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Section 01Mission & Role
As an Appointment Setter at One Janitorial, your mission is clear and singular: book 3 qualified appointments per week. You are the front line of our sales pipeline — the person responsible for opening doors and creating opportunities for our presenters to close.
This is a performance-based, system-driven role. You follow the script exactly, work your assigned inventory with urgency, and treat every call as an opportunity. The system is designed to produce predictable results. Your job is to execute it.
This is not a role for coasting. We expect presence, effort, and coachability. Follow the process exactly as trained — don't freestyle. We reward performance. Output matters. Execution determines results.
What You Are Paid to Do
- Book 3+ qualified appointments per week (minimum)
- Hit 150 dials per day (baseline activity)
- Deliver 3.5+ hours of talk time daily
- Follow the script word-for-word until mastered
- Bring the same energy from call #1 to call #150
- Keep HubSpot clean — every call logged correctly
What You Are Not Doing
- Randomly dialing without a structured approach
- Pre-judging calls before the prospect says no
- Freestyling the script or skipping steps
- Letting calls go without logging them in HubSpot
- Holding inactive leads without working them
- Booking unqualified appointments that waste everyone's time
Section 02What One Janitorial Sells
Know What You're Booking Appointments For
One Janitorial provides recurring commercial cleaning on a contract basis for businesses, primarily after-hours. We do not chase one-time jobs. We sell consistency, trust, and repeatable results.
What makes us different: we operate with high standards, fast execution, and a strict process. We are growing across Canada and expanding into the USA — and we promote from within.
Section 03Training & Graduation
Training Program
- 10 working days (2 weeks, Mon–Fri)
- Hours: 8:30 AM – 4:30 PM (same as the live role)
- Includes video learning, live calling, roleplay, and coaching
- Training pay: $100 CAD/week
- Graduation bonus on Day 10: $350 CAD (if requirements are met)
Graduation Requirements — Must Hit ALL
- ✓Book 3 qualified appointments during training
- ✓Present all 10 days — on time
- ✓Show 100% mastery of script + delivery
- ✓Pass roleplay standards (10 perfect in a row per section)
This is performance-based. You either pass or you repeat. The goal is consistent execution, not just effort. Watch training videos 2–3 times. Take detailed notes. Rewatch before asking questions — ownership first.
Section 01Daily Schedule
On time means on time. Back from breaks and lunch exactly when scheduled. Breaks are not flexible unless approved. Phones on = focus on. No multitasking.
Monday – Friday · 8:30 AM – 4:30 PM
Section 02Daily & Weekly KPIs
You may need 750+ calls per week to land 3 appointments. Many calls will be "no" — your job is to stay consistent anyway. This isn't emotional. It's math. If you hit the numbers and follow the system, the results come. Volume creates opportunity. Quality converts opportunity. Both are required.
What Full Script Compliance Looks Like (Non-Negotiable Daily Standards)
- ✓Script followed word-for-word on every call — no freestyling
- ✓High energy on call #1 and call #150 — same tone, same confidence
- ✓Every call logged in HubSpot before moving to the next
- ✓All qualifying questions asked and answered on every DM/IN yes
- ✓Every appointment includes email + gift card choice + phone number confirmed
- ✓All DQ criteria checked before logging a booking
Section 03Compensation Structure
Training Period
During 10 training days
Graduation bonus on Day 10 — paid only if all graduation requirements are met
Post-Training Base
Base salary (~$165/week) + weekly commission
Base + commission paid out every Monday based on prior week's performance
Weekly Commission — Based on Quality Appointments Booked
Needs improvement — manager coaching triggered
The baseline expectation — this is the minimum standard
Strong performance — push here consistently
Elite level — this is what consistent execution looks like
Section 01The 400-Lead Inventory Cap
Each appointment setter holds a maximum of 400 active prospecting leads. Not 1,000. Not 3,000. Large inventory kills urgency. Urgency drives performance. 400 forces focus and follow-through. Ownership requires activity.
How Leads Are Distributed
- All new prospecting leads enter the system unassigned
- The system automatically rotates leads evenly across setters
- Distribution is equal and unbiased — no favoritism
- No manual cherry-picking of leads or provinces
- Every setter receives a mixed inventory across all provinces
- We are currently working from a purchased database of 60,000+ leads
Provinces We Call
- 🏔️ Alberta
- 🍁 Ontario
- 🌊 British Columbia
- 🌾 Manitoba
- 🌻 Saskatchewan
Section 02How to Work Your 400 Leads
You do not randomly dial. You work in structured layers — from highest to lowest priority.
