of a utility sink only, Phased construction by zone, Off-site appliance hookups, No alternatives — want full access

Show Me the Money: Budget, Tradeoffs, and Tolerance

• If your budget increased by 50%, what would you change first—materials, appliances, or scope?
• What is your target total project budget (including design, permits, appliances, and contingency)? Options: $30k–$60k, $60k–$90k, $90k–$150k, $150k–$250k, No firm budget / undecided
• How firm is that budget—are you comfortable with a contingency or do you need a hard cap? Options: Hard cap required, Comfortable with 10–15% contingency, Comfortable with 20%+ contingency, Unsure / need guidance
• Which areas of the project would you prioritize if tradeoffs are needed? (rank or select) Options: Cabinetry & storage, Countertops, Appliances, Flooring, Lighting, Plumbing & fixtures, Design and layout changes
• Where do you expect hidden costs might appear? Options: Plumbing surprises, Electrical upgrades, Structural modifications, Permit or inspection delays, Material lead times, Asbestos/abatement
• Which contract approach would make you most comfortable? Options: Fixed-price with clear exclusions, Fixed-price with allowances, Time-and-materials with cap, Unsure / need recommendation

Who’s Wearing the Decision-Maker Hat?

• When decisions get tense—who usually has the final say and why?
• Who will sign the contract and who needs to be involved in selection approvals? Options: Homeowner A, Homeowner B, Partner, Designer/Specifier, Real estate agent, Power of attorney, Other
• Are there external approvals required (HOA, historic commission, lender)? Options: HOA, Historic district, Lender/underwriter, City permit only, None, Unsure
• How do you prefer to receive updates and approve selections? Options: Phone calls, Text messages, Email, Customer portal, In-person meetings
• How quickly can decision-makers respond to approvals during construction? Options: Within hours, Same day, 24–48 hours, Several days, Often delayed

Living Without a Kitchen: What Will You Actually Tolerate?

• Could you realistically live without a fully functioning kitchen for the expected duration? Describe what that would feel like in your household.
• Which coping strategies are acceptable to you? Select all that apply. Options: Temporary kitchenette at home, Eating out / meal delivery, Using a neighboring family member’s kitchen, Setting up a microwave/grill/small appliance zone, Renting a temporary kitchen
• Where will food prep take place during construction? Options: Dining room, Garage/utility room, Basement, Neighbor/family home, Outside grill only, Other
• Do any household needs require special planning (medical diets, infant feeding, strict schedules)? Options: Medical equipment/needs, Infant or toddler care, Elderly care / mobility concerns, Pets with special care, None of the above
• Who will typically be home during work hours while construction occurs? Options: No one — house empty, One adult, Multiple adults, Children at home, Pets only
• Any access, parking, delivery, or noise constraints we should know about?

Permits, Site Realities, and Hidden Risks

• What about your house could unexpectedly add weeks or thousands to the project if discovered during demolition?
• Has the home had previous work or undocumented changes we should know about? Options: Full remodel previously, Partial renovations, No known work, Unsure
• What do you know about the existing systems—original plumbing, knob-and-tube wiring, cast iron stacks, or recent upgrades? Options: Original systems (50+ years), Partially updated, Mostly modernized, Don't know / need inspection
• Are there site constraints — tight street, limited parking, HOA rules, or historic guidelines? Options: Tight street / no parking, Permitted parking only, HOA restrictions, Historic district rules, No constraints
• Would you like us to schedule a pre-demo exploratory inspection (costed) to reduce unknowns? Options: Yes — recommended, Maybe — need more info, No — prefer to proceed

Aesthetic Inspirations and Absolute No's

• Imagine opening a magazine to your kitchen—what would make you gasp with joy, or immediately close the page in disgust?
• Which styles or photos feel closest to your taste? Pick all that resonate. Options: Modern/Minimal, Transitional, Farmhouse, Traditional, Industrial, Scandinavian, Mid-century modern, Eclectic
• Are there colors, materials, or specific features you absolutely do not want?
• Which appliance priorities or brands matter most to you? Options: Energy efficiency, Professional-grade range, Integrated refrigeration, Quiet dishwasher, Smart appliances, Brand-specific (Bosch, Sub-Zero, Miele, Wolf, Samsung), No strong preference
• Would you prefer physical samples in your home, a 3D rendering, or a full-scale mock-up to finalize finishes? Options: In-home samples, 3D renderings, Full mock-up / temporary install, Combination, Unsure

