HVAC phone scripts
Phone script for a night call with no heat and vulnerable people at home
When it's cold and the heat isn't coming on, the caller is scared, and sometimes a baby or an elderly person is in the house. A poor answer can leave a family without heat all night. This call has to be handled in minutes, with safety first and the earliest visit possible.
Short answer
If someone calls at night with no heat, first ask about gas smell or a carbon monoxide alarm. If a baby, an elderly person or someone sick is home, flag it urgent and offer the earliest technician visit. Write down the system type, its age and a confirmed address.
Updated November 1, 2026
$999/yr (works out to $83/mo) or $299/mo · 1,000 minutes a month
The goal of the call
The goal is not to sell a new system over the phone. It's to confirm the family is safe and book a technician at the earliest opening. If vulnerable people are home and it's cold, the call becomes urgent and can be transferred to the owner.
The script step by step
Greet with the company name
"Thanks for calling [Company], this is [name]. How can I help?" If the caller answers in Spanish, switch to Spanish.
Check safety first
"Do you smell gas, or is a carbon monoxide alarm going off?" If yes, tell them to leave the house, not to touch switches or the thermostat, and to call 911 or the gas company from outside. Continue only once they are safe.
Ask who is home
"Is there a baby, an elderly person or anyone sick in the house?" If yes, flag it as urgent and offer the earliest opening you have.
Find out what's wrong
"What's happening with the heat: no warm air, noise, a smell, or water coming from the unit?" Write down the answer as they say it.
Ask about the system and its age
"Do you have a gas furnace, a heat pump or a mini-split? About how old is it?" If they're not sure, ask for the brand on the outdoor unit.
Offer a time and read the address back
"I can book the technician for tomorrow at 8 in the morning, or if it's urgent I can transfer you to the owner now. So that's 1234 Oak Street in Katy, correct?" Never give a service amount. If there's a visit fee, just say one applies.
Mistakes that lose the job
- Going straight to scheduling without asking about gas or carbon monoxide. Safety comes before any data.
- Giving repair instructions over the phone. The only thing you ask them to do is turn the system off at the thermostat.
- Quoting a price for the visit or the repair. You can say whether a visit fee applies, but never give an amount.
- Not flagging a home with a baby or elderly person as urgent. That family calls the next company.
- Letting the phone ring more than 3 times at night. The cold caller hangs up and dials another number.
If there is a gas smell or a carbon monoxide alarm, this is not a scheduling call: the person must leave the house and call 911 or the gas company from outside.
How Clara handles it at any hour
Clara answers your company's phone 24/7, in English, Spanish or Portuguese. She follows the same sequence of safety, urgency and scheduling on every call, verifies the address and saves the lead with a summary in your language. If a call is urgent, she can transfer it to you right away.
Frequently asked questions
What if the caller says there's carbon monoxide in the house?+
Tell them to leave the house immediately, not to touch switches or the thermostat, and to call 911 or the gas company from outside. Continue with scheduling only after they confirm they are safe.
Can I give a price for an emergency visit?+
No. You can say whether your company charges a visit fee, but don't mention amounts. The price is confirmed on site with the technician.
What if the caller just wants to know if a tech is coming tonight?+
Give the earliest opening you have and confirm it by reading back the address. If no tech is available tonight and vulnerable people are home, transfer the call to the owner.
Stop sending "no heat" calls to the next HVAC company
Clara answers in English and Spanish around the clock, asks what is wrong and what system they have, books the tech visit and sends the lead to your phone.
$999/yr (works out to $83/mo) or $299/mo · 1,000 minutes a month