Core Best Practices (All Roles)
1. Start Every Proposal From the Job
Always launch Airship directly from the ServiceTitan job.
Why this matters
Ensures correct customer, equipment, and pricing data
Pulls in photos, notes, and job context automatically
Prevents mismatched or outdated information
2. Keep Proposals Simple and Focused
More options do not equal better results.
Recommended
3-4 good / better / best options
Clear differences between options
One primary “recommended” choice
Avoid
Too many line items
Overly technical descriptions
Large walls of text
3. Use Visuals to Support the Story
Photos and visuals build trust and understanding.
Best uses
Before/after photos
Equipment images
Clear problem areas
Homeowners are far more likely to move forward when they can see the issue, not just hear about it.
4. Always Include Financing When Available
Even if the customer hasn’t asked about financing.
Why
Reduces sticker shock
Shifts focus from price to monthly investment
Increases close rates
Tip: Let the customer choose whether to use financing—don’t assume.
5. Present, Then Send
Whenever possible, walk the customer through the proposal live before sending it.
Ideal flow
Present options on a tablet or phone
Answer questions
Mark the preferred option
Send the proposal for review and signature
Recommended Workflow by Role
Admin Workflow
1. Set Up Strong Templates First
Templates set the standard for the entire team.
Best practices
Use consistent naming (e.g., “HVAC – Full System – 3 Option”)
Keep descriptions homeowner-friendly
Lock down sections that shouldn’t be edited in the field
2. Configure Company Story Once, Review Quarterly
Your Company Story appears in every proposal.
Include
Years in business
Certifications & guarantees
Core values (short and customer-focused)
Avoid
Internal jargon
Long mission statements
Technical language
3. Define Clear Role Permissions
Make it obvious who can do what.
Common setup
Admins: templates, settings, pricing control
Advisors: full proposal creation
Technicians: repair-only or limited proposals
4. Roll Out in Phases
Avoid overwhelming the team.
Recommended rollout
Start with one department or job type
Refine templates and workflow
Expand to additional teams
Advisor Workflow (Sales / Comfort Advisors)
1. Build From Templates, Don’t Start From Scratch
Templates keep proposals consistent and faster to build.
Best practice
Duplicate the closest template
Customize pricing, scope, and visuals
Avoid deleting core sections
2. Tell a Clear Story
Every proposal should answer three questions:
What’s the problem?
What are my options?
Why should I choose this company?
Use photos, short descriptions, and option comparisons to guide the customer.
3. Anchor to a Recommended Option
Customers want guidance.
How
Clearly label one option as “Recommended”
Explain why (comfort, efficiency, warranty, long-term value)
4. Send Proposals While You’re Still There
Whenever possible, send the proposal before leaving the home.
Why
Reduces delays
Prevents ghosting
Keeps momentum high
Technician Workflow
1. Focus on Repairs and Immediate Needs
If your role is repair-focused, keep proposals tight and specific.
Best practices
One problem, one solution
Use photos to show the issue
Avoid upselling beyond scope
2. Use Airship to Support, Not Replace, the Conversation
Airship should reinforce what you explain verbally.
Recommended
Show the customer the problem
Walk them through the fix
Then send the proposal
3. Leave a Professional Digital Summary
Even if the customer doesn’t approve immediately.
Why
Builds trust
Reduces callbacks
Gives the office visibility
Follow-Up & Closing Best Practices
1. Re-Send, Don’t Re-Explain
If a customer has questions later:
Update the proposal
Re-send the same link
Avoid starting over
2. Use Digital Signatures Consistently
Always allow customers to sign digitally.
Benefits
Faster approvals
Fewer errors
Cleaner records
3. Trigger Reviews After Completion
Send review requests once the job is complete and successful.
Tip: Happy customers are most likely to respond right after service.
Common Mistakes to Avoid
Creating proposals from scratch every time
Overloading proposals with too many options
Skipping financing
Using technical language homeowners don’t understand
Editing templates in the field instead of centrally
Final Recommendation
Teams that succeed most with Airship:
Standardize templates
Keep proposals simple and visual
Present live whenever possible
Treat Airship as part of the conversation—not an afterthought