Getting Comfortable Together

• What brought you here today to consider replacing or upgrading your home's heating and cooling system?
• How soon do you need a working heating or cooling system in place? Options: Immediately — system failed or unsafe, Within 2 weeks, 1–2 months, This season but not urgent, Just researching for future
• Which existing equipment do you currently have and what condition is it in? Options: Gas furnace, Electric furnace/baseboard, Air conditioner, Existing heat pump, Ductless mini‑split(s), No central system / new build, Unsure / need inspection
• Have you looked into heat pumps before today? If yes, what stuck out to you (good or bad)? Options: Never looked into them, Read a little online, Spoke with other contractors, Had past installation experience, Unsure / mixed impressions
• Who else will be part of the decision process (partner, family member, HOA, landlord)? Options: Me only, Partner/spouse, Other household member(s), Homeowner association, Property manager/landlord, Other — explain
• What one outcome would make this project feel like a complete success to you?

If Your Home Could Speak, What Would It Say?

• When during the year does your home feel most uncomfortable — and what does that feel like? Options: Deep winter (very cold), Late fall/early spring (variable), Summer (too hot), All year — uneven comfort, Only during nights or specific hours
• Which rooms are often colder, warmer, or drafty compared with the rest of the house? Tell us specific rooms and times if possible.
• How long have you been putting up with these comfort issues? Options: Just started this season, Several months, A few years, Since we moved in / long term
• How does the lack of consistent comfort affect daily life—sleep, work-from-home, kids, health, or mood?
• When you picture the ideal indoor temperature and feel, what specific details matter most (consistent rooms, humidity, quiet, instant recovery)? Options: Consistent temperature throughout, Low humidity, Low noise, Quick recovery after setback, Energy savings, Other

What’s the Real Cost of Keeping Things As‑Is?

• If nothing changes, what do you expect your heating and cooling expenses and risks to look like over the next 1–3 years? Options: Rising repair bills, Higher energy costs, Likely emergency replacement, Manageable for now, Unsure
• What is your typical combined monthly energy bill during the coldest months? Options: Under $75, $75–$150, $150–$300, $300–$500, Over $500, Not sure / vary widely
• What fuel(s) do you currently rely on for heating and hot water? Options: Natural gas, Propane, Oil, Electric resistance, Heat pump, Wood / pellet, Mixed / unsure
• Have you had any unexpected HVAC failures, emergency repairs, or safety concerns in the last two winters? Please describe what happened and the impact.
• How interested are you in assistance with rebates, federal tax credits, or utility incentives that could lower your upfront cost? Options: Very interested — please help, Somewhat interested — tell me options, Not interested / not eligible, Unsure if eligible

And About Comfort — When Is 'Good Enough' Not Good Enough?

• Would you accept a system that lowers bills but leaves some rooms cooler, or do you require uniform comfort even if it costs more? Options: Uniform comfort is required, Prefer balance of savings and comfort, Prioritize lowest cost, Open to options with tradeoffs
• How low or high do you want indoor temperatures to stay during extreme weather (give a target range)?
• How concerned are you about cold‑climate performance—will you feel comfortable relying on a heat pump in subfreezing temperatures? Options: Very concerned, Somewhat concerned but open, Not concerned — comfortable with tech, Unsure — want explanation
• How important is minimizing outdoor unit noise or visual impact on your property? Options: Very important, Somewhat important, Not important, Unsure
• Do anyone in the house have sensitivities (allergies, respiratory issues, infants, elderly) that affect desired indoor air quality or humidity? Options: Yes — allergies/asthma, Yes — infant/elderly considerations, No known sensitivities, Unsure

Money Talks — What's Worth Investing For You?

• If an efficient heat pump can cut your annual energy spending, would you prefer lower upfront cost or lower long‑term cost? Options: Lower upfront cost, Lower long‑term cost, Balance of both, Depends on payback details
• Which of these budget ranges best matches what you'd be comfortable discussing for a whole‑home heat pump solution (equipment + install)? Options: Under $7,500, $7,500–$15,000, $15,000–$30,000, $30,000–$50,000, Over $50,000, Need contractor estimate first
• Are you open to financing or monthly payment options if it reduces upfront cost? Options: Yes — open to financing, Maybe — depends on terms, No — will pay cash, Unsure
• How much does warranty and long‑term service support factor into your decision (e.g., labor warranties, extended parts, maintenance plans)? Options: Top priority, Important, Somewhat important, Not important
• Would you prioritize a slightly higher‑cost premium brand if it promised better cold‑climate performance and longer warranty? Options: Yes, Maybe — show comparison, No — prefer best value, Unsure

How Do You Want This to Go — From Paperwork to Final High‑Five?

