Grow Your Business with Residential Maintenance Agreements May 19, 2006
Four Basic Principles <ul><li>Match demand and capacity </li></ul><ul><li>Ease their pain </li></ul><ul><li>WOW your custo...
 
 
 
 
 
 
 
The Key is to Match Capacity to Demand Once the plane takes off, you can’t fill an empty seat
Ease Their Pain <ul><li>Its all about perception </li></ul><ul><li>Perception is based on many differing factors </li></ul...
The WOW Factor <ul><li>Its all about the experience </li></ul><ul><li>Promise more than your competition </li></ul><ul><li...
Personalize the Experience <ul><li>People buy based on emotion and justify based on facts </li></ul><ul><li>Emotionalize b...
Ways to Grow Your Business <ul><li>Acquire a competitor </li></ul><ul><li>Get more customers </li></ul><ul><li>Get more sa...
The Challenge of Growth <ul><li>Finding customers </li></ul><ul><li>Finding new products and services </li></ul><ul><li>Ti...
Would Growth be Easier  if You Could …? <ul><li>Choose your customers </li></ul><ul><li>Plan your hiring </li></ul><ul><li...
With a Maintenance Program You… <ul><li>Own your customers </li></ul><ul><li>Have more opportunities in front of customers...
Maintenance Agreements Give You Steady and Predictable Demand So you can set your capacity to meet the demand
What is Done on a Maintenance Visit and Why? <ul><li>Dan Dearden </li></ul><ul><li>Field Service Representative </li></ul>...
Who Does Maintenance? <ul><li>Maintenance Technicians </li></ul><ul><li>Service Technicians </li></ul><ul><li>Installers <...
An Effective Maintenance Program is a Company-wide Culture <ul><li>Maintenance is the driving force for the business  </li...
How is that Culture Developed? <ul><li>Name the program </li></ul><ul><li>Require all employees to observe a maintenance b...
Creating Your Maintenance Program <ul><li>Develop a name </li></ul><ul><li>Create a benefit statement </li></ul><ul><li>De...
Name the Program <ul><li>Name should be unique </li></ul><ul><li>Should create positive and descriptive image for customer...
Create a Benefits Statement <ul><li>Minimize utility bills </li></ul><ul><li>Optimize comfort </li></ul><ul><li>Ensure saf...
What Tasks Will be Performed on a Maintenance Visit? <ul><li>Determined by Owner and/or Service Manager </li></ul><ul><li>...
Establish Time for Each Visit <ul><li>Determined by Owner and/or Service Manager </li></ul><ul><li>Consider all the tasks ...
Develop Pricing <ul><li>Labor Rate </li></ul><ul><li>Materials costs </li></ul><ul><li>Number of annual visits </li></ul><...
Calculating Hourly Cost
Calculating Selling Price
Determine SPIFF <ul><li>Offering maintenance agreements is part of minimum job expectations </li></ul><ul><li>Spiff option...
Develop a Script <ul><li>Consistent, friendly greeting </li></ul><ul><li>Ask if caller is maintenance customer </li></ul><...
Establish Scheduling Guidelines <ul><li>Have a schedule book (manual or electronic) </li></ul><ul><ul><li>Two-hour blocks ...
Create Forms <ul><li>Maintenance checklist </li></ul><ul><li>Maintenance Agreement form </li></ul><ul><li>Maintenance Perf...
Create Tracking System <ul><li>Customer information </li></ul><ul><li>Equipment information </li></ul><ul><li>Scheduling s...
Develop Renewal System <ul><li>Send postcard two weeks prior to scheduled renewal visit  </li></ul><ul><ul><li>Reminding t...
Establish Program Goals <ul><li>85% renewal rate </li></ul><ul><li>Labor rate </li></ul><ul><li>5% replacement lead turnov...
Establish Reporting System <ul><li>Tracking boards </li></ul><ul><ul><li>Program goals </li></ul></ul><ul><ul><li>Individu...
