Example engagement · HVAC
An HVAC company that was losing peak-season calls and quiet estimates
A busy HVAC company with a good reputation and a full schedule most of the summer. The phones ring hardest when the crews are out on jobs, and replacement estimates go out with no planned follow-up.
The situation
Where demandwas leaking.
These are the gaps we would look for first in a business like this.
- 01
Calls during heat waves and cold snaps go to voicemail, and most of those callers do not leave a message.
- 02
After-hours emergency calls are handled by whoever sees the phone first.
- 03
Replacement estimates get one email and then silence.
- 04
Reviews come in only when a customer happens to leave one.
What we set up
The systems.A mix of both.
Everything lives in the business's own accounts, and the team learns how each part works.
- 01
AI receptionist
We set up an AI receptionist for overflow and after-hours calls, with triage rules for urgent jobs and a missed-call text-back.
- 02
Follow-up & funnels
We taught the office manager to run a follow-up sequence for every estimate, with texts, emails and call reminders.
- 03
Reviews & referrals
We taught the team to ask every customer for a review right after the job, with a direct link.
- 04
SEO & Google Business Profile
We completed the Google Business Profile and added a page for each core service.
How it went
Five stages.In this order.
This is the path an engagement like this follows.
- 01
Diagnose
We reviewed call handling, how estimates were tracked, and what the Google profile and reviews looked like today.
- 02
Design
We chose an order: stop missing calls first, then follow up on estimates, then build reviews and search visibility.
- 03
Build
We set up the receptionist and text-back, and worked with the office team on the estimate sequence.
- 04
Optimize
We reviewed call transcripts and estimate outcomes each week and refined the answers and messages.
- 05
Own
The team ran the systems from their own accounts, with playbooks for each one.
What we would measure
- Calls answered versus missed, by hour and season
- Time from new inquiry to first reply
- Estimates followed up on, and how many were accepted
- Reviews earned each month
- Calls and booked jobs from Google
Questions
Common questions.
Is this a real client?
No. This is an example engagement showing how we approach a common HVAC situation. It contains no client name and no results.
Would I get the same approach?
Every plan starts with the Diagnose stage, so the order and mix of teaching and setup depend on your business.