• If the process could be perfect, what would the installation experience look and feel like from your perspective?
• What level of communication would you prefer during the project (daily updates, milestone check‑ins, text only, or a single point of contact)? Options: Daily updates, Milestone check‑ins, Text/call as needed, Single point of contact only, Other
• Do you have any known permitting, HOA, or landlord approval steps that might affect scheduling or equipment placement? Options: HOA rules apply, Landlord approval needed, Permits likely required, No known restrictions, Unsure — need help checking
• When would you ideally like the work scheduled (season, dates, weekdays/weekends)? Options: As soon as possible, Within 1–2 months, Specific season (specify below), Flexible — just weekdays, Flexible — weekends okay
• Would you like us to handle rebate and incentive paperwork on your behalf, or would you prefer to manage it yourself? Options: Please handle everything, Help and guidance only, I will handle it, Unsure — explain process

If We Built the Ideal System, What Would It Include?

• Imagine the perfect HVAC setup for your home—would you favor an air‑source system, ground‑source, ductless zones, or a hybrid approach? Options: Air‑source heat pump (central), Ductless / mini‑splits, Ground‑source (geothermal), Hybrid (heat pump + backup furnace), Undecided — need guidance
• Do you have a duct system today and, if so, how would you describe its condition? Options: Existing ducts in good condition, Ducts need repair/insulation, No ducts / new build, Ductless now, Unsure — need assessment
• Which features matter most in equipment selection—efficiency, brand reputation, cold‑climate rating, noise level, smart controls, or initial cost? Options: High efficiency (SEER/HSPF), Cold‑climate performance, Low noise, Brand reputation, Smart thermostat integration, Lowest upfront cost
• Are you interested in integrating the heat pump with domestic hot water, solar, or home energy management now or in the future? Options: Yes — interested now, Maybe — future interest, No — not interested, Unsure — want to learn more
• If outdoor unit placement is sensitive (noise, visibility), what constraints or preferences should we know about?

Setting Success — How Will You Know We Got It Right?

• What specific measurable outcomes would convince you this project succeeded (example: 'rooms within 1°F', '20% energy savings', 'noise under X dB')?
• Which of these would you like included in an acceptance checklist at commissioning? Options: Target temperature across rooms, Verified backup heat behavior, Noise measurement, Installer walkthrough/orientation, System documentation and warranty registration
• How soon after installation would you expect a follow‑up visit or check‑in to confirm performance meets expectations? Options: Within 1 week, After 1 month, After first heating season, Only if issues arise, Other
• What would make you confident in our guarantee—labor warranty length, clear service terms, or a performance pledge? Options: Longer labor warranty, Clear service response times, Performance guarantee (savings/comfort), Transparent pricing and inclusions
• If the system doesn't meet agreed outcomes, how would you like us to address it (adjustment, extra work at no cost, partial refund, other)? Options: Adjustment/retune at no cost, Additional equipment/work included, Partial financial remedy, Case‑by‑case discussion

Final Practicals — Access, Power, and The Day‑of Details

• Where is your electric service panel located and do you know if there's available capacity for a heat pump (or if an upgrade is likely)? Options: Main panel with spare capacity, Main panel likely needs upgrade, Subpanel present, Unsure — need inspection
• On installation day, what access or site constraints should we plan for (parking, narrow paths, stairs, gated yard, pets)?
• Do you have any structural or attic access concerns we should be aware of for ductwork or equipment routing? Options: Limited attic access, Basement/utility room access only, Crawlspace issues, No constraints, Unsure — need inspection
• Would you prefer work scheduled on weekdays, weekends, or are you flexible? Options: Weekdays only, Weekends okay, Flexible — either, Prefer after‑hours / evenings
• Is there anything else—photos, recent energy bills, floor plans, or past contractor reports—you can share to help us prepare an accurate proposal? Options: I will upload energy bills, I can provide photos/floor plans, I have past reports to share, Nothing available right now

