HVAC Call Scripts: Templates for Booking More Jobs

Caller: "Hi, my AC isn't cooling."

You: "I'm sorry to hear that — let's get you some help. Is the system running but not cooling, or is it not turning on at all?"

Caller: [Describes problem]

You: "Got it. That could be a few things — refrigerant, compressor, or capacitor issue. We'll need a tech to diagnose it. What's your address?"

Caller: [Gives address]

You: "Perfect, you're in our service area. I have availability tomorrow between 9-11 AM or Thursday afternoon 2-4 PM. Which works better for you?"

Caller: [Picks time]

You: "You're booked. Our diagnostic fee is $89, which gets applied to any repairs. You'll get a text confirmation and a reminder the day before. Anything else I can help with?"

Caller: "How much do you charge to fix an AC?"

You: "It depends on what's wrong with it. Our diagnostic fee is $89, and our tech will tell you exactly what's going on and give you a price before doing any work. Most repairs run between $150-500 for common issues like capacitors, contactors, or fan motors. What's happening with your system?"

Caller: [Describes problem]

You: "Got it. That's probably X or Y issue. If it's a capacitor, you're looking at around $200-300 including the diagnostic. If it's compressor, that's more significant. Want me to schedule a diagnostic so you know for sure?"

You: "Before I let you go — when's the last time your furnace was serviced? A lot of people forget about it until winter hits."

Caller: "I don't remember."

You: "No worries. Want me to add a furnace tune-up to this visit? We can do both for $149 instead of $89 each. Two birds, one stone."

You: "Are you on our Comfort Club?"

Caller: "What's that?"

You: "It's $19/month and includes both tune-ups — AC and heating — plus 15% off repairs, priority scheduling, and no after-hours fees. Most members save $200-400 a year."

Caller: "Maybe later."

You: "No problem. I'll make a note to follow up after your visit. You might want it after you see what a tune-up catches."

You: "Totally understand. Our diagnostic is $89 — that tells you exactly what's wrong. Most repairs are $150-500 for common issues. Want me to give you a rough estimate based on what you're seeing? What's the system doing?"

[Qualify the problem, then]

You: "Based on that, it's probably X, which runs around $X. Our tech can confirm and you can decide then. Want me to schedule the diagnostic?"

You: "I get it — repairs add up. The good news is the $89 diagnostic fee gets applied to the repair, so you're not paying it twice. And we have financing available if that helps — some customers pay as little as $X/month. Want me to schedule and have the tech go over options?"

You: "Of course. Would it help to schedule a time when both of you are home? That way the tech can explain everything and you can decide together."

Or:

You: "No problem. Can I send you a text with our info so you can discuss? What number should I use?"

You: "Sure thing. Just so you know, we're booking X days out right now, so if you want this week, I'd grab a spot. Can I put a tentative hold on [time slot] for you? I can call you back in an hour to confirm."

You: "That's fair — everyone shops around. Can I ask what they're including? Sometimes lower quotes leave out things like warranty, permits, or specific parts. We offer [specific differentiator: 2-year warranty, licensed techs, same-day service, etc.]. Happy to walk you through what we include."

You: "Hi [Name], this is [Company] following up on the estimate we sent for your AC replacement / repair. Did you have a chance to look at it? Any questions I can answer?"

[If they have objections, address them]

[If they need time:]

You: "No rush. Just wanted to make sure you got it and didn't have questions. When would be a good time to check back in?"

Text: "Hi [Name], confirming your HVAC appointment tomorrow [date] between [time]. Your tech is [Name]. Reply YES to confirm or RESCHEDULE if you need a different time."

You: "Hi [Name], this is [Company] checking in on your AC repair. Everything still running well?"

[If yes:]

You: "Great to hear. By the way — are you on our Comfort Club? Members get 15% off repairs, two tune-ups a year, and priority scheduling. Would've saved you $X on this repair. Want me to sign you up?"

You: "Hi [Name], this is [Company]. We serviced your AC back in [year] and wanted to check in before summer. How's the system running?"

[If issues:] "I can get someone out to take a look. Does [day/time] work?"

[If fine:] "Great. Have you had a tune-up recently? Most systems need one yearly to run efficiently."

You: "Hi [Name], this is [Company] following up on the estimate we gave you for [service] a few months ago. Did you end up getting that taken care of?"

[If no:] "No problem. Prices may have changed — want me to send a fresh estimate?"

[If yes, went elsewhere:] "Got it. Mind if I ask what made the difference? Always looking to improve."