Decision Signals & Next Steps

• What would make you say 'yes' to a proposal this week—price, timeline certainty, references, or something else?
• Which of these decision criteria matter most to you? Select up to three. Options: Lowest price, Fixed timeline, Design quality, Material quality, Strong references / reviews, Comprehensive warranty, Clear communication
• What outstanding information do you still need from us to feel comfortable moving forward?
• What meeting cadence and format helps you make final decisions (single final meeting, series of shorter check-ins, digital approvals)? Options: Single comprehensive meeting, Two-step meetings (design then scope), Weekly short check-ins, Digital approvals only, Other
• Are there absolute red lines that would stop you from signing (no fixed price, poor references, long lead times)?
• What are the best days and times for site visits, measurements, and design/sample meetings? Options: Weekday mornings, Weekday afternoons, Weekday evenings, Saturday mornings, Saturday afternoons, Sunday by appointment

• Current-State Confirmation & Consequence Assessment
• Future-State Layout Experience (Concept Walkthrough)
• Living-Without-Kitchen Contingency & Schedule Integration
• Trade Impact, Lead-Time & Acceptance Criteria Review

• Procurement lead: Begin hold/lock processes for long‑lead items per agreed procurement windows.
• Reconfirm Success Signals & One-Sentence Future State
• Demonstrate how at least one concept proves the one-sentence future-state operationally.
• Validate homeowner agreement on a preferred concept or a clear set of required revisions.
• Surface the high-risk cost/timeline items tied to the chosen concept.
• Collect explicit homeowner confirmations at each validation checkpoint.
• Design team: Produce a tracked-change concept packet with measurements and annotated proof points for the chosen concept.
• Homeowner: Provide feedback (approve, reject, revise) on each validation checkpoint within 72 hours.
• Project manager: Flag required permit types and identify preliminary lead-time items for procurement.
• Review Agreed Concept & Key Milestones
• Agree on a concrete, budgeted temporary-kitchen plan that fits homeowner constraints.
• Integrate the temporary plan with project milestones and define contingency triggers.
• Assign clear responsibilities for setup, maintenance, and emergency escalation.
• Project manager: Publish a milestone-based calendar that shows dates for 'no-cook' windows and delivery slots.
• Homeowner: Confirm whether they will remain in the home and select preferred temporary‑kitchen option within 48 hours.
• Contractor: Provide cost estimate for temporary-kitchen setup and any storage/delivery fees.
• Trade-by-Trade Scope Review
• Produce a clear trade-by-trade scope linked to the chosen concept and success signals.
• Identify all long-lead items with lead times and agree on procurement windows or alternatives.
• Define unambiguous acceptance criteria for major deliverables and the change-order approval process.
• Confirm permit responsibilities and inspection attendance expectations.
• Design/project team: Publish a trade scope packet with acceptance criteria and a lead-time tracker for homeowner review.
• Homeowner: Review and initial-sign the responsibility matrix and contingency allowance thresholds.
• Introductions & Meeting Objective
• Produce one concise, homeowner-validated sentence that states the current state of the kitchen.
• Document specific consequences (time, cost, safety, daily disruption, resale risk) attached to each top pain point.
• Agree on ranked success signals to be used to evaluate layouts.
• Capture constraints and non‑negotiables that must shape the solution.
• Homeowner: Upload any missing photos, appliance specs, and peak‑use video within 48 hours.
• Design team: Produce the one-sentence current-state summary and consequence map and circulate within 24 hours.
• Design team: Identify immediate red flags (permits, structural) that could change scope before concept work begins.
• Review Prework Evidence
• Lead-Time & Procurement Risks
• Temporary Kitchen Options & Recommendations
• Concept 1 Walkthrough — Proof Points
• Concept 2 (Alternate) — Tradeoffs & Benefits
• Acceptance Criteria & Quality Checks
• One-Sentence Current-State Statement
• Access, Storage & Deliveries Plan
• Circulation & Daily Use Simulation
• Contingency Windows & Impact Mitigation
• Consequence Mapping
• Permit, Inspection & Responsibility Matrix
• Constraints & Non-Negotiables
• Contingency Allowances & Change-Order Rules
• Safety, Waste & Neighbor Communication
• Cost & Timeline Sensitivity Callouts
• Final Validation & Sign-Off Criteria
• Success Signals & Priorities
• Validation Checkpoints
• Roles & Responsibilities
• Decide Preferred Concept & Next Steps
• Confirmation & Next Steps
• Formalize Contingency Agreement

