V3 • June 2026
Phone Intake Script — v2
For use by: Anyone at Bosi who answers the phone  —  Goal: Book the Bosi Viability Call with Erik
📝
What Changed in v2
Per coaching feedback, June 2026
  • Step 3 — Removed the premature close question ("Does it make sense to get you on a call with Erik?"). It came before we'd explained what the call was, which felt out of order.
  • Step 3 — Added a clear "Not a Fit" path. If scope or location isn't right, handle it here. Only move to Step 4 if it's a fit.
  • Step 4 — Rewrote the Viability Call introduction. Now leads with the purpose of the call ("make sure what you want can happen in the space you have for an affordable price") before asking if it makes sense. Closed question now comes after the explanation, not before it.

For New Hires: Read this script word for word on day one. That is completely fine. The goal over time is to know it well enough that you no longer need it — so your full attention can be on the caller, not the page. Once you know the flow, make the language your own. The words below are a starting point, not a cage.

1
Answer the Phone
Say this every time
"Bosi Construction, this is [your name] — how can I help you?"
Then stop. Let them talk for 30–60 seconds without interrupting. Listen.
2
Make Them Feel Like They Called the Right Place
Say this after they describe their project
"Thank you so much — you made an incredible decision reaching out to Bosi Construction today. We've been doing this for almost 50 years and this sounds exactly like the kind of project we love. Tell me a little more — what are you trying to get done?"
Then listen again. Let them keep going. Don't rush to the next question.
3
Scope and Location Changed in v2

v2 change: The closing question ("Does it make sense to get you on a call with Erik?") has been removed from this step. It was premature — you haven't explained what the call is yet. Instead, this step now ends with a clear fit / not-a-fit decision. If it's a fit, flow naturally into Step 4. If it's not, handle it here.

Ask about scope if you need more detail
"What are you guys trying to get done — can you give me a little more detail on the project?"
Then ask where they are
"And where are you located — what neighborhood or town?"
If it's a fit — affirm it and keep going
"Oh, that's a great area — we've done a lot of work over there. It sounds like you definitely called the right place."
v2 — New: If it's NOT a fit — handle it here, warmly
"I really appreciate you reaching out — honestly, that particular scope / area just isn't where we focus our work. I want to make sure you get to the right people. Can I give you a couple of names?"

Then refer them out graciously. How you treat a non-fit caller reflects on Bosi. They have friends.

If it IS a fit — no closing question needed. Just move directly into Step 4.
4
Introduce the Bosi Viability Call Changed in v2

v2 change: Rewritten to lead with the PURPOSE of the call before asking if it makes sense. The old version asked for their buy-in before explaining what they were buying into. Now: explain it first, close second.

Explain what the Viability Call is and why it matters — then close
"What we like to do before anyone has to take time off work or coordinate schedules is schedule a Bosi Construction Viability Call with Erik. He's our owner, and you can join from wherever you are. The whole point of this call is to make sure that what you want can actually happen in the space you have for an affordable price. Would that make sense for you?"

Why this order works: They just told you what they want. Asking "does it make sense to talk to our owner?" before explaining the call feels like a runaround. Explaining the call first — and leading with what they'll get out of it — makes the yes feel natural. People agree to things they understand, not to vague asks.

If they say yes — move directly to Step 5 and book the time.
5
Book the Call
Ask for their preferred window first
"Would morning, afternoon, or evening work better for you and your spouse?"
Then offer a specific time
"How does [day] at [time] sound — does that work for both of you?"
6
Collect Contact Info
After the call is booked — then ask for info
"Perfect. Last thing I need — what's the best phone number and email address to send the Zoom link to?"
Get their name if you don't have it yet
"And can I get your full name — first and last? I want to make sure I spell it right when I send the confirmation."
Read the phone number back. Spell the email back if there's any chance of error. A wrong email means they never get the Zoom link.
7
Close the Call
Say this to close
"Perfect — you're all set. I'll send you the Zoom link and you'll hear from Erik at [time] on [day]. Thanks so much for calling — honestly, this sounds like a really exciting project. You called the right place."
8
After You Hang Up
1

Text or call Erik immediately — don't just tag him in JobTread. He needs to know right now.

2

Log everything in JobTread: full name, phone number, email, neighborhood, project description in their words, lead source, and the booked Viability Call date and time.

3

Tag Erik in JobTread: "New lead — Viability Call booked for [day/time]. All details in notes."

