Selling and installing high-performing heat pump systems isn’t about luck—it’s about having a clear, repeatable process that ensures quality and customer satisfaction. In this session, Paul McHugh, Senior New System Engineer at Ray O. Cook, shares a step-by-step workflow—from the first phone call to post-installation verification—that helps his team uncover customer pain points, offer tailored solutions, and proactively address objections and concerns.You’ll learn how his team sets expectations early, uses diagnostics like load calculations and airflow verification to guide recommendations, and leverages third-party verification tools to ensure every system performs to spec. Whether you’re a team of one or many, this is a playbook for delivering high-quality, customer-centered results—every time.