Enter the access code to continue.
The boiler customer already has a price before anyone speaks to them. So the sales job is not "what does it cost" — it is "why us, and when can we fit it."
About this document. The process below is drawn from how established UK heat pump and boiler installers actually run their sales — Installer A (the reference process), Installer B, Installer C and Installer D — adapted to Gas Tech's services and tooling. Customer messages quoted are verbatim, with names removed. Use Companies in the bar above to hide the installer names before sharing this page.
Before this goes on the wall
Each appears in the scripts below as a bracketed placeholder. Nothing here blocks reading the document — it blocks using it on a live call.
| # | Decision | What the system currently does | Gas Tech |
|---|---|---|---|
| 1 | Warranty years by brand — the script says "[N]-year warranty" and it is the main answer to a cheaper competitor | Site shows Viessmann up to 12, Baxi and Vaillant up to 10 | CONFIRM |
| 2 | Combi conversion surcharge — is £1,800 still the live figure? | Default £1,800, configurable from admin Master Controls | CONFIRM |
| 3 | Vertical flue allowance and the exact refund wording | £600 inc VAT, added automatically, stated as "subject to survey" | CONFIRM |
| 4 | Is the E-Survey price contractually fixed? Handlers say "fixed" — confirm what that means if something is found on the day | Page calls it "your fixed installation price" | CONFIRM |
| 5 | Typical install lead time to quote on a call | — | CONFIRM |
| 6 | No-heat emergency policy — can we promise same-week for a dead boiler? | — | CONFIRM |
| 7 | Do Gas Tech offer repairs, or replacement only? | Affects the honest answer to "do I need a new one?" | CONFIRM |
| 8 | Who fills Lead Handler / Coordinator | — | CONFIRM |
| 9 | Service area — the postcode boundary handlers disqualify on | — | CONFIRM |
Section 1
How every boiler lead is handled, regardless of who picks up the phone.
This is the response-time standard for the whole process, in one place. Each row is a trigger and the window you have to react to it — nothing here is about what you say, only how quickly you say it.
Treat it as the baseline the rest of the document assumes. Where a later section gives you a script or a sequence, the timings it runs on are these.
A boiler lead is usually replacing something that is broken or about to break. They are getting three quotes this week, not this quarter. The heat pump customer is planning a project; the boiler customer is solving a problem.
| Lead state | First contact |
|---|---|
| Quote viewed / quote saved by email | Within 5 minutes |
| E-Survey completed (photos in) | Within 15 minutes |
| Pending phone verification | Within the hour |
| Abandoned mid-quiz | Within 30 minutes |
| Callback request | At the exact time booked |
| No heating or hot water | Drop everything |
Seven attempts across eight days, then you stop. Tighter than the heat pump cadence because a boiler lead is usually replacing something broken — they are deciding this week, and by day eight they have almost certainly booked someone else.
| Attempt | When | What you do |
|---|---|---|
| 1 | Day 0, within 5 minutes | Call + automated SMS |
| 2 | Day 0, two hours later | Call |
| 3 | Day 1 | Call at a different time of day + SMS |
| 4 | Day 2 | Call |
| 5 | Day 3 | Call + email (warranty and reviews) |
| 6 | Day 5 | Call |
| 7 | Day 8 | Call + SMS: "Shall I close your file, or is now just not the moment?" |
Homeowners are not all sitting by the phone between nine and five. Some work nights and sleep through the morning, some are on site with no signal until they knock off, some are retired and answer anything, some are at a desk and can only talk at lunch or on the commute home. The eight attempts above are only eight attempts if they land at eight different kinds of moment — calling the same lead at 11am every day is one attempt repeated, and the record will show eight no-answers that tell you nothing.
The calling window is 08:30 to 18:00. Work it in blocks, and never chase the same lead twice in the same block until you have tried them all.
| Block | Who you are most likely to reach | Use it for |
|---|---|---|
| 08:30 – 09:30 | Early starters, trades before they get on site, people working from home settling in | Brand-new leads — this is the block that catches someone before their day takes over |
| 09:30 – 12:00 | Retired and semi-retired homeowners, people at home in the day, night workers who have just come off shift | The most productive block for heat pump leads, who skew older and more often at home |
| 12:00 – 14:00 | Office and desk workers on a break | Anyone you have failed to reach in the morning blocks |
| 14:00 – 16:30 | At-home homeowners again, plus shift workers before an evening start | Follow-ups and second attempts |
| 16:30 – 18:00 | Full-time workers finishing up or on the commute — often the only time they will pick up | The block most teams skip and the one that rescues hard-to-reach leads. Save your day-5 and day-8 attempts for it |
The rule in one line: every attempt on a lead goes in a different block from the last one. If you have tried them twice in the morning, the third attempt is late afternoon. If a lead tells you when they are free — a shift pattern, a lunch break, "after six" — that beats every rule above; write it in the record and ring then.
