4
3.1 EXISTING CUSTOMERS 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 agreements Service 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 Lookforasampleservice agreementforminthe Appendix. h What’s in a name? “ServiceAgreement”or “ServiceContract”typically doesnotmakepeoplesitup andtakenotice. “ProfessionalTune-up”is betterand“Energy-Saver Tune-up”isbetteryet.

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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.

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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 customers — 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�Premier�dealers.

For�details,�see�“Profit�Enhancement�Program”�in��the�Appendix.

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10.5  D E A L E r  m A r k E t i n g  m A n u A L© 2012 Allied Air Enterprises LLC, A Lennox international inc. Company

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 $ ������������������

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D E A L E r  m A r k E t i n g  m A n u A L   10.6 © 2012 Allied Air Enterprises LLC, A Lennox international inc. Company

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