Estimate Follow-Up and Membership Playbook

Part 1: Estimate follow-up

Why it works

A replacement estimate is a big decision. A new air conditioner, furnace, water heater or electrical panel can cost thousands. Homeowners need time, information and reassurance. Industry data shows engagement drops quickly after the first two days, and sequences of several short, useful touches over one to two weeks win far more jobs than a single "just checking in" call.

Principles

1. Start within 48 hours. Earlier is better. A same-evening thank-you text is ideal.
2. Every touch has a purpose. Answer questions, share something useful, or ask about the decision.
3. Short texts. About 160 to 220 characters, ending with an easy question.
4. No invented urgency. Mention a deadline only if the client has a real, dated offer, and say the real date.
5. Respect the decision date. If the customer names a date, pause until then.
6. Stop on a clear no or an opt-out. Record the reason, thank them, and stop.
7. The client owns price and scope; you own cadence and notes.

The Narqix standard cadence (adjust to your client)

Day	Channel	Purpose	Script
0 (same evening)	Text	Thank you, link or reminder of the estimate, invite questions	Voicemail and SMS Pack
2	Call (voicemail plus text if no answer)	First live touch: questions on the options, book a revisit if needed	Estimate Follow-Up, Day 2
4	Text	Reassurance: warranty, licensed crew, financing options exist	Voicemail and SMS Pack
7	Call plus email summary	Decision check: timeline, who else decides, what they are weighing	Estimate Follow-Up, Day 7
10	Text	Short, friendly check-in with an easy question	Voicemail and SMS Pack
14	Call	Close the loop: still deciding, went another way, or ready	Estimate Follow-Up, Day 14
30, 60, 90	Text or email (with permission)	Long-term nurture, seasonal reminder	Voicemail and SMS Pack

What to ask on follow-up calls

• "Did you have a chance to look at the options together?"
• "Which option felt closest to what you need?"
• "What questions came up after (TECH NAME) left?"
• "Is anyone else involved in the decision?"
• "Do you have a timeframe in mind?"
• "What is the main thing you are weighing?" (price, timing, trust, the option itself)

Routing what you hear

Customer says	You do
"We have a question about the system size."	Note it, get the comfort advisor to call back the same day
"Another company quoted less."	Ask if they will share it, note it, route to comfort advisor the same day
"Can you do it cheaper?"	"I can't change prices myself, but I'll ask (ADVISOR NAME) to call you about your options." Route same day
"Do you have financing?"	"Yes, we offer financing options, and (ADVISOR NAME) can walk you through what you might qualify for." No rates, no approvals
"We're ready."	Book the install or the advisor's signing visit per client process, within the hour
"We went with someone else."	Thank them, ask why (politely, once), log the reason, close the estimate
"Stop calling me."	Apologise, confirm, opt out across all channels the same day

Lost reason codes

Code	Meaning
LOST-Price	Chose a cheaper option elsewhere
LOST-Repair	Decided to repair instead of replace
LOST-Timing	Postponed, not this season (set nurture date)
LOST-Financing	Could not get or did not want financing
LOST-Trust	Did not feel comfortable with the company or the visit
LOST-Competitor	Chose another company for reasons other than price
LOST-NoResponse	No response after the full cadence
LOST-Other	Explain in the note

Part 2: Maintenance plans (memberships)

What a plan usually includes

Every client designs its own plan, and names it differently (club, comfort plan, care plan, service agreement). A typical plan includes:

• One or two tune-ups a year (spring for cooling, fall for heating), or a yearly plumbing or electrical safety inspection.
• Priority scheduling: members go to the front of the line in busy seasons.
• A repair discount, often 10 to 15 percent.
• A reduced or waived diagnostic fee.
• Sometimes: no overtime fees, extended labour warranties, transferable plans.

Typical prices range from about 15 to 30 USD a month, or a yearly payment. Some clients offer two or three tiers. Learn your client's plan details and use only their numbers.

When to offer the plan

1. Every non-member tune-up booking. The plan often costs little more than the tune-up alone.
2. Every non-member repair call, after the slot is confirmed. Never before. The booking comes first.
3. Any call where the fee was a concern. The plan may reduce or waive it.
4. Every member whose plan expires in 30 to 60 days (renewal).

When not to offer it

• During or right after a safety call.
• When the caller is upset or complaining.
• When equipment is very old and likely to be replaced. Be honest, and flag it for the comfort advisor instead.
• When the caller has opted out of marketing contact (outbound).

The offer in three parts

1. Bridge: "Before I let you go, one thing that could save you money today..."
2. Value in their terms: two or three benefits that matter to this caller.
3. Easy question: "Would you like me to set that up so the discount applies to today's visit?"

Full wording is in the script "Membership Offer".

Simple value math

Use only your client's real numbers. Example: the plan is 20 USD a month (240 a year). It includes two tune-ups (worth about 150 each if bought separately), 15 percent off repairs, and no diagnostic fee for members. If today's repair is 450, the member saves about 68 on the repair plus the fee. You can say: "With today's repair alone, the plan saves you about (SAVINGS AMOUNT), and both tune-ups are included."

Running the member book

Tune-up campaigns

• Start booking cooling tune-ups in early spring and heating tune-ups in early fall, before the busy season.
• Work the client's list of visits owed. Book by zone to keep technician drive time low.
• When a member calls in for a repair, check if a tune-up is due and book both if possible, if your client allows.
• Mark inbound tune-up bookings against the member's plan so the visit counts.

Renewals

• Contact members 30 to 60 days before expiry.
• Remind them what they used: "This year you had both tune-ups and saved (SAVINGS AMOUNT) on your repair."
• Offer the renewal, and update payment details only through the client's secure process.
• Cancellation requests go to the office manager per client retention rules.

Membership KPIs

KPI	Standard
Plan mention rate on eligible calls	100 percent
Plan close rate (CSR calls)	10 percent or more
Tune-ups completed on time	Client target, often 90 percent before peak
Renewal rate	80 percent or higher

Check yourself

1. List the cadence days in the Narqix standard and the channel for each.
2. When do you mention the plan on a repair call, before or after the slot is confirmed?
3. A customer's furnace is 24 years old and the technician noted a cracked heat exchanger. Do you pitch the plan?
4. What can you say about financing, and what can you never say?
5. A customer says, "We'll decide after we get our tax refund in March." What do you do?

Answers

1. Day 0 text, day 2 call, day 4 text, day 7 call plus email, day 10 text, day 14 call, then 30, 60 and 90 day nurture by text or email with permission.
2. After the slot is confirmed.
3. No. Be honest, and flag the customer for the comfort advisor. A cracked heat exchanger is also a safety concern the technician will have already addressed with them.
4. You can say financing options exist and the advisor can explain what they might qualify for. You never quote rates, payments or approvals.
5. Thank them, ask permission to reach out in March, log LOST-Timing or pause per client rules with a nurture date, and stop the active cadence.

---

© Narqix Academy