The problem with service agreements

The “service” part of service agreements is actually fine. Regular maintenance on your unit is a great idea. The part that leaves a bad taste in my mouth, though, is the “agreement” part, because of the way others in my industry typically carry those out.

Most clients that we’ve spoken to are wary of those agreements, too. The approach that I see all too often in my industry is one that nags and tries to take advantage of customers.

We have a client who had a one-time service done on his home by one company. Five years later, he still had people from that company calling him a few times a month. Technicians for this company were even showing up at his door for maintenance he didn’t schedule! He turned them away because they were trying to sell him something he didn’t need.

Doesn’t that make you cringe? All he wanted was to get off their list! Because of that, his take on HVAC maintenance has been one of distrust. We’ve heard this from many of our customers.

I’ll let you in on something: the industry has taught that the way to keep in touch with your clients is to keep them in service contracts.

I take issue with that approach, though, because it doesn’t benefit the customer outside of the maintenance itself, and it puts unnecessary pressure on them. Sure, if you don’t maintain your unit, it will break sooner. But it’s completely up to you. We’re not going to force that on you.

We’re actually not doing maintenance contracts any more. Instead, we use email and social media to stay in touch with our customers and remind them about the need to do maintenance. We still want to be in contact with our customers, but we don’t want to pressure them into anything.

If you’d like to keep in touch with us in a no-pressure way, you can connect with us on social media or sign up for our free, informational email newsletter:

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