The Heat Pump Close System
Client identity withheld.
Results
$51K
Booked and signed revenue in 90 days, at the shop's own prices
3 of 21
Stalled heat pump and system quotes signed, worth $40K
$260K
Unsigned quotes found in the audit
11 of 11
New installs warranty-registered before the deadline
58 sec
Median first reply to online leads, down from 2h 50m
23% → 38%
Online leads that booked a visit
Company Profile
Company
Residential HVAC shop moving more of its replacements to heat pumps. ~$1.2M revenue, 4 service techs, 1 installer, the owner selling, and 1 office manager. ~1,800 past customers.
Stack
Field-service management software, a quoting tool, manufacturer warranty portals, local utility rebate portals, Google Local Services Ads and a website form.
Operating Need
Close more heat pump quotes by making rebates and financing clear, and stop losing warranty coverage on new installs.
The Challenge
Heat pumps were becoming a bigger share of the shop's replacement work, but they came with a higher sticker price and more homeowner questions. Quotes often stalled on cost, even when utility rebates would have lowered it, because nobody had time to work out which rebates applied and follow up. After installs, warranty registrations depended on someone remembering, and a few had already missed the window. Online leads waited hours for a reply.
The Audit
We reviewed 12 months of quotes, every install from the past 18 months, and 90 days of lead response times.
Patterns Found
- 21 unsigned heat pump and system quotes from the past 12 months, totaling $260K
- Most stalled quotes never mentioned the rebates the equipment qualified for
- 3 of 34 installs in 18 months had missed the manufacturer's registration window
- Rebate paperwork was claimed on fewer than half of eligible installs
- Online leads waited a median of 2 hours 50 minutes for a first reply
- Only 23% of online leads ended up booked
The quotes weren't losing on value. They were losing on unanswered questions about price, and rebates were the answer nobody was giving.
The Architecture
Four systems working as six parts, built around the heat pump sale from first lead to registered install.
Open-Quote Audit
Ranked all 21 open quotes by value, age and winnability.
Rebate Check
Checks which utility and manufacturer rebates each quoted system qualifies for, so the advisor can show the real final price.
Quote Closer
Three follow-ups from the owner's name within 14 days. The second explains financing, monthly payment and confirmed rebates; the third offers to hold an install date.
Warranty Registration
Captures model and serial numbers at install and registers the warranty before the deadline, then prepares rebate forms for the customer to sign.
60-Second Lead Responder
Texts every online lead by name within 60 seconds, learns the problem and books the visit.
Monday Recovered Revenue Report
One page every Monday with quotes signed, installs registered, leads booked and dollars signed.
How the System Operates
The system answers questions, tracks rebates and handles paperwork. The owner still owns every price conversation and every close.
- Rebates are only mentioned once the equipment's eligibility is confirmed
- Price and discount questions always go to the owner; the system never discounts
- Nothing goes out until the owner approves it in writing
How It Flows
- 1A quote is written, and its rebates are checked
- 2If it stalls, three follow-ups answer cost, financing and rebate questions
- 3Signed jobs are installed, registered and sent rebate forms
- 4Every signed quote and registration is logged on the Monday report
Rebate forms are sent to the customer to sign; nothing is filed without their signature.
Implementation
| Stage | Focus | Key Results |
|---|---|---|
| Stage 1 | Quote and install audit | $260K in unsigned quotes ranked; 3 missed registrations found |
| Stage 2 | Setup and approval | Rebate rules set up by equipment line; follow-up messages approved |
| Stage 3 | Launch | All 21 quotes followed up within 14 days; Lead Responder live on every source |
| Stage 4 | Always-on | Every new install registered and rebate forms prepared; Monday reports every week |
Ownership
The shop now has a heat pump sales process and install records that are its own.
A ranked list of open quotes with rebate eligibility
A warranty registration log with model and serial numbers for every install
Approved follow-up messages that answer the common heat pump questions
Every Monday report
Operational Impact
Heat pump quotes now come with the final price after rebates, so homeowners decide on real numbers. Stalled quotes get answers instead of silence, and every install leaves with its warranty registered and its rebate paperwork ready. Online leads hear back in under a minute, while they're still comparing companies.