Air Doctors Cut Callbacks from 3-4% to 0.5% with Mandatory measureQuick Deployment

A metro Detroit HVAC company with 20 trucks turned meticulous data collection into a competitive advantage, reducing callbacks to one mistake per 200 service calls by requiring measureQuick on every single job.

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The Challenge

Brynn Cooksey grew up in the HVAC industry. His parents owned a heating and cooling company, and he started participating in family projects as early as age two or three. In addition to teaching at a community college in Michigan, he launched Air Doctors Heating and Cooling in the metro Detroit area. From day one, he knew that getting newer technicians up to speed quickly was essential to growth.

Before measureQuick, Brynn had his team collect readings on handwritten forms for every service call: subcooling, superheat, airflow, and equipment condition data. The process worked. His techs improved faster because the numbers verified their suspicions and helped them spot trends. But with 20 trucks running 500-600 calls per month in summer, manual record-keeping was slow, and callbacks still hovered at 3-4%. Each callback cost the company roughly $1,000 in lost revenue from missed service opportunities.

If you have a tech averaging a hundred calls a month and he has 10% callbacks, that’s $10,000 in revenue you’re losing because you’ve lost the opportunity for them to service a customer.

Brynn Cooksey, Owner, Air Doctors Heating and Cooling

The Solution

In 2020, a newly hired technician introduced Brynn to measureQuick. The tech had his own probe kit and started sending measureQuick reports instead of handwritten forms. Brynn saw the report for the first time and immediately bought probe kits for every technician on his team. The transition from manual baselining to measureQuick was fast: “All the stuff we wanted to do, but a lot faster and easier.”

Air Doctors made measureQuick mandatory on every single call. Service calls require a test-in and test-out. Install jobs require a test-out to confirm the system hits its marks. Every tech must also deploy a TrueFlow grid on every call for airflow measurement. Melissa, the office manager and co-owner, reviews every job at the end of each day to confirm the measureQuick report is attached, the TrueFlow data is present, and all required steps are completed. Any missing item requires a written explanation.

The company also integrated measureQuick into their call scripts, so customers hear about the diagnostic report before the tech arrives. New technicians go through a structured onboarding: OSHA and refrigerant handling certification first, then six weeks riding with a senior tech focused entirely on probe deployment and equipment operation. Once they can place probes correctly and generate clean reports, they graduate to maintenance calls, then service.

The Results

Air Doctors dropped their callback rate from 3-4% to 0.5%, a reduction of over 80%. At their volume, that translates to thousands of dollars in recovered revenue every month.

The diagnostic reports became a sales tool. When a customer’s system scores a C or D on the HVAC Vitals letter grade, the office follows up at the end of the week to discuss upgrade options. Melissa’s team uses the measureQuick data to have specific, numbers-backed conversations instead of subjective pitches. Younger technicians succeed faster because the probes and guided workflows catch problems that would otherwise require years of field experience to identify.

We were able to take a relatively younger tech and have them be successful with the probes and measureQuick, where they would’ve had to have a lot more experience to get enough exposure to different problems before they were confident.

Brynn Cooksey, Owner, Air Doctors Heating and Cooling

Air Doctors also benchmarks every new installation with measureQuick. That baseline means future maintenance visits can be done non-invasively, comparing temperature readings against the known-good benchmark instead of breaking into the refrigerant circuit. The result is faster service, less refrigerant loss, and a documented record of system performance from the day of install forward. Brynn now expects one mistake per 200 calls, and the data proves it.