Gemstar Auto Detailing

Our Mission

Gemstar Auto Detailing exists to deliver world-class vehicle care while building a business our team is proud of. Every vehicle we touch is someone's investment. Every client interaction shapes our reputation. We don't cut corners — on the car or in how we treat people.

What We Expect From Everyone

• Show up on time, in uniform, ready to work
• Treat every client like a VIP — first time or fiftieth
• Log everything in the system — no memory games
• Communicate problems immediately, not after the fact
• Take pride in your work — your name is attached to it
• Represent Gemstar professionally at all times (online and off)

How We Grow Together

Your performance is tracked transparently. Top performers get more hours, bigger territories, higher commission tiers, and first shot at leadership roles as we expand. This is a meritocracy — the effort you put in directly determines what you take home and where you go.

Role Overview

Detailers are the backbone of Gemstar. You perform the physical work that earns every dollar of revenue. Your quality, speed, and consistency directly determine client satisfaction, repeat business, and Gemstar's reputation. The Lead Detailer assigns jobs and QCs your work — treat their feedback as coaching, not criticism.

Daily Pre-Shift Checklist

• Arrive 10 min before first appointment — uniform on, ready to work
• Review your job list with Lead Detailer (vehicle, service, client notes)
• Confirm all chemicals, tools, and equipment are stocked and functioning
• Check vehicle condition before touching it — note existing damage to Lead Detailer
• Take before photos of every vehicle (mandatory)

During the Job

• Review the job card — confirm service type, any client notes or special instructions
• Pre-rinse and pre-treat the vehicle
• Work in sections — hood, roof, doors, rear, wheels — don't skip steps
• Interior: vacuum first, then surfaces, then glass, then final vacuum
• Ceramic / protection coatings: notify Lead Detailer before applying — these require approval
• If you find damage (scratch, chip, crack) — stop and get Lead Detailer before proceeding
• Take after photos when complete — upload to GHL job record
• Final walk-around: check for missed spots, water streaks, product residue

Post-Job

• Clean your workspace and equipment before leaving bay
• Mark job complete in the system — do not wait for Lead to do it
• Report any chemical or supply shortage to Lead Detailer immediately
• Never hand keys to client directly — Lead Detailer handles delivery

Quality Standards

• No water spots on glass or paint on delivery
• No product residue in door jambs, trim, or vents
• Wheels cleaned to bare metal — no brake dust
• Interior: no missed crumbs, no streaks on glass, no scent of chemicals
• Swirl marks from machine work must be corrected before delivery

Key Performance Indicators

Role Overview

The Lead Detailer owns the client experience from the moment they arrive to the moment they leave. You are the face of Gemstar on the shop floor. You assign work, enforce quality, handle escalations, and capture upsell revenue that the detailer team cannot. This role requires technical mastery plus client communication skills.

Morning Open Checklist

• Review today's appointments in GHL — confirm names, services, notes, arrival times
• Assign each job to a detailer based on skill level and service type
• Brief the team — who has what, any special vehicles or requests
• Confirm chemical stock levels — flag shortages to Ops Manager
• Ensure bays are prepped and equipment is operational
• Set up intake area — clean, organized, no clutter clients will see

Client Intake SOP

• Greet client by name when they arrive — you know who's coming
• Walk around vehicle together before taking keys — narrate what you see
• Document any pre-existing damage in GHL notes immediately (protects us)
• Confirm service booked, set realistic time expectation
• Identify upsell opportunity during walkthrough (see Upsell SOP below)
• Take keys, hand client to waiting area or arrange pickup call

Upsell at Intake — SOP

The intake walkthrough is the highest-converting upsell moment. Client is present, vehicle is in front of them, and trust is being established.

• During walkthrough, call out what you see naturally — don't pitch, observe
• Identify one or two genuine add-ons based on actual vehicle condition
• Frame as a question, not a sale — "do you want us to handle that while it's here?"
• If yes: update GHL job record immediately with added service + price
• If no: note in GHL for post-service follow-up or future visit

Quality Control Checklist

Before any vehicle goes to client delivery:

• Full exterior walk — no missed panels, no water spots, no streaks
• Glass: driver, passenger, rear, all windows — squeaky clean
• Wheels and wheel wells — no brake dust, no residue
• Interior (if serviced): vacuum complete, no streaks on surfaces, pleasant scent
• Door jambs wiped — one of the most commonly missed spots
• No product residue under trim, in vents, on plastic
• After photos taken by detailer and uploaded — verify before delivery
• If anything fails QC: send back before the client sees it, not after

Vehicle Delivery SOP

• Call or text client when vehicle is ready (10 min before)
• Walk the vehicle with client at delivery — point out the work done
• Mention 1–2 specific things: "we got the water spots off the glass, paint has a great depth to it now"
• Collect payment if not already processed
• Hand keys and thank them by name
• Log job status as "Complete" in GHL immediately

Key Performance Indicators

Role Overview

D2D Reps generate new residential bookings by knocking doors in assigned territories. This is a numbers game: more doors = more quotes = more booked jobs. You are not expected to win every door — you are expected to knock as many as possible, qualify fast, and close on the spot. Commission is earned on every booked job that completes.

