What do you do when the phone isn't ringing in your HVAC business?

November 16, 2022

Tagged:: Maintenance,; Process,; Cash Flow,; Outbound Calling,; CSR,; Seasonality

Do you feel the pain from a lack of cash flow in the shoulder months?

Learning how to implement an outbound calling strategy is important!
The purpose of CSR in a company is to book appointments and keep the techs busy. And that means year-round, even when the phones aren't ringing with demand calls.

So if the phone is not ringing because it is slow, that means they need to be dialing so that each week all appointment slots get filled.

I want to share some math on it:

If you have 5,000 previous customers in your database and you had your CSRs start to call them with a good call script, about every 15 outbound phone calls should result in an appointment booked for a paid tune-up.

This would be around 330 new appointments booked. If your techs have a $250/average ticket on tune-ups, that would be an additional $82,000 in revenue.

Of those 330 appointments, using conservative metrics of a 35% opportunity rate, there would be around 115 systems that are 10 years or older.

If your techs have a closing rate of 20% on opportunities, there would be 23 new system sales.

With a $9,000 average ticket, that is almost $207,000 of additional revenue in equipment sales, and if we add in the amount from service, getting close to an additional $300,000 total sitting there in your database waiting to get added into your slow months this offseason.

Further, there are additional revenue opportunities with IAQ and other add-ons.
Most importantly, capturing them into your pipeline by selling a Maintenance Agreement will lead to even more equipment sales in the future.

That's a lot of opportunities!

Want to learn more about these KPIs, outbound call scripts, and how to maximize these opportunities? Contact us!