1. Objective
This SOP defines how a Virtual Assistant (VA) maintains the agent's vendor network — so that every contractor, inspector, photographer, stager, and service provider the agent works with is organized, accessible, and ready to recommend when a client needs them.
Real estate agents are trusted as local experts — not just for buying and selling, but for "who do you use for [service]?" A well-maintained vendor list is a service tool the agent deploys constantly: recommending a photographer at listing, a contractor after inspection, a painter before listing, a moving company at close. The VA's job is to keep this resource current and organized so the agent can answer "do you know a good [vendor]?" in seconds.
The standard: Every vendor the agent regularly uses is in the vendor database, current, and vetted. No vendor is recommended who has not been explicitly approved by the agent.
Where this SOP starts: Agent onboards — existing vendor relationships are documented.
Where this SOP ends: This SOP has no end — vendor management is ongoing.Success looks like: The agent is asked "do you know a good home inspector?" and immediately provides three names with phone numbers, from a list the VA maintains and the agent trusts.
2. Your Role & Boundaries
2a. What you handle independently
- Building and maintaining the vendor database
- Adding new vendors when the agent identifies them
- Sending annual check-ins to confirm vendors are still active
- Pulling vendor recommendations on request (from the approved list only)
- Flagging any vendor that the agent has had a negative experience with for agent review
- Maintaining the preferred vendors page on the agent's website (if applicable)
2b. What requires agent approval before acting
- Adding any vendor to the approved list — the agent decides who is on the list
- Removing any vendor from the approved list — agent confirms before removal
- Any change to the preferred vendors page on the website
- Recommending a vendor to a client — the VA pulls options from the list; the agent or agent's instruction determines which to recommend to clients
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 add a vendor to the approved list without the agent confirming.
- You never recommend a vendor to a client that the agent has not explicitly approved.
- You never endorse a vendor's pricing or guarantee their work — the VA provides contact information, not professional endorsements.
On liability: The agent's vendor referrals carry the agent's professional reputation. The VA facilitates the list — the agent decides who is on it and takes responsibility for recommending them. When providing vendor contacts to a client, always note: "These are vendors [Agent Name] has worked with — as always, please do your own due diligence."
3. Schedule & Trigger
Trigger: Agent onboards — initial vendor database built from agent's existing relationships.
Trigger: Agent identifies a new vendor to add ("I just used a great plumber — add them to the list").
Trigger: A vendor's contact information changes, they go out of business, or the agent has a negative experience with them.
Recurring:
- Annual: Check-in outreach to confirm all vendors are still active and contact information is current
4. Vendor Database Structure
Maintain the vendor database in a Google Sheet or CRM. The database should be organized by vendor category and include the following fields per vendor:
| Field | Notes |
|---|---|
| Category | See category list below |
| Business / Contact Name | Business name and primary contact's name |
| Phone | Direct line preferred |
| Business email | |
| Website | If applicable |
| Service area | Specific cities or zip codes they cover — confirm with vendor |
| Agent's notes | Personal notes from the agent ("great with luxury listings," "fast turnaround," "ask for [Name]") |
| Date added | When this vendor was added |
| Last confirmed active | Date of most recent confirmation that they are still in business |
| Status | Active / Inactive / Do Not Recommend |
Vendor Categories
| Category | Examples |
|---|---|
| Photography & Media | Real estate photographer, drone operator, videographer, 3D/Matterport |
| Staging | Full staging company, partial staging, vacant property staging |
| Cleaning | Pre-listing deep clean, move-out clean, recurring cleaning |
| Painting | Interior, exterior |
| Landscaping / Curb Appeal | Lawn care, tree trimming, pressure washing |
| Handyman / General Repair | General repairs, touch-up work |
| Flooring | Refinishing, installation |
| HVAC | Service, replacement |
| Plumbing | Repairs, inspections |
| Electrical | Repairs, panel upgrades |
| Roofing | Inspections, repairs, replacement |
| Inspection | Home inspectors (multiple — buyers need at least 2–3 options) |
| Pest / Termite | Inspection, treatment |
| Septic | Inspection, pumping |
| Moving | Local movers, long-distance |
| Storage | Local storage facilities |
| Mortgage / Lending | Preferred lenders (for buyer referrals) |
| Title / Escrow | Title companies and escrow officers |
| Home Warranty | Home warranty companies the agent recommends |
| Other | Confirm with agent any additional categories |
5. Building the Initial Vendor Database
At onboarding:
1. Ask the agent: "Do you have a vendor list — in any format (spreadsheet, notes, phone contacts, email history)? I'll build it into the formal database."
2. Gather whatever the agent has available
3. Enter all identified vendors into the database
4. Flag any categories where the agent has no vendors yet: "I notice we don't have any inspectors listed — would you like to add your preferred inspectors?"