Before You Leave (Pre-Shift)

• Clock in via the Jarvis app and select "D2D" as your activity type
• Confirm your territory assignment — do not work outside your zone
• Load the territory map — you can see which addresses have been knocked
• Carry: business cards, printed pricing one-pager, phone with GHL access
• Wear Gemstar uniform — shirt, clean appearance, professional

Door Approach SOP

• Knock or ring — stand back one step from the door (less threatening)
• Smile, introduce yourself and Gemstar before anything else
• Qualify fast: do they have a vehicle? Is it in the driveway (ideal)?
• If vehicle visible: walk to it naturally — "is this yours? Mind if I show you something?"
• Point out 1 genuine thing on the car — oxidation, water spots, dirt in wheel wells
• Quote the service on the spot from your pricing sheet
• Ask for the booking — don't leave without trying
• Log outcome in the app before walking to next door

Logging Every Door (Required)

Every door must be logged — no exceptions. This is how your territory stays clean and how your commission is tracked.

Booking a Job On the Spot

• Open GHL on your phone (or Jarvis app)
• Search for the contact by phone — add them if new
• Create appointment: service type, date/time, vehicle details
• Confirm with client verbally while you do it
• They will receive an automatic confirmation text
• Mark door as "Booked" in your territory log

End of Day

• Clock out via app before leaving last address
• All doors logged — no gaps in your territory map
• Any Quote Given contacts have phone numbers entered
• Text Ops Manager: doors knocked, quotes given, bookings closed

Key Performance Indicators

Role Overview

The Sales Rep works the warm side of the pipeline — people who have already raised their hand. This includes inbound leads from web forms, Facebook ads, and Google, as well as past clients who haven't booked in 60+ days. These are the easiest closes in the business because the prospect already knows us or came to us first. Your job is to follow up fast, qualify, and get them booked. Speed and persistence are everything here.

Lead Sources You Work

Inbound Lead SOP — Speed to Contact

• New lead notification arrives in GHL — call within 15 minutes, no exceptions
• If no answer: leave a brief voicemail, then send a text immediately after
• Log attempt in GHL — date, time, outcome
• Attempt 2: call again 2 hours later if no response
• Attempt 3: next morning — text + call
• After 3 attempts with no response: move to "Nurture" stage, system follows up automatically

Live Call — Qualifying & Booking

• Confirm you're speaking with the right person
• Reference how they reached out — "you filled out our form / saw our ad"
• Ask about their vehicle: year, make, model, and current condition
• Ask what service they're looking for — or recommend based on what they describe
• Give a quote range — specific enough to feel real, don't dodge the price question
• Move to booking: "We have openings [day] and [day] — which works better for you?"
• Confirm name, phone, vehicle, service, and time — enter in GHL while on the call
• Tell them they'll get a confirmation text and what to expect

Past Client Reactivation SOP

You'll be given a list of clients who haven't booked in 60+ days. These are warm calls — they've paid us before. Your tone is conversational, not salesy.

• Pull the contact in GHL — review their service history before calling
• Know what they had done last and how long ago
• Call or text — text often gets higher response from past clients
• Reference their last visit — shows you know them, builds trust
• Offer a reason to come back — seasonal angle, maintenance reminder, or current promo
• If they book: log in GHL, tag "Reactivated"
• If not now: ask "when would be a better time?" — set a follow-up task

Quoted But Not Booked Follow-Up

These leads got a price and went quiet. Most of them are still interested — they just need a nudge.

• Follow up 48 hours after quote if no response
• Don't re-pitch — acknowledge the quote and ask if they have questions
• If price was the objection: offer to check availability or a smaller starting service
• Second follow-up at 7 days — casual, no pressure
• Third and final at 14 days — if no response, move to "Lost" with a note on why

No-Show Reschedule SOP

• No-show alert comes through GHL — reach out same day, within 2 hours
• Tone: friendly, not accusatory — assume something came up
• Goal: get them rescheduled before the momentum is lost
• If no response in 24 hours: one more attempt, then move to reactivation list

Pipeline Hygiene — Required Daily

• Every contact you touch must have a logged note in GHL — what you did, what they said, next step
• Move contacts to the correct pipeline stage after every interaction
• Set a follow-up task in GHL for every open lead — never leave a contact with no next step
• At end of day: zero leads sitting in "New" without an attempt logged
• Weekly: review your full pipeline with Ops Manager — identify stalls

Key Performance Indicators

Role Overview

B2B Callers close the highest-value accounts Gemstar has — fleet contracts worth $2,000–$30,000+ per month. You are not selling a one-time detail. You are selling a recurring maintenance relationship to businesses that run vehicles: dealerships, car rental companies, landscapers, contractors, delivery fleets, limo services, and more. One closed fleet account is worth more than 50 residential jobs.