Where do Agreements Come From? <ul><li>Tune-ups </li></ul><ul><ul><li>Marketing </li></ul></ul><ul><ul><li>Service calls <...
Maintenance Circle Maintenance Base Tune-Ups Replacements Replacements Service Maintenance Accessories Referrals
Converting Tune-ups to Agreements <ul><li>Its all about the experience </li></ul><ul><li>Show the value </li></ul><ul><li>...
Build Value from Start to Finish <ul><li>Marketing </li></ul><ul><li>Pricing </li></ul><ul><li>Answering the call </li></u...
Marketing Tune-ups <ul><li>Focus on tangible advantages to customer </li></ul><ul><li>Take advantage of new customer acqui...
Pricing Tune-ups <ul><li>Street rate should be a premium price </li></ul><ul><li>Build in a “schedule today” discount </li...
Answering the Call from a  Tune-up Ad <ul><li>The customer is yours if you handle the call correctly </li></ul><ul><li>Ans...
Scheduling Tune-ups <ul><li>Screen customers </li></ul><ul><ul><li>Schedule tune-up visits on equipment newer than 10 year...
Dispatching Tune-ups <ul><li>Call the day before to confirm appointment </li></ul><ul><li>Call 15 minutes prior to the sta...
Performing the WOW Tune-up <ul><li>Shoe covers / Floor protection </li></ul><ul><li>Clean cut technicians with uniforms wi...
Performing the WOW Tune-up <ul><li>Ask customer comfort questions </li></ul><ul><li>Explain benefits of equipment and acce...
Educate Customers about Agreements <ul><li>Ask customer if you can review what you have found </li></ul><ul><li>Preventati...
Sign up Customer with Maintenance Agreement <ul><li>Explain agreement options </li></ul><ul><li>Inform customer when you h...
Other Tune-up Tasks <ul><li>Send a Thank You card </li></ul><ul><ul><li>After returning to service van, complete a persona...
Hiring Maintenance Technicians <ul><li>Clean cut </li></ul><ul><li>Works well with people </li></ul><ul><li>Detail oriente...
Training Maintenance Technicians <ul><li>Industry training opportunities </li></ul><ul><li>RMGA and EPA certifications </l...
Getting Replacement Leads from Maintenance and Tune-up Visits <ul><li>Approximately 5% of maintenance visits should result...
How Many Agreements do You Need <ul><li>1000 agreements for each million dollars of revenue </li></ul><ul><li>400 agreemen...
Payment Options and Sales <ul><li>Monthly-pay and multi-year prepaid agreements provide the best opportunity to sell equip...
Get Started Now <ul><li>Set aside time to review this information </li></ul><ul><li>Get out the checklist and make specifi...
Every time your plane takes off with empty seats it costs you money Fill up the seats with maintenance work
Converting Maintenance Visits to Leads Takes Training and Practice <ul><li>Kalani White </li></ul><ul><li>Territory Manage...
Questions?
Measuring Your Program <ul><li>Are the comfort consultants talking about your program? </li></ul><ul><li>Are the service t...
Customer Satisfaction Survey <ul><li>What questions are asked? </li></ul><ul><ul><li>Do you have a maintenance agreement? ...
Customer Satisfaction Survey <ul><li>Who should participate in the Survey? </li></ul><ul><ul><li>Everyone committed to cus...
Customer Satisfaction Survey <ul><ul><li>How to get the most from your surveys! </li></ul></ul><ul><ul><li>Encourage your ...
Customer Satisfaction Survey <ul><ul><li>How do you get started? </li></ul></ul><ul><ul><li>Instruction are on the brochur...
Sales Trane’ing Classes? <ul><ul><li>Sales Training: XLi Certified – 8 weeks of sales training </li></ul></ul><ul><ul><li>...