• Selective Demolition and Debris Removal
• Structural Wall Removal and Header Installation
• Custom Cabinet Manufacture and Installation
• Cabinet Refacing and Hardware Replacement
• Countertop Templating, Fabrication, and Installation
• Plumbing Rough-In and Fixture Installation
• Electrical Rewiring and Lighting Fixture Installation
• Flooring Removal and New Floor Installation
• Tile Backsplash Installation and Grouting
• Appliance Delivery, Placement, and Hookup
• Painting, Trim, and Finish Carpentry
• Vent Hood and HVAC Venting Relocation

Selective Demolition and Debris Removal

• What is the intended extent of demolition? Options: Full kitchen gut (all finishes and fixtures), Partial demo (cabinets and counters only), Selective demo (island, one wall, or specific items), Demo of specific fixtures only (sink/hood)
• Are there known hazardous materials (asbestos, lead paint) in the demo area? Options: Yes - asbestos suspected, Yes - lead paint suspected, No known hazardous materials, Unsure - need inspection
• Will dust containment / negative pressure be required to protect adjacent living spaces? Options: Full containment with doorway seals and negative air, Partial containment (zip wall), No special containment required, Unsure - advise inspection
• Where should debris be staged and removed (driveway, curbside, on-site container)? Options: Driveway/side yard staging, Curbside pickup, On-site roll-off container, Contractor will advise
• Do you require daily hauling/cleanup or a single final debris removal? Options: Daily/site cleanup, Regular scheduled pickups (e.g., weekly), Single final removal after demo, Other (describe)
• Are there access constraints (narrow gate, stairs, HOA rules) that affect demolition or debris removal?

Structural Wall Removal and Header Installation

• Is the wall proposed for removal load-bearing (bearing upstairs roof/floor) or non-load-bearing? Options: Load-bearing, Non-load-bearing, Unsure - need structural assessment
• What is the approximate length/width of the opening to be created (feet/inches)?
• Will a structural engineer report and stamped drawings be required for permit submission? Options: Yes - engineer report required, No - not required, Unsure - please advise
• Are there existing utilities in the wall (electrical, plumbing, HVAC) that must be relocated? Options: Electrical only, Plumbing only, Both electrical and plumbing, No utilities in wall, Unsure - needs inspection
• Preferred header material or acceptance criteria (LVL, steel beam, engineered timber) and finish expectations? Options: LVL (laminated veneer lumber), Steel beam, Engineered timber, Contractor recommendation
• Do you require finished wall/drywall/paint restoration to match adjacent rooms after header installation? Options: Yes - full finish included, Partial finish (tape/float only), No - structural only, Unsure - discuss options

Custom Cabinet Manufacture and Installation

• Which areas require custom cabinets? Options: Full kitchen (all cabinets), Base cabinets only, Wall/upper cabinets only, Pantry or built-ins only, Island only
• What cabinet style and material priorities are desired? Options: Framed wood (painted), Frameless/Euro (lacquer/laminate), Solid wood (stained), Shaker style, Contemporary flat panel, Other - describe
• What finish and color requirements, or reference palette/paint codes, should we follow?
• Do cabinets require specialty features (soft-close, pull-outs, recycling centers, appliance garages, spice racks)? Options: Soft-close hinges/drawers, Pull-out trays/drawers, Built-in organizers, Integrated appliance panels, Lazy susan/pantry organizers, Other (describe)
• Are exact appliance sizes and built-ins available for cabinet rough openings (provide model numbers) or do you need field adjustments? Options: Appliance models provided, Appliance sizes TBD - allowance required, Owner-supplied items not yet selected
• What is the expected lead time tolerance for custom cabinetry (weeks) and do you require staggered deliveries? Options: 4-6 weeks, 6-10 weeks, 10+ weeks, Staggered deliveries required, Flexible - accept contractor schedule

