Here's a sample standard procedure policy for converting a service call into a turnover to a sales rep:

1. Initial Service Call: When a customer calls for a service appointment, the customer service representative should collect all relevant information, including the customer's name, address, phone number, email address, and a brief description of the issue.

2. Dispatching the Technician: The dispatcher should assign a technician to the service call and provide the technician with all relevant customer information and details about the service call.

3. Service Call Inspection: Once the technician arrives on-site, they should perform a thorough inspection of the customer's HVAC system and diagnose any issues.

4. Explaining the Issue to the Customer: If the technician identifies any issues that could benefit from an upgrade or replacement, they should explain the issue to the customer and provide a detailed explanation of the benefits of upgrading or replacing the system. It is a good idea to set standard "Mandatory Call-out" criteria such as; leak in evaporator coil, R22 system, complaints of a high power bill, excessive microbial growth, and bad reading on a compressor megohm test.

5. Service Call Turnover: If the customer expresses interest in upgrading or replacing their HVAC system, the technician should collect the customer's contact information and schedule a follow-up appointment with a sales representative.

6. Follow-up Appointment: The sales representative should follow up with the customer within 24 hours of the service call to discuss their needs and offer solutions that fit their budget and requirements. Best results come from immediate response from the comfort advisor. Coming out immediately to the customers home when the service tech calls to set the appointment instills a since of urgency within the customer.

7. Proposal and Contract: If the customer is interested in moving forward with an upgrade or replacement, the sales representative should provide a detailed proposal that outlines the scope of work, timeline, and cost. Once the customer agrees to the proposal, the sales representative should prepare a contract for the customer to sign.

8. Installation: Once the contract is signed, the installation team should schedule the installation at a time that is convenient for the customer. If possible, installs should be performed the next day.

9. Inspection: Following the installation, a quality inspection should be performed by the comfort advisor. This is also a great opportunity for the advisor to ask for referrals.

10. Follow-up: After the installation is complete, the customer service representative should follow up with the customer to ensure they are satisfied with the work and address any issues that may arise. At the time of the follow up, the customer service representative should send a review request if it is deemed that the customer had a positive experience.

By following this standard procedure policy, HVAC companies can improve their chances of converting service calls into sales opportunities and ultimately increase their revenue.