A dead boiler overrides all of this. If they have told you there is no heating or hot water, ignore the blocks and the cadence and stay on it until you reach them — they are ringing other people today.
These are the channels Gas Tech uses to reach a lead. Nothing else is in play, and nothing here should be added to without deciding who owns it and what it is for.
| Channel | Status | What it is for |
|---|---|---|
| Outbound calls | Live — primary | Qualifying, quoting, closing, and every objection. This is where the sale happens; everything else exists to get you onto a call |
| Inbound calls | Live | Customers ringing in and returning missed calls. Answered live where possible, rung straight back where not |
| SMS | Live — primary messaging | First response, booking links, reminders, and anything time-critical |
| Live | The quote, the proposal, the calendar invite — anything the customer needs to keep, print or forward to a partner | |
| Agreed — separate sales account to set up | Conversation once a lead has replied, and collecting photos |
Yes — and yes to a separate account for it.
The point of a separate account is to keep sales away from operations. Chasing leads at volume can get a number temporarily blocked — some people who half-remember filling in a form will block or report it — and you do not want that landing on the number you run the business and your existing customers on.
If it does happen it is fixable. Contact Meta directly and ask for the number to be reinstated permanently. It is a fairly common thing on a new business account doing lead follow-up and it gets sorted — it is an inconvenience, not a lost number.
What you'll need: a second phone number, and a device to run it on — WhatsApp Business ties one account to one number, so it cannot share the number operations already uses.
| Metric | Target |
|---|---|
| Quiz completion rate | Track weekly — this is an ad-spend metric |
| Quote → contact within 5 min | ≥90% |
| Quote viewed → E-Survey completed | ≥25% |
| E-Survey → install booked | ≥50% |
| Quote → install booked, overall | ≥12% |
| Abandoned quiz recovered | ≥15% |
| Pending verification recovered | ≥30% |
| Boiler leads cross-sold to heat pumps | Track — this is free pipeline |
Section 2
Ad to installed boiler. Colour tells you who acts and what kind of moment it is — read the key first.
By the time a handler picks up the phone, the contact record already holds: fuel, current boiler type, cylinder type, water flow rate, whether they want to convert to a combi, current and desired boiler location, property type, bedrooms, baths, showers, flue direction and clearances, replacement timing, and how they heard about Gas Tech. If they did the E-Survey, it also holds photographs of the boiler, its data badge, the pipework, the flue and the gas meter.
Nobody starts a boiler call by asking a question the quiz already answered.
Section 3 — the mechanic Gas Tech asked about
What the system actually does to the number, and how to talk about it without sounding caught out.
| Boiler | From | Monthly | Warranty |
|---|---|---|---|
| Viessmann Vitodens 100-W | £1,710 | £23.82 | up to 12 years |
| Baxi 4000 | £2,160 | £30.08 | up to 10 years |
| Vaillant | £2,590 | £36.07 | up to 10 years |
All include a free magnetic filter and chemical flush.
£1,710 is an entry price, not an average.
Cheapest boiler, smallest output tier, straight like-for-like swap with nothing else going on. Most customers will not land there, and the handler has to own that gap rather than be surprised by it.
The quiz answers, not the advert:
Their price = the boiler for their category and size tier + £1,800 if converting to a combi + £600 if the flue exits through the roof
The customer completes the quiz, gets an SMS code, and the personalised prices are not released until that code is entered. The contact is tagged Pending Phone Verification the moment they land, flipping to Phone Number Verified once they confirm.
| Tag on the record | What it actually means | How to open the call |
|---|---|---|
Pending Phone Verification | They have never seen a price. They finished a 17-step quiz and hit a wall — an interested lead with an unread text | "You never got to see them — shall I just read you the price now?" |
Phone Number Verified | They have seen their real number. The conversation starts from that figure, not from £1,710 — and the mobile is proven good, because they proved it | "You'll have seen the [MODEL] at £[PRICE]. What did you make of it?" |
The system's own recovery email says the quiet part out loud: "It looks like your mobile number wasn't verified in time, so we couldn't release your personalised prices." That group finished a 17-step quiz. They want the number. Ring them and give it to them.
