Much like the title of this article, proper dispatching for HVAC/R service companies is often counter-intuitive. When asked, “What are the characteristics of great dispatchers,” most people respond that great dispatchers must have an excellent command of geography and understand local traffic patterns so they can minimize the travel time between service calls. That is the absolute correct answer and best way to describe a great dispatcher at a taxi-cab company, but not at an HVACR service company.
Efficiency does not necessarily equal profits in the service business; in fact, I would argue that dispatching for efficiency can be one of the single-largest killers of profitability to any service department.