Recovered Appointment Value Calculator

Told as a short scenario rather than a formula walkthrough, following one HVAC company’s April.

In April, four customers canceled scheduled estimates and, under the old process, would simply have dropped off the calendar. Instead, each one got a same-day reschedule outreach, and all four rebooked.

The company’s average sale is $19,500, at a 37 percent gross margin — about $7,215 in gross profit per sale. Of appointments that actually run, this company closes 24 percent, so one completed appointment carries an expected value of about $1,732. Recovered appointments in particular tend to show up at a slightly lower rate than fresh ones — 84 percent in this company’s history — bringing the expected value of each recovered booking to roughly $1,455.

Four recovered appointments, then, represent about $5,820 in expected gross profit for the month — against a reschedule system that cost this company $650 to run. Net: about $5,170.

The company now tracks recovered appointments as their own category, because assuming they perform identically to a fresh lead — before the data says so — would overstate the case in either direction.