- Call newly assigned leads within 24 hours of assignment
- The first attempt is critical — speed increases connection rates significantly
- Do not let new leads sit untouched while working older ones
- Minimum 3 call attempts per lead before changing disposition
- Vary the time of day on each attempt — don't call at the same time every day
- Do not sound robotic — adjust tone and pacing between calls
- Follow-up within 72 hours of any meaningful contact
After every meaningful contact, update the lead status in HubSpot right away. If the lead is:
- Not interested → update disposition immediately
- Disqualified → mark as DQ with reason in notes
- Already a client → mark correctly and remove from active dial
- Do Not Contact → mark DNC and stop calling
We do not recycle contacted leads for 4–6 months unless specifically instructed by the manager.
Section 03Inactivity Rules & Redistribution
- No call attempt in 7 consecutive days
- Fewer than 3 call attempts within 14 days of assignment
- A contact was made but no follow-up was logged within 72 hours
What Happens When a Lead Goes Inactive
- ✗It may be removed from your ownership
- ✗It returns to the central inventory pool
- ✗It becomes eligible for redistribution to another setter
What Happens If You Exceed 400
- ✗Older leads are removed from your name
- ✗They return to the central inventory pool
- ✓Newer leads remain prioritized in your inventory
Section 04Disqualification Criteria (DQ)
An appointment must be disqualified if any of the following apply. Exception: if there's reasonable doubt but the prospect is willing to proceed to a screen-share, allow it through and flag as Needs Confirmation.
| DQ Trigger | Rule | Exception |
|---|---|---|
| Residential Property | Private residence — house, condo unit, apartment | Common areas only (lobby, hallways) = Qualified |
| Bedrooms / Suites | Cleaning includes bedrooms, suites, living quarters | Front-of-house common areas only = Qualified |
| Over 40,000 sq ft | Cleanable square footage exceeds 40,000 | Reasonable doubt + screen-share agreed → flag Needs SQFT Confirmation |
| K–12 Schools | Public or private K–12 schools | Daycares and early childhood centres = Qualified |
| Gatekeeper-Only Booking | Appointment booked through receptionist/admin — DM/IN not confirmed | None |
| No DBM + No Commitment | No pain expressed + did not agree to screen-share | Qualified if: heard base price + agreed to screen-share + expressed clear interest |
| Quebec / Small Town | Business in Quebec OR town under 40,000 pop, not within 20 min of major city | Within 20 min of major urban centre = Qualified |
| Day Porter Only | Wants dedicated on-site cleaning during business hours only | Open to after-hours OR willing to pay +50% premium = Qualified |
| Low Frequency | Monthly / bi-weekly / one-time / deep clean only | Open to weekly at comparable price = Qualified |
| Restaurant Kitchen | Requires kitchen cleaning | Front-of-house only = Qualified |
| Building Lease / Head Office | "It's in our lease" or "Head office handles it" | None — confirm and end call |
Follow the script word-for-word until you have mastered it. Consistency creates results. Do not freestyle. Do not skip lines. Let the prospect say no — not you. Pre-judging a call kills performance.
Section 01The Full Call Flow
Call Flow — Always In This Order
Section 02Gatekeeper Scenarios (1–4)
Assume the first person who answers is the gatekeeper. Gatekeepers are not the enemy — they are the path. You are polite, direct, and repeatable. No small talk. No stories. Just script + forward motion. If they use decision-type language ("we already have a cleaner…") → treat them as DM/IN.
Scenario 1 — Gatekeeper Transfers to DM/IN
What Happens
Lead has no name on file, gatekeeper answers and transfers you right away.
Opener (Universal Start)
Practice Rule
Pass this scenario 10 perfect role plays in a row. If you miss one → restart the 10.
Scenario 2 — DM/IN Not Available
Goal
Get a callback time, an email address, and/or a voicemail transfer.
Script Flow
If the gatekeeper won't give email or voicemail: "No problem at all." — thank them and end the call. Set a callback task in HubSpot if you got a time.
Scenario 3 — Gatekeeper Acts Like DM/IN
Trigger Phrases (if you hear any of these → treat as DM/IN)
- "We're not interested."
