Return to the home page

Drive Sales with Daily Tracking of Maintenance-Agreement Success

Originally published: 04.01.13 by Ruth King


Reflecting on performance monthly allows you to refine your strategy.

Tracking maintenance-agreement enrollments and renewals is critical to growing a strong maintenance customer base. Tracking forces you to focus. Focus gives you the best chance for success.  

The tracking process is simple. Tracking residential maintenance agreements is simply recording the number of opportunities you have each day and the number of maintenance agreements you enroll each day. A sample residential tracking form is shown in Figure 1. 

The top of the form has your goals for the year versus actual results for the year. “Opp” is the number of opportunities and “PMA” is the number of planned maintenance agreements you enroll.  

I define an opportunity as any time you go to the home of a customer who does not own a maintenance agreement. The technician has the opportunity to educate the customer about maintenance, and the customer makes an informed decision about enrolling in your maintenance program.

Tracking commercial maintenance agreements is simply recording the number of surveys, proposals, and enrollments you have each day. A sample commercial tracking form is shown in Figure 2. 

It takes less than five minutes per day to complete these tracking forms. If you wait until the end of the week, it takes much longer because you have to remember what happened at the beginning of the week. Once you get into the habit of recording results daily, then you can see your progress every day. 

Once per month, enter your actual results for that month. You can see where you are versus your goal. If you are on track or ahead of goal, celebrate. If you are behind your goal, then determine why.

Tracking on a daily and monthly basis helps you to focus on building a strong maintenance program.


About Ruth King

Ruth King

Ruth King has over 25 years of experience in the hvacr industry and has worked with contractors, distributors, and manufacturers to help grow their companies and become more profitable. She is president of HVAC Channel TV and holds a Class II (unrestricted) contractors license in Georgia. Ruth has written two books: The Ugly Truth About Small Business and The Ugly Truth About Managing People. Contact Ruth at ruthking@hvacchannel.tv or 770.729.0258.


Articles by Ruth King

Keep Your Employees from Stealing this Summer

Don’t let policies you enforce during slow times get ignored when you’re busy.
View article.

7 Places to Look if Your Gross Margins are not Consistent

A consistent gross margin means that your profit and loss (P&L) statement is probably accurate (unless you discover overhead mistakes).
View article.

How Much Cash is Enough Cash?

Save the amount of cash that is comfortable for you. Get in the habit of putting money in savings accounts.
View article.

Cash, Profits or Profitability — Which is Most Important?

Continuous profits, turned into continuous cash, give your company the best chance for survival and building wealth.
View article.

Wealth Rule No. 10: Have an Increasing Current Ratio

Your company’s current ratio should be monitored monthly. It should always be greater than one. It should be constant or trending upward.
View article.