Get Ready for Fall Anyway

Yes, it probably is. However, there is NOTHING you can do about this summer’s revenues now – it’s almost over. Start planning for fall, where you CAN do activities to generate revenue.

First, pull out your tickler files from the end of last winter. Some of your customers may have said “I’ll wait until next fall to fix…” or “I’ll wait until next fall to install a new unit…” It’s fall. It’s time to contact them and remind them of what happened at the end of last winter. You can be sure that it is out of their minds until you remind them. That’s what your tickler files are for!

Next, what is your fall maintenance contest? Year after year owners of companies who have a great maintenance program tell me that their maintenance customers carry them through slower winters.

Set a fall contest where everyone can participate. Dispatchers start the process with your customers. Technicians get the first chance to educate them. They leave the agreement, even if the customer says, “I have to talk with my spouse.” Someone from the office follows up.

Set a goal that makes the company stretch. If you’ve never generated 100 new maintenance plans in the fall, set this as a goal. In a three-month period it’s only about 33 per month. To do this you need 99 opportunities. Do you have that? If so, then go for that goal.

Reminders about fall revenue generation:

1. If someone calls asking about your prices, ask whether you can schedule a service call

Don’t let a potential customer get away! Even if they are surfing the internet trying to find a company they like, someone will get that service call…it should be you.

2. Always wear clothing with the name of your business on it

You will get stopped in supermarkets, malls, etc. by people who have a plumbing, heating, or cooling need. These conversations result in additional service calls and equipment sales…simply because you are advertising the name of your business. Again, when someone stops you, make sure that you ask whether you can send a technician or a salesperson to that person’s home or office. They’ve made the investment of time to ask you a question…they wouldn’t have stopped you if they didn’t have a need!

3. The appearance of your technicians and trucks is critical

A clean truck is necessary. It may not get noticed. However, a dirty, dented truck will get noticed and leave a negative impression…especially if the customer sees it pulling into his driveway.

How do you keep the trucks clean? First, you must lead by example. If your truck is dirty, your technicians’ trucks will also be dirty.

Second, if you allow the technicians to take their trucks home, then it is one of the things they have to do to keep the privilege. Warn them if their trucks aren’t clean. The next time they lose the privilege of taking the truck home for a day…or a week. This inconveniences them because usually they have only one other car. Hopefully a week is enough to change the behavior.

You want your technicians to have a good first impression when they appear at a customer’s home or office. This starts the service call on a positive note. If they get dirty, then have them carry an extra shirt in their trucks. It’s important.

4. Direct mail is making a come back!

Response rates on social media are so low and there is hardly any mail anymore. Your postcards will get noticed! Send out postcards with a fall inspection theme to all non-maintenance customers who have used your company in the past 18 months to 5 years.

People in this bracket have experience with your company. For those that don’t have maintenance plans, this postcard is a reminder to get a fall heating safety inspection or that plumbing problems should be repaired before having friends and family to their homes for the holidays.

Always do things that are in the best interest of the customer. They are counting on you to tell them what is going on with their systems. Make sure that your technicians record everything…both the good and the bad. Let the customer make an informed choice. If they choose not to make a repair, you have built in work for the slower times.