Every fix from the videos. Free, ready to copy.
You commented FIX, so here's all of it. Every script, text and checklist from my Reels, written out so you can use it today with just your phone.
I've never run an HVAC or plumbing company. I build call answering systems and I read the industry data. Every number on this page has its source right next to it.
What missed calls cost you
Invoca's 2024 data says about 27% of calls to home service companies don't get answered, and fewer than 3% of people who hit voicemail leave a message. Put in your numbers.
Guess for now. Count them for real this week (section 2).
The average HVAC shop booked 38% of calls (ServiceTitan, 2022 data). Plumbing was 43%.
The average HVAC repair was $1,205 in 2025 (Housecall Pro).
Jobs you probably didn't get, every week
3.8That's about $4,579 a week, or $238,108 a year.
This is a rough guess, not a promise. It assumes the people you missed would book at the same rate as the people you answered.
Count your missed calls this week
You can't fix a number you haven't seen. So for 7 days, open the notes app on your phone and make a table. Every missed call goes in, even the ones you think are spam.
Date | Time | Number | Left voicemail? | Called back? | Minutes until I called back | Booked / Lost / Spam
Fill it in at lunch and at the end of the day. Don't skip the weekend.
At the end of the week, look at:
- Total missed calls. That's the first number in the calculator above.
- How many left a voicemail. Invoca's 2024 data says fewer than 3% do. See if yours matches.
- How many you actually reached when you called back.
- What time they bunch up. Lunch? After 5? Saturday morning? That tells you where to fix first.
- How many were real customers and how many were spam. Only count the real ones.
Or skip it: You get a text summary after every call, so the count happens on its own. That's what I set up.
Fix your voicemail
Fewer than 3% of callers sent to voicemail leave a message (Invoca, 2024). A better greeting won't change that much. But it costs nothing and catches a few, so do it.
Rules for the greeting:
- Keep it under 20 seconds.
- Tell them to text. A lot of people would rather text than leave a voicemail.
- Say exactly when you'll reply.
- Give emergencies a way to jump the line.
Hi, you've reached [Company Name]. I'm on a job right now and can't pick up. Text this number with your name, your address and what's going on, and I'll reply within 30 minutes. If it's an emergency, put the word EMERGENCY in your text and I'll call you back first.
Hi, you've reached [Company Name]. We're closed right now. Text this number with your name, address and what your system is doing. If you have no heat or no cooling and someone in the home is elderly, sick or a baby, put URGENT in your text and we'll call you tonight. Everyone else hears from us by 8 a.m.
Hi, you've reached [Company Name]. We're closed right now. If water is running and you can't stop it, first shut the valve under the fixture or your main water valve. Then text this number with URGENT, your name and your address, and we'll call you back tonight. For anything else, text us the details and we'll reply by 8 a.m.
Honest note: a better voicemail is still a missed call. Record it, then move on to the real fix, which is someone picking up.
Or skip it: Nobody reaches voicemail. The call gets picked up, the caller talks to someone, and you get a text with the details. That's what I set up.
Text back every missed call
Harvard Business Review (Oldroyd and others, 2011) found companies that replied to a lead within an hour were about 7 times more likely to qualify it than companies that waited longer. A text a minute after a missed call is a lot better than a callback two hours later.
- Look in your phone's call or message settings for an auto-reply option. Some phones can send a text when you decline a call.
- If you use a business phone app or a business line from your carrier, look for a missed call auto-text. A lot of them have it.
- If your phone has nothing, save the text below as a pinned note and send it the second you see a missed call. Two taps.
- Whatever you use, test it. Have a friend call you and don't pick up.
Hi, this is [Your Name] with [Company Name]. Sorry I missed you, I'm on a job. Text me your name, address and what's going on and I'll get back to you within 30 minutes. If it's an emergency, reply EMERGENCY.
Hi, this is [Company Name]. We're closed for the night but I saw your call. Text me what's going on and your address. If it's urgent (no heat, no cooling, water you can't shut off), reply URGENT and I'll call you back tonight. Otherwise you'll hear from me by 8 a.m.
Hi, this is [Company Name]. It's the weekend so we're running a smaller crew, but I saw your call. Text me your address and what's happening. Emergencies get a call back today. Everything else gets booked first thing Monday.
Or skip it: There's no missed call to text back, because the call gets answered. That's what I set up.
Reply to new leads in minutes
Same Harvard Business Review number: reply within the hour and you're about 7 times more likely to qualify the lead. And in ServiceTitan's 2025 report, 64% of contractors said the phone is the main way customers reach them.
The first hour, for any new lead (form, missed call, text, Google message):
- Minute 0: call them.
- No answer: send text A right away.
- Minute 30: call again.
- Minute 60: send text B.
- Next morning: send text C. Then stop chasing and write it in the tracker.
Hi [Name], this is [Your Name] with [Company Name]. Just tried calling about your [AC / furnace / water heater / leak]. When's a good time to talk? Or reply with your address and I can give you a window today.