Cabinet Refacing and Hardware Replacement

• Are you keeping the current cabinet boxes and only replacing doors/face frames and hardware? Options: Yes - full refacing, Partial refacing (upper or lower only), No - considering full replacement, Unsure - need assessment
• What door style and finish options are preferred for refacing? Options: Thermofoil/veneer, Painted MDF, Veneer wood, Laminate, Custom stain
• Is hardware replacement limited to knobs/pulls or also hinges, drawer slides, and closers? Options: Knobs/pulls only, Hinges and slides included, Full hardware upgrade (including soft-close), Other (describe)
• Are there structural or cosmetic issues with cabinet boxes (sagging, water damage) that may disqualify refacing? Options: No issues, Minor repairs required, Significant damage - likely replacement, Unsure - inspection needed
• Would you like samples/mockups to approve finish and hardware before committing to full refacing? Options: Yes - sample door and hardware, No - proceed based on selection, Maybe - after estimate
• What acceptance criteria should be used for refacing (flush doors, consistent finish, gap tolerances)?

Countertop Templating, Fabrication, and Installation

• Which countertop material(s) are being considered? Options: Quartz/Engineered stone, Granite/Marble (natural stone), Solid surface (e.g., Corian), Butcher block, Laminate, Concrete, Other - describe
• Will sinks be undermount, top-mount, integrated, or farmhouse (apron)? Options: Undermount sink, Top-mount (drop-in), Integrated sink, Farmhouse/apron sink, Unsure - discuss
• What edge profile and backsplash height are required (e.g., eased, beveled, mitered, 4" backsplash)?
• Are seams and seam locations flexible or must they be minimized/hidden for aesthetic reasons? Options: Seams acceptable with standard tolerance, Minimize seams (premium placement), Seamless required where possible, Unsure - advise
• Do you require templating on-site after cabinet installation, and what is your preferred installation window? Options: Template after cabinet install (standard), Template prior to cabinetry final (rare), Flexible - coordinate with contractor
• Are there special cutouts (integrated drainboards, custom grooves, range-to-counter transitions) or fabrication notes?

Plumbing Rough-In and Fixture Installation

• Which plumbing services are required? Options: New rough-in for relocated sink/dishwasher, Extend/modify existing lines only, Gas line install for range/oven, Replace fixtures only (no rough-in), Slab/core drilling required
• What fixtures will be installed (sink model, faucet type, pot filler, dishwasher, ice maker, water filtration)?
• Is there a need to relocate plumbing more than 4 feet from existing stubouts (which increases scope)? Options: No - within 4 feet, Yes - greater than 4 feet, Unsure - provide measurements
• Are you replacing existing stub water shutoffs and valves, or do you want them left in place? Options: Replace shutoffs/valves, Leave existing in place, Replace only if faulty
• Will plumbing work require shutoff windows or impact household water use during the project? Options: Short scheduled shutoffs (hours), Extended shutoffs (days), Temporary alternative water access required, No shutoff impact expected
• What acceptance checks are required (pressure test, no leaks, fixture function demo)? Options: Pressure test and leak-free sign-off, Visual inspection only, Fixture demo and homeowner sign-off, Other (describe)

