Your membership program might be the most valuable asset your company owns. Most shops treat it like an afterthought. Two fixes: offer it in the contact center before the truck ever rolls, and have techs plant seeds all call long instead of dumping a benefits list at the end. Memberships fuel the repeat business and the slow-season calls. Sell them like it.

Your service agreement program could be the most valuable asset in your company. Let me explain. Most people view service agreements, most field pros, view service agreements as an afterthought. Well, if you're an owner with a strong membership program, you know that these fuel repeat business, these fuel calls when the weather is maybe not on our side. Now, how do we maximize this program? My first tip would be you need to be offering in the contact center. If your contact center is not trying to sign up new customers for memberships there, then you're doing something drastically wrong and cutting your conversion rate way down. Think about it this way. If a customer already makes a commitment to be on your membership program, what do you think the chances of that call converting later on down the road on? Probably pretty high. When your technician gets in the home, if it was not converted in the contact center, what they should be doing is planning seeds about this throughout the call. Not waiting to the very end to rattle off a long list of benefits, only to confuse the customer who's trying to get the problem fixed. They should be talking about regular maintenance on the system, may have prevented this issue. Potentially, what other benefits they could get? Do they need any other services? All of these things getting a customer to understand that this is a valuable thing. We know it to be valuable because we're in the industry. We have to explain the value to our customers from the first time they call in all the way through the call.