• Pre‑Experience Data Alignment
• On‑Site Home Walkthrough & Diagnostic
• Solution Experience — Sizing, Comfort & Performance Demo
• Financials, Incentives & Rebate Path
• Final Validation & Commitment Check

• Agreement on what documentation the contractor will submit and what homeowner must provide for rebates.
• Contractor to run Manual J, Manual D, and preliminary performance models using collected data.
• One‑Sentence Current State, Consequence, and Future State
• Homeowner confirms the current state, consequence, and future state as the basis for the solution.
• Homeowner understands and validates the Manual J sizing choice and how it prevents under/oversizing issues.
• Homeowner accepts the performance projection for cold‑climate operation and is satisfied with noise expectations or requests mitigations.
• Agreement on the expected energy and cost outcome, and awareness of rebate/incentive impact.
• Contractor to deliver the Manual J report, equipment spec sheet with performance curves, and annotated noise map.
• If homeowner requests alternatives, contractor to model an alternate equipment option or a different placement and return with comparative results.
• Provide a one‑page acceptance checklist the homeowner can sign to confirm the proposed capacity, noise level, and performance expectations.
• Recap Validated Solution
• Homeowner understands true net cost after all rebates and the timeframes for rebate delivery.
• Homeowner has clear financing options and monthly payment estimates to compare scenarios.
• Introductions & Meeting Objectives
• Clear decision checkpoint and timeline to move to contract or request adjustments.
• Contractor to prepare a final price proposal showing gross cost, each rebate line, and net cost scenarios.
• Homeowner to provide signed authorization and required documents (income/ownership proof if needed) for rebate pre‑qualification.
• Contractor to pre‑fill rebate application forms and schedule submission aligned with installation dates.
• Review Agreed Outcomes & Acceptance Criteria
• Homeowner is confident the proposed solution meets the previously defined acceptance criteria.
• All remaining objections are either resolved or documented with an agreed mitigation plan.
• Mutual readiness to move to the Solution Scope & Contract stage is established or a clear list of remaining items is produced.
• Contractor to send the contract package with the final scope, warranties, payment terms, and schedule options.
• Homeowner to sign/return the contract or provide explicit list of outstanding items that would prevent signing.
• Contractor to open permit applications and confirm any required electrical upgrades or third‑party approvals.
• Crystal clear one‑sentence current state is agreed by homeowner and contractor.
• Consequence of the problem is quantified and acknowledged.
• Future state and measurable success criteria are defined and validated.
• All required pre‑work and documents are identified and a walkthrough is scheduled.
• Homeowner to upload utility bills (12 months), photos of indoor/outdoor equipment, and panel photos.
• Contractor to prepare a preliminary one‑line consequence estimate (annual cost impact or comfort risk) based on provided bills.
• Contractor to send on‑site walkthrough checklist and what homeowner should prepare.
• Arrival & Review Objectives
• Gather the objective data needed to run an accurate Manual J load and distribution analysis.
• Identify any installation constraints (site, electrical, envelope) that materially affect solution options.
• Document homeowner comfort complaints and noise tolerance to be validated against solution models.
• Set the date for the Solution Experience presentation when modeling is complete.
• Technician to upload photos, measured room dimensions, static pressure readings, and electrical photos to the project folder.
• If required, schedule blower door or additional diagnostic testing and notify homeowner.
• Current State Summary (One‑Sentence)
• Handle Outstanding Questions & Objections
• Exterior Equipment & Site Assessment
• Installed Cost Breakdown
• Manual J Results & Sizing Decision
• Performance Proof on Design & Cold Days
• Confirm Schedule Windows & Contingencies
• Interior System & Ductwork Walkthrough
• Consequence Statement (One‑Sentence)
• Rebate & Incentive Walkthrough
• Net Cost Scenarios & Financing
• Desired Future State & Success Criteria
• Next Steps to Contract
• Comfort Validation (Room‑by‑Room Impacts)
• Building Envelope & Insulation Check
• Decision Criteria & Next Steps
• Energy Savings, Bill Impact & Payback
• Measurements & Diagnostic Readings
• Confirm Data Needs & Pre‑work
• Noise & Site Placement Proof
• Homeowner Walkthrough of Comfort History