Hard Stops — Never Do These
  • Never quote a number. Not a range. Not a ballpark. If they ask about cost: "That's exactly what the Viability Call with Erik is for."
  • Never describe our process in detail. If they ask how we work: "Erik will walk you through all of that on the Viability Call."
  • Never promise a start date or timeline. You don't know the current schedule. Any number you give will be held against us.
  • Never live-transfer the call. The goal is a booked Viability Call. Book the time.
  • Never collect contact info before you've engaged them. Name, phone, and email come at the end — after the call is booked. Leading with a form kills the energy.
📖
Notes for the Call
Why we answer the way we do
They called because they have a problem and they're hoping you can solve it. Confirming that hope before you ask a single question is what separates a great first impression from a cold one. "You made an incredible decision" sounds simple, but it removes doubt and creates energy. That energy carries through the entire call.
Why contact info comes last
Leading with "Can I get your name, phone number, and email?" sounds like a contact form. They're not calling to give you their information — they're calling to find out if you can help them. Answer their problem first, get them excited, book the call, then collect the info. In that order.
Why we explain the Viability Call before asking if it makes sense (v2 change)
The caller just told you what they want. Asking "does it make sense to talk to our owner?" before they know what that conversation is about feels like a runaround. Lead with the value — what they'll get out of the call — and the yes comes naturally. People agree to things they understand, not to vague asks.
Why we never give a price on this call
You don't have enough information. A number that's too high makes them hang up. A number that's too low means Erik has to walk it back later, which kills trust. The right answer is always: "That's exactly what the Viability Call with Erik is for."
If it's not a fit (v2 change — now in Step 3)
Be warm and helpful on the way out. Even when it's not a fit, how we handle the call reflects on Bosi. People remember how they were treated. They also tell their friends.
Key phrases to keep in rotation
"You made an incredible decision reaching out today."Decision reassurance. Say it right after they say hello.
"We've been doing this for almost 50 years."Credibility anchor. Use it early.
"You called the right place."Use it twice: once after they describe their project, once at the end.
"That's exactly what the Viability Call with Erik is for."Use any time they ask something you can't or shouldn't answer.
"It's just a quick Zoom call — you can join from wherever you are."Reduce friction when introducing the Viability Call.
Other ways to ask the same questions
Instead of "what are you trying to get done":"What's driving this project for you?" or "What does this look like when it's finished?"
Instead of "would morning, afternoon, or evening work":"What part of the day tends to work best for both of you?"
If they ask what the Viability Call is:"It's a 15 to 20 minute Zoom call with Erik — he's one of our owners. He'll hear about your project firsthand and give you a real sense of whether Bosi is the right fit and what working with us looks like."
If they're in a hurry:"Totally understand — it's genuinely just 15 minutes. Can I send you a couple of times to pick from?"
The expectation: memorize it, then make it yours
Reading this script on day one is the starting line, not the finish line. The goal is to know this flow so well you don't need the page. Once you're there, you'll find your own version of these words — ones that feel natural when you say them. That's when the script becomes a real conversation. Until then: read it, practice it, record yourself, and keep adjusting until it sounds like you.
Discovery Call
Script 02 — Erik or Ben with a qualified lead. This is a conversation, not a pitch. Goal: understand their world deeply enough to determine fit and begin positioning Bosi as the obvious choice.
🧠
The Mindset Going In
  • You're not trying to win the job. You're trying to figure out if it's the right job.
  • Ask more than you talk. The best salespeople listen 70% of the time.
  • They should leave feeling understood — not sold to.
  • Budget comes up naturally when trust is established. Don't force it.
1
Opening — Set the Tone
Establish peer-level rapport — trusted advisor, not contractor
"Hey [Name] — Erik Bosi. Thanks for making time. Greg mentioned you're working on [reference project briefly]. I'd love to just hear more about what you're thinking — where you are in the process, what's driving the project. So tell me about it."
Then stop talking. Let them go. Resist the urge to fill silence. This first stretch of listening is gold — you'll learn more in the first 3 minutes than any intake form could tell you.
2
The 5 Questions That Matter
These aren't a checklist to run through — they're threads to listen for. Weave them into the conversation naturally.
1 — The Vision
"Help me understand the end state you're going for — what does this home feel like when it's done?"
2 — The History
"Have you done renovations on this house before? How did those go?"
Past contractor experience tells you everything. Bad experience = scar tissue. Good experience = realistic expectations. You need to know.
3 — The Team
"Where are you in the design process — do you have an architect or designer you're working with, or is that still being figured out?"
4 — The Timeline
"Is there a timeline driving this? A milestone, a life event, something you're working toward?"
5 — The Budget (when the moment is right)
"I want to make sure I give you useful information, not just a conversation. Have you landed on a budget range, or is that something you're still trying to get your arms around?"
Frame it as you needing it to help them. If they don't have a number: "That's actually really common at this stage — part of what we do in our early process is help people get to a real number they can make decisions with."
3
Introducing Bosi — When You Do Talk
Position who we are without a sales pitch
The short version
"We've been doing this since 1978 — second generation, so I grew up in this. We specialize in older homes, historic renovations, additions. The kind of work most contractors won't touch or don't know how to approach. We're not the right fit for every project, but when it's the right fit, clients tend to stay with us for a long time."
On our process
"One thing that's different about how we work: we front-load a lot of our thinking. Before we ever start construction, we spend real time with the client, with the architect, really understanding the scope — so when we build, we're not guessing. That process isn't free, but it's what allows us to give you a number you can actually trust."
Resist the urge to list every project or service you offer. One or two specific, relevant stories land better than a portfolio dump.
4
Closing the Discovery Call — Specific Next Step, Not "I'll Send Info"
If it feels like a fit
"Based on everything you've described, this sounds like exactly the kind of project we do well. The next step I'd recommend is getting together in person — at the house if possible. That gives me a chance to actually see what we're working with, and gives you a chance to see how we think. Does that make sense?"
If you need more info first
"I want to be thoughtful before I recommend a path forward. Can you send me any drawings, photos, or anything your architect has put together? That'll help me come to the conversation with something useful to say."
If it's not a fit
"I want to be straight with you — I don't think this is the right match for where we are right now, and I'd rather tell you that now than waste your time. But I can point you toward a couple people who might be a better fit for what you're describing."

Always end with: a specific next step, a specific time frame, and who does what. Vague next steps = leads going cold.

