Service Titan Hacks - Stop Rebuying Your Own Customers

How do you grow HVAC memberships consistently—without relying on techs to “sell” at the door? In this fireside chat hosted by Bill from ServiceTitan Hacks, HVAC business owner David (Collie Refrigeration, TX) shares how his team scaled from ~500 to nearly 2,000 maintenance memberships in about 18 months by shifting from “fix-and-leave” service to a customer retention-first model powered by SmartAC.

Collie Refrigeration explains how rising Google lead costs (often $400–$500 just to get the phone to ring) have made retention and lifetime value more important than ever. Instead of viewing marketing ROI only through immediate job revenue, the group discusses how the real payoff comes from account maturity—memberships that compound in value over 18–24 months and beyond through repeat service, improved booking rates, and future system replacements.

Key takeaways include:

• Sell memberships early (before the tech arrives): David’s CSRs introduce maintenance plans during the initial call, helping increase conversion and reducing pressure on technicians.
• Use tiered plans to meet different customer needs: Not every homeowner wants advanced tech, but many prefer the convenience of app-based scheduling, messaging, and support.
• Drive adoption with spiffs and incentives: David spiffs both CSRs and techs, and SmartAC can support early launches with a quick-start bonus to accelerate team engagement.
• Reduce truck rolls and boost customer confidence: SmartAC sensors help monitor system performance and detect issues like drain line and leak risks—especially valuable in humid climates like Texas and Florida.
• Increase perceived value with in-app credits: David shares how “credits” (used for services like duct cleaning, accessories, or even system upgrades) encourage homeowners to stay engaged and spend more over time.
• ServiceTitan integration for smoother workflows: SmartAC can automatically create booking notifications and alerts inside ServiceTitan, enabling faster follow-up and easier scheduling.