HVAC · Free Template · ~8 steps
HVAC Dispatch Protocol
An HVAC owner whose dispatcher needs a clear protocol for triaging incoming calls and routing techs.
Free SOP template — copy it, adapt it, or generate a custom version for your business in 5 minutes
Who it's for
Dispatchers, CSRs, owners taking after-hours calls.
When to run it
Every incoming service call, residential or commercial.
Before you start
- •Phone script in front of the dispatcher
- •Tech availability board updated in real time
- •Customer database with prior service history
- •Pricing reference for common diagnostics and emergency fees
The procedure
Step-by-step, in order. Each step has the action and the reason it matters.
- 1
Answer in 3 rings, by name
'Thanks for calling ABC HVAC, this is Sarah, how can I help you?' Three rings is the cap. After three, the customer assumes voicemail and hangs up.
- 2
Capture the basics in 90 seconds
Customer name, phone, service address, equipment type (cooling/heating/both), brief complaint in their words, urgency (no-cool/no-heat is highest, comfort issue is medium, scheduled maintenance is low).
- 3
Ask the safety questions
Smell of gas? (escalate immediately, do not dispatch — call utility) Smoke? (escalate, do not dispatch — call fire) Water pouring? (note, dispatch high-priority).
- 4
Look up the customer in the database
Have they called before? When? What was done? Did they pay? Are they on a maintenance plan? Plan customers get priority routing. Past unpaid customers get COD-only flag on the dispatch.
- 5
Quote the service call fee and ETA upfront
Be specific. 'Our service call fee is $89 and includes the diagnosis. After hours that becomes $149. We have a tech in your area who can be there between 2 and 4. Does that work?' Get verbal commitment.
- 6
Match the tech to the call
Senior techs on commercial and complex residential. Newer techs on tune-ups and cap-and-contactor calls. If the call is outside the available tech's expertise, reschedule, don't send the wrong tech.
- 7
Send the dispatch with all the info
Tech gets: customer name, address, phone, complaint in customer's words, equipment type if known, history, payment flag, parking notes (steep driveway, dogs, gate code).
- 8
Confirm with the customer
After dispatching: 'I've got Mike heading your way, he'll call when he's 15 minutes out. Thanks for calling ABC HVAC.'
Verify when done
- ☐Customer name, address, complaint captured before hang-up
- ☐Service call fee quoted and acknowledged
- ☐Tech matched to call complexity
- ☐Dispatch confirmation given to customer
Common mistakes
- ✕Sending a junior tech to a complex commercial call to fill the schedule
- ✕Not quoting the service fee upfront — guaranteed argument at the door
- ✕Dispatching gas-smell calls without escalating
- ✕Skipping the database lookup — repeat customers feel like strangers
Trainer notes
The dispatcher is the highest-impact non-tech role in the company. Every dollar spent training the dispatcher returns $10 in efficient routing.
Common questions
Who should run the hvac dispatch protocol?
Dispatchers, CSRs, owners taking after-hours calls.
When should this hvac procedure be run?
Every incoming service call, residential or commercial.
How many steps does the hvac dispatch protocol have?
8 steps. The procedure starts with "Answer in 3 rings, by name" and ends with "Confirm with the customer". Each step in between has the action and the reason it matters.
What's the most common mistake when running this procedure?
Sending a junior tech to a complex commercial call to fill the schedule. The dispatcher is the highest-impact non-tech role in the company. Every dollar spent training the dispatcher returns $10 in efficient routing.
Can I get a custom version written for my hvac business?
Yes. TalkNDone generates a custom SOP from your voice or text description in about 5 minutes — written using your team's words, your equipment, and your specific procedure. $49 one-time, free preview before you pay, no subscription. Start at talkndone.com.
Tool comparison
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