• Air-source heat pump installation
• Ground-source (geothermal) loop installation
• Ductless mini-split installation and zoning
• Ductwork modification and sealing
• Refrigerant charging and leak testing
• Electrical service upgrade and circuit installation
• Smart thermostat and control integration
• Condensate drain and pump installation
• Remove and dispose old HVAC equipment
• Commissioning and performance verification
• Process rebates and incentive paperwork
• Homeowner orientation and winter-use training
• Outdoor unit sound and vibration mitigation

Air-source heat pump installation

• Do you want an air-source heat pump as the primary heating and cooling system for the home? Options: Yes, No, Undecided
• What is the home's conditioned square footage?
• How many stories and levels does the home have? Options: Single-story, Two-story, Three+ stories, Split-level, Other / Unsure
• What is the preferred location for the outdoor unit? Options: Rear yard, Side yard, Rooftop, Front yard, Other / Unsure
• Do you require a cold-climate rated air-source model (improved low-temperature capacity)? Options: Yes, No, Unsure—please advise
• Are there any site constraints for installing an outdoor unit (clearance, HOA rules, steep grade, poor access)? Describe.
• Do you want a recommendation for backup/emergency heat strategy (electric resistance, integrated gas furnace, hybrid)? Options: Yes—recommend a backup, No—no backup desired, Already have backup system

Ground-source (geothermal) loop installation

• Do you have adequate land or site access for a geothermal loop field (horizontal or vertical drilling)? Options: Yes—ample space, Limited space, No, Unsure—need site visit
• Which loop configuration do you prefer or are you open to (closed horizontal, closed vertical, open loop)? Options: Closed horizontal, Closed vertical, Open loop, Need recommendation
• What is the soil/ground condition on the property (rocky, sandy, clay, loam, unknown)? Options: Rocky, Sandy, Clay, Loam, Unknown
• Is there existing underground infrastructure or landscaping that may restrict drilling/excavation (septic field, pool, irrigation, large trees)? Options: Yes, No, Unsure—site visit needed
• Is drilling or excavation access available for large equipment (driveway access, street parking, permits)? Options: Clear access, Limited access, No access, Unsure
• Are you requesting a site feasibility study and borehole estimate prior to quoting the loop design? Options: Yes, No

Ductless mini-split installation and zoning

• Which rooms or zones do you want served by ductless indoor units? (list rooms or areas)
• How many indoor heads do you anticipate needing? Options: 1, 2, 3, 4, 5+
• Do you prefer wall-mounted heads, ceiling cassette, floor console, or a mix? Options: Wall-mounted, Ceiling cassette, Floor console, Mix / Unsure
• Are there any planned interior remodels that affect head placement or wiring runs? Options: Yes—provide details, No, Unsure
• Is outdoor unit placement (for multi‑head systems) constrained by space, neighbors, or HOA rules? Options: Yes, No, Unsure—need site visit
• Do you want zoning controls or independent thermostats per indoor head? Options: Yes—independent control per head, No—single control, Prefer recommendation

Ductwork modification and sealing

• Is usable ductwork currently installed for the system areas (supply and return present)? Options: Yes—ducts in good condition, Yes—but ducts need work, No—no existing ducts, Unsure—need inspection
• What is the duct construction type (sheet metal, flex, fiberboard, unknown)? Options: Sheet metal, Flexible duct, Fiberboard, Unknown
• Would you like duct leakage testing (blower door / duct blaster) included? Options: Yes—include leakage test, No—do not include, Recommend to me
• Do you anticipate adding new runs (supply/return) or resizing existing runs? Options: Add new runs, Resize existing runs, Minor sealing only, Unsure—site visit needed
• Is there attic/basement/crawlspace access for ductwork work and sealing? Options: Attic, Basement, Crawlspace, No easy access, Multiple
• Are you interested in insulation upgrades while ducts are exposed (e.g., wrap or line ducts)? Options: Yes, No, Maybe—need estimate

