tre’setterhe no b new business prospect than...
Transcript of tre’setterhe no b new business prospect than...
3.1 e x i S t i n G c u S t o M e r S
there’s no better new business prospect than someone who’s already a satisfied customer.
Some of your satisfied customers will find their way back to your door on their own. But you can increase the new busi-ness you get from old friends by staying in touch and using a few simple techniques.
Service agreementsService agreements are good for you and for your customers. they bring in revenue when replacement business slows down in the fall and spring. And they benefit your customers because a clean unit runs more efficiently, saves energy and is less prone to break down on the hottest or coldest day of the year.
every new unit you sell can and should have a service agree-ment attached to it. every time you make a service call, your technician should suggest a service agreement. the sample
service contract form in the Appendix gives you an idea of how these plans are typically structured.
Level 1 basic plan. An ac unit checkup and a furnace checkup twice a year.
Level 2 better plan. Basic checkups, plus no charge for repair parts, and priority service.
Level 3 best plan. Basic checkups, no charge for repair parts, priority service, plus no charge emergency service, and priority service.
Pricing. do some research to find out what the competition is charging, and see how your pricing compares. remember, you don’t need to be the cheapest. You just need to show how you add more value.
h Look for a sample service agreement form in the Appendix.
h What’s in a name?
“Service Agreement” or “Service Contract” typically does not make people sit up and take notice.
“Professional Tune-up” is better and “Energy-Saver Tune-up” is better yet.
e x i S t i n G c u S t o M e r S 3.2
For help running and managing your service agreement program, Profit Strategies offers their Service Frequency program which is a system that helps contractors promote, sell and manage their maintenance agreement program.
Frequent buyer programreplacement customers who purchased basic heating and cooling systems are logical candidates for add-ons and enhancements — iAQ systems, for example. Since it is always easier to sell to someone who has recently bought something else, always market first to your active custom-ers — those whom you’ve done business with in the past three years. then, market to your inactive customers.
Customer satisfaction surveysMost dealers guarantee their work, and highlight that guaran-tee on their web sites and in their promotional materials. But here’s the thing — if you make a guarantee, you should follow up every installation and every service call with a customer satisfaction survey. we’ve included a sample form in the Appendix, but here are some of the questions you should ask:
� How did you hear about us?
� When did you last have this type of service done?
� How do you view the quality of our service?
� What condition was the work area left in compared to before the project was started?
� Have you ever had this type of service done by another contractor? How does our service compare?
� Would you be willing to refer us to a friend or acquaintance?
h Look in the Appendix for a sample customer satisfaction survey.
h Profit Strategies offers special discounts to ComforTeam dealers.
For details, see “Profit Enhancement Program” in the Appendix.
© 2012 Allied Air Enterprises LLC, A Lennox International Inc. Company 10.5 D E A L E r m A r k E t I n g m A n u A L
Service agreement
SERVICE AGREEMENT BENEFITS
� 1-year warranty on all parts.
� Discount on parts 15% discount on all parts, no overtime charges, and 5% discount on heating and cooling equipment.
� Preferred customer status Although our regular maintenance makes breakdowns unlikely, it’s comforting to know that you have top priority in any emergency.
� Lower operating cost Seasonal tune-ups, fresh filters, clean coils, and regular lubrication all contribute to operating efficiency, and keep your energy bills down in every season.
� Extended equipment life to give you the most from your investment in heating and air conditioning, our scheduled maintenance will
head off problems, reduce wear and tear, and keep your cooling and heating system in top condition for years.
� Maximum system performance Your system will deliver its best performance under the most severe weather conditions as well as during hundreds of regular operating hours.
� Continuing relationship with us You know us, we know you. You know what to expect, and what your costs are for the year. And you get a friendly response when you call.
� Bonus regularly scheduled tune-ups can reduce breakdown by as much as 95% and lower utility bills up to 30%.
Customer information
name: �����������������������������������������������������������������������������������
Street address: ����������������������������������������������������������������������������
City: �������������������������������� State/province: ������������ Zip/postal code: ������������
Phone: �������������������������������������� Work: ��������������������������������������
Cell: ����������������������������������������� Email: ��������������������������������������
Address of work performed: ������������������������������������������������������������������
notes: ������������������������������������������������������������������������������������
MAINTENANCE AGREEMENT SELECTION
Length of maintenance agreement 1 year 2 years 3 years 4 years 5 years
new renewal Heating Cooling $ �������������������
Payment options Charge Credit Card Cash Check
Card # : ��������������������������������������� Exp. date: ������������� Valid. code: �������������
Signature: ������������������������������������ Print: ���������������������������������������
Date: ���������������� technician: ���������������� Total due and payable $ �������������������
© 2012 Allied Air Enterprises LLC, A Lennox International Inc. CompanyD E A L E r m A r k E t I n g m A n u A L 10.6
Service agreement
HEATING PERFORMANCE TUNE-UP AND SAFETY INSPECTION
Thermostat
1. Check for proper operation
Furnace
2. Check pilot ignition sequence (adjust pilot or replace thermocouple)
3. Observe main burner operation
4. Check the flue draft on natural draft furnaces
5. test fan switch/heating fan relay operation
6. Check primary limit operation
7. Cycle furnace off and record “fan off” temperature
8. Visually inspect heat exchanger
9. Check blower wheel for cleanliness
10. Check blower motor, if applicable oil bearings, check belt, bearings and pulley
11. Check air filter, air cleaner, and/or replace filter
12. Check furnace temperature rise
13. Operate furnace and leak-check gas line from manual safety shut-off valve to main burners
14. test flue spill switch operation
15. Check auxiliary limit switch operation
16. test draft safeguard switch operation
17. Perform combustion air test to ensure that there is enough ventilation to replace air used for combustion
18. Check humidifier operation
19. Operate the furnace through one complete cycle
20. Clean furnace cabinet
COOLING PERFORMANCE TUNE-UP
Thermostat
1. Check for proper operation
Furnace
2. Inspect filter
3. Inspect blower assembly
4. Inspect and lubricate blower motor
5. take amperage reading of blower motor
6. Inspect condensate drain, flush if necessary
Outdoor unit
7. Inspect condenser coil
8. Inspect all electrical connections in condensing unit
9. Check service valves and service port caps
10. Check compressor voltage
11. Check contractor contacts for voltage drop
12. read and record compressor discharge gas temperature
13. read and record suction line temperature
14. read and record liquid line temperature
Furnace
15. Check evaporator coil performance
16. Check temperature drop across evaporator
17. Check unit operation according to charging calculator
18. Clean furnace cabinet
19. Cycle system through one complete cycle
20. re-set thermostat
21. review ProCheck Cooling Performance results with customer
22. review any appropriate indoor air quality issues with customer
23. review energy maintenance agreement with customer