Joyce | Cline Home Servicesv8
Project Lifecycle & CRM Alignment Map — Layered Operational Dashboard
Layer
Role
v8 (2026-07-12) — Retention measured · SOP Registry · Build Bible + execution live — (1) WF-11 dormant threshold MEASURED = 6 months (P75 of 741 Jobber jobs; median ~2.5mo). The old "~18-month" was the 98th percentile — disproven. ✅ Jobber reconnected 2026-07-11; the Alarm is UNBLOCKED. Health bands: Green ≤3mo / Yellow 3–6mo / Red >6mo; Suppressed-Aged ~18mo (P98); dormant-reactivation bonus $25. (2) JC Update = monthly EMAIL + 2×/yr addressed physical touch (S9 thank-you card + one annual stewardship card — honors Kennedy's mail-first mechanism cheaply; OM 2026-07-12); service-recovery ack SLA = 4 business hours. (3) SOP Architecture folded in — the KISS triage cut ~150 candidates to 15 core SOPs + 10 HSP SOPs (25 system-wide); the rest are checklists/templates/standards. See the SOP Registry card. (4) Build Bible v2 is the runbook; the GHL build EXECUTION started 2026-07-12 — pipeline live (9 stages), ~82 fields to build by hand (no field/workflow-create API). See the Build Bible & Build Phases card. (5) Reconciliation fixes — Qualification Status = 13 (B6); CRM-2 spans CRM 1–2 (C11); banned words = 7 (added "cheap"); referral give = $200 two-sided; Peak Moment fully retired. (6) Notation — S1–S13 = lifecycle phase, CRM 1–9 = pipeline stage (Dictionary §7.4); the two never share a token.
v7 — Terminal-state routing · WF namespace · one retention spine · 15-min SLA pilot — (1) Lead Intake SLA 5 → 15 min (PILOT) — 15-min SLA is a pilot (from 5 min) — Carrington 2026-07-09; revisit with conversion data. Speed-to-lead re-instrumented as a distribution (median · % <5 min · % <15 min). WF-01's automated cadence timings are UNCHANGED. OA Pipeline Gate A pays on ≥95% within 15 min + a smaller accelerator for median <5 min. (2) Terminal-state routing folded in — "Lost" is a routing decision, not an end state. Ten companion/utility workflows registered (WF-Util-LostRouting, WF-Util-ReEntryGuard, WF-Util-WonExit first). The Completeness Rule (six questions per enumerated value) is now governance. (3) WF number collision resolved — canonical WF-13 = HSP On-Ramp, WF-14 = Feedback Gate. Pillar workflows moved to their own namespace WF-<PILLAR>-nn; Reviews pillar = WF-REV-1..4. A bare WF-nn is reserved for pipeline (01–09) + post-Won (10–14). (4) ONE retention spine — the pillar's 90-day/6-month/12-month "Repeat Business Nurture" is RETIRED (WF-11 Alarm fires off the real ~18-month Jobber re-purchase interval); the pillar's immediate-on-payment review ask is RETIRED (locked S9 model: FC on-site ask → WF-14 Feedback Gate → GHL backstop only if no review AND no open issue). (5) JC Update = EMAIL newsletter (print reach already covered by the Queen City Lifestyle magazine ad). CSR = the OA — OA executes re-engagement + VIP nurture + the Update; OC owns the retention number. WF-MKT-03 scoped to the prospect list only.
v6 — Full Stages 1–9 refresh + Build-Bible integration — Every stage brought current and conformed to the JC Field & Taxonomy Dictionary. S2→v2.4, S3→v1.2 (Scope & Route: Assess / Do / Don't / Divert / Hold), S4→v1.1 (hybrid logistics + weaponized assessment), S5–S9 fully built out. Canonical workflow numbering: pipeline WF-01…WF-09, post-Won retention loop WF-10…WF-14 (JC Update / Alarm / Service Recovery / HSP On-Ramp / Feedback Gate). Peak Moment retired as a field → Dream Outcome canonical (seeded S2, echoed S5–S9); FM observation → Assessment Notes. Added Referring Client intake field. Work-start marker = FC Jobber clock-in (fleet form = vehicle/mileage only). Lost Reason 12→13 (added Declined - Competitor + post-yes Cancelled). Lead Source 21→23 (added Field - Yard Sign / Neighbor Mailer). Deposit gate MAX($291, materials×1.20); finalization gate; guarantee/HSP email; Referral Circle; NO auto-charge. GHL↔Jobber Zap map refreshed (one-way, no loops). Position-only naming (personal names removed). Deferred: GHL "Estimate" stage-name rename.