Selling the PDA
Script 03 — The Project Development Agreement is where most contractors lose clients — and where Bosi builds the deepest trust. How you explain it determines whether it feels like a barrier or a benefit.
🧠
Core Ideas to Internalize
  • The PDA isn't a cost — it's a filter that protects both parties.
  • You're asking them to invest in certainty, not pay for a proposal.
  • Contractors who skip this process are the ones who blow budgets and blow up schedules.
  • Clients who've been burned before will understand this immediately. Help the rest get there.
1
The Setup — Create the Problem Before You Offer the Solution
Say this first
"Here's something I've seen happen more times than I can count: a homeowner gets three bids, picks the lowest one, and six months into construction they're $150,000 over budget and the contractor is pointing at change orders. That's not a contractor problem — it's a process problem. The estimate they got wasn't built on real information."
Then
"The way we avoid that is by doing the work upfront. Before we give you a number you're supposed to make a $400,000 decision with, we spend real time — with you, with your architect, inside your walls if we need to — understanding exactly what the project requires. That process is what we call our preconstruction phase."
2
Explain What's Included — Make It Tangible
Say this
"What you're getting in preconstruction: a detailed scope of work developed with your architect, real subcontractor pricing from the people who will actually do the work, a construction schedule, and a budget number you can stake a decision on. Not a ballpark. Not a gut check. An actual number."
If they have an architect already
"We work closely with [architect name] throughout this — it's a collaborative process. By the end, everyone's aligned before we ever break ground."
If no architect yet
"Part of what we do in this phase is help you figure out if you need an architect, and if so, connect you with the right one for your project and your sensibility."
3
Address the Fee — Directly, Not Apologetically
Be matter-of-fact
"There's a fee for this phase — and I want to be upfront about that. It's not a free estimate. The reason is simple: doing this right takes real time from our senior people. If we're going to give you a number worth trusting, we have to put in work worth trusting."
On what happens to the fee
"If we move forward to construction together, that fee is credited toward your project. You're not paying it twice — you're paying it once and applying it. If for any reason we don't move forward, you still have a fully developed scope and budget that's yours to use however you want."
Don't over-explain the fee amount until they ask. State it clearly, then move forward. Dwelling on it makes it feel bigger than it is.
4
The One-Line Close
Summarize the value simply before asking for the decision
"What you're really buying in this phase is clarity. At the end of it, you know exactly what your project costs, exactly what it includes, and exactly who's building it. Most people don't have that until they're already six months into construction — and by then it's too late to change anything without it costing a lot more."
📊
PDA Tier Structure
Present based on project scope
TierInvestmentBlock HoursBest For
Tier 1$4,00020 hrsSingle-room or focused scope renovation
Tier 2$7,50040 hrsMulti-room, addition, full-floor renovation — default target
Tier 3$10,00060 hrsWhole-home, historic restoration, high-complexity build
Lost Leads
A lost lead is not a dead lead. It's a future opportunity in a waiting room. The rehash process is a system — not a one-time call.
🔄
Wrong Frame vs. Right Frame
❌ Wrong Frame
  • "We lost this lead."
  • "They went with someone else."
  • "It's not worth following up."
  • "They said no to the price."
✅ Right Frame
  • "They haven't started yet."
  • "Their situation may have changed."
  • "The other contractor may have fallen through."
  • "They still have a house that needs work."
📋
Rehash as a Process — 4 Tiers
TierTimingMethodGoal
Tier 124–72 hours after lossPhone callUnderstand why — not to re-pitch. Survey-to-Reset.
Tier 230 days outPhone + emailCheck in: "How's the project going?"
Tier 360–90 days outEmail + text"Thinking of you" — no ask
Tier 46 months+Seasonal outreachStay top of mind for next project
📞
Survey-to-Reset Script
Tier 1 — 24–72 hrs after losing the job
Open honestly
"Hey [name], it's Erik from Bosi. I know you went in a different direction on the project — completely respect that. I just wanted to reach out, not to change your mind, but because we use feedback from conversations like yours to make our process better. Would you be open to two quick questions?"
Question 1 — the real reason
"On a scale of 1 to 10, how satisfied were you with the experience working through the process with us?" [Listen — don't fill the silence]
Question 2 — the future door
"Is there anything we could have done differently that would have made it an easier decision to work with us?"
Close + plant the seed
"I really appreciate that. And hey — if anything changes with the other contractor, or if you've got another project down the road, I hope you'll give us a shot. We'd love to work with you."
Architect Outreach
Architects are a referral multiplier. One strong relationship can generate multiple qualified leads per year. Track C is for existing relationships — warm outreach, not cold calls.
🤝
Architect Referral Program

Referral Discount: Bosi offers a 25% discount on the PDA fee for clients referred directly by an architect partner. This incentivizes the architect to send their client to us and positions Bosi as a collaborative partner.

✉️
Track C — Warm Outreach to Existing Architect Relationships
Opening
"Hey [name], it's Erik Bosi — it's been a while. I wanted to reach out because we've been doing some work on how we partner with architects and I thought of you specifically."
The ask — specific and easy
"We've formalized a referral program — if you ever have a client who's looking for a GC for a renovation or new build, and you send them our way, we take 25% off their PDA as a thank-you. No strings. We just want to be the contractor you feel good recommending."
Close
"Would it be worth grabbing a coffee sometime just to catch up and make sure you've got a sense of what we're working on these days? Happy to come to you."
Lead Scoring Card
Score every lead after the Discovery/Viability Call. 40 points total across 4 criteria. Use this to prioritize follow-up and decide where to invest energy.

Scoring Guide: 32–40 = Priority pursuit  |  22–31 = Active follow-up  |  12–21 = Nurture  |  Under 12 = Gracious exit

1. Project Fit & Scope Alignment
0–10 pts
10
Historic renovation, high-performance build, complex scope — exactly what Bosi specializes in. High trust established.
7
Strong residential scope, moderate complexity. Good fit, some clarification needed.
4
Straightforward renovation. Bosi can do it but not the highest priority work.
1
Mostly outside scope — small repairs, commercial. Very low fit.
2. Budget Reality & Clarity
0–10 pts
10
Budget clearly stated and well-aligned with scope. Client has realistic expectations.
7
Budget range stated. Slightly tight but workable with scope adjustments.
4
Budget vague — "we'll figure it out" or significant underestimation.
1
Budget clearly insufficient or client refused to discuss. Major red flag.
3. Timeline & Decision Readiness
0–10 pts
10
Clear start target within 30–90 days. Decision-maker is on the call. Ready to move.
7
Start target within 3–6 months. Decision-maker engaged. Some planning still needed.
4
Timeline vague or 6+ months out. Still comparing multiple contractors.
1
No timeline. "Just exploring." Decision-maker not involved in conversation.
4. Client Communication & Trust Signals
0–10 pts
10
Referred client, responsive, engaged, asked smart questions, used our language. High trust.
7
Came in warm, responsive, collaborative tone in conversation.
4
Cold inbound, neutral tone, comparing bids. Some friction.
1
Adversarial or transactional tone. History of contractor issues.
Objection Handling
These aren't arguments to win. They're concerns to understand. The right response acknowledges what they're really worried about before you address the surface question.
Ballpark Request
"Can you just give me a rough number / ballpark?"
▶

What they're really saying: I'm not sure if this is even in my universe financially. I don't want to waste either of our time.

