ERS Members

BCTA Expert Repair Division: Standard Operating Protocols (SOP)

1. The Legal "Hard Line" (Michigan Compliance)

• The $600 Ceiling: No Expert Repair Specialist shall bid, contract, or accept payment for a project where the total cost (labor + all materials) equals or exceeds $600.

• Scope Creep Protocol: If a project’s scope expands during the work and threatens to cross the $600 threshold, work must stop immediately. The homeowner must be notified that the project now requires a Licensed Residential Builder under Michigan law.

• Permit Awareness: Specialists do not perform work that requires a municipal permit (e.g., new electrical circuits, structural load-bearing changes, or new plumbing runs) regardless of the dollar amount.

2. The Professional "First Impression"

• The Uniform: The BCTA Blue and Gold Expert Repair patch must be visible on the outermost layer of clothing upon arrival.

• The "Clean Zone" Requirement: Specialists must utilize a BCTA-approved tool mat or clean drop cloth for every interior job. No tools are to be placed directly on a customer's flooring or countertops.

• Arrival Window: We operate on a strict 1-hour arrival window. If the specialist is going to be even 5 minutes late for that window, the 2-hour notification rule applies.

3. Communication & "No-Ghosting" Policy

• The 2-Hour Rule: If an emergency or delay arises, the homeowner must be notified at least 2 hours prior to the scheduled arrival time.

• Transparent Pricing: No "surprise" invoices. If the final price is going to deviate by more than 10% from the initial written estimate due to unforeseen issues, the homeowner must sign a Change Order before that work continues.

• Post-Job Handoff: Every job concludes with a "Walk-Through." The specialist shows the repair to the homeowner, explains what was done, and ensures the area is cleaner than they found it.

4. Discovery & Integrity (The "Stop Work" Triggers)

• The Integrity Clause: If a specialist discovers hidden damage (rot, mold, dangerous DIY wiring, or structural failure) while performing a minor repair, they are prohibited from "covering it up."

• The Referral Pipeline: In the event of discovery, the specialist must document the issue with photos, explain the risk to the homeowner, and provide a direct referral to a Licensed BCTA Contractor.

• Ethics over Income: We never "vulture" a job. We don't try to "make it work" just to keep the check. We do it right, or we don't do it.

5. Equipment & Materials

• Pro-Grade Only: No "homeowner grade" patch kits or temporary "as seen on TV" fixes. We use professional-grade materials that match the BCTA standard of longevity.

• The Organization Standard: Truck and tool kits must be kept organized. A messy truck suggests a messy mind, and we don't allow that image in a BCTA member's driveway.

This turns the "Truth" of that badge into a contract. If a guy breaks one of these, he loses the blue and gold. It’s that simple.

Do you think we should add a "Homeowner Feedback" loop where they specifically rate the guy on these protocols (like, "Did he use a tool mat?") to keep the specialists honest?