The Cool-Down Booking System
Client identity withheld.
Results
$47K
Booked and signed revenue in 90 days, at the shop's own prices
2 of 18
Stalled summer quotes signed, worth $22K
51
Fall tune-ups and repairs booked from past customers
30
Service calls booked by the phone assistant
57% → 76%
October tech utilization
19% → <2%
Calls left unanswered during late-summer peaks
Company Profile
Company
Residential HVAC shop. ~$1.1M revenue, 4 service techs, the owner selling replacements, and 1 CSR. ~1,900 past customers.
Stack
Field-service management software, a quoting tool, financing partner portal, Google Local Services Ads.
Operating Need
Carry the summer's work into fall, and stop losing calls during the last heat waves.
The Challenge
Fresno summers ran long and hot, and the shop's single CSR couldn't keep up with calls during the last heat waves of September. Then, almost overnight, the phones went quiet. Summer had left behind quotes that homeowners planned to think about once it cooled down, and a customer list nobody had time to work. By October, techs had open afternoons.
The Audit
We reviewed 12 months of quotes, fall capacity over two years and 60 days of late-summer call logs.
Patterns Found
- 18 unsigned system quotes from the past 12 months, totaling $202K
- October tech utilization averaged about 57%
- About 19% of calls went unanswered during September heat waves
- About 900 past customers hadn't been contacted in over a year
- Most summer quotes got one follow-up during the rush
- No fall outreach had ever been sent
The shop's fall work was already in its records. It needed to be worked the moment the heat broke.
The Architecture
Three systems working as six parts, bridging late summer and fall.
Call Handling
An AI assistant in backup mode for late-summer overflow and after hours. It identifies itself as virtual, follows the owner's no-cooling emergency rules, and books routine work.
Quote Closer
Three follow-ups from the owner's name within 14 days on every stalled quote, covering financing, warranty and rebates.
Automatic Enrollment
Every new unsigned quote gets the same three follow-ups.
Past-Customer Wake-Up
Cleaned 1,900 customers to 1,650 reachable numbers and texted tune-up, repair and lapsed groups.
Capacity Matching
Sends only as many texts as the fall schedule can absorb.
Monday Recovered Revenue Report
One page every Monday with calls, bookings, quotes signed and running totals.
How the System Operates
The system answers, follows up and fills the schedule. The owner handles every price conversation and every close.
- Outreach never exceeds open capacity
- Price and discount questions always go to the owner
- Only real deadlines and confirmed rebates are mentioned
How It Flows
- 1Late-summer calls are answered, and quotes are ranked
- 2As the heat breaks, follow-ups and wake-up texts go out
- 3Interested homeowners get a visit booked or a signing link
- 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 | Season audit | $202K in stalled quotes ranked; late-summer call gap mapped |
| Stage 2 | Setup and approval | Emergency rules and messages approved; texting number registered |
| Stage 3 | Late-summer launch | Call Handling live for September peaks |
| Stage 4 | Fall launch | Quote follow-ups and wake-up batches live; Monday reports every week |
Ownership
The shop now has a repeatable plan for the turn of the season.
A ranked list of open quotes
A cleaned customer list sorted by last visit
Approved fall messages to run every year
Every call summary and Monday report
Operational Impact
The last heat waves no longer cost the shop calls, and the first cool weeks no longer cost it work. Summer quotes get worked while homeowners still remember them, past customers fill October, and the owner watches the fall recovery week by week.