The Year-Round Member System
Client identity withheld.
Results
$76K
Booked revenue in 90 days, at the shop's own prices
72% → 83%
Maintenance plan renewal rate
340 → 391
Active maintenance plan members
4.4★ → 4.6★
Google rating, with reviews growing from 176 to 274
150
Service calls booked by the phone assistant
38% → 9%
Member visits missed
Company Profile
Company
Residential HVAC company with year-round AC demand. ~$1.85M revenue, 6 service techs, 2 installers, the owner selling, 2 CSRs. ~2,900 past customers and 340 maintenance plan members.
Stack
Field-service management software, payment processor with cards on file, Google Business Profile, manufacturer warranty portals, VoIP phone system.
Operating Need
Protect recurring membership income, strengthen the review profile, and keep up with calls during long summer peaks.
The Challenge
In Tampa, AC runs nearly all year, so the maintenance plan should have been the shop's steadiest income. Instead, members missed their visits, cards expired without anyone noticing, and renewals slipped. The work was strong, but the rating sat at 4.4 because only a few customers ever left reviews. After installs, warranty registration depended on someone remembering. During summer peaks, the two CSRs couldn't keep up with calls.
The Audit
We reviewed membership records, payment history, review data, 18 months of installs and 60 days of call logs.
Patterns Found
- 38% of members missed at least one visit in the past year
- Renewal rate was 72%, and many lapses followed failed or expired cards
- Roughly 1 in 30 customers left a review, and none were asked
- 17% of installs in 18 months weren't registered within the manufacturer's window
- About 17% of calls went unanswered during summer peaks
- Non-members were rarely offered the plan after a repair
The shop's work was good. What it was missing happened after the job: the visit, the renewal, the review and the registration.
The Architecture
Five systems working as six parts, running automatically from the moment a job closes.
Member Visit Scheduler
Tracks every member and books their visits by text ahead of time, so plans deliver what they promise.
Renewals and Card Rescue
Reminders 30 and 7 days before renewal, an instant card-update link when a payment fails, and one plan offer to non-members after a repair.
Review Engine
Texts every customer after the job with a check-in and the review link. Unhappy replies alert the owner right away, and replies to every review are drafted for approval.
Warranty and Rebate Handler
Registers every install with the manufacturer before the deadline and prepares rebate forms for the customer.
Call Handling
An AI assistant in backup mode that picks up after 3 rings and after hours, identifies itself as virtual, follows the owner's emergency rules, and books routine work.
Monday Recovered Revenue Report
One page every Monday with bookings, renewals, reviews and registrations.
How the System Operates
The system handles everything that should follow a job. The owner handles unhappy customers, approves review replies and decides any exceptions.
- Every customer gets the same review request; no one is filtered out
- Cancellation requests always go to the office
- Rebates are only mentioned once eligibility is confirmed
How It Flows
- 1A job closes or a member visit comes due
- 2Visits, review requests and registrations are triggered
- 3Members renew, reviews arrive, and installs are registered
- 4Every booking and renewal is logged on the Monday report
All public review replies are approved by the owner before posting.
Implementation
| Stage | Focus | Key Results |
|---|---|---|
| Stage 1 | Member and install audit | Missed visits and lapsed members found; unregistered installs still in their window registered |
| Stage 2 | Membership | Visit scheduling, renewals and card rescue live |
| Stage 3 | Reviews and calls | Review Engine and Call Handling live |
| Stage 4 | Installs | Warranty and rebate handling live on every new install; Monday reports every week |
Ownership
Member data, reviews and install records stay in the shop's own systems.
A live member list with visits, renewals and payment status
A review reply library and per-tech review mentions
A warranty registration log for every install
Every Monday report and call summary
Operational Impact
Members now get the visits they pay for, renew on schedule, and rarely lapse over an expired card. Reviews arrive steadily, and the rating finally reflects the work. Every install leaves with its warranty registered, and calls are answered through the summer peaks. Repairs found on member visits now land on the schedule instead of waiting for a breakdown.