Last week, I sat down with Tyson Chen, founder of Avoca, for a live Q&A on how to keep your techs busy when the phones slow down. Shoulder season hits everyone, but the best operators stay booked.
Here are the quick wins you can deploy this week.
1. Reactivation beats new ads
Before you spend another dollar on Google or Meta, mine your CRM.
Start with:
- Unsold estimates
- Customers you haven’t seen in 12–18 months (HVAC ~9–12, Plumbing ~18, Electric ~36)
- Due or overdue memberships
2. Use a simple drip sequence
Text → call → email. Keep it frictionless.
In texts, give customers preset time options they can tap to book.
3. Timing matters
One large shop saw better response when sending texts between 11:00 and 12:00 local time.
Test your send windows and log results.
4. Offers that move the needle
Small incentives still work: seasonal tune-ups, coupons, financing reminders.
Also, test referral nudges after a happy customer review.
5. Membership tune-ups = dependable floor
Call members before they call you.
Schedule maintenance proactively and slot these to build a consistent daily baseline.
6. “Happy call” → next job
If a customer gives you a high rating, ask for a review and book their next visit right away.
For installs, pre-schedule a follow-up 6–12 months out.
7. Capacity-aware outbound
Match outbound jobs to tech skill level.
If a high-value job comes up, it’s okay to overbook, just reposition a low-value job to another slot.
Quick Start Checklist for This Week
- Pull three lists: unsold estimates, members due, customers not seen in 12–18 months.
- Draft one text with three bookable time slots and a light incentive.
- Send texts between 11:00–12:00 and call non-responders.
- Give CSRs a 20-second reactivation and tune-up script.
- Track responses, bookings, and conversion to revenue.
What to Watch Weekly
- Lead → appointment rate
- Appointment → job rate
- Jobs set by list type
- Review velocity after happy calls
- No-show and reschedule rates as outbound ramps up
If you want help systemizing your approach — audience building from ServiceTitan, capacity-aware outbound, and guardrails that prevent bad bookings — Avoca is worth a look.
Tyson’s team runs these workflows at scale and can show you what top operators are doing. Learn more, request a walkthrough, or book a short demo.
Want the replay of our session?
Catch the full recording inside the free version of OAO Pro.
We’re actively onboarding into HVAC, Plumbing, and Electrical peer groups:
- $0–5M, $5–10M, and $10M+ cohorts
- Capped at 8 members for quality and connection
- Weekly meetings with KPI benchmarking and deep dives on live issues
- NDA-only groups so you can share openly
Interested? Reach out to Jess to grab a spot before your cohort fills.
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