Get: Full Name, Address, City, Zip, confirm phone
How did you hear about us?
Are you a new or existing customer?
Are you the home owner?
About how old is your system?
So, what seems to be going on?

Install / Sales

How old is your system?

Gas Conversion – what is the current source of energy?

If you have one, schedule a comfort consultant phone call for further understanding.

Do you currently have a working system?

Job Type:
Sales-Add AC Estimate
Sales-Estimate
Sales-HVAC Estimate
Sales-Replace Boiler Estimate
Sales-Replace Forced Air Estimate

Membership
Billable Maintenance

Determine the Equipment Type and the season

General Job Type: HS-Maintenance

Cooling:
Job Types:
HS-Billable Maint .- AC
HS-Billable Maint .- Ductless Minisplit
HS-Billable Maint.-2 Systems
HS-Billable Maint.-3 Systems
HS-Billable Maint.-4 Systems
HS-Billable Maint.-Combi Boiler
HS-Billable Maint.-Ductless Minisplit 1:1
HS-Billable Maint.-Ductless Minisplit 2:1
HS-Billable Maint.-Ductless Minisplit 3:1
HS-Billable Maint.-Ductless Minisplit 4:1
HS-Billable Maint.-Ductless Minisplit 5:1
HS-Billable Maint.-Ductless Minisplit 6:1
HS-Billable Maint.-Ductless Minisplit 7:1
HS-Billable Maint.-Ductless Minisplit 8:1

Heating
Job Types:
HS-Billable Maint.-Gas Boiler
HS-Billable Maint.-Gas Boiler 80%
HS-Billable Maint.-Gas Boiler 90%
HS-Billable Maint.-Gas or Electric Furnace
HS-Billable Maint.-Gas Steam Boiler
HS-Billable Maint.-Geothermal
HS-Billable Maint.-Heat Pump
HS-Billable Maint.-High Velocity
HS-Billable Maint.-Humidifier
HS-Billable Maint.-HVAC
HS-Billable Maint.-Multi System
HS-Billable Maint.-Oil Boiler
HS-Billable Maint.-Oil Furnace
HS-Billable Maint.-Oil Steam Boiler
HS-Billable Maint.-Oil Water Boiler
HS-Billable Maint.-Oil Water Heater
HS-Billable Maint.-Pkg Unit
HS-Billable Maint.-Steam Boiler

Membership / Non-Billable Maintenance
  1. Confirm address and contact
  2. Confirm equipment that is being serviced along with location of equipment (Attic, crawlspace, etc.)
  3. Share first available time.
  4. Are you currently having any issues?
  5. (Make sure you have the filter size in ServiceTitan)

Pushback on time: “I do understand, Mr. Smith, that is a few weeks out and I can understand your frustration. One important thing to note is that your air conditioning maintenance does not necessarily need to be done at the start of the season nor does it need to be completed for you to run your air conditioning. If you are getting the system maintained on an annual basis, it is completely fine for the maintenance to be done at any point during the AC season.”

Determine appropriate Job type:

RS-Member Maint.-2 Systems
RS-Member Maint.-3 Systems
RS-Member Maint.-4 Systems
RS-Member Maint.-AC
RS-Member Maint.-Combi Boiler
RS-Member Maint.-Ductless Minisplit
RS-Member Maint.-Ductless Minisplit 1:1
RS-Member Maint.-Ductless Minisplit 2:1
RS-Member Maint.-Ductless Minisplit 3:1
RS-Member Maint.-Ductless Minisplit 4:1
RS-Member Maint.-Ductless Minisplit 5:1
RS-Member Maint.-Ductless Minisplit 6:1
RS-Member Maint.-Ductless Minisplit 7:1
RS-Member Maint.-Ductless Minisplit 8:1
RS-Member Maint.-Filter Change
RS-Member Maint.-Fireplace

RS-Member Maint.-Gas Boiler
RS-Member Maint.-Gas Boiler 80%
RS-Member Maint.-Gas Boiler 90%
RS-Member Maint.-Gas or Electric Furnace
RS-Member Maint.-Gas Steam Boiler
RS-Member Maint.-Geothermal
RS-Member Maint.-Heat Pump
RS-Member Maint.-High Velocity
RS-Member Maint.-Humidifier
RS-Member Maint.-HVAC
RS-Member Maint.-Multi System
RS-Member Maint.-Oil Boiler
RS-Member Maint.-Oil Furnace
RS-Member Maint.-Oil Steam Boiler
RS-Member Maint.-Oil Water Boiler
RS-Member Maint.-Oil Water Heater
RS-Member Maint.-Pkg Unit
RS-Member Maint.-Steam Boiler

