One of the Key Performance Indicators (KPIs) of a Service Technician is to generate Qualified Sales Leads (QSLs).  

“If the equipment is ‘old,’ the Technician should inform/educate the customer.  Furthermore, the Technician should ask if the customer would like a written proposal for replacement.  If they do, gather all the necessary information about the equipment and forward it to the Sales Team (Brett).  Be detailed.  Model #s?  Upflow or horizontal?  Single-story or two-story home?  What is the filter size?  What is the condition of the ductwork?  How wide is the attic access, if applicable?  Does the homeowner have any complaints about hot spots?  Etc.

Our goal: 12% of calls should result in a Qualified Sales Lead being passed on to the Sales Team” (#9 at https://inside.theacguys.com/service-technician-kpis/).

As the Service Technician, you’re not necessarily selling anything; you are simply educating the customer that their equipment is showing signs of age and consideration should be given to replacing it.  And, you’re offering them free information: a written proposal.

If they are interested,

  1. Make sure the customer’s contact information is complete, including their email address.
  2. Document the necessary information (see above) in the Private Notes and Attachments (pictures) section of the call.
  3. Tag the call (under Job Tags) with the #Qualified Sales Lead.
  4. Let the Office and Sales Team know (via text) that you submitted a QSL.

Here’s where the fun begins: for every Qualified Sales Lead you submit that converts into a sale, you get:

  • A $50 bonus for condensers or evaporator coils.
  • A $100 bonus for complete system change-outs.
    Note: the bonus is only paid out after the project has been completed.
    Note Too: mini-splits are paid at half the above rate.
    Note Three: commercial applications are paid at half the above rate.

Communication is key in this entire QSL KPI Bonus process.

  • You are helping the customer by letting them know their system is nearing its life expectancy.
  • Getting complete information to the Sales Team will help them write a solid proposal.
  • Letting the Office know that you submitted a QSL will ensure they track your potential bonus.