How to respond
"I completely understand — and I want to give you useful information. The honest answer is: I can give you a range right now based on project type, but a range on a project like this can be $200,000 wide and I don't want to anchor you to a number that's either too high or too low. What I can tell you is that the kind of work you're describing — [their project type] — typically runs in the [general range] neighborhood for clients we work with. Does that help orient things?"
Then pivot
"The way we get to a real number — not a range — is through our preconstruction process. That's where the guesswork ends."
PDA Fee Objection
"Why do I have to pay for preconstruction? Other contractors give me free estimates."
▶

What they're really saying: Other contractors give me free estimates. Am I being taken advantage of?

How to respond
"That's a fair question — and honestly, I'd ask the same thing. Here's the difference: a free estimate is a guess. It's based on assumptions, incomplete information, and whoever gives it to you is going to protect themselves with change orders later. What we charge for is real work — actual sub pricing, a real scope, a number you can make a decision with. I've seen 'free estimates' cost homeowners six figures in surprises. Ours cost a fraction of that and save multiples."
Price Objection
"Why are you more expensive than the other bids?"
▶

What they're really saying: Help me justify this to myself (or my spouse). I want to choose you but I need a reason.

How to respond
"Here's a question worth asking: are you comparing the same thing? A lower bid on a project like this usually means something's not included, or something's priced to win and repriced once you're committed. We price to finish — what's in our number is what the project costs. That said, if budget is the constraint, let's talk about what it means to value-engineer the scope rather than just find a cheaper number for the same scope."
Stall Objection
"Can we skip steps to move faster?"
▶

What they're really saying: I'm impatient / excited / have a deadline. I trust you enough to want to just start.

How to respond
"I love the energy — and I want to move fast too. But here's what I've learned: shortcuts in preconstruction show up as delays in construction. If we skip the planning work, we end up making decisions under pressure with workers standing around waiting. The process is actually the fastest path. Let me show you what the timeline looks like — I think you'll find it moves quicker than you expect."
Competition Objection
"We're still getting other bids / talking to other contractors."
▶

What they're really saying: I haven't decided yet and I'm not ready to commit. I might also be using this to negotiate.

How to respond
"That makes total sense — you should. This is a significant investment and you want to feel good about who you're trusting with your home. What I'd encourage you to do when you meet with others is ask them to walk you through their preconstruction process — how they develop their estimate, what's included in their number, how they handle surprises in the field. The answers will tell you a lot. We're happy to wait while you do your homework."
Don't chase. Confidence in your process is more attractive than desperation for the job.
Follow-Up Cadence
Script 04 — Most leads go cold because follow-up is either too aggressive or nonexistent. Goal: stay present without being a pest, and always give them a reason to respond — not just a nudge.
📌
The Rule
  • Every follow-up should add value, not just ask "where are you at?"
  • Give them something — a relevant project photo, a useful thought, a resource.
  • Three touches is the minimum before you let a lead go quiet.
  • Always close with a specific question they can actually answer.
⏱️
Touch 1 — 24 Hours After Discovery Call
Thank you + recap email · Always within 24 hrs · Erik or Ben sends
Subject / opener
"Great talking with you today, [Name]. Wanted to follow up with a few things from our conversation and a clear picture of what next steps could look like for your project."
Include: A one-paragraph recap of what they told you (proves you listened), a clear description of next steps, and one relevant project photo or link if appropriate.
⏱️
Touch 2 — 5–7 Days Later (If No Response)
The value-add check-in · Email or text · Erik or Ben
Say / write this
"Hey [Name] — just wanted to check in. I was thinking about your project this week, specifically the [specific element they mentioned]. We actually just wrapped something similar and I thought you might find it interesting to see how we handled [specific challenge]. Happy to share. Also — no rush on anything, just wanted to stay connected."
The goal: re-open the conversation with something genuinely useful, not just a "following up on my last email."
⏱️
Touch 3 — 2–3 Weeks Later (If Still Quiet)
The honest check-in · Short email or text · Erik sends personally
Say this
"Hey [Name] — I don't want to be a bother, so this will be my last reach out for a while. I just want to make sure you have everything you need from us to make a decision when you're ready. If things have changed or timing shifted, no problem at all — just let me know and we can pick this back up whenever makes sense for you."
Why this works: It removes pressure, shows confidence, and often prompts a response from people who were just avoiding because they felt guilty about not replying.
⏱️
Touch 4 — 90 Days+ (Long Dormant Leads)
The soft re-entry · Short email · Erik personally · Add to newsletter list
Say this
"Hey [Name] — it's been a few months since we talked about your project on [street/neighborhood]. I don't know where things landed for you, but we're heading into [season] and starting to look at our schedule for [timeframe]. If your project is still in the picture, I'd love to reconnect. No pressure either way."

Reminder, Not Confirmation: Never say "Just confirming you're still coming" or "Does this still work?" State the next step as a fact. That's the language of someone who expects to move forward.

How We Talk About Bosi
Team Reference — Consistency in language builds trust. These are the principles every team member should internalize — whether they're answering the phone or finishing a project.
✅
What We Always Say
  • "We specialize in historic homes and complex renovations." (Not: "we do everything.")
  • "Our process is designed to protect you from surprises." (Not: "we're different from other contractors.")
  • "We work alongside architects — we're part of the team." (Not: "we do design-build.")
  • "We've been doing this since 1978." (Anchor the legacy — it means something.)
  • "Let me get Erik involved — he'll want to hear this directly." (Always position Erik for the important conversations.)
What We Never Say
  • Never quote a number without context — not even "typically runs around..."
  • Never trash competitors — not even subtly. Let our process do the talking.
  • Never say "I'll have someone call you." Say who will call and when.
  • Never say "we're the best" — prove it through behavior and specifics.
  • Never promise a start date until the PDA is signed and scope is locked.
🎯
Tone We Always Hold
Calm Confidence

We're not eager. We're not desperate. We know what we're doing and we're selective about who we work with. That posture — even on a first call — communicates more than any script.