5. Confirm the list with the agent before marking it complete
6. Adding and Removing Vendors
Adding a New Vendor
When the agent identifies a new vendor:
1. Get the vendor's name, phone, email, and service area from the agent
2. Ask for any notes: "Any specific notes on this vendor — services, strengths, anyone to ask for?"
3. Enter into the database with today's date as "Date Added"
4. Confirm with the agent: "Added [Vendor Name] to [Category]. Let me know if anything needs to be updated."
Removing or Flagging a Vendor
When the agent has a negative experience with a vendor or no longer wants to recommend them:
1. Change the status to "Do Not Recommend" — do not delete the record
2. Add a note with the date and reason (brief — "agent had a poor experience 04/2026")
3. Keeping the record prevents the vendor from being re-added inadvertently
When a vendor goes out of business:
1. Change the status to "Inactive"
2. Note the date and source: "Confirmed out of business — [Source] — [Date]"
7. Annual Vendor Check-In
Once per year, send a brief check-in to each active vendor to confirm their information is current:
Hi [Vendor Name] —
I work with [Agent Name] and help manage their preferred vendor list. I just wanted
to confirm your contact information is up to date so we can continue sending
referrals your way.
Could you confirm:
- Best phone number: [Current number]
- Email: [Current email]
- Service area: [Current area]
- Any changes to your services?
Thank you — we appreciate you!
[VA Name]
On behalf of [Agent Name]
Update the database with the confirmed information and update the "Last Confirmed Active" date.
If a vendor does not respond after two attempts: flag to agent. The agent may have a direct relationship and can confirm more easily.
8. Preferred Vendors Page (If Agent Has a Website)
Many agents maintain a preferred vendors page on their website — a resource for past clients and current clients to find trusted service providers.
If the agent has this page:
- The VA maintains the content, ensuring it matches the internal vendor database
- Any vendor added to or removed from the website must be agent-approved
- Format: vendor name, business name, phone/email/website, brief description of services
- Review and update annually (in the same cycle as the annual vendor check-in)
9. Responding to Vendor Requests
When the agent or a client (via agent) needs a vendor recommendation:
- Pull the relevant category from the vendor database
- Provide the agent with 2–3 options from the Active list — never provide just one unless only one is available
- Include the vendor's name, phone, email, and any relevant agent notes
- Format: ready to copy and send
Example response:
Inspectors — [City area]:
1. [Inspector Name] — [Company] | [Phone] | [Email]
Notes: "Very thorough, detailed reports, good with older homes"
2. [Inspector Name] — [Company] | [Phone] | [Email]
Notes: "Fast turnaround — reports within 24 hours"
3. [Inspector Name] — [Company] | [Phone] | [Email]
Notes: "Specializes in luxury/high-end properties"
The agent sends this to the client. The VA does not send vendor information directly to a client without agent instruction.
10. Checklist
Initial Setup
- ☐ All existing vendor relationships documented in database
- ☐ Categories confirmed with agent — any missing categories flagged
- ☐ Agent reviewed and confirmed the initial database
Per New Vendor Added
- ☐ Vendor entered with all required fields
- ☐ Agent confirmed addition
Annual
- ☐ Annual check-in sent to all active vendors
- ☐ Database updated with confirmed current information
- ☐ Inactive vendors noted and status updated
- ☐ Preferred vendors website page updated (if applicable)
Ongoing
- ☐ New vendors added immediately when agent identifies them
- ☐ Do Not Recommend status applied immediately when agent flags a vendor
11. Escalation Protocol
Escalate to the agent immediately in any of these situations:
- A vendor delivers a service that results in a client complaint (poor photography, contractor no-show, staging damage) — the agent manages the vendor relationship and any client communication; the VA documents and routes
- A preferred vendor contacts the VA directly to negotiate a referral fee arrangement or ask for preferred status — route to agent; the VA does not establish vendor relationships or terms
- The annual vendor check-in reveals that a vendor is no longer in business, has changed ownership, or has received public complaints — flag before the vendor is used again
- A vendor recommended by the agent turns out not to be licensed or insured for the service being provided — flag immediately; this is a liability issue
- A client asks the VA to recommend a specific vendor by name — the VA can share the agent's preferred vendors list; the VA cannot give personal endorsements
Hi [Agent Name] — vendor issue needs your attention.
Issue: [Client complaint about vendor / referral fee request / vendor status concern / license/insurance gap / client asking for recommendation]
Vendor: [Name and category]
Needed: [Handle client complaint / decline and redirect / confirm vendor status / address liability question]
[VA Name]
If the agent is unreachable: Do not provide personal vendor endorsements or make commitments on the agent's behalf. If a client complaint about a vendor is received, acknowledge receipt to the client ("I've passed this to [Agent Name] and they'll follow up shortly") and route to the agent immediately. Document the complaint with timestamps.
12. Tools & Access
| Item | Details |
|---|---|
| Vendor database | Google Sheet — Ops / Vendor Database |
| Website editor | [Confirm CMS access for preferred vendors page update — if applicable] |
| Agent's preferred outreach channel | [For vendor check-in emails — confirm whether to send from VA email or agent's email] |