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Stressed homeowner, AC completely out in July
Returning customer scheduling annual tune-up
Caller
"Hi, I need to schedule my annual maintenance."
Lily
"Of course! Is this Mrs. Johnson? I see you had your tune-up last March."
Caller
"Yes, that's me!"
Lily
"Wonderful! I remember you prefer afternoon appointments. I have Thursday at 2pm or Friday at 3pm available."
Caller
"Thursday at 2 works great."
Lily
"Perfect. I've got you down for Thursday at 2pm. And I noticed it's been about 18 months since your filter was replaced — would you like Mike to bring one to save you a trip to the store?"
Caller
"Oh, that would be helpful. Yes please."
Lily
"Great choice! He'll bring a fresh filter. See you Thursday at 2!"
New customer shopping around for installation
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