Customer communication playbook

Copy-paste template

Call agenda:
- Confirm the customer received the signed contract and has no questions about the scope or price.
- Confirm the service address and best phone number to reach them.
- For installs: explain that equipment will be delivered 1-2 days before the crew arrives, and that you'll send a specific delivery window within 24 hours.
- For service calls: confirm the issue they reported and give a realistic timeline for when the technician will diagnose it (e.g., 'We'll know within the first 30 minutes whether it's a simple fix or if the system needs replacement').
- Ask if there are any pets, locked gates, or access issues the crew needs to know about.
- Confirm the best time to reach them if the crew is running late.

Sample opening: "Hi [Customer First Name], this is [Comfort Advisor Name] from Sun Valley Mechanical. I'm calling to confirm we're all set for your [service type] and to walk through what to expect."

Sample close: "We'll get your equipment delivery window to you by tomorrow, and then [Install Coordinator Name] will lock in your crew date. Any questions before then?"

Hi [Customer First Name], thanks for signing the contract for your [service type]. Just confirming we're all set, crew will be at [Job Address] on [Approximate Date, e.g., next Tuesday or Wednesday]. I'll send you the exact delivery window and crew time by tomorrow. If you have pets or gate access issues, text me back and let me know. Looking forward to getting you comfortable., [Comfort Advisor First Name], Sun Valley Mechanical

Copy-paste template

Hi [Customer First Name], your new [System Type, e.g., heat pump] is being delivered to [Job Address] on [Delivery Date] between [Window, e.g., 1 PM and 4 PM]. The outdoor condenser and indoor air handler will arrive on a truck. You don't need to be home, but if you want to be there to see it, that's fine. The crew will install everything the next day. Any questions, text me., [Install Coordinator First Name], Sun Valley Mechanical

Subject: Equipment delivery scheduled for [Delivery Date]

Hi [Customer First Name],

Your new [System Type] is being delivered to [Job Address] on [Delivery Date] between [Window, e.g., 1 PM and 4 PM]. The delivery truck will bring the outdoor condenser unit and the indoor air handler. You don't need to be home, the driver will place everything in your garage or on the side of the house, depending on access.

The installation crew will arrive the next day ([Install Date]) and will have everything running and tested by end of day. I'll send you the exact crew arrival window 24 hours before they show up.

If you have any questions or need to reschedule the delivery, just let me know., [Install Coordinator First Name]
Sun Valley Mechanical
[Phone] · [Website]

Copy-paste template

Hi [Customer First Name], crew is coming [Day] between [Window, e.g., 7:30 and 8:00 AM] for your [service type]. A few things to help us move fast:

- Clear a path to your furnace/air handler and outdoor unit (move boxes, bikes, etc.)
- If you have pets, keep them in a safe room, we'll be opening doors and the crew will be in and out
- Park cars in the driveway or street so we have room to work
- If you have questions during the job, my number is [Phone]

See you [Day]., [Install Coordinator First Name], Sun Valley Mechanical

Subject: Crew arriving [Day], here's what to expect

Hi [Customer First Name],

Our crew is scheduled to arrive at [Job Address] on [Day] between [Window, e.g., 7:30 and 8:00 AM]. The job typically takes 8-10 hours, so we'll be wrapping up in the late afternoon.

A few things that help us work efficiently:

- Clear a path to your furnace/air handler and outdoor unit (move boxes, tools, bikes, anything in the way).
- If you have pets, keep them in a safe room during the install. We'll be opening doors and moving equipment in and out.
- Park cars in the driveway or street so the crew has room to stage equipment.
- The crew will turn off power to your old system, so your AC/heat will be off for a few hours. We'll have everything back on and tested before we leave.

If you have any questions or need to reschedule, text or call [Install Coordinator Name] at [Phone]., [Install Coordinator First Name]
Sun Valley Mechanical
[Phone] · [Website]

Copy-paste template

Hi [Customer First Name], this is [Lead Technician Name], I'm the lead on your [service type] tomorrow. We're scheduled to arrive between [Window, e.g., 7:30 and 8:00 AM]. I'll text you 30 minutes before we're pulling up so you know we're on the way. See you tomorrow., [Lead Technician First Name], Sun Valley Mechanical

Copy-paste template

Hi [Customer First Name], quick reminder, we're coming tomorrow between [Window, e.g., 7:30 and 8:00 AM]. Just confirming: are gates unlocked, pets secured, and cars moved? I'll text you 30 minutes before we pull up. See you tomorrow., [Lead Technician First Name], Sun Valley Mechanical

