C01.06
Every channel is a contract
Email, text, radio, Teams, the parking lot. Same voice from the truck as from the desk.
- Acknowledge without committing
- Put a time on the follow-up
- Know when to stop talking and escalate
The loop — every department
- 01Capture
Job number, who, what, channel.
- 02Acknowledge
Within 4 business hours — 2 for voicemails. Acknowledgment is not approval.
- 03Task
One owner. A clock.
- 04File
If it changed scope, money, safety, or schedule, it lives in the job file.
- 05Close
Written answer. Not a feeling.
Standard acknowledgment
You — Received — thank you. Logged against [Job]. This is an acknowledgment only, not an approval or schedule commitment. Written answer by [time].
Escalate now
| Trigger | Who |
|---|---|
| Safety, injury, stop-work | Crew lead + Eric. Same hour. |
| Price, terms, Paid-if-Paid, waiver of retainage | Eric / estimating. Not sales solo. |
| Angry client, press, attorney letter | Eric. Do not freelance a novel. |
| You do not know | Log the question + written answer today. Do not guess. |
- Not this
That's not my department.
ThisI own the loop until it lands with the person who can answer.
- Not this
I'm pretty sure we did that last week.
ThisI will confirm from the file and send you the date.
Takeaways
- Acknowledge. One owner. A time. File if it mattered.
- Bad news: facts, options, ask — then write it.
- If you do not know, say so. Inventing is the defect.
SOPSOP Section 1.10 — Brand voiceSOP Section 4 — Administrative Staff