Lead Sources

• Google Maps scraper list (provided in GHL — assigned to you by Ops Manager)
• LinkedIn — search by industry + city
• Local business parks and industrial areas
• Referrals from current clients (always ask on close)
• Chamber of commerce directories

Pre-Call Research (60 Seconds)

• Know business name, type, and rough fleet size before dialing
• Find the right contact: owner, fleet manager, or office manager — not the receptionist
• Check if they're already in GHL — never double-call a contact
• Log in GHL before you dial — mark status as "Attempting"

Call Script — Fleet Services

Call Outcomes — Log Every Call

Site Visit / Demo Close

When a prospect agrees to a site visit, you have a 70%+ close rate if you execute it right.

• Confirm appointment in GHL — prospect gets reminder text
• Show up exactly on time with a printed quote template
• Walk the fleet with the decision maker — count vehicles, assess condition
• Ask: frequency needed, preferred day/time, any priority vehicles
• Build quote on the spot or deliver within 24 hours maximum
• Get verbal yes, then send contract via GHL / email immediately
• First service scheduled before you leave the parking lot

Key Performance Indicators

Role Overview

The Operations Manager runs Gemstar day-to-day. This role owns staffing, scheduling, client escalations, financial oversight, vendor relationships, and strategic decisions. Everything flows through here. The goal is to build systems strong enough that the business runs predictably — not dependent on any one person including yourself.

Daily Routine

• Review Jarvis morning briefing (Telegram) — appointments, unread messages, revenue, flagged leads
• Confirm today's schedule is fully staffed and bays are assigned
• Review overnight GHL activity — any new leads, messages, or issues
• Approve or deny queued AI drafts in Telegram (inbound replies, follow-ups)
• Check Stripe payments — flag any unpaid jobs over 24 hours
• Spot-check 1–2 vehicles in QC before delivery
• Check in with Lead Detailer and sales team by noon
• Review EOD briefing and flag anything for next day

Weekly Responsibilities

• Monday: review weekly Jarvis briefing — revenue, leads, team performance
• Tuesday: sales team check-in — D2D territory coverage, B2B pipeline review
• Wednesday: review CLV scores — identify top clients for outreach or VIP treatment
• Thursday: staffing review — hours, coverage, any performance flags
• Friday: weekly close — confirm all payments received, review next week schedule
• Ongoing: respond to escalations within 2 hours

Client Experience Standards

• Any complaint gets a personal call within 2 hours — no exceptions
• Client is always right on perception — even if technically wrong on facts
• Resolution options: complimentary re-service, credit toward next visit, refund on egregious cases
• Log all escalations in GHL with resolution details
• If a client is lost: document why, look for the system failure, fix it

Hiring & Onboarding

• New hire reads and signs this handbook on Day 1
• Shadow shift with experienced team member — minimum 1 full day
• Access to GHL and Jarvis set up before first independent shift
• 30-day check-in: review KPIs, address any gaps, confirm fit
• 90-day review: performance tier assigned, commission adjustments if applicable

Key Performance Indicators

Pay Structure by Role

Commission Rules

• D2D: commission paid when the booked job is completed and paid — not at booking
• B2B: first month commission paid after client's first payment clears; recurring monthly thereafter
• Upsell: Lead Detailer commission paid with weekly payroll on completed upsells
• Chargebacks or refunds on your jobs reduce commission accordingly
• Commission disputes resolved by Ops Manager within 5 business days

Performance Tiers

Hit your KPIs consistently and your rate goes up. Tiers reviewed at 90-day intervals.

Immediate Termination

• Theft of any kind — from Gemstar, clients, or teammates
• Damage to a client vehicle that is hidden or not reported
• Sharing client personal information outside Gemstar
• Harassment, discrimination, or threatening behavior
• Working for a direct competitor while employed here
• Falsifying time, call logs, or activity records

Progressive Discipline (Everything Else)

Confidentiality

Client lists, pricing, GHL data, scripts, and business strategies are confidential. Do not share with anyone outside the company during or after employment. This is your reputation and livelihood too — protect it.

Social Media

• You may say you work at Gemstar — do not speak for the company
• Do not post client vehicles without written permission
• Do not post negative comments about Gemstar, clients, or teammates
• Gemstar branded content for marketing must be approved by Ops Manager first

System Overview

GHL Login & Access

• Your GHL login is issued by Ops Manager — do not share it
• Use your assigned login only — activity is tracked by user
• If locked out, contact Ops Manager — do not create a new account
• Log every client interaction in GHL — calls, texts, visits, outcomes

Data & Privacy

• Client phone numbers, emails, and vehicle info are private — stay in GHL
• Do not export or screenshot client lists
• Do not contact clients through personal phones or accounts
• Report any suspected data breach to Ops Manager immediately