Copy-paste template

Hi [Customer First Name], we're about 30 minutes out. See you shortly., [Lead Technician First Name], Sun Valley Mechanical

Copy-paste template

Agenda:
- Greet the customer by name and introduce yourself and any crew members.
- Confirm the scope of work (e.g., 'We're here to replace your air conditioning system' or 'We're diagnosing the issue with your furnace').
- For service calls: explain that you'll do a full diagnostic and come back with findings and pricing before you do any work.
- For installs: walk the customer through the timeline (e.g., 'We'll remove the old unit this morning, install the new one by lunch, and have everything running and tested by 4 PM').
- Point out where the crew will be working and what they'll need access to.
- Confirm the best way to reach the customer if you find something unexpected.

Sample opening: "Hi [Customer First Name], I'm [Lead Technician Name]. Thanks for having us. We're going to get your [system type] installed today. Here's what to expect..."

Sample for unexpected finding: "We found that your ductwork is undersized for the new system. That's not a deal-breaker, but it means the system won't cool as efficiently as it could. We can upgrade the ductwork for an additional [Price], or we can install the system as-is and you'll still be more comfortable than you are now. What would you like to do?"

Copy-paste template

Hi [Customer First Name], we're making good progress. Old unit is out and we're prepping for the new one. Should have everything running by [Estimated Time, e.g., 4 PM]. [Attached: 1-2 photos of the work in progress, e.g., old condenser removed, new air handler staged], [Lead Technician First Name], Sun Valley Mechanical

Copy-paste template

Call the customer immediately if you discover something that affects the scope or cost. Use this structure:

- Lead with what you found: 'Hi [Customer First Name], I wanted to call you about something we discovered during the install.'
- Explain what it is in plain language: 'Your electrical panel doesn't have a dedicated 240-volt breaker for the new system. The old system was on a shared breaker, which isn't safe for the new equipment.'
- Explain why it matters: 'We need to upgrade the breaker to make sure the system runs safely and efficiently.'
- Give the cost and timeline: 'That's an additional [Price] and it'll add about 1-2 hours to the job.'
- Get approval before proceeding: 'Do you want us to go ahead and upgrade it, or would you rather we install the system and you can have an electrician do it later?'

Sample: "Hi [Customer First Name], this is [Lead Technician Name]. We found that your ductwork in the basement is disconnected in a couple of spots. That's why your upstairs isn't getting cool air. We can reconnect and seal those ducts for [Price], and it'll take about an hour. Should we go ahead?"

Hi [Customer First Name], we found [issue] during the install. [Plain-language explanation of what it is and why it matters]. We can fix it for [Price] and it'll add about [Time] to the job. Call me at [Phone] so we can talk through it., [Lead Technician First Name], Sun Valley Mechanical

Copy-paste template

Agenda:
- Turn on the system and show the customer how to use the thermostat (manual or smart).
- Explain the heating and cooling cycle: 'The system will run for a few minutes, then pause to let the air circulate. That's normal.'
- Point out the air filter location and explain the replacement schedule (e.g., 'This is a 16x25 filter. Replace it every 3 months or when it looks dirty').
- Walk the customer to the outdoor condenser and explain what they'll see and hear: 'This unit will run when the AC is on. You'll hear a fan and see water dripping from the bottom, that's condensation and it's normal.'
- For heat pumps, explain the defrost cycle: 'In winter, you might see frost on the outdoor unit. The system will automatically defrost itself. If you see ice buildup, call us.'
- Point out the disconnect switch near the outdoor unit: 'If you ever need to shut the system off completely, flip this switch.'
- Explain the warranty: 'The compressor and parts are covered for [X years]. The labor is covered for [X years]. If anything goes wrong, call us and we'll take care of it.'
- Ask if the customer has questions.
- Take a before/after photo of the installation area.

Sample opening: "Alright, let me show you how everything works. The thermostat is here, you can set it to heat, cool, or auto. Here's how to adjust the temperature..."

Sample for heat pump: "In the winter, this system is more efficient than a traditional furnace. It pulls heat from the outside air even when it's cold. You might see frost on the outdoor unit, that's normal and the system will defrost itself automatically."