Hi [Name], still happy to help with the [problem]. I have [Tuesday 2 to 4] or [Wednesday 8 to 10] open. Want me to hold one for you?
Morning [Name], last check from me. If you've already got it handled, no worries at all. If not, reply here and I'll get you booked today.
Date | Name | Phone | Where they found us | Problem | Minutes to first reply | Booked? | Job $
"Where they found us" matters more than it looks. The section on paying for leads is built on it.
Or skip it: The first reply happens on the first ring, every time, and the job gets booked during the call. That's what I set up.
The call script
In ServiceTitan's 2022 data (3,000+ businesses), the average HVAC shop booked 38% of calls and plumbing shops booked 43%. Shops with 25 or more techs booked 59%. Shops with under 5 techs booked 24%. Bigger shops usually have someone whose whole job is answering and booking. A script is how you copy that.
Ask every caller these five things, in this order:
- Name
- Address (or at least the town, so you know you cover it)
- What's going on
- How urgent it is (the triage questions are in the next section)
- When works for them, given as two choices
Then book it. Don't ask "do you want to schedule?" Offer two windows.
Thanks for calling [Company Name], this is [Name]. Who am I speaking with? Great, [Name]. What's the address? And what's your system doing? Is it not turning on, not cooling, making a noise, or something else? Is that the whole house or one area? Okay. I can have a tech out [tomorrow between 8 and 10] or [tomorrow between 1 and 3]. Which is better? Perfect. You'll get a text confirming that. What's the best number for texts?
Thanks for calling [Company Name], this is [Name]. Who am I speaking with? Great, [Name]. What's the address? What's going on? Is it a leak, a clog, no hot water, or something else? Is water still coming out right now? [If yes: Can you shut the valve under the fixture, or your main water valve? Do that first, I'll wait.] Okay. I can have someone out [today between 2 and 4] or [tomorrow between 8 and 10]. Which works? Perfect. You'll get a text confirming that. What's the best number for texts?
To work out your booking rate, count every real customer call for two weeks (not spam, not vendors, not wrong numbers). Then divide booked jobs by real calls. Say 40 real calls and 15 booked: 15 ÷ 40 = 37.5%. Now you have a number to beat.
Or skip it: It asks these questions on every call, HVAC or plumbing, and texts you the answers. That's what I set up.
After-hours and night calls
ServiceTitan's 2025 data says only 10 to 14% of home HVAC calls come in outside Monday to Friday, 8 to 5. So most of your calls are in the day. But the night ones can be the most urgent, and they're the least answered. In ServiceTitan's 2022 data, small shops booked just 9% of calls after 6 p.m. Large shops booked 21%.
Decide what counts as an emergency before the phone rings, so nobody has to decide at 11 p.m.
HVAC, send someone tonight:
- No heat when it's below freezing outside
- No cooling in extreme heat, especially with someone elderly, a baby or someone sick at home
- Smell of gas (they leave the house and call the gas company or 911, then you)
- Burning smell or smoke from the unit
- Carbon monoxide alarm going off (leave the house, call 911)
- Water pouring from the unit onto a ceiling or floor
HVAC, book for the morning:
- Unit is noisy but still running
- Thermostat questions
- Filter, maintenance or tune-up requests
- Small temperature difference between rooms
Plumbing, send someone tonight:
- Water running that they can't shut off
- Sewage backing up into the home
- No water to the whole house
- Burst pipe
- Water heater flooding
- Smell of gas (same rule: leave, call the gas company or 911)
Plumbing, book for the morning:
- One slow drain
- Dripping faucet
- Running toilet (tell them to shut the valve behind it)
- Low pressure at one fixture
- No hot water, as long as nothing is flooding
Is it the whole house or one room? Is anyone in the home elderly, a baby, or sick? What's the temperature inside right now? Do you smell gas or anything burning?
Is water still coming out right now? Can you shut the valve under the fixture, or your main water valve? Is it one fixture or the whole house? Is any sewage backing up? Do you have any water at all in the house?
If you smell gas, leave the house now and call the gas company or 911 from outside. Then call us back.
If there's water near an outlet or your electrical panel, stay away from it. Don't touch it and don't try to mop it. We'll handle it when we get there.
Have your own techs check these lists before you use them. I'm not a tech. They know your area, your equipment and your customers.
On-call setup:
- One person on call per week. Write the rota somewhere everyone can see it.
- That person's phone gets the forwarded calls or the after-hours text.
- Agree what they get paid for a night callout before the first one happens.
- Name a backup. Phones die.
- Whoever's on call uses the triage questions and the lists above. Tonight or tomorrow morning, nothing in between.
Or skip it: It asks the triage questions, sends real emergencies to your on-call tech, and books everything else for the morning. You get a text either way. That's what I set up.
Stop no-shows
Every no-show is a slot you could have given to someone else, plus a wasted drive. These texts help. Send them from the same number every time.