Project Lifecycle
Business architecture — 13 phases (S1–S13). The CRM Pipeline below is the GHL tool layer for managing the customer-tracked portion of this lifecycle.
CRM Pipeline
GHL tooling layer — 9 stages tracking active customer opportunities. Maps to lifecycle phases S2 through S11.
Operational Pillars — Ongoing Team Activities
Continuous operations that support the customer pipeline. Click any pillar to see its purpose, KPIs, cadence, tasks, and linked artifacts. Canonical SOP list = the SOP Registry card below; most pillar "linked SOPs" are actually checklists/templates per the SOP Architecture (KISS: 25 true SOPs system-wide).
Project Lifecycle Swimlane — 13 Phases × Team Roles
Complete operational arc. Pulls tasks from CRM stages AND operational pillars (Marketing, Reviews, Nurturing) so every phase of work is visible. Click any phase column or cell to drill into detail.
CRM Pipeline Swimlane — 9 Stages × Team Roles
GHL-tracked customer journey only. Subset of the lifecycle above. Click any stage column or cell to drill into detail.

Master GHL Build Reference

Aggregated setup checklist — run these one-time builds in GHL before going live. Toggle "GHL Build" layer above to see stage-by-stage instructions.
1. Create Pipeline + Stage Colors
  • Pipeline name: JC Sales & Service
  • Add 9 stages in order (see pipeline strip above)
  • Set drag-disabled rules to enforce order
  • Per-stage colors (phase-grouped for visual pipeline scan):
  • Stages 1–2 (Lead, Engaged Lead) — Sky #a8c5dc
  • Stages 3–4 (Orientation Pending, Assessment Scheduled) — Cream #e8d39c
  • Stages 5–6 (Estimate in Preparation, Estimate Sent) — Amber #d4915a
  • Stage 7 (Job Scheduled) — Soft Green #a8c498
  • Stage 8 (Job In Progress) — Deep Green #5a7a4f
  • Stage 9 (Job Complete - AR Open) — Slate #8a98a4
  • Progression reads left-to-right: warm up → estimate → close → execute → collect.
2. Create Tags (one-time)
  • Source - [23 values]: Web (4), Paid (4 incl. LSA + TikTok), Social (3), Print (1), Field (6: Flyer / Door Hanger / A-Frame / Yard Sign / Neighbor Mailer / Van), Referral (3), Manual Intake, Repeat Customer
  • Bad Fit - Out of Service Area / Price Sensitive / Red Flag - Black List (3 values)
  • Out of Scope (standalone contact tag, scope-neutral, nurture-eligible)
  • VIP Customer · Repeat Customer / Repeat-Plus / Repeat-Standard (2-tier)
  • Withdrawn (S1 ghost) · Withdrawn - Engaged (S2) · Withdrawn - VIP/Repeat · Suppressed - Aged
  • Diverted - Warranty/Callback · Referral Sent - Partner · Referral - Reward Pending · Referral Circle - Elevated
  • Partner: Referral Source - Realtor / Designer-Concierge · B2B Partner - Realtor / Designer-Concierge
  • Stage-state: Stage3 - Pending Client Input · Stage4 - Pending Client Input · Stage5 - Materials-Pending / Margin Hold · Stage6 - In Follow-Up / Assisted Path / Objection Live · Stage7 - Scheduled / Materials Pending / Schedule Hold / Do-skip / Cancelled · Stage8 - In Progress / On Hold / Scope Conversation · Stage9 - AR Open / Won / AR Follow-Up
  • Post-Won contact: Client - Active/Dormant · Health - Green/Yellow/Red · HSP - (4 values) · Service Recovery - Open/Resolved · JC Update - Enrolled
Naming convention: hyphen-separated ("X - Y"), never colon. Applies across all tag categories.
