How to stop winging it and start running clean jobs
Most HVAC startups don’t struggle because they don’t know how to install equipment.
They struggle because every job is handled differently.
Different pricing.
Different prep.
Different communication.
That inconsistency costs time, money, and trust.
A Standard Operating Procedure (SOP) fixes that. This isn’t corporate nonsense—it’s a repeatable path that takes you from the first phone call to a completed install without chaos.
This is the SOP I’d run if I were starting today.
🧠 Why Start-Ups Need an SOP Early (Not Later)
Here’s the hard truth:
If you don’t define your process, stress will.
An SOP:
-
Reduces mistakes
-
Shortens install days
-
Improves customer confidence
-
Makes pricing consistent
-
Makes training possible
You don’t need a binder. You need clear steps.
📞 STEP 1: The First Call (Set the Tone Immediately)
The first call isn’t about selling. It’s about control.
📋 What You Must Capture on Every Call
-
Customer name & address
-
Phone number & email
-
Problem description (their words)
-
System type (AC, furnace, heat pump)
-
Urgency level
Never rush this. A bad intake creates bad expectations.
🗣️ How You Answer Matters
You don’t need a script, but you need consistency.
Example tone:
“Thanks for calling—let’s get a few details so I can help you properly.”
Confidence beats friendliness every time.
🗓️ STEP 2: Scheduling the Job (No Guessing)
Never schedule based on hope.
⏱️ Scheduling Rules for Start-Ups
-
Buffer every job (especially installs)
-
Never stack installs back-to-back early on
-
Confirm appointment time clearly
Text or email confirmations reduce no-shows.
🚗 STEP 3: Pre-Visit Prep (Where Pros Separate Themselves)
Before you leave:
-
Review job notes
-
Verify equipment compatibility
-
Check permit requirements
-
Pack tools using a checklist
Prepared trucks save hours.
🏠 STEP 4: Arrival & Customer Walkthrough
First impressions are permanent.
🚪 Arrival SOP
-
Park cleanly
-
Introduce yourself
-
Explain what you’ll do first
-
Ask permission before accessing equipment
People trust what they understand.
🔍 STEP 5: Evaluation & Confirmation
Never install before confirming conditions.
🧪 What You Must Verify
-
Electrical capacity
-
Gas sizing & pressure (if applicable)
-
Duct condition
-
Clearances & venting
If something changes the scope, stop and explain.
💰 STEP 6: Pricing & Approval (No Surprises)
Surprises cause disputes.
🧾 Approval SOP
-
Present clear pricing
-
Explain what’s included
-
Get written or digital approval
Never “just start working.”
🛠️ STEP 7: The Install (Follow the Same Order Every Time)
Installs should feel boring—that’s a good thing.
🔧 Install Sequence Example
-
Protect the work area
-
Remove old equipment
-
Set new equipment
-
Connect mechanicals
-
Electrical & controls
-
Condensate & drainage
-
Final tightening & inspection
Consistency prevents missed steps.
❄️ STEP 8: Startup & Commissioning (Non-Negotiable)
This is where startups lose warranties.
🧪 Startup Checklist
-
Proper evacuation
-
Electrical verification
-
Gas pressure check
-
Airflow confirmation
-
Temperature split verification
Modern systems demand proper startup.
👉 EPA refrigerant handling rules:
🔗 https://www.epa.gov/section608
📑 STEP 9: Documentation & Photos
If it’s not documented, it didn’t happen.
📸 What to Document
-
Equipment model/serial
-
Startup readings
-
Before/after photos
-
Customer sign-off
Documentation protects you later.
🧹 STEP 10: Cleanup & Customer Education
Clean jobs get referrals.
🧼 Final Walkthrough SOP
-
Explain system operation
-
Review thermostat basics
-
Show filter location
-
Set maintenance expectations
Customers remember how you leave.
⭐ STEP 11: Reviews & Follow-Up
This is part of the SOP—not an afterthought.
📣 Follow-Up Process
-
Thank-you message
-
Review request link
-
Warranty info sent
👉 Google review basics:
🔗 https://support.google.com/business/answer/3474122
🚨 Common SOP Failures in Start-Ups
Avoid these:
❌ No intake notes
❌ No startup checklist
❌ Verbal-only approvals
❌ Inconsistent pricing
❌ No follow-up
Chaos isn’t growth—it’s leakage.
🧱 Tony’s SOP Rule
If a step:
-
Prevents a callback
-
Prevents a dispute
-
Prevents confusion
…it belongs in your SOP.
🔚 Final Word: SOPs Create Freedom
A good SOP:
-
Reduces stress
-
Makes training easier
-
Makes jobs predictable
-
Makes your business scalable
You don’t need perfection.
You need repeatability.
That’s how startups survive long enough to grow.
