Heavenly Greens · Costco Lead Workflow — Master Flow

From CENTAH notification → appointment → sale/no-sale → installation → certificate submission

CENTAH / Costco Automation (AGM · SF · Modal) HG Team (human) Member (customer)
Live Not Yet Built Project Won Project Lost
CENTAH / Costco
Automation
HG Team
Member
Phase 1 · Lead Origin Live
Member submits turf request
Costco member requests an artificial turf consultation via Costco.com or in-store kiosk.
CENTAH receives & routes
Lead assigned to Heavenly Greens. Email sent to costco@heavenlygreens.com with Member Info + Order Info.
Email notification delivered
Subject: [Centah] New Artificial Turf Lead Notification (ID)
Contains: name, address, phone, email, warehouse, distance.
Modal poller fires
M365 Graph API polled every 5 minutes. Reads costco@heavenlygreens.com mailbox (read + unread, last 7 days).
Email parsed + filtered
Subject line filter: lead notification. Skips: notes, snapshots, other.
Extracts: CENTAH ID, all member fields.
Dedup check
Email search in AGM → if duplicate, skip. SF duplicate rules checked on creation. Safe to rerun — idempotent.
Member awaits contact
No action required. Member expects to be contacted by Heavenly Greens to schedule a consultation.
Phase 2 · System Creation Live — Pillars 1 & 2
AGM contact created
Tags: costco-leadcentahcentah-{id}
Source: Costco · Full address & contact fields mapped.
Salesforce lead created
LeadSource: Costco. Company: "Costco Referral". Description includes CENTAH ID, warehouse, service, distance.
Phase 3 · Speed-to-Lead Outreach Manual — Live · Automation Not Yet Built
Internal notification fires
AGM workflow triggered by costco-lead tag. Sales rep alerted via SMS + email immediately.
T+0 min — SMS to member
Costco-specific intro text. Acknowledge inquiry, introduce Heavenly Greens as Costco's authorized Shaw Turf partner.
T+10 min — Email to member
HG overview, Shaw Turf project gallery, next steps. Branded HTML template.
Call center calls member
Target: < 5 minutes from lead creation. Script: "Heavenly Greens, Costco's authorized Shaw Turf installation partner." Move to scheduling in 60–90 seconds.
If voicemail
"Hi [Name], this is [Agent] with Heavenly Greens, Costco's authorized Shaw Turf partner… call/text 844-247-7215." Short. Costco first.
Member receives SMS + email
First touchpoint from HG. May also receive a call from the call center.
NO — No response
Member responds or answers call?
YES — Engaged
Phase 4 · Automated Follow-Up (No Response Path) Pillar 6 — Not Yet Built
T+24h SMS nudge — "Still interested in that Costco turf estimate?"
T+48h Email — testimonials, social proof, free estimate CTA
T+72h Voice AI call — qualify, answer questions, attempt booking
T+5–7d Final SMS — soft close, leave door open
CENTAH: follow-up log
All contact attempts logged in CENTAH immediately. Notes mirrored to AGM contact record.
Day 25 — alert HG Costco staff
If no response after 25 days, HG Costco staff notified to review.
Day 30 — cancel in CENTAH
Cancel lead in CENTAH with documented justification. Mark Lost in AGM & SF.
No response
Member not engaging. Sequence continues until day 30.
✕ Ghost — No Response

Cancelled in CENTAH day 30.
Closed Lost in SF + AGM.

