Repair leads usually start with a fault or service problem; replacement leads concern a new system or major upgrade. A reported breakdown is not evidence that the customer has agreed to replace the system.
Two different conversations.
Separate the customer's stated need from a contractor's eventual diagnosis.
| Question | Repair | Replacement |
|---|---|---|
| What is known? | Symptoms or service request | Stated interest in a new system |
| What needs checking? | Equipment, fault and access | Sizing, property, scope and decision-maker |
| What affects timing? | Severity and available service slots | Survey, options, quote and installation capacity |
| How to assess value? | Contribution from the expected service work | Contribution after equipment, labor and installation costs |
Handle uncertain scope honestly.
A customer may be deciding whether to repair or replace. Keep that uncertainty visible instead of relabeling the inquiry as a high-value installation.
Look for the existing system, reported problem and stated preference. Final scope may require an on-site assessment.
Give each work type its own budget.
Track paid-job conversion and contribution separately. Replacement revenue is higher than a small repair in many individual jobs, but equipment, labor and sales effort also matter. Use your own results rather than a blanket multiplier.
Choose work your team can actually fulfill in the service area and timeframe. A relevant inquiry outside your capacity can still be a poor purchase.
Common questions
Is a broken AC automatically a replacement lead?
No. A fault describes a problem, not an agreed solution. Treat it as repair or uncertain scope until replacement interest or a suitable assessment is established.