Refrigerant charging and leak testing

• What refrigerant type will the new equipment use (if known)? Options: R410A, R32, R454B (lower GWP), Other, Unknown
• Will refrigerant recovery be required from existing equipment being removed? Options: Yes—recover and dispose, No—no refrigerant present, Unsure
• Are long line sets (over 30 ft) or elevation changes required that may affect charging? Options: Yes—long line set, No—short line set, Unsure
• Do you want a pressure and leak test and a written leak-test certification after install? Options: Yes—include certification, No
• Should the system be charged by measured superheat/subcooling and manufacturer procedures, or by factory charge only? Options: Charge to measured superheat/subcooling, Factory charge only, Follow manufacturer guidance—recommend
• Are you requesting planned refrigerant line insulation or heat-tracing for cold climates? Options: Yes—insulate & trace, Insulate only, No

Electrical service upgrade and circuit installation

• What is the home's main electrical service size? Options: 100 A, 150 A, 200 A, 400 A, Unknown
• Approximate distance from the main electrical panel to the proposed outdoor unit location? Options: <25 ft, 25–50 ft, 50–100 ft, >100 ft, Unknown
• Will a dedicated circuit and disconnect be required at the outdoor unit location? Options: Yes, No, Unsure—request assessment
• Is an electrical service upgrade or meter swap anticipated or required? Options: Yes—service upgrade likely, No—existing service adequate, Unsure—need load review
• Are there local permitting or utility interconnection requirements we should handle? Options: Yes—please handle permits, No—customer will handle, Unsure—please advise
• Do you have or plan to add battery storage, EV charger, or other high-load devices that affect service capacity? Options: Yes—battery/EV present, No, Planning in future

Smart thermostat and control integration

• Do you want a smart thermostat included with the installation? Options: Yes, No, Unsure—recommend options
• Which control ecosystems should be supported (choose all that apply)? Options: Manufacturer app, Google Home, Amazon Alexa, Apple HomeKit, Third-party BMS / Other
• Do you need zoning control integration with dampers or multiple thermostats? Options: Yes—zoning required, No—single zone, Maybe—need recommendation
• Is remote monitoring and fault-alerting desired (email/SMS alerts, contractor monitoring)? Options: Yes—enable remote monitoring, No
• Do you prefer a specific thermostat brand/model (list), or do you want recommended compatible options?
• Will Wi‑Fi access and guest credentials be provided for setup, or will the installer need to request them on site? Options: Provided ahead of time, Provided on site, Installer to request

Condensate drain and pump installation

• Is there an existing gravity condensate drain within 10–15 ft of the indoor unit location? Options: Yes—gravity drain available, No—pump required, Unsure—need inspection
• Do you require an automatic condensate pump and safety float switch? Options: Yes—include pump & float, No—gravity drain sufficient, Prefer recommendation
• What is the vertical lift or distance to an appropriate drain point (finished floor to drain)? Options: <6 inches, 6–36 inches, >36 inches, Unknown
• Are freeze‑risk conditions present for exterior drain lines that will need heat tracing? Options: Yes—heat tracing required, No, Unsure
• Do you want a condensate alarm or remote notification if overflow is detected? Options: Yes, No
• Any preferred placement constraints for condensate piping (concealed runs, visible lines, attic/basement routing)?

Remove and dispose old HVAC equipment

• Is there existing HVAC equipment to be removed (furnace, AC, old heat pump)? Options: Yes—full system, Yes—outdoor unit only, No—no removal needed, Unsure
• Does the existing equipment contain refrigerant that requires recovery by certified technicians? Options: Yes—recover and dispose, No—no refrigerant, Unsure—identify on site
• Will rooftop removal require a crane, hoist, or special rigging? Options: Yes—crane required, No—ground removal feasible, Unsure—site visit needed
• Are there hazardous materials present (asbestos duct wrap, PCB capacitors, other) that require special handling? Options: Yes, No, Unsure—inspect
• Do you want verification of proper disposal/recycling and a disposal certificate? Options: Yes—provide certificate, No
• Are there access or timing constraints for removal (work hours, neighbor access, street parking permits)?

