Selling maintenance agreements are a great way to build long-term relationships with customers, increase revenue, and improve customer satisfaction.
Maintenance agreements can provide a steady stream of revenue, which can be especially important during slower months. Additionally, maintenance agreements can build customer loyalty and trust. Regular maintenance optimizes the performance and lifespan of HVAC systems, prevents breakdowns, and ensures efficient operation.
HVAC installers
Regular maintenance can help identify and address issues before they become major problems
Regular maintenance can help identify and address issues before they become major problems that require costly repairs or replacements. Maintenance agreements also help to establish HVAC installers as experts in their field who provide valuable guidance and support to their customers. Ultimately, maintenance agreements help HVAC installer to grow their business. They should not be an afterthought.
It is helpful to include the cost of maintenance and an extended warranty in the initial quote an installer provides to the customer, explaining that the price includes ongoing maintenance and repairs. Offering a maintenance agreement as an “add-on” after quoting the initial purchase price may be seen by some customers as the installer seeking to increase profits with an additional sale.
Maintenance agreements
Other best practices when it comes to maintenance agreements include:
- Always be transparent about the benefits of the maintenance agreements.
- Create a personalized approach for each customer to build trust.
- Use incentives to drive interest in maintenance agreements, such as discounts on future services and priority service calls.
Scheduling appointments
Maintenance agreements make it easy for customers to keep their HVAC systems in top condition
Convenience is a major selling point. Maintenance agreements make it easy for customers to keep their HVAC systems in top condition without having to worry about scheduling appointments or remembering when maintenance is due. Convenience comes from having a professional to handle all necessary maintenance tasks on a regular basis.
For installers, maintenance agreements ensure they are top-of-mind when it comes time to replace a customer’s system. HVAC equipment might need to be replaced every eight years or so. Maintenance agreements in effect provide a continuing flow of new sales leads.
Powerful incentive
Maintenance agreements also ensure HVAC installers are in a customer’s home twice a year, which enables them to identify any requested system changes, upgrades, or repairs in a timely manner. Many customers are motivated by cost. Offering discounts or special pricing on maintenance agreements can be a powerful incentive for customers to sign up.
Excellent service is key to selling maintenance agreements and maximizing their benefits
Building a strong rapport with customers instills trust. When approaching maintenance agreements, or any customer issue, always take the time to listen to their concerns and needs and offer personalized solutions that meet their unique requirements.
Customer service is also a priority. Excellent service is key to selling maintenance agreements, and to maximizing their benefits to the customer. Always be responsive, professional, and attentive to customers' needs and questions, and make sure they feel valued and appreciated.
Customer’s satisfaction
There are costs and resources involved in delivering on maintenance agreements. There is an administrative and logistical burden associated with fulfilling the agreement. The burden includes tracking customer information, scheduling service appointments, and ensuring all work is completed on time and to the customer’s satisfaction. Also, installers should consider any legal or regulatory considerations and ensure they are compliant with local laws.
Educating customers on the benefits of maintenance agreements is the best way to sell them. Explain to customers how maintenance can prevent breakdowns, extend the lifespan of HVAC systems, and improve energy efficiency, which can save customers money on utility bills.