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Free workflow diagnostic

How Much of Your HVAC Capacity Is Actually Usable?

A busy schedule can hide a weak operating system. This 10-question score checks the pieces that determine whether another call becomes productive field work or another interruption.

Answer each question based on what happens on a normal busy week — not what the SOP says should happen. Each answer is worth 0, 1, or 2 points. Maximum score: 20. Nothing is stored or sent.

Answered 0 / 10Complete all 10 to see your score
1.Complete intake

Before a service call is scheduled, do you consistently capture equipment, symptom, location/access, customer contact, priority, and relevant history?

2.Triage rules

Can the office classify emergency, same-day, maintenance, no-cool/no-heat, and estimate work without calling the owner?

3.Dispatch readiness

Does the tech receive enough information before departure to know the problem, customer expectations, and likely equipment involved?

4.Schedule realism

Are route, drive time, job type, and technician skill considered when the day is built?

5.Parts visibility

When a return visit is required, can anyone see the part, order status, owner, and next scheduled action?

6.Closeout discipline

Does every completed call require diagnosis, work performed, photos/notes where needed, customer disposition, and billing status?

7.Callback learning

Do you classify callbacks by root cause rather than simply rescheduling them?

8.Estimate follow-up

Does every open repair/replacement estimate have a named owner and dated next action?

9.Invoice speed

Are completed calls invoiced fast enough that closeout is part of the workflow rather than an end-of-week catch-up task?

10.Owner exceptions

Can the owner see the handful of calls that need intervention without reviewing the whole board?

Please answer all 10 questions first.

0/20

  • Read the related case study to see how a full redesign moved these same metrics.
  • Book a free 30-minute Workflow Assessment to get a real answer for your workflow.
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What to do with your score

Do not buy software because the number is low. Pick the two lowest-scoring questions and follow one real item through that part of the workflow. Identify the missing owner, stage rule, required information, or exception trigger. Fix the process first — then decide whether automation earns a place.