- "We already have a cleaner."
- "Our staff cleans."
- "We're happy with our current service."
Script — Offer the Free Quote
If They Say "No, We're Happy"
If Still No → Collect Email
Confirm email → end call → send Prospecting Sequence in HubSpot.
Scenario 4 — Building Lease / Head Office Handles Cleaning
Trigger
"It's part of our building lease." / "We don't handle it at store level — head office handles it."
What You Do
Section 03Decision Maker / Influencer Scenarios (1–5)
If you're speaking with a DM or IN → run the DM script. Your job is to push for the appointment. Do not pre-judge. Let the prospect say no — not you. If you finish the script and push, you have done your job.
Scenario 1 — DM/IN Says "Yes" to Free Quote
Reason for the Call
Scenario 2 — DM/IN Gives Resistance
Rebuttal Rules (always in this order)
If "No thanks / Not interested"
If Still No → Email Path
Voicemail Script
Rule
Every time someone doesn't answer → leave a voicemail. No exceptions. Same script, word-for-word, same tone, same pacing, every time. Voicemail is the only time you say "One Janitorial" unprompted.
Purpose
Not about "getting lucky" — it's about recognition. Repetition builds familiarity. When the timing is right, they remember your voice and they pick up. Every voicemail is a brick — repeated inputs create predictable outcomes.
Execution Checklist
- ✓No answer → leave voicemail immediately
- ✓Script word-for-word — no freestyling
- ✓Calm, professional, controlled pace — not rushed
- ✓Done → move to next call without overthinking
Section 04Qualifying Questions
We do not book every call. We book qualified calls only. If you skip questions, the appointment can be disqualified because the presenter is unprepared. Sloppy notes = sloppy deal = presenter loses trust.
If they seem rushed: "Totally — in order to give you the right quote, I just need to ask a few quick questions."
If they still resist: "No problem — would it be better if I call you back at a better time so we can do this properly?"
Path A — They Have a Cleaning Company
Path B — Staff Cleans In-House
If the prospect wants bi-weekly or monthly only:
"Got it. If we can provide you a comparable price for [their frequency], but we would do it once a week, are you open to it?"
If No: "Totally get that — unfortunately the minimum we can do is once a week. Thank you for your time." → Log as DQ.
Section 05Booking the Appointment
If they reject both: "Of course — what time works best for you?" Then confirm a specific day and time.
If they can't check email now: "No worries — when you can check it later, please send me a quick email confirming you received it."
Booking Must-Have Checklist — All 5 Required
- ✓DM or IN confirmed — not just a gatekeeper
- ✓Date and time confirmed
- ✓Email captured and confirmed — spelled back
- ✓Gift card choice recorded (Amazon or Tim Hortons)
- ✓Phone number captured and confirmed — read back
Section 06Tone, Pacing & Inflection Standards
Tone
- Medium volume — clear, not overpowering
- Low pitch sounds confident and grounded
- High pitch sounds unsure or nervous — avoid it
- No monotone — at least one pitch change per sentence
Pacing
- Target: 2–3 words per second
- Too fast (5–7 words/sec) = hard to follow
- Pause 1–2 seconds after key lines and questions
- Your job is to guide the listener, not dump information
Inflection
- Questions → end with a slight upward pitch
- Statements → end with a downward pitch
- Raise pitch slightly on one keyword per sentence to highlight meaning
- Acknowledgements: "Got it." "Makes sense." "Totally get that."
If it isn't logged in HubSpot, it didn't happen. HubSpot is the system of record. Your call work is not complete until it is logged correctly — every call, every outcome, every task, every deal.
Section 01Daily Call Workflow
A) Select Lead Calling Status / Disposition — choose the correct status (Callback, No Answer, Appointment Booked, etc.)
B) Add Call Notes → Go to Activities → Calls → open most recent call log → click Add Description → type notes completely. Enter notes while it's fresh — not later.
C) Select Call Outcome — below the notes, choose the correct outcome that matches what happened.
Minimum HubSpot Hygiene — Every Call
- ✓Disposition (Lead Calling Status) selected
- ✓Call notes added — clear and complete
- ✓Call outcome selected
- ✓Task completed and closed
- ✓Next contact started
Section 02Callback Task SOP
Use when a prospect or gatekeeper gives a specific date/time to call back, or when you need to retry the DM/IN at a planned time. Rule: if you get a callback time, you set the task immediately — not later.
