1. Objective

This SOP defines how a Virtual Assistant (VA) schedules, confirms, and coordinates all pre-listing vendors — staging, cleaning, photography, sign installation, and lockbox placement — so every vendor arrives at the right property, at the right time, with the right instructions, before the listing goes live.

Vendor scheduling is a sequencing and communication problem. The vendors don't know each other. The seller doesn't know the sequence. The agent doesn't want to manage it. The VA owns the calendar, the confirmations, and the contingency when something goes wrong.

Where this SOP starts: The agent gives the go-ahead to begin scheduling vendors — typically after the listing agreement is executed and the property is seller-ready or approaching readiness.
Where this SOP ends: All vendors have completed their work, photos and other assets are delivered to the VA, and the listing is ready for MLS input (MLS Data Entry & Listing Input Standards).

Success looks like: Every vendor shows up, completes their work without incident, and the VA has confirmed assets in hand — no rescheduling surprises, no seller caught off-guard, no gaps in the agent's calendar.

2. Your Role & Boundaries

2a. What you handle independently

• Scheduling all vendors in the correct sequence based on the agent's preferred vendors and the seller's calendar
• Sending vendor confirmation messages per the templates in Section 5
• Adding all vendor appointments to the agent's calendar with full details
• Sending the seller prep checklist and 24-hour reminders before each visit
• Logging all vendor confirmations in the vendor contact log (Section 8)
• Following up on photo delivery and reviewing photos for completeness on receipt
• Escalating vendor cancellations, no-shows, or asset delivery failures to the agent

2b. What requires agent approval before acting

• Booking any vendor not on the agent's approved vendor list
• Any change to the scheduling sequence (e.g., photos before staging, skipping a vendor type)
• Any direct commitment to the seller about a scheduling change that affects the go-live date
• Any communication to the seller that goes beyond the approved templates
• Replacing a vendor who cancels — confirm replacement with agent before booking

2c. What you never do

• You never negotiate on the agent's behalf under any circumstances.
• You never provide pricing, legal, or strategic opinions to any party.
• You never sign or initial any document on behalf of the agent, client, or any party.
• You never communicate directly with the other party's client.
• You never schedule a vendor without confirming the seller's availability if the property is occupied.
• You never share the lockbox code with anyone outside the agent's approved access list.
• You never reschedule the photography session without first confirming the impact on the go-live date with the agent.
• You never approve or reject vendor invoices — route all billing questions to the agent.

When in doubt: Confirm with the agent before making any commitment to a vendor or the seller that changes the timeline.

3. Schedule & Trigger

Trigger: Agent gives explicit go-ahead to begin vendor scheduling — typically with a message like "ready to schedule" or "seller is ready." Do not begin scheduling on assumption that the property is ready.

Sequence context: This SOP runs after listing agreement filed and in parallel with Property Intake & Data Collection and Seller Disclosure Request & Document Collection. Vendor work must be complete before MLS input and photo review and upload begin. Coordinate timing with the agent's target go-live date and work backward.

4. Standard Vendor Sequence & Lead Times

Always schedule vendors in this order. Each step's output is the input for the next step — photographing a pre-staged home produces unusable photos, and installing a sign before go-live is confirmed tips off the market.

Confirm with the agent at the start of each listing:
- Which of these vendor types apply (not every listing uses staging)
- Which specific vendors to use (agent typically has preferred providers)
- Whether the seller has any blackout dates or time restrictions
- The target go-live date — build the entire schedule backward from this

5. How to Book Each Vendor

Step 1: Check seller availability first

If the property is occupied, the seller must be out of the home for vendor visits. Before contacting any vendor:

1. Confirm the agent's target date range with the agent.
2. Send this message to the seller (via the agent or directly per agent's instruction):

Hi [Seller Name] — we're ready to schedule the pre-listing appointments for [Address]. To find the best time, could you let us know any dates or times in the next [X] days that don't work for you? 

The vendors we need to schedule are:
- [Vendor type] — takes approximately [X hours]
- [Vendor type] — takes approximately [X hours]

We'll need the home available (and will plan for you to step out during each visit). Thank you!

[VA Name] on behalf of [Agent Name]

Step 2: Book the vendor

Contact the agent's preferred vendor by phone or email. Confirm:
- Address
- Date and time window
- Access instructions (lockbox, garage code, leave door unlocked, etc.)
- Point of contact on the day (VA phone number or agent — confirm with agent)
- Scope of work (for photography: interior, exterior, drone, twilight, video — get this from the agent)
- Turnaround time (especially for photography — when will edited images be delivered?)

Step 3: Send vendor confirmation

Send this confirmation to every vendor immediately after booking:

Hi [Vendor Name / Company] — confirming the following appointment:

Property address: [Full address]
Date and time: [Date, Time]
Scope: [Detailed description — e.g., "interior and exterior photography, drone, twilight session"]
Access: [Lockbox code / leave door unlocked / garage code — per agent instruction on what to share]
Point of contact: [VA Name] at [VA phone] / [Agent Name] at [Agent phone]
Expected turnaround: [X business days for edited photos / same day for sign install, etc.]

Please confirm receipt of this message. If anything changes on your end, contact [VA Name] at [VA phone / email].

