HVACBossPro Blog — Maintenance Agreements

Tracking HVAC Maintenance Plan Members in Reports

Ask most small HVAC owners how many maintenance plan members they have, and you will get a rough guess. Ask how many got both visits last year, and the guess gets rougher. You do not need a complicated dashboard to answer those questions, but you do need the information in one place and a habit of looking at it.

What You Want to Know

Recording why members leave, as described in When HVAC Maintenance Plan Members Cancel: Reasons and What to Do Next, only helps if you look at those reasons alongside everything else about the program.

For a small shop, a handful of questions cover most of what matters:

• How many active members do we have right now?
• Is that number growing or shrinking?
• Are members getting their visits on time?
• How much revenue comes from plan visits?
• Why are people leaving?

HVACBossPro gives you the pieces to answer these: client tags, custom fields, reports and the Waiting List.

Counting Members With Tags

The Maintenance Plan tag is the foundation. If every member has it and every former member has had it removed, then the number of clients with the tag is your active member count. That only works if tagging is a habit, as covered in Tagging HVAC Maintenance Plan Members So the Whole Team Knows.

Add a Commercial tag for business accounts so you can count residential and commercial members separately. A Former Member tag lets you count the people who left.

Write the active member count down once a month. A simple list of monthly numbers on a sheet of paper tells you whether the program is growing faster than any feeling you have about it.

Custom Fields for Deeper Questions

Tags answer whether someone is a member. Custom fields answer what kind of member. Useful fields for reporting:

• Plan type — two-visit, yearly, commercial quarterly.
• Member since — helps you see how long members stay.
• Plan price — useful when different members pay different amounts.
• Cancellation reason — for former members.

With these filled in consistently, you can answer questions like “how many yearly members do we have” or “how many people left because of price” without guessing.

The Waiting List as a Report

The Waiting List is a scheduling tool, but it is also the best report on whether you are keeping your promises. Pins are colored not due yet, due now and overdue past a 7-day grace.

• Few overdue pins means members are getting their visits on time.
• A growing patch of overdue pins means the tune-up side is falling behind.
• Overdue pins clustered in one area means that part of town is getting skipped on routes.

Take a look at the map once a week with that question in mind. It takes a minute and tells you more about member satisfaction than most reports.

Revenue From Plan Work

Reports in HVACBossPro let you look at invoices and what was billed. If your plan visits use their own line items from your service list, such as “Spring AC Tune-Up — Plan” and “Fall Furnace Tune-Up — Plan,” it is easy to see how much revenue came from agreement work versus repairs.

Do the same for member repair pricing. A line like “Diagnostic — Member” shows how often members call you for repairs, which is one of the best signs the plan is doing its job. Members who call you first when something breaks are exactly what the program is for.

A Simple Monthly Review

Pick one day a month and spend fifteen minutes on the agreement program:

• Count active members with the Maintenance Plan tag. Write it down.
• Count new members and former members since last month.
• Look at the cancellation reasons for anyone who left.
• Check the Waiting List for overdue pins.
• Look at plan visit revenue and member repair revenue.

Over a year, those monthly snapshots show you the shape of the program: when members join, when they leave, and whether the tune-up van is keeping up. That is enough to make good decisions about pricing, staffing and how hard to push new sign-ups.

Keep the Data Clean

Reports are only as good as what goes into them. A member who cancelled but still has the tag inflates your count. A plan visit billed as a regular tune-up hides plan revenue. A cancellation reason left blank tells you nothing. Build the clean-up steps into everyday routines, like adding the tag at sign-up and removing it at cancellation, and the reports take care of themselves.

Members can also check their own records, which is the subject of the next guide, The Customer App for HVAC Maintenance Plan Members. For the full set of agreement tools, see the HVAC maintenance agreement software page.