The Tech-Led Sales System
Client identity withheld.
Results
$80K
Booked and signed revenue in 90 days, at the shop's own prices
4 of 31
Stalled system quotes signed, worth $46K
2
Systems chosen on-site from good-better-best options, worth $23K
$428 → $489
Average repair ticket
48% → 61%
Replacement-inquiry calls booked as in-home estimates
1 in 5 → 4 in 5
Repair visits that presented more than one option
Company Profile
Company
Residential HVAC shop. ~$1.9M revenue, 6 service techs, 2 installers, the owner handling replacement estimates, and 2 CSRs. ~2,800 past customers.
Stack
Field-service management software, tablets in every truck, VoIP phone system with call recording, a quoting tool, financing partner portal.
Operating Need
Keep replacement sales growing without a dedicated comfort advisor, by giving techs and CSRs a better process.
The Challenge
The shop's comfort advisor had handled replacement estimates and follow-up. When he left, the owner took over estimates himself and asked techs to present more options in the field. But techs had no easy way to build options on site, and their notes were thin. Quotes the advisor left behind sat unworked, and CSRs often booked replacement inquiries as service calls instead of estimates.
The Audit
We ran the Open-Quote Audit, reviewed a month of job notes and repair tickets, and scored a month of recorded calls.
Patterns Found
- 31 unsigned system quotes from the past 12 months, totaling $360K
- About half had no follow-up after the advisor left
- Only about 1 in 5 repair visits presented more than one option
- Average repair ticket was $428
- Only 48% of calls asking about a new system were booked as estimates
- 55% of job notes were under 15 words
The shop didn't need to replace the advisor. It needed the advisor's process built into the trucks, the phones and the follow-up.
The Architecture
Four systems working as six parts, spreading the sales process across the team.
Open-Quote Audit
Ranked all 31 open quotes by value and winnability, including the advisor's orphaned ones.
Quote Closer
Three follow-ups from the owner's name within 14 days, then automatic enrollment of every new quote.
Talk-to-Report
Techs speak their findings, and the system writes a clean customer report with photos and full job notes.
Good-Better-Best Options
Builds three options on the tablet, from the single repair to replacement with a monthly payment, and flags aging systems to the owner.
Call Grader
Scores every recorded call, including whether replacement inquiries were booked as estimates, with weekly coaching for each CSR.
Monday Recovered Revenue Report
One page every Monday with quotes signed, tickets, estimates booked and dollars signed.
How the System Operates
The system documents, builds options and follows up. Techs and the owner make every recommendation and every close.
- All three options are shown every time, and the customer chooses without pressure
- Price and discount questions always go to the owner
- Coaching reports go to each CSR privately first
How It Flows
- 1A replacement call comes in, or a tech finishes a diagnosis
- 2The call is booked as an estimate, or the tech presents three options
- 3Unsigned quotes get three follow-ups, and price questions go to the owner
- 4Every signed quote is logged on the Monday report
Aging systems flagged on repair visits go to the owner for a follow-up estimate.
Implementation
| Stage | Focus | Key Results |
|---|---|---|
| Stage 1 | Sales audit | $360K in open quotes ranked; ticket and call-booking gaps measured |
| Stage 2 | Quote launch | All 31 quotes followed up within 14 days |
| Stage 3 | Field rollout | Talk-to-Report and three-option builder piloted, then rolled out to all techs |
| Stage 4 | Phones | Call Grader and coaching live; Monday reports every week |
Ownership
The shop now owns a sales process that doesn't depend on one person.
A ranked list of open quotes
Report and option templates with its own pricing
Call scores and coaching clips for each CSR
Every Monday report
Operational Impact
Replacement sales no longer rest on one advisor. CSRs book new-system inquiries as estimates, techs show every customer clear choices, and every quote gets followed up on schedule. The owner spends his estimate time on homes that are ready, and tickets now reflect the work being done.