Membership Plan Presentation

Purpose

How service technicians present Spartan's membership/maintenance plan to customers during service calls.

When to Use

During every service call — look for natural opportunities to mention the membership plan, especially after completing a repair or during the diagnostic walkthrough.

Procedure

What the Membership Plan Includes

• Annual plumbing inspection and maintenance visit.
• Priority scheduling — members get bumped up in the queue.
• Discount on repairs (percentage varies by plan tier — check current rates with the office).
• No dispatch/diagnostic fee on service calls.
• Extended warranty coverage on work performed while a member.

When to Bring It Up

After completing a repair: "Now that we've got your [issue] fixed, one thing I'd recommend is our membership plan. It includes an annual inspection so we can catch problems early — before they become emergencies."

During diagnostics when you find aging equipment: "Your water heater is [X years old]. With our membership plan, we do an annual check on all your plumbing, which helps us catch issues before they become expensive surprises."

When the customer is price-sensitive: "If you're on our membership plan, you'd get [X]% off today's repair plus no diagnostic fee on future calls."

At closeout: "Before I go, have you heard about our membership program? [Brief pitch]."

How to Present

• Frame as protection: "Think of it like an insurance policy for your plumbing."
• Focus on savings: "The inspection alone would normally cost $[X], and you get it included plus the discounts."
• Keep it brief — 60 seconds max unless the customer asks questions.
• If interested, pull up the plan details on your tablet or have the office send more info.
• If not interested: "No worries at all. Just wanted to make sure you knew about it." Move on.

Enrollment Process

If customer wants to enroll on-site, collect their information and add the membership in ServiceTitan.

If they want to think about it, note the interest in ServiceTitan and have the office follow up.

Membership revenue and enrollments are tracked per tech — it's a KPI.

Important Notes

• Membership presentation should feel like a recommendation, not a sales pitch.
• Know the current plan details, pricing, and benefits before going on calls.
• Don't push membership on unhappy customers — resolve their issue first.
• Members have higher lifetime value — they're worth the effort.

Related SOPs

• Good/Better/Best Presentation (Tech) — incorporating membership in options
• Customer Callback Protocol — follow-up after membership pitch
• Payment Collection & Closeout — processing membership enrollment