New Customer Onboarding Checklist for HVAC Technicians

Determine immediately if they have no heat/cooling, a carbon monoxide alarm, or a strange smell to prioritize their spot in the queue.

Ask how old the unit is and the brand (e.g., Carrier, Trane) so you know if parts are likely in stock or if it's a candidate for a $12,000 replacement.

Tell them clearly that the $79-$129 fee covers the trip and finding the problem, not the actual repair, to avoid arguments on the doorstep.

When you are handling refrigerant or stuck in a crawl space, let SkipCalls take the call so customers don't hang up and call the next guy.

Ask if they know if it uses R-22 (older/expensive) or R-410A so you can set expectations on the cost of a recharge.

Ask the customer to clear items away from the furnace in the basement or the air handler in the attic before you arrive.

Ensure dogs are put away so you don't have to worry about a door being left open while you're carrying heavy tools.

Sending a photo of yourself via text builds trust before you even ring the doorbell and lets them know you are 15 minutes out.

For commercial or tight residential jobs, ensure there is a spot for a high-roof van near the mechanical room entrance.

Put on shoe covers before stepping inside to show you respect their home; this small step justifies higher labor rates.

Don't just fix the blown capacitor; check the contactor, refrigerant levels, and static pressure to find other potential failures.

Take clear photos of the data plate for your records to ensure future parts orders are 100% accurate.

Give them the 'patch' fix, the 'proper' repair, and the 'system replacement' quote to let them choose their budget.

Offer a $150-$200 annual plan that includes two clean-and-checks to guarantee you recurring revenue during the slow shoulder seasons.

Avoid chasing checks; use a mobile tablet to take payment immediately after the unit kicks back on.

Place a sticker with your phone number on the furnace or outdoor condenser so they know who to call next time it breaks.

If you fixed a furnace in January, book their AC tune-up for May right there on the spot.