HVAC CALL SCRIPTS
Six inbound call scripts for your office, answering service or AI.
From Market Smmash: https://marketsmmash.com/blog/hvac-call-scripts/

Fill in the brackets before you use them:
  [Company] ............ your company name
  [name] ............... the person answering
  [window] ............. appointment windows from your live calendar
  [on-call name] ....... tonight's on-call tech
  [backup name] ........ the backup if the on-call tech doesn't answer
  [manager] ............ who handles upset callers
  [your gas company's emergency line] ... your local gas utility's emergency number
  [the window your company sets] ... the callback time you actually keep
  [fee] ................ your diagnostic fee, only if you publish one


RULES FOR EVERY CALL
- Answer in your company's name. If an AI answers, it says so in the first line.
- On any no-heat call, ask about a gas smell before anything else.
- Get the name, address and callback number.
- Book only real open slots. Never promise an arrival time the on-call tech hasn't confirmed.
- Don't diagnose over the phone. Collect symptoms; the tech decides what's wrong.
- Emergencies, price questions and upset callers go to a person, with a callback window you keep.
- Log every call so someone owns the next step.


SCRIPT 1: ROUTINE MAINTENANCE OR REPAIR BOOKING
"Thanks for calling [Company], this is [name]. What's going on with your system today?"
"Got it. Can I get your name, the address where the work is, and the best number to reach you?"
"I have [day] between [window] or [day] between [window]. Which works better?"
"You're set for [day, window]. You'll get a text confirming it. Anything the tech should know, like a gate code or a dog?"
AI first line: "Thanks for calling [Company]. I'm the company's AI assistant. What's going on with your system?"


SCRIPT 2: AFTER-HOURS NO-HEAT OR NO-AC CALL
"I'm sorry you're dealing with that. First, do you smell gas?"
If yes: "Please leave the house now, get to a safe place away from the smell, and then call [your gas company's emergency line] or 911. I'm alerting our on-call technician." Collect nothing else until the caller is safe.
If no: "Is the system completely off, or running but not heating [or cooling]?"
"Is anyone in the home elderly, very young or sick?"
"Can I get your name, the address and the best number to reach you?"
"I'm sending this to [on-call name] now. They'll call you back at [number] within [the window your company sets]. If you don't hear back by then, call this number again."
Never say: "A tech will be there in 30 minutes." Only the tech can promise that.


SCRIPT 3: "HOW MUCH DOES IT COST?"
Person answering:
"Pricing depends on what the tech finds, and I don't want to guess. What work are you looking to get priced?"
Only if you publish a diagnostic fee: "Our diagnostic visit is [fee], and the tech quotes any repair before starting."
"Want me to book the visit? Can I get your name and the best number to reach you?"
AI answering:
"I can't quote prices, but I'll have [name] call you about pricing. What work are you looking to get priced?"
"Can I get your name and the best number to reach you? They'll call by [time]."
"Would you like me to book a visit in the meantime?"


SCRIPT 4: THE UPSET CALLER
"I hear you, and I'm sorry this happened. Can you briefly tell me what happened?"
"Thank you. I want to get this to the right person. Can I get your name, the address and the best number to reach you? I'll have [manager] call you back [today / first thing tomorrow]."
Don't argue, promise a refund or explain what went wrong. Take the details and escalate. An AI hands this call to a person right away.


SCRIPT 5: THE CALENDAR IS FULL
"We're booked [today], but I can get you in on [next open day, window], or put you on our cancellation list and call you if something opens sooner. Which would you like?"
"Can I get your name, the address and the best number to reach you?"
If they take the slot, confirm the date and window by text. If they choose the cancellation list, save a pending request with a named person who calls back by [deadline]. Never invent a slot.


SCRIPT 6: THE TRANSFER THAT DOESN'T CONNECT
"I couldn't reach [on-call name] just now. I've sent them your details, and [backup name] has them too. [on-call name] or [backup name] will call you back at [number] within [the window your company sets]."
Escalation clock:
  1. [on-call name] has the first third of the callback window.
  2. If no callback by then, the backup takes it until two thirds of the window.
  3. If no callback by then, the owner takes it.
  Each person confirms they have the request before the next deadline.


TEST THEM
Run each script as a test call. Check what the caller heard, what your team received and what was logged in your CRM.
Free six-call test sheet: https://marketsmmash.com/downloads/hvac-call-coverage-test-sheet.csv