THE END <ul><ul><li>Thank you for your business! </li></ul></ul><ul><ul><li>Have a great night! </li></ul></ul>
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Grow Your Business With Residential Maintenance Agreements - Kevin Nott

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Weatherproof an HVAC business by selling maintenance agreements to customers

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Grow Your Business With Residential Maintenance Agreements - Kevin Nott

  1. 1. Grow Your Business with Residential Maintenance Agreements May 19, 2006
  2. 2. Four Basic Principles <ul><li>Match demand and capacity </li></ul><ul><li>Ease their pain </li></ul><ul><li>WOW your customers </li></ul><ul><li>Personalize the experience </li></ul>
  3. 10. The Key is to Match Capacity to Demand Once the plane takes off, you can’t fill an empty seat
  4. 11. Ease Their Pain <ul><li>Its all about perception </li></ul><ul><li>Perception is based on many differing factors </li></ul><ul><li>Perception can be changed by providing believable information </li></ul><ul><li>Create perception of reasonable and factual anxiety </li></ul><ul><li>Offer to relieve anxiety at a reasonable cost </li></ul><ul><li>Remove the perceived anxiety as promised </li></ul><ul><li>Deliver additional “feel good” benefits not promised </li></ul>
  5. 12. The WOW Factor <ul><li>Its all about the experience </li></ul><ul><li>Promise more than your competition </li></ul><ul><li>Deliver more than you promise </li></ul><ul><li>Consistency in every contact </li></ul><ul><ul><li>Visit to visit </li></ul></ul><ul><ul><li>Person to person </li></ul></ul>
  6. 13. Personalize the Experience <ul><li>People buy based on emotion and justify based on facts </li></ul><ul><li>Emotionalize benefits </li></ul><ul><li>Make them specific to the customer and the customer’s home </li></ul><ul><li>Use this emotion when presenting options </li></ul>
  7. 14. Ways to Grow Your Business <ul><li>Acquire a competitor </li></ul><ul><li>Get more customers </li></ul><ul><li>Get more sales from existing customers </li></ul>
  8. 15. The Challenge of Growth <ul><li>Finding customers </li></ul><ul><li>Finding new products and services </li></ul><ul><li>Timing of new hires </li></ul><ul><li>Training </li></ul><ul><li>Vehicles </li></ul><ul><li>Inventory </li></ul><ul><li>Overhead constraints </li></ul><ul><li>Cash flow demands </li></ul>
  9. 16. Would Growth be Easier if You Could …? <ul><li>Choose your customers </li></ul><ul><li>Plan your hiring </li></ul><ul><li>Train future technicians </li></ul><ul><li>Match capacity to demand </li></ul><ul><li>Schedule demand to fill excess capacity </li></ul><ul><li>Predict cash flow </li></ul><ul><li>Ensure profitability in slow months </li></ul>You can do this with maintenance agreements
  10. 17. With a Maintenance Program You… <ul><li>Own your customers </li></ul><ul><li>Have more opportunities in front of customers </li></ul><ul><li>Schedule the work to fill in the slow times </li></ul><ul><li>Know staffing needs several months in advance </li></ul><ul><li>Can predict the revenue and cash flow </li></ul><ul><li>Keep technicians busy year round </li></ul><ul><li>Get steady source of replacement opportunities </li></ul>
  11. 18. Maintenance Agreements Give You Steady and Predictable Demand So you can set your capacity to meet the demand
  12. 19. What is Done on a Maintenance Visit and Why? <ul><li>Dan Dearden </li></ul><ul><li>Field Service Representative </li></ul><ul><li>Salt Lake City Trane </li></ul>
  13. 20. Who Does Maintenance? <ul><li>Maintenance Technicians </li></ul><ul><li>Service Technicians </li></ul><ul><li>Installers </li></ul><ul><li>Plumbers </li></ul><ul><li>Any field employee </li></ul>