Phase 5 · Appointment Scheduling (Engaged Path) Live
CENTAH: quote same day
Rep must quote the lead in CENTAH on the day of contact — even if no sale. Red flag if skipped.
AGM booking automations
On appointment creation:
Immediate email confirmation 5-min SMS confirmation 24h reminder 1h reminder 30-min post-appt prompt to rep
Call center books appointment in AGM
Calendar: HG Estimate. Duration: 120 min. Buffer: 30 min each side.
Title: Sales Pres | Full Name | City
Confirm address is in contact profile first.
Member confirms appointment
Receives email + SMS confirmation. Re-anchors to Shaw Turf / Costco program in confirmation text.
Phase 6 · Appointment Run Live
Update home construction date
Required in CENTAH: record whether home is pre or post-1978.
30-min post-start trigger
AGM workflow fires 30 minutes after appointment start time. Prompts rep to complete the Appointment Ran process via email + SMS.
Rep runs the appointment
Present Shaw Turf samples (Costco-approved only). Measure, review layout, qualify. Never offer non-Costco product line.
Explain right to cancel: 3 or 5 days + waiver option.
Member reviews Shaw options
In-home consultation. Sees samples, gets measurements reviewed, receives quote.
NO — No Sale
Sale at appointment?
YES — Sale
Phase 7A · No-Sale Follow-Up Cadence Live (manual rep process)
CENTAH: quote same day
Quote the lead in CENTAH same day as appointment — mandatory even on no-sale.
Log all contact attempts
Every outreach attempt logged in CENTAH immediately. Dated notes + initials on proposal.
Day 30 — cancel lead
Cancel in CENTAH with documented justification after 30 days no response.
AGM follow-up tasks created
Task assigned to rep in AGM with follow-up timeline. Notes from CENTAH mirrored to AGM contact record.
Day 8 Rep follow-up call or contact attempt
Day 16 Rep follow-up call or contact attempt
Day 25 Final attempt. Notify HG Costco staff if still no response.
Day 30 Cancel in CENTAH. Mark Lost in AGM & SF.
✕ No Sale — Closed Lost

CENTAH cancelled · SF Closed Lost
AGM pipeline updated

Member considering
Receives follow-up outreach at 8, 16, and 25-day marks.
Phase 7B · Sale — Contract & Payment Live
Quote + sell in CENTAH
Rep quotes AND sells in CENTAH. Set installation date ~90 days out. Same-day requirement.
Costco Contract Form submitted
Rep submits form in AGM (via Contact, Conversation, or Appt Ran prompt). Data saves to contact profile.
Specs + warranties sent instantly
On form submit: Costco specs and product warranties sent to member via email + SMS. Member initials receipt only.
Draft contract generated
"Costco Job Contract - Template" → rename to "Costco Job Contract - Job Name". Rep reviews all fields + Work Order (p.12).
Rep reviews & sends contract
Confirm: 2 recipients only (member + rep). Signing order ON — member signs first. Check p.4 (Costco card) and p.6 (Over-65) checkboxes.
Rep signs after member
HG rep signs as Heavenly Greens representative. Confirm completed doc received with all fields filled.
Payment collected
Via member portal OR call Eric/Tim.
Check rules: Payable to Costco. Member = account holder. No defaced checks. ACH authorization form required.
Member initials specs receipt
Checks email or phone. Initials that they received Costco specs + warranties. Then reviews full contract.
Member signs contract
Electronic signature via email link or in-person link on device. Signs before rep.
Member provides payment
ACH check (payable to Costco) or portal payment. ACH authorization form signed.
Phase 8 · Installation Live (automated pipeline triggers)
Submit Costco contract
Costco contract submitted to Costco within 1 day of job completion.
Certificates into CENTAH
Start of Work + Completion certificates into CENTAH system within 1 day of completion. Hard SLA.
Job Authorization sent
Triggered automatically when job is scheduled in the Installation Pipeline in AGM. No manual send required.
Job Completed cert sent
Triggered automatically when installation marked "Total Installed" in the Lead Flow Pipeline in AGM.
Crew schedules job
Job added to Installation Pipeline in AGM. Triggers Job Authorization automatically.
Installation completed
Crew completes turf install.
Mark "Total Installed" in AGM
Crew or PM marks job as Total Installed in Lead Flow Pipeline. Triggers completion certificate.
Submit contract + certs to Costco
Costco contract + both certificates submitted within 1 day. Costco rejects non-compliant submissions.
Member receives Job Authorization
Automated. Confirms work is about to begin.
Installation day
Crew arrives. Turf installed.
Member receives completion cert
Automated. Confirms job is complete. Final record.
✓ Project Won

Contract signed · Payment collected · Job installed
Completion cert in CENTAH · SF Opportunity Closed Won
AGM pipeline updated

HG Costco Workflow — Master Flow · Phase 1 reference document · Generated March 2026

Phase 2 · Audience-Specific Output Documents Draft

Three print-ready reference materials — one per role. Each document is scoped to what that audience needs to do their job, nothing more. The master flow (Phase 1) is the source of truth; these are the field-usable extracts.

