# CSR Script Pack — Cowboy's AC

**Three scripts to deploy this week. Each script is short, customer-friendly, and ties directly to a measurable HCP field.**

Prepared by Michael Scott Lopez · June 8, 2026

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## Script 1 — Email Capture (every call, every time)

**Why:** 40% of customers have no email on file (≈16,000 customers). Email is required for automated review requests, post-job follow-ups, marketing, service-plan renewal reminders.

### Standard opening (add to the existing greeting)

> "Thanks for calling Cowboy's AC, this is [name]. Before I get you on the schedule, what's the best phone number we can reach you at, and what's a good email so I can send your confirmation and your tech's photo on the way?"

**Notes:**
- **Always frame email as "for your confirmation"** — never as marketing
- If customer hesitates: "It's just so you have a record of the appointment and a way to verify the tech is real before they show up"
- If customer refuses: log "REFUSED" in the email field so it doesn't look blank in reports

### Daily KPI for CSRs
- **Email capture rate goal: 90%+** (we're currently at ~60%)
- Weekly leaderboard posted in the call room

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## Script 2 — Lead Source Capture (standardized, every call)

**Why:** Job-level lead source is at 96% (great), but customer-level is at 34%. Also, 9 Call Room agent variants split what's actually one channel.

### Ask the question (always after email)

> "And just so we know how to find more folks like you — how did you hear about Cowboy's? Was it a TV ad, a previous visit, a friend, a Google search, our flyer, or something else?"

**Then pick the ONE matching source from the approved list:**

| Customer says... | Pick this lead source |
|---|---|
| "I've used you before" | Previous Customer |
| "Google" / "Online" | Google |
| "A friend told me" | Referral |
| "Saw the truck/van" | Van Advertisement |
| "Got a flyer in the mail" | Door Flyers |
| "TV ad" (any channel) | Ask which channel → KSAT 12 / Fox 29 / KENS 5 / WOAI / Channel 29 KABB |
| "Heard on the radio" | Radio Advertisement |
| "Facebook" / "Instagram" / "TikTok" | The matching social channel |
| "Trane recommended you" | Trane Dealer Locater |
| Call Room transfer | Call Room (use AGENT name from CallRail) |
| Anything else | Ask one follow-up; never use "Unspecified" |

**DO NOT use these (deprecated — being cleaned up):**
- "greg", "josh lead", "JP's Mom", "Justin Martinez" — these were personal-name placeholders
- Anything with a trailing space ("Previous Customer ", "Trane Dealer Locater ")
- Numbered variants like "TUNEUP4", "TUNEUP6" — use plain "Tune Up Special" + a tag for the campaign

### Daily KPI for CSRs
- **Lead source set at customer-level goal: 95%+** (currently 34%)
- Zero "Unspecified" allowed unless customer truly refuses to say

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## Script 3 — Leads Pipeline (non-same-day calls become Leads, not Jobs)

**Why:** Only 9 leads in the HCP Leads module today. Every call that doesn't book same-day should be a Lead — that's how we measure close rate and follow up systematically.

### Decision tree at intake

```
Customer calls in
   |
   v
Is this an emergency / same-day demand / scheduled tune-up?
   |
   ├── YES → Create a Job in HCP. Done.
   |
   └── NO (estimate, replacement quote, "I want to think about it") 
        → Create a LEAD in HCP, not a Job
              |
              v
        Lead stage starts as: "New"
```

### Lead stage transitions

| Stage | When to move to it | CSR action |
|---|---|---|
| **New** | Lead is created | Schedule the in-home estimate |
| **Contacted** | Tech / estimator has reached the customer | Confirm the visit |
| **Estimate Sent** | Estimate document delivered | Schedule the 48-hour follow-up |
| **Won** | Customer signs the estimate / books the install | Convert lead to job |
| **Lost** | Customer says no | **Pick a lost-reason** (required field — see below) |

### Lost-reason codes (one of these, every time)

- **Price** — went with a cheaper competitor or said too expensive
- **Timing** — not ready yet, "next year"
- **Competitor** — chose a specific competitor (which one?)
- **No response** — never returned calls/texts
- **DIY / Family member** — going to do it themselves or have a family member do it
- **Sold / Moving** — no longer their property
- **Scope changed** — decided on a different solution
- **Other** — write 1 sentence explaining

### Daily KPI
- **Lead → Won close rate goal: 50%+** for replacement estimates
- **Follow-up window: 48 hours max** between Estimate Sent and the next contact

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## Roll-out plan for the script pack

| Day | Action | Owner |
|---|---|---|
| Day 1 | Print this pack; staple to each CSR workstation | Office Manager |
| Day 2-3 | 30-min team training; role-play each script | Office Manager + Senior CSR |
| Day 4 | Activate the three KPIs in the weekly CSR leaderboard | Operations |
| Day 7 | First weekly review: email capture rate, lead source coverage, leads-vs-jobs ratio | Operations |
| Day 30 | Re-audit: measure improvement in HCP customer-email % and lead-source completeness | Michael Scott Lopez |

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*Prepared by Michael Scott Lopez for Cowboy's Air Conditioning & Heating*