Toolboxplaybook-back-btn Playbookplaybook-back-btn Chapter 10

CHAPTER 10

Best Practices in the Field

Just as the CSR is the first voice the customer hears from the company, the technician is the first face the customer sees — often on one of their worst days. That customer-technician interaction should build trust, and create the opportunity for a mutually beneficial solution.

SECTION 9 OF 11

Managing Memberships

Managing memberships from the office

Memberships management from the office side can be frustrating. A common concern of business owners who manage memberships manually is the cost of maintaining them. 

ServiceTitan recommends tying recurring service to the Membership line item in the pricebook. 

This provides a number of benefits:

  • When the technician sells the membership, the system automatically recognizes the customer as a member for the duration of the membership (6 months, 12 months, etc.).

  • The recurring services and maintenance visits required for that customer are added automatically to the customer’s account and immediately available for scheduling. 

  • An item in the pricebook for renewals can be attached as a task to the membership, allowing reports to be generated for renewals sold in a specific period, and by whom, and allow for an accurate renewal percentage.

When a customer calls to schedule their recurring service:

  • Schedule the service from the call screen.

  • Mark it there as a recurring service and not as a regular call.  This way, when the recurring service call is booked, it deducts it from the amount of services due.

If the recurring service is booked through outbound calling:

  • Schedule the service from the follow-up screen, which can be sorted for memberships due. Click on the recurring service and call your customer from there.  

  • When the customer answers the phone and agrees to book the service, book the call from that recurring services screen to ensure the service is deducted from the total amount due.  

Making the most of memberships

Once a membership agreement takes effect, technicians must leverage the access to homes and businesses. Typically memberships don’t produce a profit on their own without some add-on sales. 

To ensure this, take the following steps:

  • Equip technicians with estimate templates to make it easy for them to offer options on every job, which is critical to making memberships profitable. 

  • Use data on the average ticket for maintenance visits to verify that technicians are offering options while on site.  In ServiceTitan, choose the “Maintenance” business unit on the dashboard and view your total sales and average ticket there.  

  • View which employees are producing additional revenue in the maintenance department. 

  • Require technicians to fill out an inspection form on every maintenance visit, to increase the chances of selling other items.  ServiceTitan allows you to trigger a mandatory form based on the job type.  In this case, that job type would be the maintenance job type. The form is a way to push the technician to be thorough and look for things that could cause the customer problems in the future. For more information on setting up forms and the triggers to require them, check out the articles here:

https://help.servicetitan.com/Content/Settings/set-form-triggers.htm

https://help.servicetitan.com/Content/Settings/add-a-form.htm

https://www.servicetitan.com/field-service-management/forms-in-field

For more information and screenshots of how to manage memberships through ServiceTitan, click on the links below:

https://help.servicetitan.com/Content/Memberships/change-recurring-services-customer.htm

https://help.servicetitan.com/Content/Memberships/cancel-delete-cust-membership.htm

https://help.servicetitan.com/Content/Memberships/memberships-custom-fields.htm

https://help.servicetitan.com/Content/Memberships/edit-memb-settings.htm