The Quote Recovery System
Client identity withheld.
Results
$68K
Booked and signed revenue in 90 days, at the shop's own prices
3 of 26
Stalled system quotes signed, worth $37K
68
Tune-ups and service calls booked from past customers
22% → <2%
Local Services calls left with no response
78% → 87%
Maintenance plan renewal rate
Every Monday
A one-page scoreboard of every booked dollar
Company Profile
Company
Residential HVAC service and replacement shop. ~$1.6M revenue, 5 service techs, 1 install crew of 2, the owner selling replacements, and 1 office manager on the phones. ~2,600 past customers and ~280 maintenance plan members.
Stack
Field-service management software, Google Local Services Ads, website form, payment processor with cards on file, and quotes tracked in a spreadsheet.
Operating Need
Fill the October-to-freeze slowdown from existing quotes, customers and calls, with every result visible and verifiable.
The Challenge
Every fall the phones slowed for several weeks before the first hard freeze, but payroll didn't. The owner sold every replacement himself, so quotes got one follow-up call when he had time, and most never got a second. With one office manager handling phones, scheduling and billing, calls at lunch and after 5pm often went to voicemail. The shop had 2,600 past customers, but nobody had time to reach out to them.
The Audit
We ran the Open-Quote Audit on 12 months of quotes and the Local Services Missed-Call Check on 60 days of calls, and delivered both within 7 days.
Patterns Found
- 26 unsigned system quotes from the past 12 months, totaling $322K, and most had one follow-up or none
- 21 of 96 Local Services calls in 60 days went unanswered, worth about $6K in likely lost jobs
- 5 Local Services leads were spam or out of area, and none had been reviewed for a credit
- About 1,400 past customers hadn't been contacted in over a year
- About 1 in 5 members didn't renew, most after a failed or expired card
- Non-member repair customers were never offered the maintenance plan
The revenue was already in the business. It was sitting in quotes, customers and calls that one owner and one office manager couldn't work.
The Architecture
Built on our Revenue Recovery System, configured to work the shop's unsigned quotes first. Six parts, running on its own quotes, customer list, phone line and prices.
Revenue Leak Audit
Ranked all 26 open quotes by value and winnability, and showed when Local Services calls were being missed, with lost jobs estimated.
Past-Customer Wake-Up
Cleaned 2,600 customers to 2,250 reachable numbers, sorted them into tune-up, repair, lapsed and older-system groups, and sent two personal texts in batches sized to open slots.
Quote Closer
Three follow-ups from the owner's name within 14 days, then automatic enrollment of every new quote.
Call Handling
An AI assistant in backup mode that picks up after 3 rings, on busy lines and after hours. It identifies itself as virtual, follows the owner's emergency rules, books routine work, and texts back missed callers within 60 seconds.
Plan Renewals
Reminders 30 and 7 days before renewal, an instant card-update link when a payment fails, and one plan offer to non-members after a visit.
Monday Recovered Revenue Report
One page every Monday with bookings, signed quotes and running totals, at the shop's own prices.
How the System Operates
The system contacts, follows up, answers and books. The owner approves every message and handles every price conversation.
- Nothing goes out until the owner approves it in writing, and STOP replies are removed permanently
- Price and discount questions always go to the owner; the system never discounts
- The phone assistant identifies itself as virtual, and callers can ask for a person at any time
How It Flows
- 1The audit surfaces open quotes, missed calls and overdue customers
- 2Approved messages go out in batches sized to open slots
- 3Routine work is booked, emergencies go to the on-call tech, and tricky questions go to the office
- 4Every booking and signed quote is logged on the Monday report
Tricky replies go to the office, which responds within 2 business hours.
Implementation
| Stage | Focus | Key Results |
|---|---|---|
| Stage 1 | Revenue Leak Audit | $322K in unsigned quotes ranked; 22% of Local Services calls found unanswered |
| Stage 2 | Setup and approval | 2,600 customers cleaned to 2,250 reachable numbers; messages approved in writing; texting number registered with carriers |
| Stage 3 | Launch | All 26 quotes followed up within 14 days; every reachable customer received both messages within 21 days; Call Handling live |
| Stage 4 | Always-on | New quotes auto-enrolled; Plan Renewals live; Monday reports every week |
Ownership
Everything runs on the shop's own data and voice, and everything it produces stays with them.
A ranked open-quote list and a Local Services missed-call analysis
A cleaned, sorted customer list for every future season
Approved messages written in the owner's voice
A recording and summary of every call, and every Monday report
Operational Impact
The fall slowdown now has a plan. Techs fill the weeks before the freeze with tune-ups and repairs from customers who already know the shop. The owner's quotes get followed up on schedule even when he's in the field, and the office manager no longer loses calls at lunch or after 5pm. Every Monday, the owner sees what was booked and signed, at his own prices.