Copy-paste template

Agenda:
- Provide the customer with a printed or digital copy of the warranty documentation. Point out the key details: coverage period, what's covered (parts, labor, compressor), and what's not (maintenance, damage from misuse).
- Provide the customer with a filter replacement schedule and the correct filter size (e.g., '16x25x1 MERV 13').
- Provide the customer with a maintenance checklist: 'Have the system serviced once a year before heating season and once before cooling season. We can set that up for you.'
- Provide your company's contact information and explain the after-hours emergency line if you have one.
- Explain the next steps: 'If you need anything, a filter, a seasonal check, or if something doesn't seem right, just call. We're here to help.'

Sample: "Here's your warranty paperwork. The compressor is covered for 10 years, parts for 5 years, and labor for 1 year. If anything goes wrong, just call us and we'll take care of it. And here's the filter size, replace it every 3 months or when it looks dirty."

Copy-paste template

Agenda:
- Confirm the final invoice amount and review any add-ons or changes from the original quote.
- Explain the payment method: 'We accept credit card, check, or ACH transfer. Which works best for you?'
- Process the payment (or confirm it's been processed if paid via your CRM or online portal).
- Provide a receipt or confirmation number.
- Thank the customer and confirm the next steps: 'We'll follow up with you in a day or two just to make sure everything is running smoothly. Thanks for choosing Sun Valley Mechanical.'

Sample: "The final total is [Amount]. That includes the system, installation, and the [add-on if applicable]. How would you like to pay?"

Copy-paste template

Call agenda:
- Thank the customer for choosing Sun Valley Mechanical.
- Confirm the system is running smoothly and the customer is comfortable with how it works.
- Ask if they have any questions about the warranty or maintenance.
- Offer to set up a seasonal maintenance plan if they don't have one.
- Let them know you're available if they need anything.

Sample opening: "Hi [Customer First Name], this is [Service Manager Name] from Sun Valley Mechanical. I wanted to follow up and make sure everything is running great with your new [system type]."

Sample close: "If you ever need a filter, a seasonal check, or just have a question, you have my number. We're here to help."

Hi [Customer First Name], just checking in, how's the new [system type] running? If you have any questions or need anything, let me know. Thanks for choosing Sun Valley Mechanical., [Service Manager First Name], Sun Valley Mechanical

Copy-paste template

Hi [Customer First Name], thanks again for choosing Sun Valley Mechanical for your [service type]. It was a pleasure working with you. If you ever need anything, you know where to find us., [Service Manager First Name], Sun Valley Mechanical

Subject: Thanks for choosing Sun Valley Mechanical

Hi [Customer First Name],

I wanted to drop you a quick note and say thanks for trusting us with your [service type]. The crew enjoyed working on your place, and we're glad we could get you comfortable.

If you have any questions about the system or need anything down the road, just reach out. We're here to help., [Service Manager First Name]
Sun Valley Mechanical
[Phone] · [Website]

Copy-paste template

Hi [Customer First Name], just wanted to check in, how's the [system type] treating you? Hope you're staying comfortable. Let me know if you need anything., [Service Manager First Name], Sun Valley Mechanical

Copy-paste template

Subject: A quick favor, your review helps us grow

Hi [Customer First Name],

It's been a couple of weeks since we wrapped up your [service type] and I wanted to reach out with a quick favor. If you have a few minutes and you'd be willing, a review on Google or [Your Review Platform] goes a long way for a small business like ours.

Here's the direct link: [Google Review Link]

We really appreciate your business and we'd love to hear about your experience., [Service Manager First Name]
Sun Valley Mechanical
[Phone] · [Website]

Copy-paste template

Hi [Customer First Name], hope you're staying cool with the new [system type]! If you need a filter or a seasonal check before the heat really kicks in, just let me know. We're here to help., [Service Manager First Name], Sun Valley Mechanical

Copy-paste template

Hi [Customer First Name], as we head into heating season, wanted to make sure your [system type] is ready. If you'd like a seasonal check or have any questions, just reach out. Happy to help., [Service Manager First Name], Sun Valley Mechanical

Copy-paste template

Subject: One year with your new [system type], thanks for the trust

Hi [Customer First Name],

It's been a year since we installed your [system type] and I wanted to reach out and say thanks. We hope it's been keeping you comfortable through the heat and the cold.

If you ever need a filter, a seasonal check, or just want to talk about your system, you know where to find us. We're always here to help.

Thanks again for choosing Sun Valley Mechanical., [Service Manager First Name]
Sun Valley Mechanical
[Phone] · [Website]