AIR CONDITIONING
Maintenance plans that renew themselves, and why yours don't
A maintenance plan is the best money in an AC company. Two visits a year, a customer who calls you first, a replacement you get to quote alone. And most plans lapse, quietly, because renewing them depends on somebody in the office remembering.
A note on what this is. We do not know what share of plans lapse at your company. We know where the lapsed ones are and how to reach them without a Friday afternoon on the phone.
How a plan lapses
The customer signed up after a repair in 2023. You did the two visits. The renewal came due in a busy month, nobody called, and the customer did not notice. Now the system is a year older and the next call goes to whoever answers.
Nobody decided to let it lapse. It lapsed because the reminder was a task on a person, and that person was under a house.
Pull the list first
- Everyone with a plan whose end date has passed.
- Everyone with a plan ending in the next sixty days.
- Everyone you did a repair for more than eighteen months ago who never got a plan.
- Sort by the age of the system. Older first.
LAPSED PLAN
The reminder that sends itself
The renewal reminder goes out on a date, not when somebody remembers. Thirty days before the plan ends, in the language the customer used, with a link to book the next tune-up. One reminder later if there is no answer. Then it stops.
It stops on a reply, a booking, or a STOP. It never sends between 8 PM and 8 AM. It reads like a note from your office, because your office wrote it once and approved it.
This is your own customer list. You already have permission to contact people you did work for. A bought list is a different thing, and we will not text one.
What you get back
Not a number we can promise. A report that shows how many reminders went out, how many booked, and how many replaced the system instead. In Westchester, on sixty-year-old houses, that last column is where the money is.
Questions we get asked about this
Is texting past customers about renewals legal?
You did work for them and they gave you a number. That is a customer relationship. The reminder respects quiet hours, includes STOP, and stops the first time they reply. A bought list is not the same, and we do not text those.
What if they say no?
Then it stops, and the record says why. A no is better than a plan that lapsed because nobody asked.
Can it go out in Spanish?
Yes. In the language saved on the customer record, which is whatever language they used the first time they called you.
Related
How many plans have lapsed at your company?
Bring your customer list to a 30-minute call. We will pull the lapsed ones together and show you what the reminder says.