Thank you,
[VA Name] on behalf of [Agent Name]

Step 4: Add to agent's calendar

Add a calendar event for every vendor appointment with:
- Title: [Vendor Type] — [Property Address]
- Full date and time
- Vendor name and contact phone
- Access instructions
- Turnaround expectation

Step 5: Send seller prep checklist

Send the seller a prep checklist 48–72 hours before each vendor visit. For photography (the most critical):

Hi [Seller Name] — your photo session is scheduled for [Date] at [Time]. Here's a quick checklist to help the photos look their best:

Before the photographer arrives:
- ☐ Tidy up and make beds — every room will be photographed
- ☐ Clear countertops in kitchen and bathrooms
- ☐ Remove personal photos and clutter from visible surfaces
- ☐ Turn on all lights (interior and exterior where possible)
- ☐ Open all blinds and curtains
- ☐ Set a comfortable temperature
- ☐ Remove vehicles from driveway
- ☐ Secure or remove pets
- ☐ Plan to be out of the home for the full session ([estimated duration])

The photographer will handle: [list scope — e.g., "interior, exterior, and drone photos"].

Any questions? Reach out to [Agent Name] at [agent contact].

[VA Name] on behalf of [Agent Name]

Step 6: Send 24-hour reminder

The day before each vendor visit, send a brief reminder to the seller:

Hi [Seller Name] — just a reminder that [vendor type] is scheduled for tomorrow, [Date] at [Time] at [Address]. If anything has come up, please let [Agent Name] know as soon as possible.

[VA Name]

6. Photography Coordination

Photography is the most important and most time-sensitive vendor in this sequence. Give it extra attention.

Before booking:
Confirm the full scope with the agent:
- Interior photos (all rooms, or specific rooms only?)
- Exterior photos (front, back, sides)
- Drone / aerial (some areas require FAA authorization — confirm with photographer)
- Twilight session (separate booking, typically same day or day after)
- Video walkthrough or Matterport 3D tour

After photos are delivered:
When the photographer sends the finished images:
1. Download all files immediately and save to the transaction file (Google Drive → 04 - Photography).
2. Count the images — confirm you received the expected number.
3. Review every photo: check for obvious quality issues (blurry, dark, furniture or personal items that shouldn't be in frame, outdoor distractions like garbage cans or cars that the agent may want removed).
4. If issues are found, report to the agent before uploading anywhere:

Hi [Agent Name] — photos for [Address] have arrived. [X] images delivered. I've reviewed them and flagged the following for your attention before I move to MLS upload:

- [Photo description / issue]
- [Photo description / issue]

All other photos look good. Let me know how you'd like to proceed.

[VA Name]

5. If photos are clean, proceed to Photo Review, Sequencing & Upload.

Photo turnaround:
Confirm expected delivery time at booking. If photos are not delivered by the promised date, follow up with the photographer the same day the deadline passes. If they are more than 24 hours late and the go-live date is at risk, escalate to the agent.

7. Sign & Lockbox Coordination

Sign installation:
- Confirm placement with the agent before contacting the sign company (front yard, left of walkway, etc. — many neighborhoods have HOA sign rules)
- Include placement instructions in the vendor confirmation message
- Confirm installation is complete the same day — drive-by or photo from sign company

Lockbox:
- Confirm lockbox code with the agent (never generate or assign a code yourself)
- Store the code only in the agent's designated secure location (not in email, not in this document)
- Confirm who is authorized to access the lockbox — typically agent, co-op agents with confirmed showing appointments, and designated vendors during the listing prep period
- Log lockbox placement: date placed, location on property, code stored at [location]

8. Vendor Contact Log

Maintain this log in the transaction file. Update after every contact with a vendor.

9. If a Vendor Cancels or No-Shows

If cancellation is > 48 hours before the appointment:
1. Notify the agent immediately.
2. Contact the agent's backup vendor or ask the agent to provide an alternative.
3. Rebook with the confirmed replacement.
4. Update the calendar and notify the seller of the new date.

If cancellation is < 48 hours before the appointment or is a no-show:
Escalate to the agent immediately — this is an urgent situation if it threatens the go-live date.

Hi [Agent Name] — urgent: [Vendor name / type] has [cancelled with less than 48 hours notice / not shown up for their appointment] at [Address].

Scheduled time: [Time]
Current status: [Confirmed no-show at X:XX AM / Cancelled at X:XX AM]
Impact on go-live: [Go-live is [date] — [this does / does not] put it at risk]

Waiting for your direction on how to proceed.

[VA Name]

Do not book a replacement vendor without agent instruction when the timeline is tight — the agent may need to make the call.

10. Checklist

Pre-Scheduling
- ☐ Agent go-ahead confirmed
- ☐ Target go-live date confirmed
- ☐ Seller availability confirmed (if occupied property)
- ☐ Agent's preferred vendors confirmed for each type needed

Scheduling
- ☐ Staging booked (if applicable)
- ☐ Cleaning booked (if applicable)
- ☐ Photography / videography booked — full scope confirmed
- ☐ Sign installation booked
- ☐ Lockbox placement confirmed

Confirmations
- ☐ Vendor confirmation message sent for each vendor
- ☐ All appointments added to agent's calendar
- ☐ Seller prep checklist sent (48–72 hours before photography)
- ☐ 24-hour reminder sent to seller before each visit

Assets & Completion
- ☐ Photos received and reviewed before MLS upload
- ☐ Any photo issues flagged to agent before upload
- ☐ Sign confirmed installed
- ☐ Lockbox confirmed placed, code stored securely
- ☐ Vendor contact log updated and complete

11. Tools & Access