The change of seasons will be here before we know it, so it is time to begin gearing up. Getting an early start on our maintenance checks will avoid having to turn down profitable demand service work later in the year.

The first priority is to take care of the agreement customers. To help with this process, consider the following:

1. Compile a simple spreadsheet or database to track your maintenance customers that include the customers name, address, phone numbers, equipment type and the season the maintenance checks are due.


1. If you have a database of customers, check on the ability to export the customer information into an excel spreadsheet. Or better yet, maybe your system already has the ability to print mailing labels.


2. Develop a reminder postcard that reminds the customers that it is time to call and schedule their tune-up.
   


1. Print the following on the postcard: We will be in your area the week of _________; if not convenient to call during normal business hours, please email us at dispatch@valueheating.com


3. Print mailing labels from the database in order of zip code or area.


1. Date stamp when you will be in the area based on your mailing schedule.


4. Mail out groups to specific areas or zones


1. This will improve scheduling and routing.
2. For example: If you have 1000 agreements, in five specific zones, send out 250 cards, 50 per zone.


5. Follow up with a phone call within 3 to 7 days.


6. Sample calling schedule (1,000 agreements)
1. Week one: Mail 1st group of cards (ie: 250)
2. Week two: Begin calling 25 per day / 125 per week
3. Week three: Continue calling 25 per day / 125 per week, Mail 2nd group of cards (ie: 250)
4. Week four: Begin calling 2nd group mailing
5. Repeat process
6. Work backwards on call schedule / mailing based on number of agreements you have

While working through the scheduling process for the agreement customers, enhance the process by sending reminder cards to all non-agreement customers following the same process as discussed above.

Review your maintenance checklist with the service technicians to ensure we are providing the value of the service that is being delivered. While some technicians may be able to perform a maintenance visit quickly, this doesn’t build value to our customers.

Train the technicians on what is expected and what other accessories should be offered to the customer along with the importance of recommending replacement of equipment that is over 10 to 12 years old.

Scheduling and training pre-season will provide your service departments with satisfied customers and greater profits.