3. Create Custom Fields
  • Original Lead Source / Lead Source (23-value dropdowns)
  • Referring Client (Contact/Opp — intake; fires the S9 referral reward)
  • Client Status (Contact — Standard/VIP/Red Flag/Black List)
  • Dream Outcome (Opp, textarea — canonical; seeded S2 → echoed S5–S9; replaces the retired 'Peak Moment')
  • Lost Reason (Opp — 13 values: 12 pre-yes + 'Cancelled') · Qualification Status (13 values — B6 resolved 2026-07-11)
  • Stage 3 Outcome · Assessment Type · Priority · Block Size
  • Assessment Outcome · Job Type · Budget Alignment · Assessment Notes
  • Overview Type/Status · Components Checklist · Margin Approved By
  • Overview Outcome · Deposit Amount/Method · Walkthrough Path
  • Entry Door · Assigned Craftsman · Materials Status · Work Started At
  • Hold Reason · finalization gate (Receipts/Hours/QC/Job Finalized?) · Proof Filed?
  • Invoice/Paid At · Referral Circle Tier · Referral Reward Status
  • Post-Won contact fields: Last Job Date, Jobs (24mo), Health, HSP, Service Recovery Log …
Full canonical field list = the JC Field & Taxonomy Dictionary / GHL Build Bible §3. Toggle the "GHL Build" layer for per-stage fields. Do NOT create a 'Peak Moment' field. Address ZIP = GHL native Postal Code.
4. Build Workflows (in order)
  • Pipeline workflows (WF-01 … WF-09)
  • WF-01: New Lead Welcome (10-touch cadence, BH + AH branches — Stage 1 LOCKED)
  • WF-01c: Long-Term Re-engagement (Stage 1 Withdrawn)
  • WF-01c-Engaged: Re-engagement for Stage 2 ghosts (Withdrawn - Engaged tag)
  • WF-01c-Deferred: Re-engagement for Declined - Timing / Deferred
  • WF-01c-OutOfScope: Out-of-Scope in-lane nurture (DEFERRED — interim OM quarterly check-in)
  • WF-02: Stage 2 Entry & Routing (Standard vs Fast-Track + 7-day ghost cadence)
  • WF-02-Realtor: Realtor referral variant (Contact Swap at Stage 2→3)
  • WF-02-DesignerConcierge: Designer/Concierge variant (Contact Swap at Stage 4→5)
  • WF-03: Orientation Pending — Scope & Route (internal-only; Assess / Do / Don't / Divert / Hold)
  • WF-04: Assessment Appointment Logistics (calendar-triggered; reminders re-anchor on reschedule)
  • WF-05: Project-Overview Build (internal; Components Checklist + OM margin gate)
  • WF-06: Estimate-Sent Delivery + Close (3-touch JOLT cadence; deposit gate MAX($291, materials×1.20))
  • WF-07: Job-Scheduled Schedule + Pre-Job (assign + order materials + pre-job sequence)
  • WF-08: Job In-Progress (Jobber clock-in entry; finalization gate)
  • WF-09: Closeout (guarantee/HSP email; invoice SLA; Referral Circle; Won — NO auto-charge)
  • Post-Won contact workflows — the "10th stage" (WF-10 … WF-14)
  • WF-10: JC Update Cadence (monthly EMAIL newsletter + seasonal — the retention spine; OA executes, OC owns the number)
  • WF-11: Alarm (monthly health recompute → Red/Yellow; dormant → reactivation offer → S2 fast-track)
  • WF-12: Service Recovery (service@ / 980-500-9760 → priority slot → FM/FC remedy — honors the guarantee)
  • WF-13: HSP On-Ramp (canonical — NOT Review Request) (eligibility at Won → OC on-ramp → hands to deferred HSP nurture)
  • WF-14: Feedback Gate (canonical — NOT Repeat Business Nurture) (S9 2-question NPS → detractor save-call / promoter review + referral). The only review-ask spine — nothing asks on payment.