This will come up. It is a fair question with a straight answer. Never sound caught out.
"Good question — that £1,710 is our entry price: the Viessmann, smallest output, straight swap for a like-for-like boiler.
Yours is £[PRICE], and the difference is [whichever apply] — you're going from a [regular boiler] to a combi, which is new pipework, taking the cylinder and tank out and new controls, so that's £1,800 of actual work. And your flue goes out through the roof, so there's a £600 allowance in there in case a roofer's needed — that comes straight off if it turns out we don't need one.
Everything else is the same: the boiler, the fit, the warranty, the flush, the filter, the certificates and Gas Safe registration. There's nothing added on the day."
Volunteer the roof-flue refund before they ask. It is already on the page, it costs nothing to say, and it is the fastest trust-builder in the boiler script.
Section 4
One job: confirm the price, get the photos, book the installation date. There is no design stage and no grant to explain — this is a short cycle, so close to the install, not to a survey.
"Boiler lead" is not one thing. Read the state off the record first — each one needs a different opening.
| State | What happened | Priority | The call |
|---|---|---|---|
| A · Quote saved by email | Asked for it in writing | Hottest | They are comparing you against someone right now |
| B · Quote viewed, no action | Saw prices, left | Highest volume | Warm — they saw your prices and didn't run |
| C · E-Survey completed | Uploaded five photos | High | Serious. Confirm the price and book |
| D · Pending phone verification | Finished the quiz, never saw a price | High | Read them the price on the phone — section 5 |
| E · Abandoned mid-quiz | Started, stopped | Medium | Finish it for them, on the phone — section 5 |
| F · Callback request | Skipped the quiz, asked to be rung | High | Run the quiz questions conversationally, then price |
"Hi, is that [NAME]? It's [YOU] from Gas Tech Heating — you built a boiler quote on our site earlier for the [PROPERTY TYPE] on [STREET]. I've got it in front of me. Have you got two minutes?"
Specific beats generic. They gave you fourteen answers; using them proves this isn't a call centre.
"So it's showing a [CURRENT BOILER TYPE], and you're looking at [COMBI / like-for-like], staying in the [LOCATION] — that right?"
One question, three facts confirmed. Then the question everything else hangs on:
"And how's the current one behaving — is it limping, or has it packed in altogether?"
This is the urgency question, and it sets the whole call. A dead boiler is a today decision. A working fifteen-year-old boiler is a this-month decision. No heating or hot water = drop everything — same-week install, and say so out loud.
They have the number. Don't re-sell the number — sell what's around it.
"So you'll have seen the [MODEL] at £[PRICE]. What did you make of it?"
Go straight to booking. Don't add steps and don't keep selling.
"Fair enough. Worth knowing what's inside that figure though — it's the boiler, the fit, the [N]-year warranty, the system flush, the magnetic filter, the certificates and Gas Safe registration. A lot of the cheaper numbers you'll see are the boiler and the labour and nothing else, and you find out about the rest afterwards. What was the other quote covering?"
"Who from, and what boiler? … Right, so that's a [X]-year warranty against our [Y]. Over the life of it that's usually the bigger number. Are they Gas Safe registered and giving you a written fixed price?"
Section 3.4. Answer it straight, and volunteer the flue refund.
"That's what the quiz did — [N] bedrooms, [N] baths, [N] showers, so it's put you on the [kW] range. If your hot water's ever been weak, that's exactly what the survey checks."
"So from here: you send five photos through the link — the boiler, the badge on it, the pipework underneath, the flue outside and the gas meter. Three minutes on your phone. That lets our engineer confirm your fixed price without anyone having to come out.
Then we book the install. I've got [DAY] and [DAY] this month — what suits?"
"You've already sent the photos, so I can confirm that price as fixed today. Which works — [DAY] or [DAY]?"
That customer has done the work. Book them. Do not add steps.
"No problem. Can I ask — is it the price, the timing, or are you weighing us up against someone else?"
Three options, all easy to admit to. They'll pick one, and then you know what you're actually dealing with. Handle it, then ask for the date again.