  14. 21. An Effective Maintenance Program is a Company-wide Culture <ul><li>Maintenance is the driving force for the business </li></ul><ul><li>It’s not just another product you sell, it’s the heart of your business </li></ul><ul><li>All must believe that regular maintenance is in the best interest of </li></ul><ul><ul><li>The customer </li></ul></ul><ul><ul><li>The equipment being maintained </li></ul></ul><ul><ul><li>The employees </li></ul></ul><ul><ul><li>The company </li></ul></ul><ul><li>Maintenance customers are treated like royalty – because they are </li></ul>
  15. 22. How is that Culture Developed? <ul><li>Name the program </li></ul><ul><li>Require all employees to observe a maintenance being performed (preferably on their own equipment) </li></ul><ul><li>Give preferential pricing on all products and services to agreement customers </li></ul><ul><li>Create an unbundled cost of the services </li></ul><ul><li>Every employee knows intimately the benefits </li></ul><ul><li>Always ask callers if they are a maintenance customer </li></ul><ul><li>It starts at the top </li></ul>
  16. 23. Creating Your Maintenance Program <ul><li>Develop a name </li></ul><ul><li>Create a benefit statement </li></ul><ul><li>Determine what will be done during a visit </li></ul><ul><li>Establish benchmark time for each visit </li></ul><ul><li>Develop pricing </li></ul><ul><li>Determine SPIFF </li></ul><ul><li>Develop a script </li></ul><ul><li>Establish scheduling guidelines </li></ul><ul><li>Create forms </li></ul><ul><li>Create tracking system </li></ul><ul><li>Develop renewal system </li></ul><ul><li>Establish program goals </li></ul><ul><li>Develop reporting system </li></ul>
  17. 24. Name the Program <ul><li>Name should be unique </li></ul><ul><li>Should create positive and descriptive image for customers </li></ul><ul><li>Should not be confusing or misleading </li></ul><ul><li>May have a tag line or slogan attached </li></ul><ul><li>Get everyone involved in the process of naming the program </li></ul><ul><li>Avoid names that allude to promises of energy savings, extended equipment life or fewer repairs </li></ul>
  18. 25. Create a Benefits Statement <ul><li>Minimize utility bills </li></ul><ul><li>Optimize comfort </li></ul><ul><li>Ensure safety </li></ul><ul><li>Minimize repairs </li></ul><ul><li>Extend equipment life </li></ul><ul><li>Discount on products and services </li></ul><ul><li>Priority service </li></ul>
  19. 26. What Tasks Will be Performed on a Maintenance Visit? <ul><li>Determined by Owner and/or Service Manager </li></ul><ul><li>See Dan’s checklist </li></ul>
  20. 27. Establish Time for Each Visit <ul><li>Determined by Owner and/or Service Manager </li></ul><ul><li>Consider all the tasks identified in the previous step </li></ul><ul><li>Include travel time </li></ul><ul><li>Include customer education time </li></ul>
  21. 28. Develop Pricing <ul><li>Labor Rate </li></ul><ul><li>Materials costs </li></ul><ul><li>Number of annual visits </li></ul><ul><li>Number of pieces of equipment </li></ul><ul><li>Payment method </li></ul><ul><li>Desired profit </li></ul>
  22. 29. Calculating Hourly Cost
  23. 30. Calculating Selling Price
  24. 31. Determine SPIFF <ul><li>Offering maintenance agreements is part of minimum job expectations </li></ul><ul><li>Spiff options </li></ul><ul><ul><li>By number of annual visits </li></ul></ul><ul><ul><li>By pieces of equipment </li></ul></ul><ul><ul><li>By number of years </li></ul></ul><ul><li>Typical SPIFF is $5.00 to $10.00 per annual visit </li></ul><ul><ul><li>Agreements </li></ul></ul><ul><ul><li>Tune-ups </li></ul></ul>
