Summary
A mid-sized HVAC contractor in Tyler, Texas moved from a run-and-gun $1.2M operation to a disciplined $3.6M business in one year. The shift came from turning every maintenance and repair visit into a predictable lead-flip path—without burning customer trust.
What We Changed
- Defined repair vs. replace matrix: Replace when safety/efficiency risks are high or repairs exceed 25–30% of replacement; repair only minor, isolated issues (e.g., capacitor) that restore full function.
- Role clarity: Maintenance techs document and flag; service techs repair and flip; comfort advisors sell; warranty techs protect install quality; office routes flips in real time.
- Standardized comfort advisor process: Validate pain, show the matrix, present 2–3 system options with financing, close on-site or next-available slot.
- Friends-and-family plan ($19.99/mo): 2 visits/year (heat + cool), 20% off future work, priority fees waived. Predictable touchpoints produced credible replacement opportunities.
Lead-Flip Workflow
- Maintenance tech finds a replace trigger → alerts office → comfort advisor dispatched immediately.
- Service tech stabilizes major repairs → flips to office if matrix says replace → advisor quotes.
- Warranty techs close the loop on installs to reduce callbacks and preserve trust.
Results
- Revenue: $1.2M → $3.6M in 12 months.
- Replacement close rate (advisor-led): 48% → 62%.
- Membership penetration: <5% → 42% of active customers.
- Average replacement ticket: +18% with options + financing.
- Callbacks on installs: -22% from warranty QA loop.
Why It Worked
- Trust first: techs did not sell; advisors did. Customers trusted the flip.
- Speed: same-day/next-day advisor arrival lifted close rates.
- Simplicity: one membership, clear benefits, autopay.
- Data discipline: consistent records justified flips and protected margins.
Where We’d Start With You
- Publish a one-page repair/replace matrix and train every tech.
- Separate “find” from “sell”—give sales back to comfort advisors.
- Launch a simple membership (2 visits, priority, discounts) with autopay.
- Script the flip (words, who calls, how fast advisor arrives) and track every handoff.
Want this lead-flip engine in your shop? Let’s talk.