Tom is counting on his office staff. Starting tomorrow his team will be selling maintenance agreements. But it’s up to the office to figure out how to manage them.
He decided to charge $199 per year for his maintenance agreements. With annual renewal required.
Dave’s office is ready. His team will begin selling maintenance agreements tomorrow and he invested in HVAC maintenance agreement software to automate their management. Everyone is trained.
Dave decided to charge $16.59 a month with no expiration date for his agreements.
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On the service call, Tom’s tech, Jason, presents the maintenance agreement to the customer for $199. The customer struggles with sticker shock. “Seems like a lot of money” he says but reluctantly signs up.
Jason misplaces the paperwork and forgets to turn it in for a few days. The office is unaware of the sale.
On the service call, Dave’s tech, Eric, offers a maintenance agreement and explains the benefits. At just $16.59 per month, the customer figures it’s a great deal and signs up.
Eric registers the sale in the automated maintenance agreement software system. The office receives the notification right away.
When Jason finally remembers to turn the paperwork in 3 days later, the office writes a paper work order for a tune up and files in the customer’s folder.
Tom’s office forgets to check the folder so they miss that a tune up is due. The customer is unaware their maintenance is overdue.
Dave’s office records the agreement sale in their HVAC maintenance agreement software system which automatically schedules a future tune up visit and sets automated reminders.
Upon receiving the automated reminder, the customer calls the office and schedules tune-up.
7 months later, customer remembers and calls in to complain. “Are you guys coming out to tune up my system or not? I paid a lot of money for this.”
Tom tries to appease the customer and offers to extend the maintenance agreement an additional 6 months for free.
Customer doesn’t want to renew after the extension ends. “I’m just not happy with the missed tune-ups.”
Tom’s lost a customer and Jason doesn’t see how it’s worth his time to sell agreements.
The automated maintenance agreement software system reminds the customer the day before the appointment.
“That was easy–see you next time,” the customer says to Eric.
Once completion of tune-up is marked in the HVAC maintenance agreement software system, the next tune-up is automatically scheduled.
Customer continues to pay the $16.59 and receives tune-ups as expected.
Dave has secured another “customer for life.” and Eric pockets the spiff.
“Runs like clockwork!” Dave exclaims.
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