Callback Task Checklist
- ✓Task created immediately (not at end of day)
- ✓Task title is clear and descriptive
- ✓Callback time is exact (date + time both set)
- ✓Notes include context — why the callback, who to ask for
Section 03Deal Creation SOP (After Booking)
Booking is not complete until the deal, tasks, and associations are fully completed in HubSpot. The presenter cannot properly prepare without this information.
On the contact profile: set Lead Calling Disposition → Appointment Booked
Go to Activities → Calls → open most recent call → Add Description. Notes must include:
- Decision maker name + role
- Cleaning setup (in-house vs company)
- Days per week requested
- Square footage (or "unknown")
- DBM — what improvements they want
- TLC area (secondary problem area)
- Start timeline
- Appointment date/time
- Email confirmed + gift card choice + phone number confirmed
On the contact profile right panel → Deals → Add Deal → Create New. Fill these fields:
| Field | What to Enter |
|---|---|
| Deal Title | [DM First Name] + [Business Name] + [City] |
| Appointment Book Date | Today's date |
| Appointment Setter | Your full name |
| Deal Owner | Presenter (Angela or Samara) |
| City | Prospect's city |
| Square Footage | From your notes (or "unknown") |
| Days Per Week | From your notes |
| Amount | From the calculator (see Section 4) |
| Presentation Date/Time | Actual appointment date and time |
| Pre-Presentation Date | 1 day before presentation |
| DBM | Paste answer to "What improvements would you like to see?" |
| Deal Rating | A = ready ASAP / B = interested, not urgent / C = price only |
| Lead Source | Appointment Setter |
All of these must be linked to the deal before you move on:
- Contact → Contacts tab → open contact → Emails → Associations → check Deals
- Call Notes → Calls tab → open call → Associations → check Deals
- Task → Tasks tab → select task → Associations → check Deals
- Meeting → Meetings tab → select meeting → Associations → check Deals
Final Check — Before Moving On
- ✓Disposition = Appointment Booked
- ✓Thank-you email sent
- ✓Call notes complete with all qualifying answers
- ✓Pre-presentation task assigned to presenter
- ✓Deal created with all fields filled
- ✓Contact, call, task, and meeting associated to deal
- ✓Company created (if new business)
Section 04Calculator SOP
"Based on what you shared, the standard cleaning price for that setup is around $X/month." Keep it short. Don't over-explain. Move to screen-share. Only ever reference the Standard Cleaning Price — never quote anything else.
Section 01Appointment Quality Checklist
A "booked appointment" is not automatically a "quality appointment." Quality is verified using this checklist. Every booked appointment is audited before it counts toward the weekly target.
Section 02Call QA Scorecard
Section 03Coaching Session SOP
If it's not documented + uploaded to NotebookLM + updated on the Coaching Board, it didn't happen. Every coaching session must have: Owner + Deadline + Proof.
- 1–3 call timestamps showing the problem behavior
- 1–2 call timestamps from a top performer for comparison
- HubSpot evidence (notes, disposition, tasks) if relevant
- The exact SOP or script section being coached (link or title)
Rule: evidence first. No assumptions.
If the issue is still in WHAT/HOW/WHEN/BLOCKERS → fix that first. Only escalate after those are cleared and the behavior still doesn't change. Escalation without diagnosis = punishment, not management.
Coaching Session Scripts (Copy/Paste)
Section 01What You're Accountable For
Setter Accountability — You Own These
- ✓Dial volume — 150/day, 750/week
- ✓Talk time — 3.5 hours/day, 17.5 hours/week
- ✓Call quality — script, tone, acknowledgment, rebuttals
- ✓Proper status updates in HubSpot after every call
- ✓Follow-up timing — within 72 hours of any contact
- ✓Energy consistency — same standard call #1 to call #150
- ✓Lead activity — no lead sits untouched for 7 days
What the System Tracks (Manager Visibility)
- ✓Inventory size and active lead count
- ✓Call attempts per lead and per province
- ✓Last activity date per lead
- ✓Province coverage balance
- ✓Conversion rate — dials to conversations to bookings
- ✓Call recordings — minimum 5 reviewed daily
- ✓HubSpot notes completeness and accuracy
If numbers drop, we address execution — not blame the leads. The issue is never the leads. The issue is pace, urgency, follow-up discipline, and call execution. With 400 controlled leads and a clear system, performance becomes predictable.
