Operations

9 articles in this category. Everything else is one tap away above.

A rooftop HVAC unit on a commercial building

Commercial and residential calls need different phones

A property manager and a panicked homeowner want opposite things from the same conversation. Running both through one script quietly costs you the commercial work.

Printed call scripts pinned beside a desk phone

Operations

Call scripts for the eight calls your HVAC phone actually gets

Copy these, change the fee and the service area, and hand them to whoever answers. Eight conversations cover almost every inbound call a residential shop receives.

Operations

A hiring scorecard for your next HVAC customer service rep

Booking rate varies more between two CSRs than between two marketing agencies. Here is what to test for in the interview, including the phone exercise that predicts it.

A phone lighting up on a nightstand in a dark room

Operations

Your techs hate being the after-hours phone, and it is costing you both ways

On-call rotation is the default answer to nights and weekends. It is also a quiet driver of technician burnout in an industry that already cannot hire fast enough.

A simple dashboard of call performance numbers

Operations

Six phone metrics every HVAC owner should track (and where to find them)

Answer rate, abandon rate, booking rate and three more. All six come from data you already have, and most shops have never looked at any of them.

A dispatcher taking notes during a service call

Operations

How to quote a diagnostic fee on the phone without losing the caller

The dispatch fee question kills more HVAC bookings than pricing ever does. Here is the phrasing that holds the call, and the four answers that lose it.

A rooftop condenser unit under a hot summer sky

Operations

Peak season math: your call volume triples, your capacity does not

HVAC call volume can run 340% above baseline in peak months, and roughly 73% of annual revenue lands in just six of them. Here is how to plan capacity for the spike.