Stop 5 of 8 · Weekly
Callbacks and the maintenance plan
Last year's water heater jobs are this year's plan members, if the list is sorted properly and the text sounds like a plumber rather than a script.
The work you already sold
Sam replaced 130 water heaters last year. Every one of them is now a unit a year older, in a house whose owner already paid Sam once and does not remember his name. That list is the cheapest work in the business and it sits in Jobber untouched, because working it means an afternoon of scrolling and nobody has the afternoon.
Export last year's completed jobs. Same trim as always: city instead of address, no notes column. Job date, job type, first name, unit installed and whether there was a return visit is the whole file.
Sorting by worry, not by size
The list gets sorted by who is most likely to have a problem soon. Oldest units first, then anyone who needed a second visit, then anyone whose job was a repair rather than a replacement. Big invoices go to the bottom, because a homeowner who spent four thousand dollars last spring is not the person who needs you in March.
[upload last year's completed jobs export, addresses trimmed to the city] Build me a callback list of 20 homeowners for this week. Rank them by how likely they are to need us soon, using the age of the unit installed, whether there was a return visit, and whether the job was a repair rather than a replacement. Give me first name, city, job date, what we did, and one line on the reason they are on the list. Skip anyone with an open complaint.
The text
Three sentences, one specific detail from their own job, one date. No offer language, no first line about how much they mean to us.
Write the text for each name on that list. Three sentences. Sentence one names what we did at their place and roughly when. Sentence two says what tends to go wrong on a unit that age, in plain words. Sentence three offers the annual service and gives a day. Never mention price. Sign it from the office, not from me.
The objections
There are four, and they are always the same: I already had it done, it is working fine, how much, and I will think about it. Have the two sentence answer to each written down before the coordinator makes a call.
Write two sentence answers to these four replies to the maintenance plan pitch: I already had it flushed, it is working fine, how much is it, and I will think about it. Plain spoken, no pressure, each one ending with a specific next step. The price answer should quote the plan price from the terms sheet in this Project and nothing else.
The terms sheet
One page, in the Project, so nobody has to invent an answer while a homeowner is waiting. What is included, what is not, price and term, how to cancel, who to call.
Draft a one page maintenance plan terms sheet for a plumbing company as a Word document. Sections: what is included, and put the annual flush, anode rod inspection, relief valve test and a visual check of venting and strapping in it. What is not included. Price and term, one year, renews unless cancelled, cancel any time. Priority scheduling. Who to contact. Plain English, no legal tone, and leave the price and the phone number in square brackets.