  • Utilities — EXISTING
  • WF-Util-LastTouch · WF-Util-RepeatFlag · WF-Util-LostReasonTagProp · WF-Util-PartnerMilestoneUpdates · WF-Util-AppointmentReminders
  • Companion / guard workflows — NEW (v7). Build the first three BEFORE any remaining stage workflow.
  • 1. WF-Util-LostRouting — the master exit router. On any Lost Reason set: remove from all active workflows FIRST → enroll in the correct re-engagement (or none) → apply suppression → send the one-touch message. This is the workflow that was missing — a Lost lead kept receiving WF-01's 10-touch cadence.
  • 2. WF-Util-ReEntryGuard — CRITICAL. On new contact/opportunity: if any Bad Fit - * tag OR Client Status = Red Flag / Black List → block WF-01, alert OM. Today a blacklisted contact re-submitting a form enters the welcome cadence.
  • 3. WF-Util-WonExit — on Won: exit all sales cadences → enroll WF-10 / 11 / 13 / 14 → apply Repeat tags
  • 4. WF-Util-Suppression — the ONE global marketing-suppression list (Bad Fit · Black List · unsubscribed · Suppressed - Aged). Not per-workflow filters.
  • 5. WF-Util-DivertExit — on Diverted - Warranty/Callback: remove from pipeline (NOT Lost) → enroll WF-12 → notify FM + OM
  • 6. WF-Util-ReviewSuppress — block the review ask if Service Recovery - Open OR a review is already captured
  • 7. WF-Util-HoldPause — pause client cadences while a Hold tag is present (never the internal backstop clock)
  • 8. WF-Util-Dedupe — duplicate-contact guard (known Jobber→Zapier duplicate bug)
  • 9. WF-Util-AgedSuppress — apply Suppressed - Aged after N months of no engagement. [Q] N unset — OM to lock.
  • 10. WF-01c-Competitor — win-back cadence for Declined - Competitor (long cycle). Feeds the win-rate / pricing diagnostic.
  • Workflow ID namespace (v7 — no ID may sit outside a declared namespace)
  • Pipeline WF-01…WF-09 · Post-Won WF-10…WF-14 · Re-engagement WF-01c-* · Utility WF-Util-* · Stage siblings WF-0N-Variant · Operational Pillar WF-<PILLAR>-nn
  • A bare WF-nn is reserved for the pipeline (01–09) and the post-Won loop (10–14). Nothing else may claim one. Adding a pillar means adding a prefix, not a number.
5. Configure Zapier Bridges (one-way, no loops)
  • GHL→Jobber (scheduling): GHL date/appointment → create/update Jobber visit; Do-skip → create Jobber job
  • Jobber quote SENT → GHL Stage = Estimate Sent (+ stamp Overview Sent At)
  • Jobber quote APPROVED + deposit → GHL Stage = Job Scheduled
  • Zap 8.1 — Jobber FC clock-in → GHL Stage = Job In-Progress (+ Work Started At)
  • Zap 8.2 / 9.1 — Jobber job-complete (gated) → GHL Stage = Job Complete - AR Open + guarantee/HSP email
  • Zap 9.3 — Jobber invoice SENT → GHL Invoice Sent At
  • Zap 9.2 — Jobber invoice PAID → GHL Won + Repeat Customer + enrollments
  • Standing rules: Jobber native notifications OFF (GHL owns the client voice) · one-way / no-loop (distinct objects) · NO auto-charge, ever · invoice SLA 24h/48h.
