Membership Offer

Before you dial

• Plan details: name, price (monthly and yearly), what is included, terms, cancellation rule
• Today's job value or typical repair value, to show savings honestly
• The customer's equipment age (old, failing equipment goes to the comfort advisor instead)
• Client's sign-up process: agreement, payment through the secure process only
• For renewals: what the member used this year (visits, savings)

The flow

Stage 1: Bridge (after the booking is confirmed)

You: Before I let you go, (CUSTOMER NAME), there's one thing that could save you money on today's visit. Can I take 30 seconds to tell you about it?

Why it works: asking permission keeps it respectful, and "save you money on today's visit" makes it relevant right now.

If they say: "No thanks, I'm busy."

You: No problem at all. The technician can tell you about it on site if you're curious. Have a great day.

Note "Plan offered: declined, no time".

Stage 2: Value in their terms

Pick the two or three benefits that matter most to this caller.

For a repair caller:

You: We have a maintenance plan called (PLAN NAME). It's (PLAN PRICE). Members get (REPAIR DISCOUNT) off repairs, so that would apply to today's visit, plus (FEE BENEFIT) on the diagnostic fee. It also includes your (NUMBER) seasonal tune-ups each year and priority scheduling when it's busy.

For a tune-up caller:

You: A single tune-up is (TUNE-UP PRICE). For (PLAN PRICE), the plan gives you both tune-ups for the year, priority service if anything breaks in the busy season, and (REPAIR DISCOUNT) off any repairs.

For a fee-concerned caller:

You: Since the diagnostic fee was a concern, you might like this. Members of our (PLAN NAME) get (FEE BENEFIT), plus (REPAIR DISCOUNT) off repairs and two tune-ups a year.

Why it works: you connect the plan to their situation today, not to a list of features.

Stage 3: Easy question

You: Would you like me to set that up so the discount applies to today's visit?

Then stop talking and let them answer.

If they say: "Yes."

You: Great choice. I'll set that up now. (Follow the client's sign-up process: confirm plan, terms, start date and payment through the secure process only.) You: You're all set. You'll get a confirmation with the plan details by (EMAIL OR TEXT), and the technician will see your membership on today's job.

If they say: "I'll think about it."

You: Of course. I'll make a note so the technician can show you the details on site, and you can decide then.

If they say: "I only call when something breaks."

You: That makes sense, a lot of people do. The idea of the tune-ups is to catch small things, like a weak part, before they turn into a breakdown on the hottest or coldest day of the year. But it's completely your choice.

If they say: "It's too expensive."

You: I understand. It works out to about (DAILY COST) a day, and with today's repair alone the discount would save you about (SAVINGS AMOUNT). But no pressure at all, I just wanted you to know it's there.

If their equipment is very old or the technician has noted it is failing

Do not push the plan. Be honest:

You: Since your system is (AGE) years old, I'd actually suggest talking to one of our comfort advisors first. They can tell you whether repair or replacement makes more sense. Would you like me to set that up?

Stage 4: Renewal version (members expiring in 30 to 60 days)

You: Hi (CUSTOMER NAME), this is (YOUR NAME) from (COMPANY NAME). I'm calling because your (PLAN NAME) renews on (EXPIRY DATE). This year you had (VISITS USED) tune-ups and saved (SAVINGS AMOUNT) on your repair. Would you like to keep your membership going so you don't lose your priority service? Them: Sure, go ahead. You: Wonderful. (Follow the client's renewal process.)

If they want to cancel

You: I'm sorry to hear that. Can I ask what's changed? (Listen, note their reason.) Let me have (MANAGER NAME) give you a call so they can help with that.

Route per the client's retention rule.

Objections

They say	You say
"I'll think about it."	"Of course. I'll note it so the technician can show you on site."
"I only call when it breaks."	"Tune-ups catch small problems early, before a breakdown on the worst day. Your choice completely."
"Too expensive."	"It's about (DAILY COST) a day, and today's repair alone would save (SAVINGS AMOUNT)."
"I'm moving soon."	"Thanks for telling me. (If transferable:) The plan can transfer to the new owner. Otherwise, no problem at all."
"Can I cancel anytime?"	Read the client's exact cancellation terms. Never guess

After the call

Check yourself

1. Why do you confirm the repair booking before offering the plan?
2. What are the three parts of the offer?
3. A non-member's furnace is 25 years old. What do you offer instead of the plan?
4. When are members contacted for renewal?

Answers

1. So the booking is never at risk, and the plan feels like a bonus, not a condition.
2. Bridge, value in their terms, easy question.
3. A comfort advisor consultation, to discuss repair versus replacement honestly.
4. 30 to 60 days before the plan expires.

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