Hi [Name], you're booked with [Company Name] for [Tuesday, March 4] between [8 and 10 a.m.] at [address]. We'll text the day before to confirm. Reply here if anything changes.
Hi [Name], reminder that [Company Name] is coming tomorrow between [8 and 10 a.m.]. Reply YES to confirm, or reply with a better time and we'll move it.
No YES by the evening? Call them.
Morning [Name], [Tech Name] from [Company Name] is on the way and should be there between [8 and 10]. Please make sure someone 18 or older is home and we can get to the [unit / water heater / panel].
Just so you know, if nobody's home when we get there, there's a $[amount] trip charge. Reply here anytime to reschedule and skip it.
Or skip it: It sends the confirmation texts for you. That's what I set up.
Get more Google reviews
BrightLocal's 2026 survey of 1,002 US adults found 97% read reviews when picking a local business. 68% want at least 4 stars. And 74% only care about reviews from the last 3 months. So you don't need 500 reviews. You need a few new ones every month.
Your review link is in your Google Business Profile. There's an option to ask for reviews that gives you a short link. Copy it once and save it in your notes so every tech has it.
Glad that's sorted. If you were happy with today, a Google review would help us a lot. I'll text you the link right now so it's one tap.
Hi [Name], thanks for having [Company Name] out today. If [Tech Name] did a good job, would you leave us a Google review? Here's the link: [review link]. It takes about a minute and it helps a small shop more than you'd think.
Thanks [Name]. Glad [Tech Name] got your [AC / water heater] sorted. We're here whenever you need us.
[Name], I'm sorry this happened. That's not how we want a job to go. I'd like to make it right. Please call me directly at [owner's number] and I'll sort it out myself.
Or skip it: It sends the review request after every job, so it doesn't get forgotten on a busy day. That's what I set up.
Fill the slow season
ServiceTitan's 2025 report found 54% of the contractors doing really well give three options on their quotes. The struggling ones do it on under 10% of jobs. And Housecall Pro says the average HVAC repair went from $818 in 2021 to $1,205 in 2025. Your past customers are the cheapest slow-season work you've got.
Only text people who gave you their number as a customer. No bought lists.
Hi [Name], it's [Your Name] from [Company Name]. We did your [AC / furnace] back in [month]. [Season] is coming, and we're booking tune-ups for past customers this month at $[amount]. Want me to put you down for a time? Reply with a day that works.
Hi [Name], it's [Your Name] from [Company Name]. We fixed your [problem] back in [month]. We're doing water heater flushes and whole-home plumbing checks for past customers this month at $[amount]. Want a time? Reply with a day.
A lot of HVAC contractors charge around $200 a year for a maintenance plan (an older study reported by ACHR News). Yours can be whatever your numbers say.
If you want, we have a yearly plan at $[amount]. You get [two visits a year], [priority scheduling when it's busy], and [a discount on repairs]. Most people do it so they never have to think about it. Want me to add it to today?
Option 1, repair only: fix today's problem. $[amount]. Option 2, repair + tune-up: fix the problem and service the whole system so we catch the next one early. $[amount]. Option 3, repair + yearly plan: today's fix, plus two visits a year and priority scheduling. $[amount] today, then $[amount]/year.
Say all three out loud, then stop talking. Let them pick.
Or skip it: When customers call back about the tune-up, it answers and books them. That's what I set up.
Stop paying for leads you don't book
In 2022 the FTC alleged HomeAdvisor misled contractors about the quality of the leads it sold. That's an allegation about one company. Either way, buying leads only makes sense if you're booking the ones you already get.
Check these before you buy another lead:
- Your booking rate. If you're under the 2022 ServiceTitan averages (38% HVAC, 43% plumbing), more leads mostly make the same problem bigger.
- Your reply speed. If your first reply takes over an hour, fix that before you spend another dollar.
- Your missed call count. If you're missing 10 a week, that's 10 people a week who already called you.
Source | Leads | Booked | Job $ total | What I paid for them
Google, referrals, the truck, repeat customers and lead sites all go on the list. After 60 days you'll know which ones pay.
Or skip it: It can ask every caller how they found you, so that column fills itself. That's what I set up.
If I ran your company
The same lists from the videos. None of it needs software.
Getting to $1M a year
- Answer every call.
- Reply to every lead within an hour.
- Ask for a review after every job.
- Three options on every quote.
- Sell a maintenance plan.
- Send a day-before text for every appointment.
Going from $1M to $3M
- Get the owner off the phone. Someone else answers, every time.
- Track your booking rate every week.
- Give whoever answers a script.
- Cover after hours on purpose.
- Track where every job came from.
5 things I'd stop doing
- Sending callers to voicemail.
- Buying leads before booking the ones you already have.
- One-price quotes.
- Forgetting to ask for the review.
- Sending a tech out at night without asking the triage questions first.
Or let me set it up for you.
Everything above works with a phone and some time every week. If you'd rather not be the one doing it, here are two ways to see what I build.