Gutters OK | Senior Lead Installer Playbook
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GuttersOK Field Leadership · Effective July 2026

Senior Lead Installer Playbook

Core responsibilities, job controls, documentation standards, and customer handoff requirements. This is a field leadership position — not simply the most experienced installer on the truck.

Own the job. Lead the crew. Protect the customer. Communicate early.

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1. The Standard 2. Core Responsibilities 3. PJC 4. In-Progress Job Control 5. Photo & Documentation 6. JCC 7. CSC 8. PM Communication 9. Accountability 10. Acknowledgment
1

The Senior Lead Standard

This is a field leadership position — not simply the most experienced installer on the truck. The Senior Lead is accountable for the crew's preparation, workmanship, pace, safety, property protection, documentation, customer experience, and communication.

Non-Negotiable Ownership

  • Complete the Pre-Job Checklist (PJC) before installation begins.
  • Complete the Job Completion Checklist (JCC) before the crew leaves.
  • Complete the Customer Satisfaction Checklist (CSC) with the customer whenever the customer is available.
  • Capture clear, prominent, useful photos before, during, and after the work.
  • Document conditions, changes, problems, approvals, and final results thoroughly.
  • Over-communicate with the Production Manager — early, clearly, and with photos.
  • Never hide, minimize, postpone, or quietly work around a problem that could affect quality, cost, schedule, safety, or customer satisfaction.

The Completion Rule

Not Filled In Yet

This box was left blank in the source document. Stone still needs to define what "The Completion Rule" actually says.

Chain Of Communication

Not Filled In Yet

This table was left blank in the source document — likely meant to map who talks to who, in what order. Stone still needs to fill this in.

2

Core Responsibilities

Daily Leadership Rhythm

  1. Before leaving the shop: verify schedule, scope, materials, tools, fuel, crew, and special instructions.
  2. At arrival: park professionally, introduce the crew, walk the property, complete PJC, and notify the Production Manager that work is starting.
  3. During work: supervise quality and safety, photograph critical stages, manage changes, and send updates when conditions change.
  4. Before cleanup: perform a complete workmanship inspection and build the punch list.
  5. Before departure: complete JCC, customer walkthrough and CSC, upload documentation, and send the final closeout.

Authority To Stop Work

The Senior Lead is expected to stop or pause affected work when any of the following is present:

  • Unsafe conditions or weather that makes the work unsafe.
  • Wrong color, size, material, profile, or incomplete material loadout.
  • Scope does not match the structure or customer expectation.
  • Rot, structural damage, concealed damage, electrical hazards, or unsuitable attachment surface.
  • Customer requests work outside the approved scope.
  • A mistake or damage occurs that must be corrected or reported.
3

PJC — Pre-Job Checklist

Job & Scope Verification

  • Confirm customer name, address, work order, approved scope, and crew assignment.
  • Review measurements, gutter profile/size, color, downspout size/color, accessories, removal items, and special details.
  • Confirm all required materials, tools, ladders, equipment, sealants, fasteners, and safety supplies are present.
  • Compare the work order to actual field conditions; identify discrepancies before starting.

Property & Customer Readiness

  • Introduce yourself as Senior Lead and explain the work plan and expected timing.
  • Confirm vehicle placement, gate access, pets, electrical outlets, water access, and customer concerns.
  • Document existing damage and vulnerable areas with wide and close-up photos.
  • Move or ask customer to move vehicles, furniture, decorations, or other items at risk.
  • Protect landscaping, siding, roofing, windows, concrete, HVAC equipment, and work areas.

Safety & Installation Plan

  • Identify power lines, steep or unstable access, traffic, weather, soft ground, and other hazards.
  • Confirm ladder placement, fall protection/PPE needs, tool staging, and safe work zones.
  • Assign crew roles and review the job sequence, quality details, and known risks.
  • Send start confirmation and any concerns to the Production Manager.
Open The Live PJC Survey →
4

In-Progress Job Control

The Senior Lead Must Continuously Inspect

  • Gutter pitch and drainage direction before final fastening.
  • Hanger/fastener type, spacing, embedment, and secure attachment.
  • Seams, miters, end caps, outlets, sealant application, and water-tightness.
  • Downspout alignment, straps, elbows, clearance, discharge location, and appearance.
  • Consistency of reveal, straightness, transitions, corners, and finished presentation.
  • Crew tool use, ladder setup, property protection, debris control, and professional conduct.

Required Communication Triggers

Not Filled In Yet

This table was left blank — likely the list of specific situations that require a call to the Production Manager mid-job. Stone still needs to define these.

Communication Format: CLEAR

CCondition: What is happening?
LLocation: Where on the property/job is it?
EEvidence: Attach clear photos, measurements, or customer wording.
AAction: What did you stop, secure, or complete?
RRequest: What decision, approval, material, or support is needed?
Not Filled In Yet

There was one more blank box directly under this framework in the source doc — possibly meant for a worked example. Stone still needs to fill this in.

5

Photo & Documentation Standard

Minimum Photo Sequence

Not Filled In Yet

This table was left blank — likely the required shot list (before/during/after, by elevation). Stone still needs to define this.