Electrical Rewiring and Lighting Fixture Installation

• Which electrical upgrades are needed? Options: New dedicated appliance circuits, Panel sub-feed or full panel upgrade, Additional general outlets, Lighting circuits only, Whole kitchen rewire
• What lighting types and locations are specified (recessed, pendants, undercabinet, toe-kick, task lighting)? Options: Recessed (can lights), Pendant lights, Under-cabinet lighting, Track lighting, LED strips, Other
• Are smart controls, dimmers, or automation systems required for switches and lighting? Options: Dimmers required, Smart switches/controller, Basic on/off only, Integration with home system
• Do appliance circuits require 220V/240V or specific dedicated amperage (provide models if known)? Options: Standard 120V circuits, 240V required for range/oven, Dedicated 20A+ circuits for specific appliances, Unsure - provide appliance specs
• Will electrical work require new inspections/permits and any scheduled power outages? Options: Yes - permits and inspection required, No - minor work under existing permit, Unsure - verify with local authority
• Are there any accessibility or code-driven requirements (GFCI, AFCI, counter outlet spacing) that must be enforced? Options: Yes - follow current code strictly, Yes - owner prefers upgraded protections, No special requirements, Unsure - please advise

Flooring Removal and New Floor Installation

• What is the existing flooring type and condition where removal is planned? Options: Tile, Hardwood, Laminate, Vinyl, Carpet, Concrete, Unknown - require site review
• What new flooring material is specified for the kitchen and adjoining transition areas? Options: Engineered hardwood, Solid hardwood, Tile/porcelain, Luxury vinyl plank, Stone, Heated floor (radiant), Other - describe
• Do you require subfloor repair or replacement after removal (squeaks, rot, leveling)? Options: No repair needed, Minor repairs only, Extensive subfloor replacement, Unsure - inspect
• Are transitions to adjacent rooms required and should we match or transition to different materials? Options: Match adjacent flooring, Provide transition threshold to different material, Install new flooring in adjacent rooms too, TBD
• Do you require moisture mitigation (e.g., waterproofing or slab prep) prior to new floor installation? Options: Yes - moisture mitigation required, No - not required, Unsure - testing needed
• What acceptance criteria (flatness tolerance, finish sheen, gap tolerances) will determine sign-off?

Tile Backsplash Installation and Grouting

• What area(s) will receive tile backsplash (entire wall, behind range, perimeter countertops)? Options: Full perimeter backsplash, Behind range/hood only, Partial areas (e.g., sink + range), Full height to cabinets or ceiling
• Which tile materials and sizes are preferred (subway, large format, mosaic, natural stone)? Options: Subway tile (3x6 etc.), Large format tile, Mosaic/penny tile, Natural stone, Glass tile, Porcelain
• What grout color, joint width, and sealing requirements do you prefer? Options: Match grout to tile (tone-on-tone), Contrasting grout, Epoxy grout, Sealer required after installation, Unsure - recommend
• Is substrate preparation or backer board installation required (remove old backsplash, level substrate)? Options: Yes - remove old and prepare backer board, Thinset over existing backing (if viable), Minimal prep only, Unsure - inspect
• Do you require decorative trim, edge profiles, or custom patterns (herringbone, chevron)? Options: Standard straight lay, Decorative trim/metal edge, Custom pattern like herringbone, Mosaic accents
• What tolerance/acceptance criteria for grout lines, level, and finish are acceptable?

Appliance Delivery, Placement, and Hookup

• Which appliances are included in the scope (provide model numbers for each)?
• Are appliances owner-supplied or contractor-provided? Options: Owner-supplied, Contractor-provided, Combination (specify)
• Do any appliances require special hookups (gas line, 240V, dedicated water/ice line)? Options: Gas line required, 240V electrical required, Dedicated water/ice line required, Standard 120V only, Multiple of the above
• Are special delivery constraints needed (narrow stairs, elevator, permit for street parking, HOA delivery windows)? Options: Large appliance access/hoist required, Narrow access - measurements provided, Standard delivery access, HOA/permit constraints exist
• Should old appliances be removed and disposed or recycled as part of the service? Options: Remove and dispose, Remove and recycle/donate, Owner will remove, No removal required
• What acceptance checks should be performed at hook-up (power/gas test, cycle run, alignment, cosmetic inspection)? Options: Full functionality test and homeowner demo, Basic hookup only, Cosmetic and functional sign-off required

