Ask Me About Our Services
Have you heard about the great specials that are going on right now?
Over 10 Years
“Wow that’s old.. You have really gotten your money’s worth out of that old thing. I’m sure you already know most AC’s only last about 10-12 years?” The last time you did maintenance on your system What additional money did you spend? What did that do to your budget? Have you had any breakdowns/repairs with your system? How much did that cost? Issues? This Last summer what was your highest Electric bill? 10% rule High bill will pay for the new system! Do you adjust your thermostat to help your electric bill? Comfort Issue in the house? Do you adjust the thermostat to be comfortable in certain rooms? BOOK IT What you can do is get a free estimate, and that will give you options to solve the ______ problem we just identified, that makes sense doesn’t it……… Is today or tomorrow better for you?
Under 10 Years
Great news, with proper maintenance, you’re system has some life left in it. When was the last time you had your required A/C checkup? If unknown or along time, educate, if known, booked because they are past due…. Do you know how often you’re supposed to have your system serviced? It is Required you get that done 2x per year for most system warrantees and Home maintenance plans. You do this in the spring/summer for the AC and the fall/winter for the furnace/heater. BOOK IT Great news, you can get that booked right away and get your system back on a proper maintenance schedule. For a limited time it is only XX dollars, a huge savings of over xx dollars! This maintenance minimizes costly repairs, maximizes systems efficiency and maintains warrantees…..Is today or tomorrow better for you?
Getting an Estimate Script
Hi there. You mentioned you might be interested in a free estimate for a new heating or air conditioning system. Great — it’s no cost, no obligation. I know you’re busy here at the store, so we can come out later today between 2–4 or 4–6. Does either of those work, or would tomorrow morning be better? Perfect, let’s lock in 8–10 tomorrow morning. What’s your first name?
Now, the reason it’s good to get a free estimate is because most older systems cost you way more than you realize. New technology — like heat pumps or ductless systems — can be 3–4 times more efficient, especially if you have solar and a high true-up bill. Also, if your system uses the old R-22 refrigerant, that’s been banned in California and is very expensive. Even if parts are available, you’re just patching it for a few months. At some point you’ll have to replace it, so why not get the knowledge now? You don’t buy the first car on the first lot you see, right? Same thing here — it’s smart to get multiple estimates, starting with a free one.
Diagnostic Repair Script
Hey there, I heard you say your AC isn’t working right. What we do is a $99 diagnostic repair. That covers sending a technician to your home to check exactly what’s going on. If it’s something simple like a capacitor — like a battery for your AC — we’ll find it. If the unit is blowing warm air, that often means a refrigerant leak. And if you’re not getting air in certain rooms, it could be the ductwork.
With the $99 diagnostic, our tech will run dye, use a thermal camera, and pinpoint the problem. Once we know the issue, you decide if you want it fixed. If the repair is, say, $300, we’ll apply the $99 and fix it right then. Plus, we guarantee the repair.
Estimate for Duct Replacement Script
You mentioned your ductwork is about 30 years old and airflow is weak, even though you have a newer system. That usually means the ducts are the problem. We can do two things: a $99 diagnosis, or a free no-obligation estimate.
With the free estimate, our comfort advisor comes out, measures your square footage, checks your returns, and gives you an exact price for replacement. No pressure — just information.
Free Estimate for Duct Cleaning Script
You said you’ve noticed black or gray dust coming from the vents. That’s a sign the ducts need cleaning. Ducts should be cleaned
every 5–10 years because they’re like the arteries of your system — if they’re clogged, the whole system strains.
When ducts are dirty, your blower motor works harder, airflow drops, and your energy bill goes up. That’s why we recommend a free estimate for duct cleaning, so you know exactly what’s needed.
AC Tune-Up Script
You said you’ve noticed black or gray dust coming from the vents. That’s a sign the ducts need cleaning. Ducts should be cleaned every 5–10 years because they’re like the arteries of your system — if they’re clogged, the whole system strains.
When ducts are dirty, your blower motor works harder, airflow drops, and your energy bill goes up. That’s why we recommend a free estimate for duct cleaning, so you know exactly what’s needed.
Furnace Tune-Up Script
Here’s what we do with a furnace tune-up. Most furnaces are in the attic, closet, or garage — out of sight, out of mind.
We open it up, clean the igniter, combustion unit, firebox, and burner assembly.
People often notice a burning odor the first time they turn it on after a while — that’s normal, but a cleaning helps prevent buildup. We also check airflow in the ducts and calibrate the thermostat to keep bills lower. Since furnaces run on natural gas or propane, efficiency really matters.
And because most furnaces are over 10 years old, we prioritize those appointments. A $29 tune-up is a great entry point. If the system is very old, it’s also smart to get a free estimate on replacement or ductwork.