AC Maintenance:

  1. Outside water needs to be turned on to wash condenser
  2. Need to be at least 55 degrees outside
  3. Can’t work in rain
  4. If it is a piston unit coil, needs to be 65 degrees

Heat Maintenance

  1. Always ask if they have oil, gas, or electric
Service

The service charge is going to be $XX.XX for the first XX minutes. Any additional diagnostic time or if a repair will be needed, the technician will go over those costs with you.
TROUBLESHOOTING GUIDE

Always ask, if we don’t have it:
1. Location of Equipment
2. Age of Equipment

Cooling Issue
  1. Are the vents blowing air?
  2. Is the outdoor unit working?
  3. Have you changed the air filter lately?
  4. Is there ice anywhere on the unit or on the lines outside? (if yes, tell them turn down thermostat to let the area de-ice. We need about 5 hours before a tech can come out and help)

Determine the type of system and use the following Job Types:
HS-Cooling Problem
HS-Cooling Problem-AC
HS-Cooling Problem-Ductless Minisplit
HS-Cooling Problem-Geothermal
HS-Cooling Problem-Heat Pump
HS-Cooling Problem-High Velocity
HS-Cooling Problem-Pkg Unit

Damper

Job Type: HS-Damper

Dryer Vent

“Ok, (Customer Name), I think I have all the information I need here. The way our dryer vent cleaning process works is, we will send a qualified service professional with a fully equipped vehicle. The rate for cleaning is a flat rate of [price].

(All work is backed by a 90-day guarantee) We do collect payment upon completion of the service. We will need a credit card on file to hold your appointment, however we accept cash, check, or credit card. How would like to pay?”

                Wait for response

The technician will give you notice by calling the number you provided when they are on the way. Again, I want to thank you for calling Clay’s and we look forward to seeing you.”

Job type: HS-Dryer Vent Cleaning

Duct Cleaning

We can absolutely get you scheduled for a free duct cleaning estimate!

Do you know, is it an upflow or downflow (Ceilings or floor ducts)?

Can I get the square footage of your home?

We’d like to have one of our technicians come out to take a look at your ductwork and existing heating and air conditioning equipment so that we can give you an accurate price for the service. 

Do you have anyone who is currently maintaining your heating and air conditioning equipment?

The reason I ask you is…(Membership)

Job Type: HS-Duct Cleaning

Emergency
  1. Clafiry the Emergency
  2. Confirm the Additional Charge

JobType: HS-Emergency Service

Filter Change
  1. Ask the customer for the filter size, if they know it.
  2. What about a picture of the inside of the equipment or label?

Job Type: HS-Filter Change

Fireplace

Confirm that we do this work at your location

Job Type: HS-Fireplace

Gas Pressure Test

Job type: HS-Gas Pressure Test

Heating Issue
  1. Is the unit doing anything?
  2. Making any noise?
  3. Is the power Switch on? is the Breaker on at the panel?
  4. Did you check the Thermostat. Set on Heat?
  5. If making noise, not working, set up call.

Determine the kind of Equipment and Job Types:
HS-Heating Problem
HS-Heating Problem-Boiler
HS-Heating Problem-Combi Boiler
HS-Heating Problem-Ductless Minisplit
HS-Heating Problem-Gas Boiler
HS-Heating Problem-Gas Boiler 80%
HS-Heating Problem-Gas Boiler 90%
HS-Heating Problem-Gas Steam Boiler
HS-Heating Problem-Gas/Electric Furnace
HS-Heating Problem-Geothermal
HS-Heating Problem-Heat Pump
HS-Heating Problem-High Velocity
HS-Heating Problem-Oil Boiler
HS-Heating Problem-Oil Furnace
HS-Heating Problem-Oil Steam Boiler
HS-Heating Problem-Oil Water Boiler
HS-Heating Problem-Oil Water Heater
HS-Heating Problem-Pkg Unit
HS-Heating Problem-Radiant Heat
HS-Heating Problem-Steam Boiler

IAQ

Job Types:
HS-Dehumidifier
HS-Humidifier
HS-Indoor Air Quality
HS-Surge Protection

Inspections

Job Type:
HS-Certification
HS-Ductwork Inspection
HS-Presale Inspection

Leaks

We are not a company that just fills up a leaking system.   

