CALL FLOW OVERVIEW
- Answer the call within three (3) rings
- Use the approved greeting
- Determine the nature of the call
- Gather required customer and job information
- Build value before discussing fees
- Ask for the business and book the call
- Set arrival window expectations
- Collect payment method to hold appointment
- Confirm appointment details
- Notify assigned technician
REQUIRED GREETING SCRIPT
“Thank you for calling Gold Eagle Services, this is [Name] speaking. How can we help you today?”
- Speak clearly and confidently
- Smile while talking — customers hear it
- Once the customer’s name is known, use it naturally throughout the call
ACTIVE LISTENING & REASSURANCE
Early in the call, acknowledge the customer’s concern:
Examples:
- “I’m sorry to hear that.”
- “That must be frustrating.”
- “We can absolutely help with that.”
This reassures the customer before logistics begin.
STEP 1: CUSTOMER & PROPERTY VERIFICATION
Have we been to the property before?
If no, collect and verify:
- Customer name (correct spelling)
- How they heard about us (marketing source)
- Property address
- Residential or Commercial
- Email address (correct spelling)
STEP 2: GATHER JOB INFORMATION
Ask relevant discovery questions:
- “Do you know how old your current system is?”
- “Just to confirm, you are the homeowner, correct?”
- “Are there any special instructions I should note?”
- Gate codes
- Parking restrictions
- Roof or attic access
- Pets on site
Good notes = smoother technician experience.
STEP 3: BUILD VALUE (BEFORE PRICING)
Purpose: establish trust and professionalism before fees are discussed.
Script guidance:
“To tell you a little about who you’re working with, we’ve been in business for several years, and if you look us up you’ll see we have nearly a perfect 5-star rating from our customers. We take pride in treating people like family and doing things the right way.”
Then transition into scheduling:
“Would you prefer a morning or afternoon appointment?”
STEP 4: SERVICE EXPECTATION — HVAC SERVICE CALLS
Service Fee Disclosure
- Weekday Residential: $79
- Weekend Residential: $179
- Weekday Commercial: $179 + tax
- Weekend Commercial: $350 + tax
Service Call Script
“We’ll send a trained and qualified service expert in a fully stocked van to assess what’s going on and explain your options. With your approval, most work can be completed the same day. While the technician is there, they’ll perform a thorough evaluation of the system.”
“The service fee is [amount]. I have you down between [arrival window]. That arrival window reflects when the technician is expected to arrive. It’s not a guaranteed start or completion time. If we have someone free up earlier, would it be okay to send them sooner?”
STEP 5: COMFORT SPECIALIST – FREE CONSULTATION (WEEKDAY ONLY)
Discovery Questions
- “How many systems are in the home?”
- “Is the system currently down or still operating?”
- “What timeframe are you considering for replacement?”
- “Where is the system located — attic or closet?”
Comfort Consultation Script
“We’ll send a trained and qualified comfort specialist to assess everything and provide upfront pricing. They’ll perform a thorough evaluation of the home and systems, and once completed, we’ll verify that you’re completely satisfied.”
“We accept all major credit cards, checks, and offer financing options. I have you down between [arrival window]. If someone becomes available sooner, would it be okay to send them early?”
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STEP 6: CREDIT CARD HOLD (REQUIRED)
After confirming a time:
“How will you be paying for our services today?”
This sets the expectation that:
- Work will be performed and payment is due upon completion
“To reserve the appointment, we do require a card on file. If payment is made by check, the card will not be charged.”
- No card = no confirmed appointment
- Customer may update card with technician or pay with check
STEP 7: CONFIRMATION & SUMMARY
Repeat:
- Date
- Arrival window
- Address
- Best phone number
- Email address
End confidently and positively:
“The technician will call about 30 minutes before arrival. We appreciate your business and look forward to taking care of you.”
ADDITIONAL TOPICS
“While the technician is there, were there any hot or cold spots, musty smells, or other comfort concerns you’d like them to take a look at?”
“We actually have a way to waive that service fee completely through our Membership plans. Would you like to hear more about that?”
TECH RUNNING LATE SCRIPT
If a technician is running behind:
“Hi Mrs. Jones, this is [Name] with Gold Eagle Services. The technician is running a bit behind while taking care of another customer. We wanted to let you know they may arrive later than originally planned. Would that still work for you?”
Always document the conversation.
FINAL NOTE
This playbook exists to:
- Protect technician time
- Improve booking consistency
- Reduce confusion
- Create a predictable customer experience
Mastery comes from understanding the flow, not memorizing scripts.