Commissioning and performance verification

• Do you require a full commissioning report confirming Manual J/S results, system capacity, and settings? Options: Yes—full commissioning report, No—basic commissioning only, Recommend to me
• Has a Manual J load calculation and Manual S equipment selection already been completed? Options: Yes—completed, No—not yet, In progress/Planned
• Which performance metrics do you want verified after install (temperature stability, run times, power draw, COP/SEER, noise)? Options: Temperature stability, Run times and cycling, Electrical power draw, Measured COP/SEER, Noise levels, All of the above
• Do you want post‑install measured testing (delta‑T, airflow, static pressure, net capacity) documented? Options: Yes—include measured testing, No—skip measured testing
• Should commissioning include homeowner sign-off and acceptance checklist on the day of completion? Options: Yes—include homeowner sign-off, No—contractor sign-off only

• Statement of Work (SOW)
• Final Purchase Agreement
• Payment & Financing Agreement
• Incentive & Rebate Authorization
• Warranty & Labor Coverage Agreement
• Installation Schedule & Site Access Agreement
• Permits & Inspection Authorization
• Acceptance Criteria & Performance Guarantee
• Change Order & Scope Adjustment Terms
• Pre-Installation Readiness Acknowledgment
• Cancellation & Termination Terms

• 90-Day Performance & Savings Review
• System Orientation & Maintenance Enrollment
• Service Channel Setup & Continuous Improvement
• Seasonal Readiness & Long‑Term Performance Planning

• Welcome & Objective
• Complete online warranty and rebate registrations and send confirmation to the homeowner.
• Create recurring maintenance appointments in the calendar and share schedule with homeowner.
• Deliver digital and printed homeowner operation and maintenance guides.
• Set up account billing for maintenance plan and confirm payment method.
• Current Communication Gaps & Consequences
• Establish a functioning shared service channel the homeowner can use confidently.
• Agree explicit SLAs and escalation contacts to reduce uncertainty during issues.
• Capture initial improvement items from homeowner feedback to feed product/service enhancements.
• Create homeowner portal account, complete profile, and send login instructions.
• Document and publish agreed SLA and escalation contacts to the homeowner.
• Log any improvement requests from the session into the internal improvement backlog.
• Set up notification rules and confirm homeowner receives test alerts.
• Seasonal Risks & Current State
• Put a seasonal readiness plan and calendar in place to prevent performance degradation.
• Agree on long-term KPIs and a reporting cadence to proactively catch issues.
• Identify and prioritize any optimization investments or incentive applications.
• Create and share the seasonal maintenance calendar and KPI dashboard access.
• Register any applicable incentives or schedule application assistance as necessary.
• Assign monitoring ownership and set up automated KPI alerts for threshold breaches.
• Plan firmware updates or control optimizations during low-demand windows.
• Verify the system meets the agreed comfort and savings criteria or identify clear corrective actions.
• Make a decision to accept performance or schedule remediation with timelines.
• Ensure the homeowner understands measured data and endorses the chosen next steps.
• Capture the evidence package for warranty and incentive records.
• Deliver a combined performance report (thermostat logs, energy comparison, acceptance checklist) to homeowner and internal team.
• Schedule any agreed service visits or tuning work within the agreed remediation timeline.
• If accepted, record formal sign-off and update warranty/enrollment status.
• If remediation chosen, assign technician, parts, and follow-up validation date.
• Why Maintenance Matters (Current State & Consequence)
• Ensure the homeowner understands system operation and daily behaviors that affect comfort and efficiency.
• Complete enrollment in the chosen maintenance plan and register all warranties.
• Provide clear guidance on what triggers a service call and expected response steps.
• Recap of Agreed Success Criteria
• Seasonal Checklist & Validation Tests
• Introduce the Shared Channel (portal/app/email/phone)
• Homeowner Controls & Daily Operation
• Define SLA, Response Expectations & Escalation
• Measured Performance Review
• Maintenance Plan Overview
• Schedule Seasonal Visits & Reporting Cadence
• Gap & Consequence Analysis
• Feedback & Improvement Process
• Optimization & Rebate Opportunities
• Warranty Terms, Documentation & Registration
• Remediation Options & Tradeoffs
• Onboard Homeowner into Channel
• Define Long‑Term KPIs and Ownership
• Enrollment & Billing Walkthrough
• Q&A and Confirmation
• Confirm Ongoing Check-ins
• Customer Validation & Acceptance
• Next Steps & Responsible Parties