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1.0 Overview

Operations Binder ToC

1.1 Program Overview – Lightmen Exterior Care Club

1.2 Membership Tiers – Lightmen Exterior Care Club

1.3 Deliverables Matrix – Lightmen Exterior Care Club

1.4 Terms & Conditions – Lightmen Exterior Care Club

1.5 a Member FAQ (external + customer-facing)

1.5 b Member FAQ (internal + customer-facing)

2.0 SOP's

2.1 Pressure Washing SOP (prep, safety, execution, QC)-

2.2 Annual Inspection SOP (checklist & documentation)-

2.3 Member Service Visit SOP (greet, upsell, follow-up)-

2.4 Repaint SOP (Year 9–10 process + renewal pitch)-

2.5 Admin SOP (billing, cancellations, reserve allocations)-

2.6 Sales SOP (pitch, objections, referral process)-

2.7 Field Checklists (laminated versions wash, inspection, upsells)

3.0 Marketing

3.1 1-Page Membership Flyer (print + digital)

3.2 Tri-Fold Brochure (storytelling version)

3.3 Sales Scripts (door-to-door, cold call, realtor referral)

3.4 Website Landing Page Copy (FAQ, pricing, sign-up)

3.5 Email Drip Sequences (welcome, seasonal, upsells)

3.6 Referral Rewards Program Sheet

3.7 Social Media Templates (graphics + captions)

4.0 Reserve Fund

4.1 Reserve Fund Tracking Spreadsheet

4.2 Client Capacity Model (homes per tech

4.3 Profit-Loss Calculator by Tier

4.4 Break-even Analysis Dashboard

4.5 Multi-Year Forecast Model

4.6a Accounting SOP – Reserve Fund (Deposits, Withdrawals, Audits)

4.6b Reserve Fund Monthly Reconciliation Sheet

4.6c Reserve Fund Withdrawal Authorization Form

4.6d Reserve Fund Deposit Record

4.6e Reserve Fund Annual Summary & Audit Report

5.0 Welcome

5.1a Welcome Kit (touch-up kit, member card, calendar)

5.1b Welcome Letter from the Owner

5.2 – Reserve Fund Onboarding Packet (Form)

5.3 Seasonal Reminder Templates email + SMS

5.4 Status Badges - Bronze/Silver/Gold/Platinum icons

5.5 Renewal Incentive Program Sheet

6.0 Upsell

6.1 Add-On Pricing Sheet (retail vs member pricing)-

6.2 Tech Upsell Script & SOP (“2 per visit”)-

6.3 Seasonal Bundle Offers

6.4 Tech Upsell Quick-Reference Card

6.5 Seasonal Campaign Templates

7.0 CRM

7.1 CRM Setup Guide

7.2 Billing System SOP – Auto-Pay, Failed Payments, Refunds

7.3 Reserve Fund Account Setup – Separation & Rules

7.4 Scheduling Integration SOP – Calendar & Reminders

7.5 Member Portal Overview – Features, Logins, Renewals

7.6 Tech App Workflow – Mobile Access, Logging, Photos

8.0 More

8.1 Glossary of Terms

8.2 KPI Dashboard Guide

8.3 Troubleshooting Guide

8.4 Field Card – Relationship Notes Reminder

8.5 Addendum / Change Order Form

8.6 Exterior Painting / Home Inspection Checklist

8.7 MEMBER ONBOARDING FORM

8.8 MEMBER AGREEMENT

ECC - Program Resources

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