Call Center · Laminated Quick-Reference Card

Inbound Lead → Appointment Booked

One-page, two-sided. Lives next to the phone. Every script, every objection, every rule — at a glance.

  • 1
    Opening Script
    "Hi [Name], this is [Rep] with Heavenly Greens, Costco's authorized installation partner for the Shaw Turf program…"
  • 2
    Re-Anchor + Position the Visit
    Costco program · Shaw Turf only · samples + measurements + quote on the visit
  • 3
    Move to Scheduling (<90 sec)
    Two time options only. Confirm date, log in AGM as "HG Estimate." Title: Sales Pres | Name | City
  • 4
    Objection Handling
    "I thought I was dealing with Costco" · "Will you bring other options?" · "Just gathering info"
  • 5
    Voicemail Script
    Call/text 844-247-7215 · authorized Shaw Turf partner · free consultation · clear CTA
  • 6
    Confirmation Text (send immediately)
    Date/time confirmed · Shaw Turf samples + measurements · professional tone
  • 7
    Non-Negotiable Rules
    Always: "Costco's authorized Shaw Turf partner." Never: "full line," "other options," "we can show you everything."
  • 8
    CENTAH Log Obligation
    Log all contact attempts in CENTAH immediately. Speed-to-lead target: <5 min from notification.
Sales Rep · Field Binder (Tabbed, Print-Ready PDF)

Appointment Day → Contract Signed

Multi-tab binder the rep carries into every Costco appointment. Covers the full in-home visit, contract flow, and day-of obligations.

  • A
    Pre-Appointment Checklist
    Confirm AGM appointment is booked · Shaw Turf samples loaded · CENTAH record open on device
  • B
    Costco Program Rules — At a Glance
    Shaw Turf samples only. Costco member pricing. Never show the full HG line. Program positioning language.
  • C
    Appointment Run Process
    Presentation flow · Costco-approved sample walkthrough · measurements · layout review · quote on the spot
  • D
    CENTAH Obligations (same day)
    Quote in CENTAH same day — mandatory even on no-sale. Update pre/post 1978 construction date. Home construction field must be correct.
  • E
    Contract Flow (if sale)
    Submit form in AGM → specs/warranties fire to member → member initials receipt → review draft → member signs first → rep signs second
  • F
    Right to Cancel (verbal obligation)
    Explain 3-day or 5-day right to cancel + waiver option clearly. Enter cancellation date correctly in contract. Over-65 buyer checkbox (page 6).
  • G
    Payment Rules
    Checks payable to Costco. Member must be account holder. No defaced checks. ACH authorization form required. Coordinate with Eric or Tim.
  • H
    No-Sale Process
    Quote in CENTAH same day. Follow-up cadence: Day 8 · Day 16 · Day 25 calls. Day 30: cancel in CENTAH if no response.
Installation Dept · Office Checklist (Not Field Crew)

Contract Won → Costco Submission

Checklist for office staff managing the installation pipeline. Triggers the automation — nothing happens without these steps.

