✅ CURRENT — Canonical onboarding SOP for both Toolkit and Full Service. Toolkit-specific and Full Service-specific task lists are at the bottom of this page. Toolkit Managers also have a role-specific operational view in Role Playbooks > Toolkit Manager > Onboarding a New Toolkit Listing — use this Master SOP as the source of truth and the role page as a quick reference for what the TM does in parallel.
Owner: Support (Lelia, Rosie) → Client Managers | Last Updated: May 2026 | Applies To: Franchise Sellers & Company Sellers
Onboard a new seller listing, collect and confirm details and documents, set up Deal Builder + Data Room, create public listing copy, create CIM, publish to website, post ads, and complete key follow-ups.
Audience: This SOP is for Support (Lelia, Rosie) and is the handoff point to Client Managers. Buyer-side communication (Yvonne) and CM-specific workflows have their own separate SOPs.
Start Trigger: Agreement signed + payment received.
| When | Who | Action |
|---|---|---|
| Day 0 — before anything | Admin | Confirm CM assignment with Eric |
| Day 0 — immediately | Admin | Send Intro + Info Request email |
| Day 0 — immediately | Admin | Transfer Opportunity + Contact ownership to CM |
| Day 0 — immediately | Admin | Populate Deal Builder fields + Data Room setup |
| Day 0 — ~5 hrs later | Admin → Nicole | Email listing request (opp name, contact, DS link, confidentiality) |
| While waiting | Admin | Redact + organize documents |
| When Nicole completes | Admin | Save photos, select listing image, publish to website |
| After website publish (parallel) | Admin | Create CIM (Gamma) — ads go live before CIM is done; buyers are queued |
| After seller approves ad | Admin | Post ads to all bus-for-sale sites |
| +2 days from listing | CM | First seller call + schedule owner interview |
| As scheduled | CM | Run owner interview Zoom |
| +2 weeks after CIM ready | Support (→ Mktg Mgr) | Buyer Blast email |
| +90 days from listing | CM | 90-day check-in |
| -2 weeks before expiration | CM | Contract renewal follow-up |
Before starting any onboarding steps, confirm with Eric who the CM will be for this listing. Do not assume or proceed without confirmation.
⚠️ Decision Needed — Eric to Confirm: Does the "same brand = same CM" rule still apply (i.e., if a CM already manages another listing for the same franchise brand, they get this one too), or is every assignment strictly case-by-case regardless of brand? Update this step once Eric confirms.
Email rules: