It’s because you’re not using service reminders in your scheduling strategy!
After all, the better equipped you are to organise your engineer's diaries (and improve customer retention), you’ll win more jobs and make more money!
If you haven’t taken the time to properly implement service reminders into your business, it’s very likely this is a major contributing factor that's leading to diminished revenue. After all, gas safety inspections need to take place regularly and this makes them a great opportunity to obtain consistent income from your customers. Not only that, but it keeps them safety-compliant (which will have the added benefit of keeping them healthy and happy).
With that in mind, it makes sense to implement a service reminder solution sooner rather than later—including upgrading to go paperless—all to give yourself the best chance of ensuring that these jobs benefit your business, rather than your competitors. Sound good?
Let’s take a look at today’s topics:
- The Financial Benefit of Scheduling Annual Service Jobs
- Why Optimised Scheduling (via a database) is Important
- The Added Ease of Providing Certificates
The Financial Benefit of Scheduling Annual Service Jobs
Let’s consider some facts and figures that may well pique your interest…
We’ll start by stating the obvious. You know that for an estate agent or landlord to be compliant with safety standards, they must have a domestic gas safety inspection completed every year. This means you know that there are jobs out there that your business can fulfil.
Consider for a moment then how many installations you do every year...you might see where we’re heading with this, but for argument’s sake, we’ll use some estimates:
Let's say you’re doing 200 boiler installations per year (it may be more) and charge £80 per hour for the annual gas service inspection of these assets. If a job lasts, typically, 1-2 hours, it means you could be missing out on up £32,000 of recurring revenue in the following years.
Let that sink in for a moment... how would even half that extra revenue sound for your heating business? If you’re not sending service reminders, you’re more likely to miss out.
If you'd like to work out how much service reminder could be making your business, check our our Service Reminder Recurring Revenue Calculator to see for yourself!
Going digital with an integrated database to help you manage your scheduling process can work wonders. After all, the difference is that you’re not relying on paper diaries, or on your customers getting in contact.
Do you really see them picking up the phone and calling a plumber when there isn’t an emergency? Instead, a system is set-up to run like clockwork, letting you take set-up a controlled process and organise schedules more efficiently, all whilst keeping everyone informed as-and-when necessary.
Think of it like this: you’re more likely to go to the doctor’s for a check-up if it’s the doctor contacting you to book an appointment, right? A gentle reminder can do a lot to motivate a customer to take action. In the end, it means more jobs (and more money) for you and a happy customer whose assets remain compliant. What’s not to like?
Why Optimised Scheduling (via a database) is Important
Let me tell you a little story:
Not so very long ago, I worked as a booking coordinator, diligently confirming appointments through emails and text messages, but—somewhat ironically—I then had to waste time with manual data entry. This slowed down what could have been a far more efficient process if we worked completely digitally. This meant that despite using two very useful digital tools, I had to write names and dates into a paper diary that would, for all intents and purposes, never be opened or referred to again...
Of course, I understood the importance of recording this information, but why were we doing it on paper? Fortunately, the company I worked for soon realised that there was an infinitely better and far more useful way for us to both record and use the data we were collecting, and that meant implementing some changes by going completely digital.
However, whether you’re still using paper diaries, or even if you’re working with some sort of disconnected digital record like a spreadsheet, the point stands that it’s an inefficient way to run your business (or any other field service business for that matter), especially as you’ve worked hard to scale things up.
This is why paperless data entry, particularly into an integrated, cloud-based customer database, is the way forward. It doesn’t just make recording data easier, as discussed, it can help you turn that data into lucrative opportunities, too.
Keeping a database of appointments that you can scroll through on a mobile, laptop, or computer, from any location, will make managing schedules far easier, especially when it comes to sharing that information with both customers and clients.
You might even want to consider introducing customer portals alongside a database where customers can select appointments, make payments, and more, themselves…
You could even take things further with automated intelligent scheduling, but we'd be getting ahead of ourselves... Instead let's focus on the database and consider:
The Added Ease of Providing Certificates
It may not immediately seem obvious how the humble gas safety certificate can benefit your company, but using service reminders to assist with gas safety checks can go hand-in-hand with issuing certificates too.
Landlords and estate agents are legally required to prove gas installations of any kind are safe and the only way to do this is by servicing boilers and other appliances yearly then produce these certificates. It makes sense to have a system in place whereby you can automatically generate and provide an updated certificate alongside a job notification.
It’s all part of approaching and providing an optimised, personalised customer journey, whereby streamlining the way your business completes this type of work, you can also provide customers with the documents they need quickly, and efficiently. In terms of going paperless too, a digital certificate is far easier to produce when you have a database that auto-populates all the necessary fields.
Whether it’s a first-time installation or a first-time service for a new customer (even if it’s not an asset you installed), you need to provide a service reminder and issue a certificate. So, if you’re issuing certificates after every installation and aiming to carry out subsequent service appointments each year, I’m sure you can appreciate how much time preparing, issuing, and providing these certificates can take up.
If you could streamline the process, why wouldn’t you?
The reality is that service reminders are a wonderfully simple yet highly valuable tool to make use of for you plumbing and heating business; or any other field service business who attend service appointments for that matter. Alongside diary management and certificate notifications, they can enable you to achieve oh so very much to truly boost your business!
For more, check out our guide to creating awesome, powerful service reminders: