The Next-Generation Sales System
Client identity withheld.
Results
$86K
Booked and signed revenue in 90 days, at the shop's own prices
4 of 33
Stalled system quotes signed, worth $42K
2
Replacements signed from 380 ranked homes, worth $22K
2
Systems chosen on-site from good-better-best options, worth $22K
$410 → $468
Average repair ticket
27 of 27
New installs warranty-registered before the deadline
Company Profile
Company
Second-generation residential HVAC company. ~$2.05M revenue, 7 service techs, 2 installers, the founder's son leading sales, and 2 office staff. ~3,400 past customers.
Stack
Field-service management software, tablets in every truck, a quoting tool, manufacturer warranty portals, financing partner portal.
Operating Need
Give the new sales lead a working pipeline from day one, and raise ticket quality without pressuring customers.
The Challenge
The founder had sold every replacement from memory and relationships for 25 years. When his son took over sales, that knowledge didn't transfer. He inherited 33 unsigned quotes with no notes and a customer database nobody had ever mined. In the field, techs wrote short notes and usually offered one repair option, so customers rarely understood their choices. Warranty registrations depended on the office remembering.
The Audit
We reviewed 12 months of quotes, the full service history, a month of job notes and every install from the past 18 months.
Patterns Found
- 33 unsigned system quotes from the past 12 months, totaling $363K
- 380 homes had a system 15+ years old, 3+ repairs in two years, or old R-22 refrigerant
- 58% of job notes were under 15 words
- Only about 1 in 5 repair visits presented more than one option
- 4 of 41 installs in 18 months missed the warranty registration window
- Rebates were claimed on fewer than half of eligible installs
The new sales lead didn't need more leads. He needed the pipeline his father kept in his head, written down and worked.
The Architecture
Four systems working as six parts, built to hand the next generation a sales process.
Replacement Opportunity Finder
Scored every home's service history and ranked the 380 strongest replacement candidates, with a short brief for each.
Replacement Outreach
Sent a personal message to top-ranked homes about system age, likely savings and current rebates, with an estimate offer.
Quote Closer
Three follow-ups from the sales lead's name within 14 days, then automatic enrollment of every new quote.
Talk-to-Report
Techs speak their findings, and the system writes a clean customer report with photos and detailed notes for the job record.
Good-Better-Best Options
Builds three clear options on the tablet, from the single repair to full replacement with a monthly payment, and flags aging systems to sales.
Warranty and Rebate Handler
Registers every install before the deadline and prepares rebate forms. The Monday report covers signed quotes, tickets and registrations.
How the System Operates
The system finds, follows up, documents and registers. Techs and the sales lead 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 sales lead
- Rebates are only quoted once eligibility is confirmed
How It Flows
- 1Quotes and service records are ranked, and outreach goes out
- 2On repair visits, techs speak findings and present three options
- 3Interested homeowners get an estimate or sign on the tablet
- 4Installs are registered, and every result is logged on the Monday report
The sales lead gets a written brief on every home before the estimate.
Implementation
| Stage | Focus | Key Results |
|---|---|---|
| Stage 1 | Pipeline audit | $363K in unsigned quotes and 380 replacement-ready homes ranked |
| Stage 2 | Sales launch | Quote Closer and replacement outreach live under the sales lead's name |
| Stage 3 | Field rollout | Talk-to-Report and three-option builder piloted with 3 techs, then all |
| Stage 4 | Installs | Warranty and rebate handling live on every install; Monday reports every week |
Ownership
The founder's knowledge is now a written, working pipeline the next generation owns.
A ranked list of open quotes and replacement-ready homes, with briefs
Report and option templates with the shop's own pricing
A warranty registration log for every install
Every Monday report
Operational Impact
The new sales lead starts each week with a ranked list and a brief on every home, instead of waiting for breakdowns. Techs present clear choices on every repair, customers understand what they're buying, and tickets reflect the work. Every install leaves registered, and the business's history is now an asset rather than a memory.