  25. 32. Develop a Script <ul><li>Consistent, friendly greeting </li></ul><ul><li>Ask if caller is maintenance customer </li></ul><ul><li>Ask what prompted them to call </li></ul><ul><li>Capture critical customer data first </li></ul><ul><li>Capture equipment information </li></ul><ul><ul><li>Age </li></ul></ul><ul><ul><li>Make </li></ul></ul><ul><li>Payment terms </li></ul><ul><li>What else do you want to know? </li></ul>
  26. 33. Establish Scheduling Guidelines <ul><li>Have a schedule book (manual or electronic) </li></ul><ul><ul><li>Two-hour blocks </li></ul></ul><ul><ul><li>4 blocks per technician </li></ul></ul><ul><li>Start schedule with slowest time of year and work back toward busy time </li></ul><ul><li>Do furnace and A/C maintenance visits separately </li></ul><ul><li>Schedule 1 piece of equipment per block </li></ul><ul><li>Start with 2 to 3 blocks per tech per day (leave time for service-generated tune-ups and demand service) </li></ul><ul><li>Don’t over schedule (don’t pay overtime for maintenance) </li></ul>
  27. 34. Create Forms <ul><li>Maintenance checklist </li></ul><ul><li>Maintenance Agreement form </li></ul><ul><li>Maintenance Performance report </li></ul><ul><li>Bank/Credit Card Draft Agreement </li></ul>
  28. 35. Create Tracking System <ul><li>Customer information </li></ul><ul><li>Equipment information </li></ul><ul><li>Scheduling system </li></ul><ul><li>Paper system </li></ul><ul><li>Computer system </li></ul>
  29. 36. Develop Renewal System <ul><li>Send postcard two weeks prior to scheduled renewal visit </li></ul><ul><ul><li>Reminding them of their appointment </li></ul></ul><ul><ul><li>thanking customer for the privilege to serve them </li></ul></ul><ul><ul><li>reinforcing the benefits of their service </li></ul></ul><ul><li>Technicians need to know if they need to renew an agreement as they are dispatched </li></ul><ul><li>Technicians debrief immediately after visit on renewal success </li></ul><ul><li>All non-renewals need to be contacted </li></ul><ul><ul><li>Determine why they cancelled </li></ul></ul><ul><ul><li>Attempt to reclaim the customer </li></ul></ul>
  30. 37. Establish Program Goals <ul><li>85% renewal rate </li></ul><ul><li>Labor rate </li></ul><ul><li>5% replacement lead turnover rate </li></ul><ul><li>95% first-time completion rate </li></ul><ul><li>Accessory sales </li></ul><ul><li>Customer satisfaction rating </li></ul><ul><li>Others as desired </li></ul>
  31. 38. Establish Reporting System <ul><li>Tracking boards </li></ul><ul><ul><li>Program goals </li></ul></ul><ul><ul><li>Individual and team </li></ul></ul><ul><li>Exception reports </li></ul><ul><li>Profitability reports </li></ul><ul><li>Other measurements required </li></ul>
  32. 39. Where do Agreements Come From? <ul><li>Tune-ups </li></ul><ul><ul><li>Marketing </li></ul></ul><ul><ul><li>Service calls </li></ul></ul><ul><li>Equipment replacement </li></ul>
  33. 40. Maintenance Circle Maintenance Base Tune-Ups Replacements Replacements Service Maintenance Accessories Referrals
  34. 41. Converting Tune-ups to Agreements <ul><li>Its all about the experience </li></ul><ul><li>Show the value </li></ul><ul><li>Involve the customer </li></ul><ul><li>Tune-ups done by Maintenance Technicians </li></ul>
  35. 42. Build Value from Start to Finish <ul><li>Marketing </li></ul><ul><li>Pricing </li></ul><ul><li>Answering the call </li></ul><ul><li>Scheduling the appointment </li></ul><ul><li>Dispatching </li></ul><ul><li>Performing the tune-up </li></ul><ul><li>Educate customers about agreements </li></ul><ul><li>Sign up customer with maintenance agreement </li></ul><ul><li>Thank You card </li></ul><ul><li>Quality assurance call </li></ul><ul><li>Seasonal newsletter </li></ul>