HEATING & COOLING SERVICES
How to do a PK
Introduce yourself and/or your company. Introduce yourself and/or your company. This is for building trust and credibility so associates know you are committed to taking care of our customers. Mention: How long you’ve been in business, how long you’ve been a THD service provider, how many employees you have, your THD IVOC score, and how “orange blooded” your company is.
Break the ice. Ex: “How many customers in the store right now do you think are interested in HVAC?” (typically not many) “Did you know that each season, roughly 7% of all homes will have an HVAC need? So if you have 10,000 footsteps a week, that’s 700 customers a week that will need something this summer (or winter) and probably don’t even know we offer HVAC services. So the biggest thing we need from associates – even more than leads, is to simply make customers aware that we offer these services”
Explain our HVAC Services.
• We offer installation, maintenance, repair and indoor air quality services.
• We install top brands like Carrier, Lennox and Rheem (mention the ones you install)
• We offer repair and maintenance of any existing system
• We install whole-house air quality products. You can also mention duct cleaning, insulation, etc. (if applicable).
• We also offer affordable financing options with 12 months no interest available EVERYDAY and up to 120 months financing for a low monthly payment option
• It’s important to let customers know that working through THD means peace of mind for them. THD stringently screens their service providers for expertise and customer service and all personnel goes through a rigorous background check. So customers not only get a high quality local contractor, the work is also 100% backed by The Home Depot.
Explain how the HVAC program works.
• New installations: This is a FREE consultation. One of our HVAC specialists will meet with the customer at their home, inspect the current system, and ductwork property, review any customer concerns and needs, and present several options based on their needs and budget and offer different financing options. If the customer decides to move forward, the installation will be scheduled for a later date.
• Repairs and Maintenance: These services have a fee associated with the visit (review regular and current fees). A technician will arrive within a given time window. If any repairs or accessories are recommended or needed, the technician will explain the findings and provide the customer a quote and obtain approval before proceeding. Most repairs can be made on the spot.
• It’s important to note that a common misperception is that customers assume they will pay more when going through The Home Depot. ACTUALLY, customers will pay the SAME amount going through THD as if they were going directly through the service provider.
FIND ideal customers:
• In the filter aisle - The biggest cause of a breakdown is a clogged filter. Ask customers how their system is working.
• In the thermostat aisle -Let customers know we can install their thermostat for them, and if there’s an issue with the system we an diagnose and repair it.
• Purchasing energy efficiency products like insulation, LED light bulbs, weather-stripping or window kits. Let them know the biggest use of energy comes from their HVAC system and a new efficient system can save hundreds each season.
• Purchasing spot heaters/coolers like window unit air conditioners, fans, or space heaters – Ask them if they have a heating or cooling issue, or if they have a room that’s always too hot/too cold.
• Purchasing disinfecting cleaning products, humidifiers, or air purifiers - Let them know we offer whole-house air quality products that can clean and humidifiy/dehumidify the air in entire home
• In Outdoor Garden - mention how weather is heating up, ask if they’ve had their AC tune-up yet.
Make our customers aware of our HVAC Services and START THE CONVERSATION:
• “Summer’s coming up fast… did you know that Home depot offers AC services?”
• “Are you ready for the hot weather? We’ve got a great discount on an AC tune-up to help make sure you’re ready”
• “Have you ever had to deal with an AC issue? If you’re thinking about upgrading, we offer FREE consultations and affordable financing up to 120 months.”
• Make sure to end EVERY customer conversation/interaction by handing them a HVAC sticker and saying THANK YOU: “Thanks for being a great customer! Here’s $10 off your next Heating or AC service. Put this sticker on your equipment so you can call us if you ever need anything” You can find these stickers on Ariba (CP12278.5).
Review current HVAC promotions
• Review any current promos covering start/end dates, discounts, and benefits
Discuss benefits to the stores
• All HVAC sales count toward your store sales and to success sharing. The average HVAC Install is over $7000 (update this to your avg install). That’s more than 100 average shopping carts!
• No inventory, no shrink and almost no labor!
• Happy Customers: Average VOC (voice of the customer) rating is 4.5/5 stars! (Talk about your IVOC)
• Associates get credit for the lead
Show Associates how to enter a lead:
• Call 800-HOME DEPOT (preferred for faster service) and follow the prompts
• Enter a lead in Service Connect
• Go to serviceconnect.homedepot.com on your store’s computer or FIRST phone
• Enter your store number, the customer’s zip code, and your LDAP (to get credit for the lead)
• Search for the program
• Follow the prompts to help the customer schedule an appointment
• If possible, enter the 3 days/times the customer is available for an appointment and opt them in for text notifications. This dramatically increases the conversion on leads!