• Statement of Work (SOW)
• Fixed-Price Proposal
• Payment Schedule & Deposits
• Permits & Permit Responsibilities
• Project Timeline & Milestones
• Change Order Terms
• Material Selections & Acceptance
• Appliance & Third-Party Purchases
• Financing Authorization & Verification
• Insurance, Liability & Indemnity
• Access, Temporary Living & Site Conditions Agreement
• Contingency Allowance & Hidden Conditions
• Warranty & Post-Completion Service
• Lien Waiver & Final Payment Release
• Customer Sign-off & Start Authorization

• Project Outcomes Review & Acceptance
• Client Testimonial & Reference Collection
• Warranty, Maintenance & Issue Escalation Handover
• Post-Occupancy Check-in (30–45 days)
• Continuous Improvement & Lessons Learned

• Create tickets for any emergent issues, assign trades, and set remediation dates.
• Establish the shared channel and confirm all parties have access and understand use.
• Provide clear maintenance guidance to reduce avoidable callbacks and preserve finishes.
• Create and invite participants to the CustomerNode shared channel and pin the warranty & maintenance docs.
• Log warranty coverage details in the project record and issue a one-page warranty summary to the homeowner.
• Set the first preventive maintenance check (e.g., 6-8 weeks) and add reminder to calendar.
• 30-second lived-use diagnosis
• Validate that the kitchen meets daily-use expectations or capture and prioritize remaining work.
• Schedule and assign any required adjustments with clear timelines and owners.
• Capture updated testimonial or referral permission if satisfaction is confirmed.
• One-sentence current state
• Update the project success record with 30-day validation notes and customer NPS/rating.
• If homeowner agrees, add them to the referral program and send confirmation materials.
• Structured feedback capture
• Create a prioritized list of improvements with assigned owners and deadlines.
• Ensure any high-consequence gaps are escalated and resourced for rapid remediation.
• Identify and approve usable marketing assets from the project's testimonial and media collection.
• Publish a lessons-learned document to the operations repository and assign action owners.
• Track high-impact improvements in the continuous improvement board and set review dates.
• Coordinate with marketing to publish approved testimonials and before/after photos per permissions.
• Obtain formal customer acceptance or a clear list of remediations with owners and timelines.
• Ensure all success signals are either validated with evidence or converted into tracked action items.
• Confirm final invoice and retention release plan tied to acceptance or remediation completion.
• Deliver a final outcomes report (photos, checklist, inspections) to the customer and archive in project file.
• Obtain signed acceptance form or capture exception list with owners, deadlines, and responsible trades.
• If applicable, schedule remediation tasks and update the project timeline and invoicing schedule.
• Recap customer goals and outcomes in one sentence
• Secure at least one permissioned testimonial (written or video) tied to concrete benefits.
• Obtain photo/media release and schedule any follow-up shoots if needed.
• Confirm homeowner availability for reference calls and agree on how their contact will be shared.
• Collect and upload testimonial assets to marketing folder; obtain signed media release.
• Schedule any follow-up media capture or edits and set a publish date.
• Add homeowner to the reference call roster with preferred contact windows and permissions noted.
• One-sentence future-state reliability expectation
• Ensure homeowner knows exactly how to report issues and what the response timeline will be.
• Review success signals & acceptance criteria
• Explain testimonial types and consent
• Quantify consequences of any gaps
• Review warranty coverage, exclusions, and timelines
• Review any emergent issues and their consequences
• Show & set up the issue reporting workflow and SLAs
• Agree on improvement actions and owners
• Guided testimonial prompts (diagnosis → consequence → outcome)
• Re-check success signals (function, comfort, timeline vs expectation)
• Evidence: photos, test results & checklist
• Create the shared channel and invite participants
• Customer validation and lived-use feedback
• Decide on marketing/use of positive outcomes
• Capture media and written review
• Plan minor adjustments or enhancements
• Preventive maintenance and care guidance
• Sign-off, exceptions & next steps
• Request updated rating/referral and confirm ongoing contact preferences
• Reference scheduling & publish timeline