The office booked the visit — the job is won or lost on the truck. Pest contract attach, HVAC maintenance plans, and roofing retail often close when the homeowner sees the tech, the proof, and a clear written price. Pair this guide with Front Office (booking) and Follow-Up (when they need time).
Part of the Lead-to-Close System — step 4 before Reviews (step 5).
At a Glance
- Non-negotiables: Written quote · plan pitch on qualifying jobs · review ask before leaving
- 10-minute flow: Inspect → explain → price → ask → book or schedule follow-up
- Scripts: Templates — on-site close
- Weekly audit: On-site close checklist
- If they need time: Hand off to Follow-Up Playbook — do not ghost
Before You Knock
- CRM shows service type, lead source, and any price range discussed on the phone
- Truck stocked for common same-day repairs where applicable
- Payment/financing policy clear (deposit rules, cards on file)
- Review link ready on phone for office SMS backup
- Two scheduling options in mind if rescheduling
The 10-Minute Estimate Flow
- Listen — let the homeowner describe the full problem (same discipline as Scripts first 30 seconds).
- Inspect — show evidence (photos, moisture reading, panel condition) in plain language.
- Explain options — good / better / best when ticket is high (roofing, electrical, HVAC replacement).
- Written price — quote on tablet, paper, or email before you leave.
- Ask — “Want to get this on the schedule — [day] or [day]?”
- Log — booked, follow-up date, or lost reason in CRM before driving away.
Emergency same-day: shorten explanation; state dispatch fee and book now when legally and operationally safe.
Maintenance & Contract Pitches
| Trade | Pitch moment | One-liner |
|---|---|---|
| HVAC | After tune-up or repair | “Most customers add a twice-year plan — locks today’s rate and priority scheduling.” |
| Pest | After initial treatment | “Quarterly perimeter plan prevents callbacks — we can start on the next visit.” |
| Landscaping | After spring cleanup | “Weekly or biweekly mowing same crew — want pricing for the season?” |
| Plumbing | After drain/water heater | “Annual water heater flush / membership for priority dispatch.” |
Full scripts: Templates.
Review Ask on the Driveway
Tech verbal:
"If you're happy with the work, a quick Google review helps us a ton as a local business — I'll text you the link in a few minutes. Thank you for trusting us today."
Office sends SMS within 30 minutes if the tech cannot — Templates review request.
Good / Better / Best (High-Ticket)
Use for roofing retail, panel upgrades, full replacements:
- Good: Meets code / stops active problem
- Better: Mid-tier materials + warranty most homeowners choose
- Best: Premium option for longevity or efficiency rebates
Present all three with written line-item prices — reduces “I’ll get more quotes” stalls.
When to Escalate to Office
Call manager while customer is available for:
- Permits and HOA documentation (roofing, electrical)
- Financing over internal threshold
- Same-day capacity conflicts
- Insurance claim documentation (roofing)
Office confirms follow-up date in CRM — customer should never hear “we’ll call you back sometime.”
KPIs the Field Team Owns
| KPI | Target habit |
|---|---|
| Written quote on in-person estimates | 100% |
| Plan pitch on qualifying jobs | 100% attempts |
| Review ask / SMS same day | Every completed job |
| Quote-to-close on visit | Track weekly by tech |
| CRM outcome logged before EOD | 100% |
Review in Monday front office huddle; log rates in Metrics.
- Print the 10-minute flow and tape inside each service truck.
- Add CRM field: on-site outcome (booked / follow-up / lost + reason).
- Require written quote on every in-person estimate starting tomorrow.
- Train 15-minute role-play: plan pitch + review ask.
- Office audits Friday using on-site close checklist.
Quick Win
On your next 3 completed jobs: deliver a written quote or invoice summary, pitch one maintenance/plan option where relevant, and ask for a review at the driveway. Office sends review SMS within 30 minutes — see Reviews playbook. Log outcomes in CRM.
Next Steps
- Lead Follow-Up Playbook — when they need 24+ hours to decide
- Front Office Playbook — booking the visit
- Scripts That Book Jobs — phone intake before dispatch
- Templates — on-site and review scripts
- Reviews & Referrals — full review engine
- Trade playbooks: HVAC · Pest · Roofing · Landscaping