  36. 43. Marketing Tune-ups <ul><li>Focus on tangible advantages to customer </li></ul><ul><li>Take advantage of new customer acquisition periods </li></ul><ul><ul><li>Mid May to late June </li></ul></ul><ul><ul><li>Mid September to mid November </li></ul></ul><ul><li>Special offers </li></ul><ul><ul><li>Preseason </li></ul></ul><ul><ul><li>Postseason </li></ul></ul><ul><li>Target marketing </li></ul><ul><ul><li>Equipment over 10 years old </li></ul></ul><ul><ul><li>Age of home </li></ul></ul><ul><ul><li>Income levels </li></ul></ul><ul><ul><li>Zip Codes </li></ul></ul>
  37. 44. Pricing Tune-ups <ul><li>Street rate should be a premium price </li></ul><ul><li>Build in a “schedule today” discount </li></ul><ul><li>No special discounts during peak season </li></ul><ul><li>Special offer pricing </li></ul><ul><ul><li>10% to 20% off depending on time of year and need for work </li></ul></ul><ul><ul><li>Never discount below price of maintenance agreement </li></ul></ul>
  38. 45. Answering the Call from a Tune-up Ad <ul><li>The customer is yours if you handle the call correctly </li></ul><ul><li>Answer with a smile </li></ul><ul><li>Never give out prices without benefits </li></ul><ul><li>Talk about personal experience </li></ul><ul><li>Talk about the company and the people </li></ul><ul><li>Ask for the order </li></ul><ul><li>Give customer two hour window </li></ul><ul><li>Thank the caller for the opportunity to serve </li></ul><ul><li>Assure them that they have made a good choice </li></ul>
  39. 46. Scheduling Tune-ups <ul><li>Screen customers </li></ul><ul><ul><li>Schedule tune-up visits on equipment newer than 10 years old further into the season </li></ul></ul><ul><ul><li>Schedule tune-up visits on equipment older than 10 years old ASAP </li></ul></ul><ul><li>Schedule time that is convenient for the customer </li></ul><ul><li>Send out reminder if over two weeks out </li></ul><ul><li>Always thank the customer for the opportunity </li></ul><ul><li>Remind them of the value and the benefits </li></ul>
  40. 47. Dispatching Tune-ups <ul><li>Call the day before to confirm appointment </li></ul><ul><li>Call 15 minutes prior to the start of the two-hour window to give customer a closer time. </li></ul><ul><li>If technician is running late, call customer immediately </li></ul><ul><li>When technician is on the way, inform customer </li></ul><ul><ul><li>Give technicians name </li></ul></ul><ul><ul><li>Tell customer positive information about technician </li></ul></ul><ul><ul><li>Ask customer to call if they have any concerns </li></ul></ul>
  41. 48. Performing the WOW Tune-up <ul><li>Shoe covers / Floor protection </li></ul><ul><li>Clean cut technicians with uniforms with name badge </li></ul><ul><li>Knock, don’t ring bell </li></ul><ul><li>Greet with smile and handshake </li></ul><ul><li>Introduce yourself and the company </li></ul><ul><li>Start with the thermostat </li></ul><ul><li>Ask the customer to observe </li></ul><ul><li>Introduce customer to the equipment </li></ul><ul><li>Show customer condition of equipment </li></ul><ul><li>Explain consequences associated with the condition </li></ul><ul><li>Explain each thing you are doing and benefits </li></ul>
  42. 49. Performing the WOW Tune-up <ul><li>Ask customer comfort questions </li></ul><ul><li>Explain benefits of equipment and accessories they don’t have but that may be beneficial to them </li></ul><ul><li>Talk often about the benefits of regular maintenance </li></ul><ul><li>Clean up area as good or better than it was found </li></ul><ul><li>Point out how good the equipment looks </li></ul><ul><li>Reinforce the benefits they will now get </li></ul>