Educational, Not Salesy

We help clients understand things they didn't know they needed to understand. When they leave a conversation with us smarter than when they started, they trust us.

Specific Over General

"We've done 40+ historic renovations in Oak Park" beats "we have a lot of experience." Always reach for the specific.

Honest Over Polished

If something is hard, say it's hard. If we don't know something, say we'll find out. Clients can smell polish. They trust honesty.

🏗️
For Jeremy & Mike — Field Alignment
You're not in sales — but you're always selling

Every interaction you have with a client on the job site either confirms or undermines what Erik promised them. Here's what that means in practice:

  • When a client asks "how long will this take?" — the answer is never a guess. Say: "Let me check the schedule and get you a real answer."
  • When a client asks about cost — "That's a conversation for Erik, but let me make sure he knows you're asking." Then actually tell Erik.
  • When something unexpected comes up — tell the client before it becomes a surprise: "I want to give you a heads up on something we found today..."
  • Your tone on site should match what we promise in sales: calm, competent, communicative. No chaos, no drama, no venting to the client.
The Bosi Sales Story
A four-layer framework for explaining why a prospect should choose Bosi. Use elements of this at every stage of the sales process — not as a pitch, but woven into natural conversation.
🏗️
Layer 1 — Why Us
Who is Bosi and why does that matter to you?
The story
"Bosi Construction is a second-generation company — we grew up in this work. My family built this business on the belief that the best renovation work comes from people who treat your house like it's their own. We specialize in historic homes and high-performance builds because that's where craftsmanship actually matters. We're not a volume contractor. We take on fewer projects, build longer relationships, and stand behind every job we do."
📐
Layer 2 — Why Our Process
How we work is different — and that difference protects you
The story
"Most contractors skip the hard work upfront. They walk your property, give you a number, and you don't find out how wrong it is until you're halfway through the job. We do the opposite. We start with a Pre-Design Assessment — a paid, structured analysis of your project before a single estimate is floated. That means when you get a proposal from us, it's based on real information, not a contractor's best guess."
🏠
Layer 3 — Why Our Product
What we build is built to last
The story
"We don't cut corners on materials or on trades. The subs we work with have been vetted, and most of them have worked with us for years. When you hire Bosi, you're not getting whoever was available that week — you're getting a team that knows how to build right. Especially on historic homes, where half the surprises are in the walls, that matters more than people realize."
⏰
Layer 4 — Why Now
The case for moving forward
The story
"Construction costs are not going down. Labor is tighter than it's been in years, and lead times on materials aren't getting shorter. The project you're thinking about is going to cost more to do next year than it will to do now — and every month you wait is another month you're not living in the house you want. The risk of waiting is bigger than the risk of moving."
Phone Intake Checklist
For Greg or any non-owner staff when Ben or Erik are unavailable. Check each item as you complete it. Goal: collect info and book the Bosi Viability Call.

Reminder: Your only job is to gather this information and book the Viability Call with Erik. Do not qualify the lead or give any pricing guidance.

🟡
Phase 1 — Opening
First 60 seconds
Answered within 3 rings and greeted professionally
"Thank you for calling Bosi Construction — this is [name]. How can I help you?"
Let them describe their project without interrupting
Listen fully before asking questions
Confirmed this is a residential project
Commercial = politely redirect
🔵
Phase 2 — Project Info
Gather the essentials
Type of project captured
Kitchen / Bath / Addition / Full reno / New build / Historic restoration / Other
General location / address noted
City and neighborhood at minimum
Timeline mentioned
Ask: "Do you have a rough idea of when you'd like to start?"
Owner-occupied or investment property clarified
How they heard about Bosi noted
Referral / Google / Instagram / Past client / Architect / Other
🚦
Phase 3 — Fit Check
Assess before booking
Project is within Bosi's scope
If clearly NOT a fit — use gracious exit script. See Call Scripts tab.
No immediate red flags identified
Red flags: pure handyman, wants to start tomorrow with no planning, adversarial tone
Introduced the Bosi Viability Call
"I'd love to set you up with Erik — he runs a 15–20 minute Viability Call to make sure what you want can happen in the space you have, for a price that makes sense."
📅
Phase 4 — Book the Call
Only after they agree to the Viability Call
Prospect agreed to the Viability Call
If yes → proceed. If no → note objection and tell Erik immediately.
Offered two specific time options
Never say "whenever works for you" — give two choices
Date and time confirmed
Day: ___________   Time: ___________
Zoom / phone preference confirmed
📇
Phase 5 — Collect Contact Info
After booking — never before
Full name collected
Best phone number collected
Email address collected
For Zoom link and calendar invite
Property address collected (if not already noted)
✅
Phase 6 — Close the Call
Stated the appointment as a fact — reminder language
"You're all set for [day] at [time]. You'll get the Zoom link at [email]." — Do NOT say "Does that still work?"
Lead entered into JobTread
Erik notified with call summary
Text or Slack with: name, project type, location, date/time booked, how they heard about us
Calendar invite sent with Zoom link
Never do these
  • Give a price, range, or estimate
  • Transfer the call to Erik live without checking
  • Tell them you can't help them (without gracious exit)
  • Collect contact info before booking
  • Say "I'll have someone call you back" without a specific time
📝
Notes to Pass to Erik
Operations Diagnostic Assessment
A structured process for identifying the highest-priority operational gaps in Bosi Construction. Complete this with Erik before building any new SOPs or systems.

How to use this tool: Start with the Priority Matrix — score each of the 9 operational areas. The highest-scoring areas become your Diagnostic focus. Then move to Findings to define root causes and first workflows to fix. The Roadmap gives you a 90-day implementation sequence.

