What a missed call costs an HVAC company

Step 1: Count them

From your phone system, pull last month’s inbound calls. Count the ones that weren’t answered live (rang out, went to voicemail, hung up in the queue). Call that M.

Step 2: Take out the ones that weren’t jobs

Not every call is a customer. Spam, vendors, existing customers checking a time. Go through 20 of the missed numbers and see what share were new or returning customers wanting work. Call that share C.

Step 3: How many would have booked?

Look at the calls you did answer. What share of real customer calls became a booked job? Call that B.

Step 4: Your average first ticket

The average value of a booked service call or repair. Call that T.

The sum

Monthly cost of missed calls = M × C × B × T

Example, with made-up numbers: 120 missed calls × 50% real customers × 60% booking rate × $350 average ticket = $12,600 a month in first visits alone.

The part the sum leaves out

A service call is often only the start. Some of those homeowners would have needed a replacement within a year or two. Some would have joined your maintenance plan. The first ticket is the floor.