6. Configure Card Display
  • Show on card: Contact name, Source tag, Assessment Type tag, Time in stage
  • Color code by Source tag
  • Sort: Time in stage descending
7. SOP Registry & Build Status (KISS triage — 25 true SOPs system-wide)
  • Close-skill SOPs — P1 (founder-dependent, revenue-critical)
  • FM Assessment SOP — EXISTS · v1 (OM owns · FM runs · CRM 4)
  • OC Objection-Handling & Close SOP — TO BUILD · placeholder (OC · CRM 6)
  • FC Peak-End & Closeout SOP — TO BUILD · placeholder (FC · CRM 9)
  • Money-path SOPs — TO BUILD
  • OA Qualification Call (CRM 2) · OC Scope Discovery (CRM 3) · FM Overview Build (CRM 5) · OC Invoice & AR (CRM 9) — placeholders
  • Trust & retention SOPs — TO BUILD
  • Service Recovery / Complaint (OC) · OA Review Response · Testimonial Capture — placeholders
  • Growth & people SOPs — TO BUILD
  • B2B Partner Nurture (OA) · Hiring (OM) — placeholders
  • Existing re-engagement SOPs — BUILT
  • Contact Swap v2 · VIP/Repeat Re-Engagement v2 · Partner Referral Cold Recovery v2
  • HSP sub-register (self-governed) — 10 SOPs
  • H1 Eligibility & Invitation · H2 Enrollment & Onboarding · H3 Home Roadmap ✅ · H4 Quarterly Visit ✅ · H5 White-Glove Routing (all P1)
  • H6 Member Health · H7 Renewal & Annual Report · H8 Save/Churn (P2) · H9 Win-back · H10 Member Comms Cadence (P3) — placeholders
  • Canonical map = JC_SOP_Architecture_BoundaryDoc_v1. The 11 pillars carry only 5 true SOPs between them; the other ~110 pillar "linked SOPs" are checklists, templates, standards, policies, or automations. Build order: close-skill SOPs first.
8. Build Bible & Build Phases (execution started 2026-07-12)
  • Runbook: JC_GHL_BuildBible_v2 — build CRM 2–9 + the post-Won loop from it. Master index: JC_Ops_Build_Manifest_v1.
  • BUILD RULE: take fields/tags/workflows from Build Bible v2 + Field Dictionary v2 — NOT the stage docs (pre-reconciliation drift). Dictionary wins, then the Bible.
  • Phase sequence
  • Phase 0 — Data model (Bible §3–5): custom fields, tags, dropdowns. LIVE: pipeline "Leads → Sales Pipeline" 9 stages ✅; ~82 fields to build by hand (no field-create API).
  • Phase 1 — 3 GUARD workflows first: WF-Util-LostRouting → ReEntryGuard → WonExit (§6.3–6.5).
  • Phase 2 — WF-03 (closes the hole: LOCKED WF-02 hands to nothing).
  • Phase 3 — CRM 2→9 pipeline workflows + WF-01c exits. WF-09 referral = $200 two-sided.
  • Phase 4 — Post-Won retention (behind the guards): WF-10 JC Update · WF-11 Alarm (6-mo) · WF-12 Service Recovery · WF-13 HSP On-Ramp · WF-14 Feedback Gate.
  • Phase 5 — Pillar workflows (WF-REV-* / WF-MKT-* / WF-HSP-*).
  • Parallel gates (not workflows, but gate revenue)
  • QB COGS restructure (margin meta-constraint) · Proof Library back-fill (empty keystone) · Guarantee-stack deploy · Close-skill SOPs (per the Registry).
  • Pricing: CRM 5 uses the 5-tier Magnitude Tiers (replaced rate cards); fixed-quote gated on the COGS fix. Kickoff prompt: JC_BuildBible_Build_KickoffPrompt_v1.2.
Joyce | Cline Home Services — Internal Operations Document — v8 (2026-07-12) — Retention measured (WF-11 dormant = 6 months, Jobber-verified; JC Update = email + 2×/yr physical). SOP Architecture folded in (15 core + 10 HSP SOPs; the rest are checklists/templates). Build Bible v2 = the runbook; GHL build execution started (pipeline live, ~82 fields to build). Qualification Status 13 · banned words 7 (+cheap) · referral $200 two-sided · Peak Moment retired · Lost Reason 13 · Lead Source 23 · NO auto-charge · position-only naming. S1–S13 = lifecycle / CRM 1–9 = pipeline. DRAFT — review before go-live.