  43. 50. Educate Customers about Agreements <ul><li>Ask customer if you can review what you have found </li></ul><ul><li>Preventative Maintenance </li></ul><ul><li>Not a start-up service </li></ul><ul><li>Pricing reflects the timing </li></ul><ul><li>Remind customer of condition of equipment </li></ul><ul><li>Create reasonable anxiety regarding the condition </li></ul><ul><li>Explain the benefits of the agreement </li></ul><ul><li>Ask the customer if they would like those benefits </li></ul><ul><li>Introduce the agreement as the solution </li></ul>
  44. 51. Sign up Customer with Maintenance Agreement <ul><li>Explain agreement options </li></ul><ul><li>Inform customer when you have openings for the next visit </li></ul><ul><li>Ask customer to participate in the agreement program </li></ul><ul><li>Call the office to schedule the next visit </li></ul>
  45. 52. Other Tune-up Tasks <ul><li>Send a Thank You card </li></ul><ul><ul><li>After returning to service van, complete a personalized thank you card and envelope </li></ul></ul><ul><ul><li>Include with the day’s paperwork </li></ul></ul><ul><li>Call the customer within 48 hours to see if the customer is satisfied. </li></ul><ul><ul><li>Reinforce positive comments </li></ul></ul><ul><ul><li>Immediately act upon negative comments </li></ul></ul><ul><li>Place customer on mailing list for newsletter </li></ul>
  46. 53. Hiring Maintenance Technicians <ul><li>Clean cut </li></ul><ul><li>Works well with people </li></ul><ul><li>Detail oriented </li></ul><ul><li>Enjoys working with hands </li></ul><ul><li>Assertive </li></ul><ul><li>Stepping stone to Service or Installation </li></ul><ul><li>Where to find them? </li></ul><ul><ul><li>Applied Technology Colleges </li></ul></ul><ul><ul><li>High School counselors </li></ul></ul><ul><ul><li>Mechanics </li></ul></ul><ul><ul><li>Other in-home sales companies </li></ul></ul>
  47. 54. Training Maintenance Technicians <ul><li>Industry training opportunities </li></ul><ul><li>RMGA and EPA certifications </li></ul><ul><li>Written list of tasks </li></ul><ul><li>All tune-ups done the same way by all employees </li></ul>
  48. 55. Getting Replacement Leads from Maintenance and Tune-up Visits <ul><li>Approximately 5% of maintenance visits should result in replacement leads </li></ul><ul><li>Report in when equipment is over 15 years old (or an age you feel comfortable with) </li></ul><ul><li>Encourage homeowners with older equipment to get estimate for new system if only as a budget for the future. </li></ul><ul><li>Keep database of this equipment and send replacement offers quarterly </li></ul>
  49. 56. How Many Agreements do You Need <ul><li>1000 agreements for each million dollars of revenue </li></ul><ul><li>400 agreements per technician </li></ul>
  50. 57. Payment Options and Sales <ul><li>Monthly-pay and multi-year prepaid agreements provide the best opportunity to sell equipment and accessories </li></ul><ul><li>Technician does not need to worry about renewal </li></ul><ul><li>Customer does not have the sticker shock of both the agreement and the other sale </li></ul>
  51. 58. Get Started Now <ul><li>Set aside time to review this information </li></ul><ul><li>Get out the checklist and make specific assignments with specific dates </li></ul><ul><li>Schedule follow-up meetings to ascertain progress </li></ul><ul><li>Involve your TM as needed </li></ul><ul><li>Ask questions </li></ul>
  52. 59. Every time your plane takes off with empty seats it costs you money Fill up the seats with maintenance work
  53. 60. Converting Maintenance Visits to Leads Takes Training and Practice <ul><li>Kalani White </li></ul><ul><li>Territory Manager </li></ul><ul><li>Salt Lake City Trane </li></ul>
  54. 61. Questions?
