Every call is a full system and IAQ evaluation, not just a spot repair.
Step 1: Job & Schedule Verification
Before arriving:
- Review both the Job List and Schedule screens
- Confirm:
- Customer name and address
- Job type
- Notes, history, and prior estimates
Some events may appear only on the Schedule and not the Job List.
Step 2: Arrival, Parking & Approach
- Park where your vehicle is visible to the customer when possible
- Review job notes one last time
- Put on booties before knocking
- Approach the door professionally and confidently
First impressions matter.
Step 3: Initial Interaction & Expectation Setting
- Greet the customer
- Confirm the reason for the visit and service/consultation fee
- Thank them for their business
Use the following language:
“Part of my responsibility today is to provide you with 5‑star service. Is there anything specific you’ve been experiencing that you’d like me to look at while I’m here?”
- Encourage the customer to walk with you when appropriate
- Ask about system history, comfort issues, past repairs, humidity, odors, or health concerns
Step 4: Thermostat First
Every call begins at the thermostat.
- Verify:
- Mode of operation
- Setpoints
- Programming or schedules
- Error codes or alerts
- Take photos and document
- Ask the customer:
- When the issue started
- How often it occurs
- Any recent changes to the home
Step 5: Indoor Unit & Attic Evaluation
Next, move to the indoor unit / attic.
Inspect and document:
- Air handler or furnace
- Drain lines and pan
- Electrical connections
- Filter condition and size
- Plenum condition
IAQ Requirement (Every Call)
- Snake the supply plenum
- Inspect for:
- Growth
- Spotting
- Rust
- Moisture
- Insulation degradation
Any growth, staining, or corrosion must be photographed and documented, regardless of the original call reason.
Step 6: Ductwork & Insulation Overview
While in the attic or crawlspace:
- Inspect visible ductwork
- Note:
- Disconnections
- Collapsed or damaged ducts
- Poor airflow paths
- Evaluate insulation type and coverage
- Document deficiencies with photos
This step supports long-term system health and IAQ recommendations.
Step 7: Outdoor Unit Evaluation
Move to the outdoor unit last.
Inspect and document:
- Coil condition
- Refrigerant lines
- Electrical components
- Clearances and airflow
- Signs of corrosion, damage, or leaks
Take clear photos of any concerns.
Step 8: Diagnosis & Communication
- Compile findings
- Identify the root cause(s)
- Clearly explain:
- What you found
- Why it matters
- What should be addressed now vs later
Let the customer know:
“I’m going to put together a few options for you in my truck so you can clearly see the best path forward.”
Step 9: Quote Review & Decision Support
- Present pricing options:
- Present the top recommended option first
- Review membership benefits – Always applicable
- Use photos to support your explanation
- Educate without pressure
- Answer questions clearly and calmly
Your role is to guide, not push.
Step 10: Work Completion, Clean‑Up & Close‑Out
- Perform approved work
- Clean the area as if you were never there
- If follow-up is required:
- Check availability with the customer
- Call the office to confirm
- Schedule in Workiz
Before leaving:
- Confirm satisfaction
- Prompt for a review
- Offer a business card
- Thank the customer sincerely
Leave the home better than you found it.
Non‑Negotiables
- Thermostat → Indoor Unit → Attic → Outdoor Unit (Every Call)
- IAQ inspection is mandatory on all service calls
- Photos and documentation are required
- Professional communication at all times
This call flow ensures consistency, trust, and best‑in‑class service on every visit.
