Outbound Follow-Up and Membership Rep Guide
For Narqix team members who follow up on open estimates, run tune-up and renewal campaigns and sell maintenance plans. After this page you will know what you own, how you are measured, how to plan your day across Bangladesh and US hours, and how to stay helpful without ever becoming pushy.
Track: HVAC & Home Services · Role: Appointment Setter, SMS Agent, CSR · Time to complete: 35 min
What you own
Most of a home services company's biggest sales do not close on the day of the visit. A homeowner gets a USD 12,000 quote for a new system and says "Let me think about it." Without follow-up, many of those quotes simply go quiet, and a competitor wins the job. Members who are never called for their tune-up forget the value, and do not renew.
You own:
- Estimate follow-up: a planned sequence of calls, texts and emails on every open estimate.
- Maintenance campaigns: booking members' seasonal tune-ups before the busy season.
- Membership sales: offering the maintenance plan to eligible customers.
- Renewals: contacting members whose plans expire in 30 to 60 days.
- Holds: chasing jobs on hold for a customer decision.
- Clean cadence records: every touch logged, every lost estimate given a reason.
You do not own: price changes, discounts, scope changes, technical questions or financing approvals. Those go to the comfort advisor or office manager.
Coach's note: The client owns price and scope. You own cadence and notes. When you keep to that line, comfort advisors trust you, customers trust you, and you never have to guess.
KPIs that matter
| KPI | Narqix standard | Why it matters |
|---|---|---|
| First follow-up touch | Within 48 hours of the estimate, 100 percent | Interest falls quickly after two days |
| Cadence completion | 100 percent of planned touches done on time | Most wins come from the third to sixth touch |
| Estimate close rate | Client baseline, then improve month over month | Your main revenue outcome |
| Lost reason captured | 100 percent of closed-lost estimates | Teaches the client why it loses |
| Tune-ups booked versus visits owed | Client target, often 90 percent before peak season | Members who get visits renew |
| Membership close rate on calls | 10 percent or more of eligible conversations | Recurring revenue |
| Renewal rate | 80 percent or higher | Strong programs keep most members |
| Opt-out and quiet hours compliance | 100 percent, zero exceptions | Legal and reputation protection |
Your daily rhythm
Your work splits naturally between Bangladesh daytime (preparing) and US business hours (contacting).
Prep block (can be done before US hours)
- Pull today's follow-up list from the field service management system: estimates due a touch today, holds due, renewals due, tune-ups owed.
- Read each record: the technician's notes, the options quoted, the customer's concerns.
- Draft texts and emails using approved templates, personalised to each customer.
- Schedule texts and emails to send inside the customer's allowed hours (Narqix default 9 AM to 8 PM their local time).
- Prepare questions for the comfort advisor.
Contact block (US hours only)
- Calls for today's due touches, highest value estimates first.
- Inbound replies to texts and emails within 15 minutes during your shift.
- Book revisits, tune-ups and comfort advisor callbacks.
- Offer the maintenance plan where eligible.
Close block (last 30 minutes)
- Every touch logged with outcome and next date.
- Closed-won and closed-lost estimates updated with reasons.
- Questions and price requests sent to the comfort advisor.
- Shift handoff written.
Tools you use (generic)
- Field service management system: estimates, memberships, recurring service events, follow-up tasks
- Dialer or phone system with call recording
- Texting platform with opt-out handling
- Team channel for questions to comfort advisors and the office
- Your client's approved templates, plan details and offer rules
Handoffs
| You receive from | What | You pass to | What |
|---|---|---|---|
| Technicians and comfort advisors | Open estimates with notes | Comfort advisor | Price questions, competitor quotes, scope changes, technical questions, ready-to-buy customers |
| Dispatcher | Jobs on hold | Dispatcher | Booked revisits and tune-ups |
| CSR | Callers who want to "think about it" | Office manager | Complaints, billing issues, cancellation requests for memberships |
| Office | Membership expiry lists, campaign lists | Review assistant | Customers who just completed work |
Quality checklist
- Every call opens with my name, company name and the reason for the call
- I referenced the specific estimate or plan (date, technician, options)
- I asked a question and listened before giving any information
- I did not invent urgency or threaten price increases unless the client authorised a real, dated offer
- I did not discuss interest rates, approvals or technical details
- I asked permission before the next touch, and stopped on a clear no
- Every opt-out recorded the same day across call, text and email
- Every touch logged with outcome and next date
Common mistakes
- Waiting too long. The first touch on day 5 is often too late.
- "Just checking in." Every touch needs a purpose: answer questions, share something useful, or ask about their decision.
- Fake urgency. "Prices go up tomorrow" when they do not. This is dishonest and it damages trust.
- Talking price changes. Only the comfort advisor or office can change a price.
- Ignoring the decision date. If the customer says "We'll decide after the 15th", pause until the 16th. Do not keep calling.
- Not recording lost reasons. The client never learns that their financing or their warranty is the real issue.
- Pitching a plan on badly failing old equipment. Be honest and send it to the comfort advisor instead.
Never do this: Never call or text outside allowed hours. Never contact someone who has opted out. Never promise financing approval or quote rates. Never offer a discount that the client has not approved in writing. Never tell a customer their system is unsafe or will fail unless you are reading the technician's written words to them.
Escalation rules
| Situation | Escalate to | How fast |
|---|---|---|
| Customer asks for a lower price or says a competitor is cheaper | Comfort advisor | Same day |
| Customer is ready to buy | Comfort advisor or office, per client | Within 1 hour |
| Technical question you cannot answer from the estimate | Comfort advisor | Same day |
| Complaint about the visit or the technician | Office manager | Same day |
| Member wants to cancel their plan | Office manager, per client retention rule | Same day |
| Customer threatens a complaint about calls or texts | Record opt-out, tell your Narqix team lead | Immediately |
Check yourself
- Within how many hours should the first follow-up touch happen?
- A customer says, "Your competitor quoted 2,000 less." What do you do?
- Which parts of your day can you do in Bangladesh daytime, and which only in US hours?
- What do you do if a customer says, "We'll decide after our vacation on the 20th"?
- Who owns price and scope, and what do you own?
Answers
- Within 48 hours.
- Thank them, ask if they are comfortable sharing the competing quote, note the details and pass it to the comfort advisor the same day. Do not change or promise a price.
- Prep (pulling lists, reading records, drafting and scheduling messages) can be done in Bangladesh daytime. Calls and messages go out only inside the customer's allowed US hours.
- Note the date, ask permission to reach out after it, pause the cadence and set the next touch for the 21st.
- The client (comfort advisor and office) owns price and scope. You own cadence and notes.
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