  55. 62. Measuring Your Program <ul><li>Are the comfort consultants talking about your program? </li></ul><ul><li>Are the service technicians asking customer is they are on the program, if not, would they like to be? </li></ul><ul><li>Are the customers happy with the jobs you have done for them? </li></ul><ul><li>Now you can find out! </li></ul>
  56. 63. Customer Satisfaction Survey <ul><li>What questions are asked? </li></ul><ul><ul><li>Do you have a maintenance agreement? </li></ul></ul><ul><ul><li>Were you offered a maintenance agreement? </li></ul></ul><ul><ul><li>Were efficiency options given? </li></ul></ul><ul><ul><li>Was a load calculation done? </li></ul></ul><ul><ul><li>How did you hear about us? </li></ul></ul><ul><ul><li>Why did you choose us? </li></ul></ul><ul><ul><li>Were you ask about cleaner air? </li></ul></ul>
  57. 64. Customer Satisfaction Survey <ul><li>Who should participate in the Survey? </li></ul><ul><ul><li>Everyone committed to customer satisfaction. </li></ul></ul><ul><ul><li>Everyone who would like honest feedback from their customers. </li></ul></ul><ul><ul><li>Everyone who would like to track their company & employees performance. </li></ul></ul><ul><ul><li>Anyone who would like referral business. </li></ul></ul>
  58. 65. Customer Satisfaction Survey <ul><ul><li>How to get the most from your surveys! </li></ul></ul><ul><ul><li>Encourage your customers to participate </li></ul></ul><ul><ul><li>Stay focused on the customer </li></ul></ul><ul><ul><li>Show you appreciation </li></ul></ul><ul><ul><li>Talk to your installers and technicians </li></ul></ul><ul><ul><li>Lead by example </li></ul></ul><ul><ul><li>Advertise your results </li></ul></ul>
  59. 66. Customer Satisfaction Survey <ul><ul><li>How do you get started? </li></ul></ul><ul><ul><li>Instruction are on the brochure </li></ul></ul><ul><ul><li>Talk to your TM </li></ul></ul><ul><ul><li>How much does the program cost? </li></ul></ul><ul><ul><li>$600 per year (billed $300 semi-annually) </li></ul></ul><ul><ul><li>Includes all postage, surveys, and survey results </li></ul></ul>
  60. 67. Sales Trane’ing Classes? <ul><ul><li>Sales Training: XLi Certified – 8 weeks of sales training </li></ul></ul><ul><ul><li>Building customized presentation books </li></ul></ul><ul><ul><li>Laptop Presentations & Proposals </li></ul></ul><ul><ul><li>Understanding Duct Work – Duct Design for sales people </li></ul></ul><ul><ul><li>Referral Farming – All the leads you will ever need </li></ul></ul><ul><ul><li>Mini Boot Camps – Overcoming objections – Asking the right questions </li></ul></ul><ul><ul><li>Know Your Competition – competitive review strengths and weaknesses </li></ul></ul><ul><ul><li>Selling Clean Air – Trane Clean Effects </li></ul></ul><ul><ul><li>Unique Solutions -- Zoning, twining, PTAC, & Mini Splits </li></ul></ul><ul><ul><li>Load Calculation: Manual, Computer, Pocket PC </li></ul></ul><ul><ul><li>Building a Website </li></ul></ul><ul><ul><li>13 SEER Plus – Selling comfort and accessories </li></ul></ul><ul><ul><li>Boot Camp – December 1st </li></ul></ul><ul><ul><li>Operations Training : Employee Retention, Managing by Margins, Understanding Financials, Service, Lead Generation, Installation, Management Structure </li></ul></ul>
  61. 68. THE END <ul><ul><li>Thank you for your business! </li></ul></ul><ul><ul><li>Have a great night! </li></ul></ul>
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