OVERVIEW
The Comfort Advisor and Inside Sales function as one sales team with clearly defined roles. Every lead that comes into GES – whether from a tech flip, an inbound call, a referral, or a marketing source – is a shared responsibility from first contact through closed job. The CA runs the appointment and builds the relationship in person. Inside sales supports the pipeline in the background and steps in to close when the CA has not converted the lead within 48 hours of the appointment. Both are accountable for what closes.
Inside sales supports the pipeline from day one as part of their core role. Commission eligibility is defined separately in the Compensation Plan and applies when ISR actively contributes to closing a job.
HOW THE PIPELINE IS SHARED
The CA owns the in-person relationship and is expected to close on the first visit whenever possible. Inside sales supports the pipeline in the background and steps in to close when the CA has not converted the lead within 48 hours of the appointment.
The decision about who reaches out is made based on what the customer needs and where the lead stands. A customer who bonded with the CA on the first visit and is ready to ask one last question before signing needs to hear from the CA. A customer who has gone quiet after receiving the estimate and needs a nudge after 48 hours needs to hear from inside sales.
TECH FLIPS
When a service technician identifies a system opportunity and refers it to the CA, that lead becomes active in the shared pipeline immediately. The CA is responsible for following up within 24 hours and running the appointment. The CA is expected to close tech flips on the first visit – these are the highest-converting leads in the business. Inside sales supports the follow-up process and may step in after the 48-hour period if the CA has not closed.
FOLLOW-UP
GES runs an automated follow-up sequence – reminders go to the CA at 24 and 48 hours after every appointment, and automated messages go to the customer after the estimate is sent. Inside sales must make personal contact within 24 hours of estimate delivery – at minimum to answer any questions the customer has and gather any outstanding concerns for the CA to address.
ISR involvement in the closing process is recognized in the commission structure after the 48-hour period has passed – giving the CA full opportunity to close independently before ISR commission eligibility begins.
When a customer reaches out directly to the CA after the estimate has been sent, the CA responds and updates the Workiz record so inside sales knows where the conversation stands. Nothing falls through. If a lead has gone quiet and neither role has touched it in 48 hours, that is a problem – not a gray area about whose responsibility it is.
COMMUNICATION & PIPELINE ALIGNMENT
The weekly pipeline review is the formal alignment point for both roles. Every active lead is reviewed – where it stands, what the customer’s last response was, what the next move is, and who is making it. The review is not a status update meeting. It is a strategy session for every open opportunity.
Between reviews, Workiz is the system of record. Every customer interaction, follow-up attempt, and status change must be documented in Workiz in real time. In-person communication between the CA and inside sales should be ongoing – quick conversations about active leads, changes in customer sentiment, or anything that needs an immediate response do not wait for the weekly review.
WORKIZ – SHARED DOCUMENTATION STANDARD
Both roles are responsible for maintaining accurate Workiz records on every lead they touch. The standard is the same regardless of which role created the record.
- All customer interactions documented with date, outcome, and next step
- Estimate status kept current – sent, opened, follow-up needed, verbal yes, signed
- Any change in customer sentiment or circumstances noted immediately
- No lead left without a documented next action
A Workiz record that is current and complete means both roles can pick up exactly where the other left off without a conversation. A record that is out of date means opportunities get missed and customers feel like they are dealing with a disorganized company.
CLOSING
When a lead is ready to close, whoever is best positioned to close it makes the move – whoever the customer is most comfortable with, whoever has the most recent conversation with them, and whoever can respond fastest. The goal is a closed job – not credit for the close. Commission is handled separately in the Compensation Plan.
PROGRAM ADJUSTMENTS
Gold Eagle Services reserves the right to audit, review, and adjust any calculation at any time if an error, discrepancy, or misclassification of scope is identified. Gold Eagle Services reserves the right to modify compensation terms prospectively with written advance notice to affected employees. Any modifications will be communicated in writing before taking effect.