Prominent Photo Rules

  • Use landscape orientation for elevation and finished-work photos whenever practical.
  • Stand far enough back to show context; move close enough to show workmanship details.
  • Keep the image level, well lit, unobstructed, and in focus.
  • Take finished photos from clean, flattering angles that show straight lines and professional appearance.
  • Do not rely on one distant photo, blurry photos, screenshots, or repeated photos that show nothing new.
  • Photograph every side and every meaningful detail — not only the easiest area to reach.
  • Add captions/notes identifying location, condition, action taken, and remaining decision when the image is not self-explanatory.

Documentation Must State

  • What was found.
  • Where it was found.
  • What work was completed.
  • What changed from the original scope and who approved it.
  • What remains unresolved, if anything.
  • What the customer said or requested — use factual wording, not assumptions.
  • When the Production Manager was notified and what direction was received.
6

JCC — Job Completion Checklist

Workmanship Inspection

  • Walk every installed elevation and inspect straightness, pitch, fastening, seams, miters, end caps, outlets, downspouts, straps, elbows, and discharge.
  • Complete a water/drainage test when appropriate and correct standing water, leaks, or poor flow.
  • Verify all approved scope items and punch-list items are complete.
  • Confirm no tools, screws, sharp metal, sealant, marks, damage, or unfinished work remain.

Property & Cleanup

  • Remove all debris, scrap, old material, packaging, and fasteners from roof, yard, driveway, and work zones.
  • Return moved items and leave gates, doors, landscaping, and access areas secure.
  • Inspect for accidental damage and report anything found before departure.
  • Take final cleanup and prominent finished-work photos from every elevation.

Closeout Documentation

  • Upload complete before/during/after photo set in correct project.
  • Write final notes: work performed, field changes, issues, approvals, and remaining needs.
  • Confirm PJC and JCC are complete.
  • Conduct customer walkthrough and complete CSC when customer is available.
  • Send final closeout message to the Production Manager before leaving.
Open The Live JCC Survey →
7

CSC — Customer Satisfaction Checklist

Customer Walkthrough

  • Notify the customer that installation is complete and ask them to walk the property with you.
  • Show the completed system, downspout locations/discharge, special details, and any approved changes.
  • Explain any relevant care, drainage, maintenance, or follow-up information without making unauthorized warranty promises.
  • Ask: "Does the completed work meet your expectations?"
  • Ask: "Is there anything you want us to look at before we leave?"

Satisfaction & Concerns

  • Record the customer's response accurately.
  • Address simple punch items immediately when within scope and safe to do so.
  • Do not argue, become defensive, blame another employee, or promise unauthorized discounts or repairs.
  • Photograph and document every concern; notify the Production Manager before leaving.
  • If the customer is not available, document the attempt and notify the Production Manager.

Final Handoff

  • Confirm the work area is clean and access points are secure.
  • Explain who will follow up regarding any unresolved concern.
  • Thank the customer for choosing GuttersOK.
  • Send CSC result and any follow-up needs with the closeout package.
Open The Live CSC Survey →

Customer Concern Response

  1. Listen fully without interrupting.
  2. Repeat the concern back to confirm understanding.
  3. Acknowledge the concern without assigning blame or admitting unverified fault.
  4. Photograph and document the exact location and requested outcome.
  5. Contact the Production Manager and confirm the next step with the customer.
8

Production Manager Communication

Required Touchpoints

Not Filled In Yet

This table was left blank — likely the specific moments in a job that require a check-in with the Production Manager. Stone still needs to define these.

Example: Strong Escalation

Not Filled In Yet

This box was left blank — likely meant to show a real worked example of a CLEAR-format escalation message. Stone still needs to write this.

Weak Communication To Avoid

  • "There's a problem. Call me."
  • Waiting until the end of the day to report a known problem.
  • Sending photos with no location, explanation, or requested decision.
  • Assuming silence means approval.
  • Telling the customer production or the office made a mistake.
  • Leaving without confirming who owns the next action.

Escalation Priority

Not Filled In Yet

This table was left blank — likely a priority ranking of issue types and how fast each needs a response. Stone still needs to define this.

9

Accountability & Performance

Senior Lead performance is measured by the consistency of the entire job — not only installation speed. Repeated missing documentation, late escalation, preventable callbacks, poor customer handoffs, or incomplete checklists are leadership failures even when the physical installation appears acceptable.

Not Filled In Yet

A large table appears here in the source document, directly under the intro paragraph — likely the specific metrics Senior Lead performance is measured against. Stone still needs to define these.

Leadership Consequences

  • Coaching and documented correction for first-time or minor misses.
  • Retraining and increased field review for repeated checklist, photo, communication, or quality failures.
  • Loss of Senior Lead assignment when ownership and standards are not consistently demonstrated.
  • Expanded responsibility, trust, leadership opportunity, and advancement for consistent execution.

Senior Lead Commitment

Not Filled In Yet

This box was left blank in the source document. Stone still needs to define what goes here.

10

Acknowledgment

I acknowledge that I have received and reviewed the GuttersOK Senior Lead Installer Playbook. I understand the standards of the position and agree to complete the PJC, JCC, and CSC; capture and upload required photographs; document jobs thoroughly; communicate early and often with the Production Manager; and lead my crew to GuttersOK standards.

Field Reminder

Not Filled In Yet

This box was left blank in the source document. Stone still needs to define what the closing field reminder says.

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