The Quote Continuity System
Client identity withheld.
Results
$132K
Booked and signed revenue in 90 days, at the shop's own prices
7 of 58
Stalled system quotes signed, worth $80K
2 of 18
Orphaned quotes from the departed advisor signed, worth $23K
33% → 37%
Close rate on new quotes
3 in 14 days
Follow-ups every new quote now receives
12% → <2%
Local Services calls left with no response
Company Profile
Company
Residential HVAC company focused on repair and replacement. ~$3.0M revenue, 8 service techs, 2 install crews of 2, 2 comfort advisors (down from 3) and 2 CSRs. ~4,200 past customers and ~520 maintenance plan members.
Stack
Field-service management software, a proposal tool for good-better-best system quotes, financing partner portal, Google Local Services Ads.
Operating Need
Make quote follow-up consistent across advisors, recover the departed advisor's quotes, and lift the close rate without discounting.
The Challenge
Replacements drove most of the company's revenue, and its comfort advisors wrote about 35 system quotes a month. Follow-up depended entirely on each advisor's habits. One followed up four times; another gave up after one call. When an advisor left in the spring, 18 of his open quotes were never reassigned, and those homeowners stopped hearing from the company. The owner could see the close rate slipping but couldn't tell whether it was the quotes, the people or the follow-up.
The Audit
We ran the Open-Quote Audit across both current advisors and the departed one, and ran the Local Services Missed-Call Check.
Patterns Found
- 58 unsigned system quotes from the past 12 months, totaling $661K
- 18 of those quotes, worth $205K, belonged to the departed advisor and were never reassigned
- Follow-up ranged from 1 to 4 contacts depending on the advisor, with no shared process
- The close rate on new quotes was about 33%
- 12% of Local Services calls went unanswered, mostly at lunch and after 5pm
- About 1,900 past customers hadn't been contacted in over a year
The company didn't have a sales talent problem. It had a follow-up consistency problem, and the advisor's departure exposed it.
The Architecture
Built on our Revenue Recovery System, configured with the Quote Closer as the lead engine and everything else feeding one scoreboard.
Revenue Leak Audit
Ranked all 58 open quotes by value and winnability, flagged the 18 orphaned quotes, and mapped missed Local Services calls.
Past-Customer Wake-Up
Cleaned 4,200 customers to 3,600 reachable numbers and sent two personal texts per group, prioritizing older systems likely to become replacement quotes.
Quote Closer
Three follow-ups within 14 days on every quote, from the current advisor's name. Orphaned quotes were reassigned before follow-up began.
Call Handling
An AI assistant in backup mode that picks up after 3 rings, at lunch and after hours, identifies itself as virtual, follows the owner's emergency rules, and books routine work.
Plan Renewals
Renewal reminders, failed-card rescue and a one-time plan offer to every new system buyer and repair customer.
Monday Recovered Revenue Report
One page every Monday showing quotes followed up, replies, quotes signed and dollars signed, by advisor and company-wide.
How the System Operates
The system makes follow-up consistent across advisors. Advisors still handle every price conversation, every in-home visit and every close.
- Every quote gets the same three follow-ups, whoever wrote it
- Price, discount and competing-quote conversations always go to a live advisor; the system never discounts
- Follow-ups stop the moment a homeowner replies
How It Flows
- 1A quote is left unsigned, or an advisor leaves and their quotes are reassigned
- 2Three approved follow-ups go out within 14 days from the current advisor's name
- 3Simple questions are answered with approved facts, and price questions go to the advisor
- 4Every signed quote is logged on the Monday report by advisor
Orphaned quotes are reassigned by the owner before any follow-up is sent.
Implementation
| Stage | Focus | Key Results |
|---|---|---|
| Stage 1 | Revenue Leak Audit | $661K in unsigned quotes ranked; 18 orphaned quotes worth $205K identified |
| Stage 2 | Setup and approval | Orphaned quotes reassigned; follow-up messages approved for each advisor; texting number registered with carriers |
| Stage 3 | Launch | All 58 quotes followed up within 14 days; Call Handling live; wake-up batches sized to open slots |
| Stage 4 | Always-on | Every new quote auto-enrolled; Plan Renewals live; Monday reports by advisor every week |
Ownership
Quote follow-up is now a company process, not an individual habit, so it stays when people leave.
A ranked, assigned list of every open quote
One approved three-message follow-up set used by every advisor
A cleaned customer list sorted by system age
Monday reports by advisor and a summary of every call
Operational Impact
When an advisor leaves, their quotes no longer leave with them. Every homeowner who gets a quote hears back the same way, on the same schedule, so the close rate no longer depends on which advisor walked into the house. Advisors spend their time in homes and on real price conversations, and the owner sees close rates by advisor every Monday and can coach with real numbers.