Why Dispatch Is the Gatekeeper to Success

Let’s be real—dispatch often gets treated like a background role in the HVAC industry. Just get someone on the schedule, right?

The truth is, dispatch is one of the most critical levers in your company’s entire profitability strategy. Your dispatch board decides which tech gets which call. And not all calls—and not all techs—are created equal.

Too often, dispatch is reactive. Whoever’s open gets the next job.

But when you start viewing dispatch as a strategic revenue filter, everything changes.

The service board isn’t just where jobs get scheduled—it’s where opportunities are either maximized or wasted. That starts with asking the right questions up front and assigning the right tech for the outcome you want.

Here’s what your CSR should be asking on every single inbound call:

The first question after gathering name, address, pertinent info and entering into Service Titan

What’s the age of the system?
It’s the most important data point in dispatching for revenue.

If they don’t know the system age:
Follow up with: “How long have you lived in the home?”
This answer gives us massive insight. If they’ve lived there 10 years and don’t know the system age, odds are they’ve never replaced it (people remember that investment)—which likely means it’s 10+ years old.

That’s a high-priority opportunity and should be routed to your Level 3 expert tech—someone skilled in high-dollar repairs, lead flips, and upgrades. Remember, routing isn't a top priority in dispatching for profit. Your business plan should allot for additional drive time by techs. We are paying the drive time for the opportunity for our expert level techs to do their job and flip to sales for best revenue and margin gain.

Did we install the system?
If yes, check warranty status. Service Titan has an equipment section under the location tab—this needs to be utilized and understood by CSRs.

These calls are strategic but don’t always carry the same revenue weight. Again, they are our customer, so we should fit them in with a Level 1 tech. A recent install should be a pretty basic fix if the system was working at installation completion. Take into account how many systems they have, whether they are a VIP customer, or any other priority reason. We need to take care of them quickly, but schedule with the appropriate tech to keep our opportunity options open!

Are they a maintenance member?
Members should get priority, but don’t confuse loyalty with opportunity. Not all member calls are high ticket. Level 1 or 2 depending on age and history.


When CSRs ask the right questions and input them properly, the dispatcher can prioritize smarter—and the sales or service team can prep accordingly.

Not every tech is built for every call. And that’s okay.

Sales-heavy techs should get the leads with obvious replacement opportunity: old equipment, first-time callers, high complaint systems. Systems 7 or 8 years old and up to 10+ are in the sweet spot.

Fix-it techs are perfect for high-volume, quick-turn, repeat customers, and warranty work. Systems 4–8 years old.

Level 1 techs handle young system demand calls and maintenances, usually on systems 1–3 years old.

Comfort consultants should be available for lead flips, high-heat emergencies, or follow-ups from no-sales.

Don’t waste a lead closer on a simple thermostat reset. Don’t send your fix-it guy into a house with a 14-year-old system and a homeowner saying, “I think I need a new one.”

Even if you’re busy, not all calls are equal. Dispatch should leave room on the board for same-day high-priority opportunities. If someone calls with a 13-year-old system that’s down—and they aren’t a member—you might bump a tune-up to get that call in front of a closer.

The best-run companies treat dispatching like chess. You’re not filling a board, you’re moving pieces for the win.

Your company’s biggest profits come from system replacement. Service supports replacement. And dispatch supports service.
If your intake process is sharp and your dispatching is intentional, your replacement pipeline stays full—even in slow seasons.

Your dispatchers are more than schedulers—they’re the gatekeepers to your company’s growth. Give them the tools, training, and decision-making authority to own that role, and you’ll start to see what happens when service becomes strategy.