The Big-Ticket Quote System
Client identity withheld.
Results
$108K
Booked and signed revenue in 90 days, at the shop's own prices
$554K
Unsigned quotes found in the audit
5 of 44
Stalled system quotes signed, worth $69K
2
Replacements signed from 420 ranked homes, worth $26K
1
System chosen on-site from good-better-best options, worth $13K
$445 → $512
Average repair ticket
Company Profile
Company
Residential HVAC company serving affluent western suburbs. ~$2.5M revenue, 7 service techs, 3 installers, 2 comfort advisors and 2 CSRs. ~3,700 past customers.
Stack
Field-service management software, tablets in every truck, a quoting tool for premium systems, financing partner portal.
Operating Need
Close more high-value system quotes and lift repair tickets without pressuring homeowners.
The Challenge
Homeowners in Naperville bought premium systems, so each quote was worth a lot, but they also took their time deciding. The two comfort advisors followed up once or twice before moving on to new estimates, and quotes sat unsigned for months. In the field, techs usually offered a single repair, even on aging systems where a replacement made more sense. The company had no view of how much revenue was sitting in open quotes.
The Audit
We ran the Open-Quote Audit on 12 months of quotes, scored the service history, and reviewed a month of repair tickets.
Patterns Found
- 44 unsigned system quotes from the past 12 months, totaling $554K
- Average open quote was about $12,600
- Most quotes got one or two follow-ups, then nothing
- 420 homes had a system 15+ years old, 3+ repairs in two years, or old refrigerant
- Only about 1 in 5 repair visits presented more than one option
- Average repair ticket was $445, with thin job notes
The company didn't need more estimates. It needed the ones it had already written worked properly, and every repair visit to show the full picture.
The Architecture
Four systems working as six parts, built around high-value decisions.
Open-Quote Audit
Ranked all 44 quotes by value, age and winnability, and gave leadership the total for the first time.
Quote Closer
Three follow-ups from each advisor's name within 14 days, covering financing, warranty and premium-system benefits, then automatic enrollment of every new quote.
Replacement Opportunity Finder
Ranked 420 replacement-ready homes from the service history and wrote a brief for each.
Replacement Outreach
Sent personal messages to top-ranked homes with an estimate offer.
Talk-to-Report with Options
Techs speak their findings; the system writes the customer report and builds three options on the tablet, from repair to replacement with monthly payment.
Monday Recovered Revenue Report
One page every Monday with quotes signed by advisor, tickets and dollars signed.
How the System Operates
The system ranks, follows up and documents. Advisors and techs 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 advisor
- Follow-ups stop the moment a homeowner replies
How It Flows
- 1Quotes and homes are ranked
- 2Follow-ups and outreach go out from the advisor's name
- 3Homeowners book estimates or sign, and repair customers choose an option
- 4Every signed quote is logged on the Monday report
Advisors receive a written brief on every home before the estimate.
Implementation
| Stage | Focus | Key Results |
|---|---|---|
| Stage 1 | Quote audit | $554K in unsigned quotes ranked; 420 replacement-ready homes scored |
| Stage 2 | Sales launch | Quote Closer live for both advisors; outreach to top-ranked homes |
| Stage 3 | Field rollout | Talk-to-Report and three-option builder piloted, then rolled out to all techs |
| Stage 4 | Always-on | New quotes auto-enrolled; Monday reports by advisor every week |
Ownership
The company now owns a complete view of its sales pipeline.
A ranked list of open quotes and replacement-ready homes
Approved follow-up messages for premium systems
Report and option templates with its own pricing
Every Monday report by advisor
Operational Impact
No quote is left after one follow-up anymore. Homeowners who take months to decide get a steady, respectful process, and advisors close more of the estimates they've already written. Techs show every customer the full set of choices, so repair tickets reflect the work, and aging systems reach sales before they fail.