🗂️
9 Core Operational Functions
#FunctionPhaseCurrent Owner
01Lead Intake & Sales ProcessPre-ConstructionErik / Greg
02PDA & Scope DevelopmentPre-ConstructionErik + Ben
03Estimating & ProposalPre-ConstructionBen
04Project Kickoff & HandoffConversionBen + Erik
05Active Build & PM ExecutionActive BuildBen / PM
06Change Order TrackingActive BuildPM / Ben
07Client CommunicationActive BuildErik / PM
08Client Invoicing & ARCloseoutBen / Admin
09Vendor Payments & CloseoutCloseoutBen / Admin
👥
Session Setup
Date
Attendees
Priority Matrix
Score each function 1–5 across three dimensions. Total out of 15. Areas scoring 10+ are your highest priorities.

Scoring key: 1 = No problem / 5 = Constant chaos  |  Score each: Chaos Level (how often it breaks down), Frequency (how often this function runs), Cost/Impact (how much it costs when it fails)

Function
Chaos (1–5)
Frequency (1–5)
Impact (1–5)
Total
01 — Lead Intake & Sales
—
02 — PDA & Scope Dev
—
03 — Estimating & Proposal
—
04 — Project Kickoff & Handoff
—
05 — Active Build & PM Execution
—
06 — Change Order Tracking
—
07 — Client Communication
—
08 — Client Invoicing & AR
—
09 — Vendor Payments & Closeout
—

Score guide: 13–15 = Critical 9–12 = High Priority 5–8 = Monitor Under 5 = OK

Deep Diagnostics
Work through the highest-scoring areas from the Priority Matrix. Expand each section and answer all 5 questions before moving to the next.
01 — Lead Intake & Sales Process
Not scored
▶
What happens when someone calls and neither Ben nor Erik is available?
How are leads currently tracked after the first call? What falls through the cracks?
What's the average time between a lead calling and Erik connecting with them?
What objections come up most often on the first call, and how are they handled?
What's your close rate from first call to signed PDA right now, and what do you think it should be?
02 — PDA & Scope Development
Not scored
▶
How consistent is the PDA delivery process from one project to the next?
Where does scope development break down most often?
How is scope change during PDA handled? Who communicates it to the client?
What's the typical PDA-to-signed-contract conversion rate?
What would an ideal PDA delivery look like? What's the gap between that and today?
05 — Active Build & PM Execution
Not scored
▶
What's the most common thing that stops a job from running on schedule?
How are daily logs currently completed and reviewed?
When a PM is sick or off a job, how does the next person pick it up?
What decisions are PMs making that they should be able to make independently vs. escalating?
What would a great week on an active job look like? What makes a bad week?
06 — Change Order Tracking
Not scored
▶
What's the current process when a change order is needed? Who initiates, who approves, who communicates?
How often do change orders get delayed — and what causes the delay?
Have you ever done work that turned into a change order but never got billed? What happened?
What's the biggest pain point between field team and office when it comes to change orders?
What would a frictionless change order process look like from discovery to signed approval?
Findings & Action Plan
Based on your diagnostic scores, define the root cause and first action for your top priority areas.
🔴
Priority Area #1
Which area? What score did it get?
Root cause — what's actually driving this breakdown?
Current workaround or band-aid
First workflow to design or fix
🟠
Priority Area #2
Which area? What score did it get?
Root cause
Current workaround
First workflow to design or fix
🟡
Priority Area #3
Which area? What score did it get?
Root cause
Current workaround
First workflow to design or fix
90-Day Implementation Roadmap
Use this as your implementation sequence after completing the diagnostic. One SOP at a time. Tested before the next one starts.
Month 1 — Weeks 1–4
Stabilize the Highest-Priority Breakdown
Select the #1 priority area from your findings
Map the current state (how it works today, gaps included)
Design SOP #1 with Ben and field team input
Run one job through the new process — capture what breaks
Build the JobTread template or checklist to support it
Month 2 — Weeks 5–8
Build Out the Middle Functions
SOP #1 revised after field test — roll out to full team
SOP #2 complete and tested — SOP #3 begun
KPI tracking set up for first two functions
Weekly review: is the team actually following the SOP?
Month 3 — Weeks 9–12
Complete the System & Measure
All top-priority functions have at least a one-page SOP draft
KPIs defined and tracked for priority functions
First scorecard review — where are we vs. minimum standards?
Identify gaps in team capability vs. what the system requires
Operational Blueprint
The 9 core functions of Bosi Construction — mapped across four phases. Each function defines the desired outcome, owners, timeline expectations, quality standards, process steps, KPIs, and handoff.
Phase 1
Pre-Construction
Functions 01–03
→
Phase 2
Conversion
Function 04
→
Phase 3
Active Build
Functions 05–07
→
Phase 4
Closeout
Functions 08–09

Change Order Tracking (06), Client Invoicing (08), and Vendor Payments (09) run in parallel throughout the build — not sequentially. They are active from kickoff through closeout.

01
Lead Intake & Sales Process
Owner: Erik (Viability Call) / Greg (Intake)
Pre-Construction
▶

Desired Outcome: Every qualified lead has a booked Viability Call within 5 minutes of inquiry. No lead sits uncontacted. Erik runs every Viability Call and determines fit before any further resources are invested.

Process Steps
  • Inbound inquiry → Greg or owner answers within 3 rings
  • Open + closed qualifying questions (referral source, project type, location, timeline)
  • Fit check — proceed to booking or gracious exit
  • Introduce Bosi Viability Call (15–20 min Zoom with Erik)
  • Book call; collect contact info after booking
  • Enter lead in JobTread same day; notify Erik immediately
  • Erik runs Viability Call — determines fit, presents PDA path
Quality Standards
  • Sub-5-minute call-back SLA — non-negotiable
  • No price or estimate given on intake call — ever
  • Contact info collected after booking only
  • All leads in JobTread same day, no exceptions
  • Erik notified before end of business, not end of week
  • No live transfer to Erik without checking availability first
Timeline Expectations
  • Inbound call → call-back: < 5 minutes
  • Call-back → Viability Call booked: same call
  • Viability Call → PDA discussion: same Viability Call or within 48 hrs
  • Dormant leads → first rehash: 24–72 hrs
KPIs
  • Avg call-back time (target: < 5 min)
  • % qualified calls → booked Viability Call (target: 80%+)
  • % Viability Calls → PDA discussion (target: 60%+)
  • Lost lead rehash completion rate (target: 100% within 72 hrs)
Handoff To

→ Function 02 (PDA & Scope Development) after Viability Call completed and project confirmed as a fit by Erik

02
PDA & Scope Development
Owner: Erik + Ben
Pre-Construction
▶

Desired Outcome: Client signs PDA agreement and pays fee. Scope is thoroughly documented and signed off. Budget expectations are aligned before a dollar of construction cost is committed.

