Handoff template
Comfort advisor (sales) lead handoff
Replacement inquiries are sales leads. They need an owner, a follow-up deadline, and enough context that the first sales call sounds like a continuation, not a cold start.
| Who receives it | Whoever runs estimates: comfort advisor, estimator, sales manager or owner |
|---|---|
| When it is used | Business hours, same or next working day |
| Used by these call types | Replacement and new-system estimate call checklist, Tune-up and maintenance visit call checklist |
Why this handoff matters
Sales leads decay. A homeowner who called about a new system on Saturday is often talking to other companies by Monday. The handoff's job is to make the lead easy to act on and impossible to lose in a shared inbox.
Avoca's busy-season post suggests routing install mentions to inside sales and flagging callers with old equipment for a replacement conversation, and its HVAC suite describes follow-up on unsold estimates. The underlying practice — named owner, fast follow-up, context — applies with or without software.
What the handoff must contain
| Field | Why the receiver needs it |
|---|---|
| What they want replaced or added | In their words. |
| Is the current system working? | If not, service may be needed first. |
| Timing | Urgent, weeks, or planning. |
| Property type and address | Estimate planning. |
| Decision-makers and availability | Book once. |
| Linked service job, if any | Coordinated messages. |
| What they were told | No contradictions. |
Example format
An illustrative layout with placeholder details. Adapt the labels to your own system; keep the order consistent so the receiver always knows where to look.
SALES LEAD · owner: [advisor] · follow up by: [date/time] CUSTOMER: Name · number · email PROPERTY: house, address WANTS (caller's words): "replace furnace and AC" CURRENT SYSTEM: working, about 18 years (caller estimate) TIMING: within a month DECISION: both owners, evenings best LINKED SERVICE JOB: none TOLD CUSTOMER: an advisor will call to arrange an estimate by [time]
Delivery channels
- A lead record in your CRM or sales board
- Direct message or email to the named advisor
- Daily lead list reviewed by the sales manager
Closing the loop
- The named advisor acknowledges the lead.
- First contact happens by the deadline, or the sales manager is alerted.
- The outcome is recorded (estimate booked, not interested, no contact).
Where this handoff breaks
| Failure | Prevention |
|---|---|
| Lead sits in a shared inbox | Named owner and deadline on every lead. |
| Advisor calls without context | Pass the caller's words and timing. |
| Service and sales give different messages | Link service jobs to leads. |
| No record of outcome | Close every lead with a reason. |
How the HVAC Reception concept would use it
Proposed · not available
The proposed HVAC Reception design would recognise replacement inquiries, capture what your advisors ask for, and send the lead to the person you name with a follow-up deadline. It would not quote or recommend equipment. It is a proposal only.
Frequently asked questions
How fast should sales follow up on a replacement inquiry?
Set a deadline that fits your team and measure against it. The point is a named owner and a specific time, not a general intention to call back.
Should the receptionist book the estimate appointment?
If advisors publish availability for estimates, direct booking can work well. Otherwise capture availability and let the advisor book on the first call.
What if the customer also needs a repair now?
Create both a service job and a sales lead and link them, so the technician and advisor know about each other.
Can HVAC Reception follow up with leads automatically?
No. HVAC Reception is a concept. The proposed design covers inbound capture and handoff only; outbound follow-up is not part of the current concept.