Section 02Escalation Ladder
Escalation only begins after the diagnostic is run: WHAT → HOW → WHEN → BLOCKERS → WHY. Escalation without diagnosis is punishment, not management. Every escalation requires a new Coaching Board entry. Old entries stay as proof.
Coaching — First Occurrence
Trigger: Employee misses a coached skill or standard.
- Run diagnostic first (WHAT/HOW/WHEN/BLOCKERS)
- Coach the specific behavior (not vague)
- Assign proof: calls / HubSpot / roleplays (10 perfect in a row)
- Set follow-up date + measurable expectation
- Log on Coaching Board + upload to NotebookLM
Re-Coaching — Same Miss Within 1–2 Weeks
Trigger: Same issue reappears OR proof wasn't submitted.
- Re-coach live — not just a chat message
- Reset expectation clearly + explain ladder exists (no surprises later)
- Tighten cadence and shorten follow-up window
- Only one re-coaching per issue before escalation
Written Warning — Pattern Confirmed
Trigger: Miss continues after coaching and re-coaching.
- Do final diagnostic check before writing
- Write-up must include: specific behavior, dates of coaching + re-coaching, clear expectation, consequence (next = PIP)
- Employee must acknowledge in writing
- Log in tracker + attach documentation
PIP — Performance Improvement Plan (Final Chance)
Trigger: Miss continues after written warning.
- Appointment setters (high-volume): 2-week PIP
- Daily or weekly check-ins with proof required
- Specific measurable targets — not vague
- If targets not met → termination
Termination
Trigger: PIP targets not met, or pattern continues after full ladder.
Not a surprise — a fully documented trail exists at every stage. Every step above was completed before reaching this point.
Section 03Weekly Manager Review (WBR Prep)
The manager presents at the WBR every Tuesday with real evidence. This is a decision and execution alignment meeting — not a discovery session. Show up with data or get pushed back.
Monday — Prep
- Close out last week's trackers — no blanks
- Identify failing or approaching KPIs
- Run chain map: Dials → Conversations → DM/IN → Qualified → Booked → Shows
- Find where the chain breaks (Theory of Constraints)
- Review 5–10 calls at the break point
- Compare top performer vs underperformer
- Select ONE #1 constraint for the week
- Build correction plan: what changes, who owns it, when it starts, proof required
Tuesday — WBR Presentation Order
- ✓Metric off target (target vs actual + timeframe)
- ✓Chain map + where it breaks
- ✓Evidence — calls + HubSpot + top performer comparison
- ✓Constraint (one sentence) + STAR classification
- ✓Correction plan (owner + deadline + proof)
STAR Constraint Classification — Use in This Order
| Label | Meaning | Fix |
|---|---|---|
| Awareness | They don't know the standard exists | Document the standard + communicate it |
| Clarity | They know it exists but don't know what it means | Clarify with written examples |
| Competence | They understand but can't do it yet | Train — Document → Demonstrate → Duplicate |
| Cadence | They can do it but don't do it consistently | Set frequency + accountability |
| Blockers | Something outside their control is preventing execution | Remove the blocker (tools, access, dependency) |
| Motivation | Skill issue vs will issue — only diagnosable after all above are cleared | Direct conversation + compress ladder timeline |
Section 04Coaching Board Rules
Required Fields — Every Entry (No Exceptions)
- Employee Name (full)
- Manager Tag (who coached)
- Date (date of coaching)
- Status: Improved / Working On It / Escalated
- Coaching Stage: Coaching → Re-Coaching → Write-Up → PIP → Termination
- Summary NBLM: Yes / Working On It / No
- Coaching Topic (specific behavior)
- Measure of Outcomes (KPI-linked standard)
- Follow-Up Date (exact date)
- Proof required (calls / screenshots / roleplays)
Improved
Followed up on exact date + employee applied the coaching + KPI moving in the right direction.
Working On It
Showing progress but not consistent yet. Keep coaching stage, tighten follow-up, document what improved and what's missing.
Escalated
Behavior did not improve by follow-up date + diagnostic cleared. Ladder advances. Create a new entry — do not edit the old one.