Condensing units are already starting to kick on in many parts of the country, and it’s just a matter of time before equipment starts breaking down.

Before you know it, your service technicians will be running the wheels off their trucks trying to respond to service requests. Unfortunately, this is also the time when there is a strong temptation to stop testing system performance and just triage the service calls in front of you.

Most contractors fall into the trap of letting service techs put off air-side test procedures because there are too many calls to handle. The truth is it only takes five minutes to do a basic static pressure test and record the results.

Even when things are busy, taking these few extra minutes often makes the difference between a mediocre year and a great one for many High-Performance HVAC companies.

Follow-up Right Away or Defer?

Many salespeople are tempted to put off leads from service in favor of new customers calling for replacement quotes. In truth, service-generated leads more likely will result in higher priced work with little or no competition.

You can take better care of existing customers, plus you will win more profitable jobs instead of competing with all the low-bid companies out there.

When a system is performing poorly, and a replacement is warranted, be sure your salespeople follow up immediately. For example, when your salesperson finds statics so high that poor airflow will cause frozen coils and equipment failure.

Deferrable Leads

When the equipment is fairly new and working OK, follow-up can be deferred to your slower season when you need work to keep your team busy.

Think of it like a squirrel storing away acorns for the winter. Each lead is an acorn that you can choose to bring out as needed during your slow season. This will keep your company profitable and your team healthy and well-fed.

Create a Followup System

The key to success with this approach is to create a system your service technicians and salespeople can easily follow. Your system should consistently provide guidelines on whether to defer a lead or follow-up right away. The system should also include a mechanism that triggers follow-ups so the leads are not lost or forgotten.

A great way to follow-up on these leads is to have someone in your office review your service tickets and rate the severity of the deficiencies found in testing. You can rate them from A through D, with A being the highest priority.

Keep these leads in a file and create a reminder in your CRM software to send a letter to your customer that shares your findings in plain language.

The letter should include several questions about health, comfort, and energy use. This helps your customer understand the connection between your findings and what they may be experiencing. Start with your A leads working through to your D leads as your slow season progresses.

NCI’s “Important Test Results” system is designed to accomplish all of the above.

This approach has made a huge difference for many contractors in leveling their workload, while keeping good technicians and installers employed and busy during off seasons. It also maintains higher year-round profitability.

If interested in getting a free “Important Test Results” letter and materials, go to to send me an email.