Move the stage, fill every field, and write the note:
| Field | Why it matters |
|---|---|
| Boiler state — limping or dead | Sets urgency and everything downstream |
| Price they saw, and their reaction to it | So nobody contradicts you later |
| Whether the £1,710 question came up, and how it landed | Tells you if the ad is setting the wrong expectation |
| Competing quote — who, what boiler, what warranty | Competitive positioning |
| Photos sent — yes/no, and what's missing | The blocker to a fixed price |
| Install date offered and their answer | |
| Heat pump interest — yes/no | Triggers the second opportunity. Section 8.6 |
| Objections raised | So the next caller pre-empts them |
Section 5
Two groups of people who wanted a price and didn't get one. Both are currently invisible, and both are recoverable with one phone call.
They completed seventeen steps and hit a code they never entered. This is not a cold lead.
"Hi [NAME], it's [YOU] from Gas Tech Heating. You built a boiler quote on our site — we text you a code to unlock the prices and I don't think it came through, so you never got to see them. Rather than send you back round it, shall I just read you the price now?"
Then read it. Then book. They want the number. Nothing about this call needs to be clever.
They stopped somewhere — usually at the contact step, or when the flue questions got technical.
"Hi [NAME], it's [YOU] from Gas Tech Heating — you started a boiler quote on our website and it looks like it didn't quite finish. Rather than make you go back through it, I can do the last few questions with you now and give you the price on the phone. Two minutes?"
Run the remaining questions conversationally and read the price at the end.
Removing the friction is the entire play.
The ones who abandoned at the flue questions are not uninterested. They just didn't know the answer, and nobody was there to help them.
Section 6
Seven additions. Four of them exist purely because a real, sizeable group of leads currently has nowhere to live.
| Stage | Why it's needed |
|---|---|
| Quote Viewed — No Action ADD | The biggest single group in the funnel, currently with no home |
| Quote Saved (Email) ADD | The hottest lead in the system. Must be visibly separate or it drowns in the volume above |
| Pending Phone Verification ADD | An interested lead who has never seen a price. Completely invisible today |
| Quiz Abandoned ADD | Recoverable with one phone call. Currently untracked |
| Fixed Price Confirmed ADD | The moment an estimate becomes a firm price. Currently invisible |
| Sales Chase ADD | Nothing currently catches the post-quote chase |
| Do Not Contact ADD | Compliance |
Three of these can be driven off tags the quote system already writes — Pending Phone Verification, Phone Number Verified, Saved Quote and E-Survey are set by the code today. The stages just need to exist and the workflows need to move opportunities into them.
New Lead → Quote Viewed — No Action → Quote Saved (Email) → Pending Phone Verification → Quiz Abandoned → Reactivation → Referral → Conversation – Lead Reply → No Answer → Callback Request → Callback Request Booked → Consultation Call Booked (Manual) → Online Survey (Photos Sent) → Fixed Price Confirmed → Home Survey Booked → Future Call Backs → Canceled Appointment → Sales Chase → Contract Signed → Installation Job Booked In → Issue With Installation → Job Completed – Awaiting Handover → After Care Call → Review & Referrals – Sending → Clicked Review Link → End Of Process → Didn't Go Ahead → Disqualified → Replied "Stop" → Do Not Contact
Most lead tags are written by CRM workflows, not by the quote tool. The code writes only Website Lead, Boiler Quote, Pending Phone Verification → Phone Number Verified, facebook ads / google ads, plus Saved Quote, E-Survey and Request a Call. Everything else is a workflow action and has to be changed by hand in the CRM — there is no API for it. Worth knowing before anyone asks for "a quick tag change."
Section 7
One per lead state. The quote system already delivers the lead — this is what happens next.
| Trigger | Sequence |
|---|---|
| Quote completed, not booked | SMS at 15 min → email at 2h with the quote link → SMS day 1 → call day 1 → email day 3 (warranty + reviews) → call day 5 → day 8 "shall I close your file?" |
| Quote saved by email | Immediate call task. SMS: "Sent your quote over — I'm [NAME], any questions just reply here." |
| Pending phone verification | SMS resend at 15 min → call within the hour → recovery email day 1 → call day 2 |
| E-Survey completed | Instant internal alert. Call within 15 minutes. Confirm the fixed price |
| Quiz abandoned | SMS at 30 min with a resume link → recovery call same day → email day 2 |
| Install booked | Confirmation → T-7d → T-1d → morning-of |
| Job completed | Handover → review request → referral request at 30 days |
Stop the sequence the moment a human takes over. Automated chasers that keep firing after someone has already booked undo the work the booking just did.
Section 8
Every objection here is real, taken verbatim from inbound customer messages. If a lead says it to you, it is in here.
Section 3.4. Entry price, name the two surcharges, volunteer the flue refund.
