Maintenance Tune-Up Booking
Purpose: Book seasonal tune-ups for members (visits they have already paid for) and for non-members who ask for one.
When to use: Outbound tune-up campaigns (spring for cooling, fall for heating), and inbound callers asking for a tune-up or "check-up".
Goal of the call: A tune-up booked in an arrival window, counted against the member's plan, or a non-member tune-up booked with the plan offered.
Version: v1.0
Before you dial
- Campaign list of members with visits owed, sorted by zone
- Each member's record open: plan type, visits used and owed, equipment, last visit notes, expiry date
- Board open with tune-up windows the client has released for this campaign
- Allowed calling hours for each customer's time zone (Narqix default 9 AM to 8 PM local, Monday to Saturday)
- Customer has not opted out of calls
- Tune-up checklist summary for your client (what the technician does)
The flow
Stage 1: Opening (outbound to a member)
You: Hi, is this (CUSTOMER NAME)? Them: Yes. You: Hi (CUSTOMER NAME), this is (YOUR NAME) from (COMPANY NAME). I'm calling because you're a (PLAN NAME) member, and your (SEASON) tune-up is included in your plan. I'd love to get that on the calendar before the busy season starts. Do you have a quick minute?
Why it works: it is a service call, not a sales call. You are giving them something they already paid for.
If they say: "Now isn't a good time."
You: No problem at all. When would be better for a two-minute call, later today or tomorrow?
Set a callback in the CRM at the time they choose, inside allowed hours.
If they say: "I didn't know I had a plan" or "What's included again?"
You: Of course. Your plan includes (PLAN BENEFITS SUMMARY). This visit is one of the (NUMBER) tune-ups included each year, so there's no charge for the tune-up itself.
Stage 1 (alternative): Opening (inbound tune-up request)
You: Thank you for calling (COMPANY NAME), this is (YOUR NAME). Who do I have the pleasure of speaking with? Them: I'd like to get my AC checked before summer. You: Great idea, that's exactly the right time. Let me pull up your account. What's the service address?
Check membership. Members: continue to Stage 2. Non-members: continue to Stage 2, then use the non-member path in Stage 4.
Stage 2: Quick check-in on the system
You: How has the system been running since your last visit? Any noises, smells, or rooms that don't heat or cool like they should? You: Do you know when the filter was last changed?
If they report a problem, note it. If anything triggers the safety screen, stop and follow the Safety and Emergency Protocol. If they report a real failure (not working at all), book it as a repair call per priority rules instead of waiting for a tune-up.
Why it works: it gives the technician useful notes and shows the customer you care about their system, not just the appointment.
Stage 3: Offer two windows
You: I have (DAY 1) between (WINDOW 1), or (DAY 2) between (WINDOW 2). Which works better for you?
If they say: "Can you do a weekend?"
If the client offers weekend tune-ups, offer them. If not:
You: Our tune-ups run Monday to Friday. Would an early morning window like 8 to 10 work, or is there a day someone else could be home? It just needs to be an adult.
If they have two systems
You: I see you have two systems, upstairs and downstairs. Your plan covers both, so I'll book enough time for the technician to do both on the same visit.
Check the client's rule on multi-system plans and job length.
Stage 4: Non-member path (inbound or non-member lists)
You: A tune-up on its own is (TUNE-UP PRICE). Many customers choose our (PLAN NAME) instead. For (PLAN PRICE), you get both seasonal tune-ups, priority service when it's busy, and (REPAIR DISCOUNT) off any repairs. Would you like the single tune-up, or should I set you up with the plan?
Why it works: you show the real choice side by side and let the customer pick. No pressure, just a clear comparison.
If they choose the plan, follow the client's sign-up process (terms, payment through the secure process). If they choose a single tune-up, book it and note "Plan offered: declined".
Stage 5: Restate and close
You: Perfect. That's your (SEASON) tune-up on (DAY) between (WINDOW) at (SERVICE ADDRESS). The technician will check and clean the system and let you know if anything needs attention. You'll get a confirmation text, and another when the technician is on the way. Anything else I can help with?
Coach's note: Book tune-ups by zone. If you have three members on the same street, offer them windows on the same day. Technicians do more visits, and the client can release more tune-up slots. Dispatchers will thank you.
Never do this: Never tell a member the tune-up "guarantees" no breakdowns. Never invent a deadline ("you'll lose your visit if you don't book this week") unless the plan terms really say so. Never call members who have opted out of calls; use the channel they allow.
Objections
| They say | You say |
|---|---|
| "My system is working fine." | "That's the best time for a tune-up. The technician can catch small things, like a weak part, before they turn into a breakdown on the hottest day." |
| "I'll call you when I'm ready." | "Of course. The earlier windows fill first before the season. Would you like me to text you two options so you can pick when it suits you?" |
| "Last time the tech tried to sell me stuff." | "I'm sorry it felt that way. I'll note that you prefer a simple tune-up and a written list of anything the technician sees, with no pressure." Pass to office if it sounds like a complaint |
| "I want to cancel my plan." | "I'm sorry to hear that. Let me get (MANAGER NAME) to call you so they can help with that." Route to office per client retention rule |
More in the Objection Handbook.
After the call
(DATE) (TIME) local · (YOUR NAME) · Outbound call · Tune-up campaign
Member: yes, (PLAN NAME). Visit (NUMBER) of (NUMBER) for this plan year
System check-in: (customer comments, last filter change)
Outcome: Tune-up booked (DAY) (WINDOW), marked against plan visits
Next step: confirmation text day before
If not booked: note the reason, the next contact date and the channel they prefer.
Check yourself
- Why is a member tune-up call a service call and not a sales call?
- During the check-in a member says the AC stopped working yesterday. What do you do?
- Why should you book tune-ups by zone?
- What two options do you put side by side for a non-member?
Answers
- Because the member has already paid for the visit. You are helping them use what they own.
- Book it as a repair call under the priority rules (and run the safety screen), not as a routine tune-up.
- It cuts technician drive time, so more visits fit in a day and the client can release more slots.
- A single paid tune-up, or the maintenance plan with its benefits.
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