We are there to do a full diagnostic and to find out the issue and locate the leak if there is one. 

There are two different types of refrigerant, and one is phased out and it is not ethical to keep adding refrigerant without diagnosing and fixing the problems

Job Types:
HS-Condensate Leak
HS-Leak Search

Misc

Job Type:
HS-Carbon Monoxide
HS-Miscellaneous
HS-Residential Service
HS-Second Opinion
HS-Wine Cooler/Chiller

Noise and Smell

Job Type:
HS-Noise
HS-Smell

Refrigeration

Job Type: HS-Refrigeration 

Thermostat
  1. Does your thermostat have power?
  2. Is it set to the right season?
  3. Is it a Wifi Thermostat? Is your Wifi Working?
  4. Does anything happen when you
  5. For a change out, are you providing the new thermostat?

Job Type: HS-Thermostat

Warranty

Recall – Need to go back out to fix issue

Job Type: HW-Recall

Sales/Install Warranty

Job Type: HW-Install Warranty

Service Warranty

Job Type: HW-Service Warranty

Return to Job / Return to Complete Repair

Return to Repair / Return to Job

Use these when we have to book another job to complete a repair needed.

General Job Type:
HS-Repair-1 Hour
HS-Repair-2 Hour
HS-Repair-3 Hour
HS-Repair-4 Hour
HS-Repair-5 Hours
HS-Repair-6 Hours
HS-Repair-7 Hours
HS-Repair-8 Hours

Frequently Asked Questions:

How does a Maintenance work?

“We will send a qualified service professional with a fully equipped vehicle to your home. Utilizing a comprehensive maintenance task list, he will perform a complete inspection of both your indoor and outdoor unit as well as a thorough cleaning of your outside unit to ensure your system is running as efficiently as possible. The investment for our one-time precision tune-up is just [price].

What is included in a Tune-Up? (more specific)

“Just to give you a few examples of what we do to restore efficiency and address potential safety and operational concerns, our technician will perform tasks such as…

Can I request a Specific Time?

“(Customer Name), I wish I could give you a specific time, however we don’t always know how long each call will take so it’s likely we wouldn’t be able to give you an accurate time. But what I can do for you is put in a request for morning or afternoon, or if you’re interested in the first call of the day, we always schedule those with a specific time. I’d be happy to check our first call availability if you’d like. Which would you like me to do?”

{Allow for response. Work to agree on a time frame that works with the customer}

“Alright, I have notated your preferred time of service for (repeat agreed time frame). The technician will give you notice by giving you a call on the number you provided when they are on their way. {Allow for response.} Alright. Again, I want to thank you for calling Clay’s and we look forward to seeing you.”

Why is there a Diagnostic Charge?

The diagnostic charge makes it possible for us to send you a properly trained technician. It also allows him to have the necessary time to perform a complete diagnostic of both your indoor and outdoor units.

“Some companies waive the Diagnostic Charge if there is a repair. Do you do that?”

So, we don’t waive the diagnostic charge and here’s why: When you start waiving diagnostics what you tend to get to find is that technicians are looking for the quickest way to get to a repair so they limit that “free” time spend looking for it. When we come out, we spend the time looking for the repair but we don’t stop once we find the repair. We continue the diagnostic searching for the most effective repair options so that you get the most out of the service call. This way you’re not calling back with another problem in a few days because it wasn’t fixed in the best manner the first time.

I know the problem; do I still have to pay a diagnostic charge?

“I understand. In addition to the time spent reviewing the system operation, the diagnostic charge also helps cover costs associated with getting the technician out to your home such as travel time as well as gas and other vehicle costs. Furthermore, once the repair is made, we don’t just walk away, we spend even more time making sure that the system is operating properly before leaving. That way you’re aware of all the latest details concerning the operation of your system. May I go ahead and book a service call for you?

I want a Specific Technician:

“I can certainly put in a request for (name of technician). If I have another technician that comes available sooner would you like me to give you a call?”