"You probably have. What's in theirs? Ours is the boiler, the fit, the flush, the filter, the certificates and the [N]-year warranty — a lot of the cheap headline prices are boiler-and-labour and the rest gets added on the day. What boiler were they quoting, and what warranty?"
The single biggest fear in boiler replacement — and the E-Survey is the whole answer to it.
"That's exactly why we do the photo survey. You send five photos, our engineer confirms it, and the price is fixed before anyone comes out. No 'we've found something' on the day."
Confirm with Gas Tech what "fixed" means contractually if something genuinely is found on the day (open decision 4). Handlers should not promise more than the business will stand behind.
"OK — is it more than you'd budgeted, or more than someone else has quoted you?"
Two completely different problems. Budget → the monthly finance figure. Competitor → warranty and what's included.
"No — the government grant is for heat pumps, not gas boilers. If you like, I can show you what a heat pump would look like for your place alongside the boiler price and you can compare. Some people are surprised."
This is the cross-sell. See 8.6.
"Honest answer — depends on the age and the fault. What's it doing? … How old is it? … If it's [15+] years you're often spending good money on a bad boiler, but I'm not going to tell you to replace something that's fixable. Send the photos over and the engineer will give you a straight answer either way."
Radical honesty converts. It is why customers trust the recommendation when it does come — and it is why they ring you back rather than the company that just said "replace it."
"If the photos come through today I can usually get you booked for [TIMEFRAME]. Is it urgent — have you got heating and hot water at the moment?"
No heat = drop everything. Same-week install, and say so.
"That's what the quiz did — [N] bedrooms, [N] baths, [N] showers, so it's put you on the [kW] range. If your hot water's ever been weak, that's exactly the thing the survey checks."
"Sorry, which company is this? I'm collecting price estimates from various companies." · "Please tell me who you are??"
"It's [NAME] from Gas Tech Heating — you built a boiler quote on our website on [DATE]. Does that ring a bell?"
Then one proof point — years trading, Gas Safe registered, local, reviews — and move on. No defensiveness.
"Are you real or an ai?" · "Is this a chatbot or a person? What is your name please"
"Ha — no, I'm a real person, not a chatbot, promise. I'm [NAME], I'm at the office in [TOWN]. Right, so about the boiler —"
"Course — you should. Two things worth having while you compare: what's actually included, and the warranty length, because that's where the quotes usually differ rather than the headline number. Send the five photos over and I'll get yours confirmed as a fixed price, then you're comparing like for like. Takes three minutes."
"Of course. I'll put a note in for [SPECIFIC DATE]. Only thing I'd say — if it does pack in before then, ring me and I'll get you to the front of the queue rather than starting from scratch."
Always leave with a date. And with a boiler, always leave the emergency door open.
Earn one more question. One.
"No problem at all — can I just ask, so I know for our end: is it the price, the timing, or have you gone with someone else?"
"Understood, thanks for being straight with me. I'll close your file so you stop hearing from us. If it comes back round, my number's on the text — ask for [NAME]."
"No. Please delete my contact details from your system."
"Done — I've removed you now. Sorry for the bother."
No pitch, no last try. Do Not Contact, immediately. Non-negotiable.
A mains-gas homeowner replacing a boiler is a £7,500 heat pump lead who doesn't know it yet.
If they show any interest after the grant question: create a second opportunity in the heat pump pipeline and run the heat pump process. Do not merge the records, and do not let it stall the boiler sale — the boiler is the one that's urgent. Track it; it is free pipeline.
| They say | You do |
|---|---|
| "Why isn't it £1,710?" | Entry price. Name the two surcharges. Volunteer the flue refund |
| "Will the price change on the day?" | That's what the five photos prevent |
| "Seen it cheaper online" | What's in theirs? Warranty, flush, filter, certificates |
| "Too expensive" | Budget or competitor? Then monthly, or what's included |
| "Can I get a grant?" | No — and that's your heat pump cross-sell |
| "Repair or replace?" | Straight answer. Photos, then the engineer decides |
| "How quickly?" | Ask if they have heat. No heat = same week |
| "Right size?" | Beds, baths, showers set the kW range |
| "Are you a bot?" | "Real person, [name], based in [town]" |
| "Just getting quotes" | Get the photos in so they're comparing like for like |
| "Ring me next month" | Get the date. Leave the emergency door open |
| "Not interested" | One question: price, timing, or someone else? |
| "Remove me" | Do it. Say sorry. Stop |
Section 9
What has to be configured and decided before this runs on a live lead.