Process Steps
  • Viability Call → project confirmed as fit by Erik
  • PDA tiers presented (Tier 1 $4k / Tier 2 $7.5k / Tier 3 $10k)
  • PDA agreement signed and fee collected (50% at signing, 50% at delivery)
  • Site walk scheduled with Ben and Erik
  • Scope document drafted — Ben leads, architect collaborates
  • Budget range framed for client
  • Scope review meeting with client and architect
  • Scope document signed off before any estimate is built
Quality Standards
  • No site walk before signed PDA agreement
  • PDA fee collected before visit is scheduled — no exceptions
  • Scope doc signed off by Ben before presenting to client
  • No estimate given until scope is defined and documented
  • Architect coordination plan documented before work begins
  • Architect referral = 25% off PDA fee for client
Timeline Expectations
  • Viability Call → PDA agreement sent: ≤ 48 hrs
  • PDA signed → site walk scheduled: ≤ 5 business days
  • Site walk → scope document draft: ≤ 7 business days
  • Scope draft → client review meeting: ≤ 5 business days
  • Total PDA phase: ≤ 30 days for Tier 1, ≤ 45 days for Tier 2/3
KPIs
  • PDA-to-signed-contract conversion rate (target: 70%+)
  • Avg days from Viability Call to signed PDA (target: ≤ 7 days)
  • Scope revision requests post-PDA (target: < 20%)
  • Client satisfaction score at PDA delivery (track each project)
Handoff To

→ Function 03 (Estimating & Proposal) once scope document is signed off and approved by Ben

03
Estimating & Proposal
Owner: Ben
Pre-Construction
▶

Desired Outcome: A detailed, accurate proposal that aligns with the signed scope — no surprises at contract. PM-driven pricing: Ben owns the numbers, not office/admin. Proposal presented to client by Erik.

Process Steps
  • Scope doc finalized and signed off
  • Sub quotes gathered for all major trades — in writing
  • Materials priced per JobTread cost catalog
  • Estimate built in JobTread by Ben — PM owns the numbers
  • Erik reviews client-facing language and presentation
  • Good/Better/Best pricing tiers built where scope allows
  • Proposal presented to client by Erik (in person when possible)
Quality Standards
  • PM owns the numbers — no admin pricing, ever
  • All sub quotes in writing before proposal finalized
  • Proposal must match scope doc — no scope creep
  • Change order process explained at proposal presentation
  • No "we'll figure it out" allowances — every line item is documented
Timeline Expectations
  • Scope sign-off → estimate started: ≤ 2 business days
  • Sub quotes → assembled estimate: ≤ 5 business days
  • Estimate complete → proposal delivered to client: ≤ 14 days from scope sign-off
  • Proposal delivered → follow-up call: ≤ 24 hrs
KPIs
  • Proposal-to-signed-contract rate (target: 65%+)
  • Estimate accuracy vs. final invoice (target: ±10%)
  • Avg days from PDA sign-off to proposal delivered (target: ≤ 14)
  • % proposals with all sub quotes in writing (target: 100%)
Handoff To

→ Function 04 (Project Kickoff & Handoff) once contract is signed and deposit collected. All pricing lives in JobTread — never in email.

04
Project Kickoff & Handoff
Owner: Ben + Erik
Conversion
▶

Desired Outcome: Signed contract → active job with zero information loss. PM has everything needed to run the job from day one without asking Ben or Erik for missing context.

Kickoff Checklist
  • Contract signed and countersigned
  • Deposit collected per contract terms
  • Job created in JobTread with full scope, budget, and schedule
  • PM assigned and briefed (scope, client history, budget, red flags)
  • Sub schedule drafted — 2 weeks out minimum
  • Client intro call with PM before day 1
  • Site access confirmed
  • Permit pulled (if required)
Quality Standards
  • No work begins without signed contract — ever
  • No sub on site without confirmed schedule in writing
  • PM briefing must include: scope, client history, budget, red flags
  • Client has PM's direct number before day 1
  • All files (scope, budget, plans) in JobTread before kickoff meeting
Timeline Expectations
  • Contract signed → kickoff meeting: ≤ 5 business days
  • Kickoff meeting → sub schedule confirmed: ≤ 3 business days
  • Sub schedule confirmed → work start: per contract
PM Briefing Must Cover
  • Full scope and any scope ambiguities to watch
  • Client personality — communication style, key concerns
  • Budget status and any tight line items
  • Known red flags (material lead times, neighbor issues, etc.)
  • Architect contact and role on this project
Handoff To

→ Function 05 (Active Build) once PM is briefed, job is in JobTread, permit is in hand (if required), and site access is confirmed

05
Active Build & PM Execution
Owner: Ben / PM
Active Build
▶

Desired Outcome: Jobs run on schedule, on budget, with no surprises to the client. Daily logs completed without exception. Issues escalated the same day they're discovered. PMs make decisions within their authority and escalate everything else.