  • 1
    Schedule Job in Installation Pipeline (AGM)
    Triggers Job Authorization document automatically. Member receives it. Do not send manually — AGM handles it.
  • 2
    Coordinate Install Date (~90 days out)
    Typical install window. Confirm with field crew. Update AGM record with confirmed date.
  • 3
    Mark "Total Installed" in Lead Flow Pipeline (AGM)
    Triggers Completion Certificate automatically. Member receives it. This is the handoff signal.
  • 4
    Submit to Costco within 1 Day of Completion
    Package: Costco contract + Job Authorization + Completion Certificate. Costco rejects late or incomplete submissions.
  • 5
    Hard Rules — Costco Will Reject If Violated
    Checks payable to Costco · member = account holder · no defaced checks · ACH form submitted with contract · 1-day submission deadline after completion
  • 6
    ⚠ Items Not Yet Automated
    Internal notifications to install team (Pillar 5). Member SMS/email drip post-contract (Pillar 6). Currently handled manually — watch for updates.
What's next for Phase 2: Once the master flow diagram is finalized in Phase 1, each of these three outputs will be built as standalone print-ready documents — the call center card as a one-page PDF (laminate-ready), the sales rep material as a tabbed binder PDF, and the installation checklist as a single printed page. The content above is the structural plan; formatting and layout TBD.

Phase 3 · CRM Pipeline Design

The 10-stage AGM lead flow pipeline. Each stage maps to a CRM status, Salesforce sync behavior, and — where applicable — an automated document signing workflow. Applies to all HG contacts; stages marked Costco Only are specific to the Costco program.

AGM Pipeline Stages · Salesforce Sync
1
Lead
New contact record created in Salesforce.
2
Appointment Booked
Status updated in Salesforce for appointment booked.
3
Appointment Ran
Status updated in Salesforce for appointment ran (if applicable).
4
Proposal / Contract Out Costco Only
Status updated in Salesforce. Document A (Sales Contract) sent to member — Document Signature Alert monitoring begins.
5
Proposal / Contract Approved Costco Only
Status updated in Salesforce. Document A signed — alert monitoring stops.
6
Deposit Invoice Sent Costco Only
Status updated in Salesforce.
7
Deposit Received Costco Only
Status updated in Salesforce.
8
Installation Started
No Salesforce change. Document B (Start of Work Contract) sent — Document Signature Alert monitoring begins.
9
Total Installed
No Salesforce change. Document C (Completion of Work Contract) sent — Document Signature Alert monitoring begins.
10
Total Collected · Paid in Full
No Salesforce change. Project complete.
Document Signature Alert · AGM Pro Tools Automation

Unsigned Document Follow-Up

When any of the three documents goes unsigned, an automated reminder sequence fires to the contact. If still unsigned after the full sequence, the assigned sales rep is escalated via SMS + email. Each document runs its own independent loop.

  • A
    Sales Contract — Stage 4
    Sent at Proposal/Contract Out. Signed = moves to Proposal/Contract Approved.
  • B
    Start of Work Contract — Stage 8
    Sent at Installation Started.
  • C
    Completion of Work Contract — Stage 9
    Sent at Total Installed.
  • →
    Reminder Cadence (same for all three)
    T+1h → Reminder 1 (SMS + email to contact) · Next morning 8 AM → Reminder 2 · Same day 4 PM → Reminder 3 · Following morning 8 AM → Escalate to assigned sales rep (SMS + email). Reminders 2 and 3 are time-of-day aware — no sends outside business hours.
  • ✉
    Message Copy
    "Please review and sign your document for your installation: [link]" — same copy for all reminders and all three documents.
  • ⬡
    State Tracking — Google Sheet "Document Watchdog"
    One row per document per job. Columns: Contact ID · Document Type (A/B/C) · Document ID · Sent At · Reminder 1–3 Sent At · Escalated At · Status (watching / reminded / escalated / signed) · Assigned Rep (name + email + phone).
  • ⚙
    Implementation Status
    Designed. Directive (directives/document_signature_alert.md) and execution script not yet written. Cron: every 5 minutes.
Open questions for Tim (Salesforce): (1) Is the "Customer Document" the Quote object or a different object? (2) What does "contract approved" look like in SF — status field or approval process? (3) When a job is scheduled — field on Quote or separate Job/Work Order object? (4) What field/status change is the return signal from SF back to AGM (e.g. Total Installed → triggers what)?