Daily Non-Negotiables
  • Daily log completed in JobTread by EOD — every working day
  • Any scope change flagged as Change Order Log same day
  • Sub schedule confirmed for next 48 hrs
  • Client communication per agreed cadence
  • Photos captured and organized — minimum 3 per day on active sites
Weekly Rhythm
  • Biweekly client touchpoint (summary email or call)
  • Weekly Ben + PM check-in on budget vs. actuals
  • Upcoming work scheduled 2 weeks out minimum
  • Open change orders reviewed — none older than 48 hrs without action
PM Decision Authority
  • PM can decide: sub scheduling, minor material substitutions within spec, daily work sequence
  • Must escalate to Ben: any scope change, any cost variance over $500, client complaints, field conditions that alter scope
  • Must escalate to Erik: client satisfaction issues, relationship concerns, any threat to the job
Timeline Expectations
  • Issue discovered → logged in JobTread: same day
  • Issue discovered → Ben notified: within 4 hours
  • Change order needed → issued to client: within 24 hrs
  • Client question → response: same business day
KPIs

Schedule adherence (% milestones on time)  |  Daily log completion rate (target: 100%)  |  Budget variance at midpoint vs. final  |  Client satisfaction score (biweekly check-in)

06
Change Order Tracking & Processing
Owner: PM / Ben
Active Build
▶

Desired Outcome: No work proceeds without a documented change order. No CO is delayed waiting for final pricing. Client approves in writing before work starts. Zero verbal-only approvals.

3 CO States — Issue All 3
  • Defined Cost — price known → issue immediately
  • Zero-Net-Cost — trade-off, no charge → issue anyway (required for record)
  • Cost TBD — price unknown → issue with "TBD" — never wait for cost
Non-Negotiables
  • No verbal-only approvals — ever
  • No waiting for cost to issue a CO
  • No texting scope changes to client
  • Zero-cost changes still need a CO
  • Client indecision = documented in JobTread same day
  • Any instruction to a sub that differs from plans = CO
CO Process Flow
  • PM identifies change in field → logs in JobTread same day
  • Flagged as CO Log (with cost or TBD)
  • Ben reviews and prices (or confirms TBD)
  • CO issued to client via JobTread
  • Signed CO → work proceeds (never before)
  • Ben logs final cost and closes CO when complete
Timeline Expectations
  • Change discovered → CO logged: same day
  • CO logged → issued to client: ≤ 24 hrs
  • CO issued → client signature: ≤ 48 hrs (follow up if not signed)
  • No work on CO scope until signed — no exceptions
KPIs

% COs issued same day as discovery (target: 90%+)  |  % verbal approvals caught and documented (target: 0 missed)  |  Avg CO approval time (target: < 48 hrs)  |  CO documentation rate: 100%

07
Client Communication
Owner: Erik / PM
Active Build
▶

Desired Outcome: Client hears from Bosi before they have to ask. No surprises. Weekly written updates and biweekly touchpoint calls throughout the active build.

Communication Cadence
  • Day 1: PM intro call before work starts
  • Weekly: Progress summary email (via JobTread or direct)
  • Biweekly: Touchpoint call with Erik or Ben
  • Immediate: Any issue, delay, or change discovered
  • 30-day post-close: Satisfaction check + referral ask
Standards
  • Client hears from Bosi before they have to ask — always
  • No surprises — proactive beats reactive every time
  • All material decisions confirmed in writing before proceeding
  • Photos sent with every weekly update
  • Biweekly call happens even if there's nothing urgent — presence is the deliverable
Timeline Expectations
  • Client question → response: same business day
  • Issue discovered → client notified: before end of day
  • Weekly update → sent: Thursday or Friday
  • Biweekly call → scheduled at kickoff as recurring
KPIs
  • Weekly update completion rate (target: 100%)
  • Biweekly call completion rate (target: 95%+)
  • Client-initiated complaint rate (target: declining)
  • Avg response time to client questions (target: same-day)
08
Client Invoicing & AR
Owner: Ben / Admin
Closeout
▶

Desired Outcome: Every invoice is issued within 24 hours of milestone completion, is accurate to the penny, and is paid within contract terms. No chasing invoices more than 7 days overdue without escalation.

Invoice Triggers
  • Contract milestones hit (per signed contract)
  • Change orders approved and work completed
  • Final walkthrough completed
  • Punch list closed and signed off
Quality Standards
  • Invoice issued within 24 hrs of milestone
  • No final invoice until punch list is signed off
  • All CO costs reconciled before final invoice
  • Net terms per contract — typically net 10–15
  • Every invoice reviewed by Ben before sending
Timeline Expectations
  • Milestone hit → invoice issued: ≤ 24 hrs
  • Invoice sent → payment follow-up if not received: 7 days
  • 7 days overdue → Ben calls client directly
  • 14 days overdue → Erik involved
  • 30+ days overdue → formal collection process
KPIs
  • AR days outstanding (target: < 20 days)
  • % invoices paid on time (target: 90%+)
  • Final invoice accuracy vs. estimate (track variance per job)
  • % invoices issued within 24 hrs of milestone (target: 100%)
09
Vendor Payments & Project Closeout
Owner: Ben / Admin
Closeout
▶

Desired Outcome: Every job closes clean — all subs paid, all lien waivers collected, final invoice paid, client satisfied and positioned to refer. Warranty delivered in writing.

Closeout Checklist
  • Final walkthrough completed with client
  • Punch list created, assigned, completed
  • Punch list signed off by client
  • All sub invoices received, reviewed, and approved
  • Lien waivers collected from all subs — 100%, no exceptions
  • Final client invoice issued and collected
  • All vendor invoices paid within terms
  • JobTread job closed with all final costs logged
  • Warranty documentation delivered to client in writing
Warranty Standards
  • 1-year workmanship warranty (standard on all projects)
  • Warranty scope documented at closeout — in writing
  • 30-day follow-up call scheduled at closeout
  • 1-year follow-up call scheduled at closeout
  • Referral ask made at 30-day touchpoint
Timeline Expectations
  • Final walkthrough → punch list created: same day
  • Punch list created → completed: ≤ 10 business days
  • Punch list completed → final invoice: ≤ 24 hrs
  • Final invoice paid → job closed in JobTread: ≤ 3 business days
  • Job closed → 30-day follow-up scheduled: at time of close
KPIs & Referral Ask
  • Days from final walkthrough to job closed (target: ≤ 14)
  • % subs paid within terms (target: 95%+)
  • Lien waiver collection rate (target: 100%)
  • Client referral rate (track per year)
Referral Ask Script
"We really enjoyed working on this project with you. The best way we grow is through referrals — if you know anyone thinking about a renovation, we'd love an introduction."