A maintenance agreement is easy to sell in the moment and easy to lose a year later. The customer forgets they have one, the office forgets to remind them, and the renewal date passes without a word from either side.
None of that is a sales problem. It's a calendar problem, and calendars can be automated.
Track every agreement as a record, not a spreadsheet row
Each agreement needs four fields on the customer record: plan name, start date, renewal date, and visits remaining. When those live on the contact in your CRM instead of a spreadsheet, every reminder below can run off them.
The renewal timeline
| When | What goes out |
|---|---|
| 60 days before renewal | Email: what the plan covered this year (visits completed, filters, priority service) and the renewal price |
| 30 days before | Text: "Your maintenance plan renews on {date}. Reply YES to keep it, or tap to update your card." |
| 14 days before | Text to anyone who hasn't answered, plus a task for the office to call |
| Renewal day | Confirmation message, or a "we'd hate to lose you" note if they declined |
| 30 days after a lapse | One win-back offer, then move them to the seasonal list |
Book the tune-ups automatically
Agreements renew more easily when customers actually got their visits. Send a booking link for the spring cooling tune-up and the fall heating tune-up with open slots on your calendar. A customer who picks their own time has already committed to it.
Make the value visible
The 60-day email is where renewals are won. List the visits completed, anything your tech caught early, and the discount they got on repairs. If you can't list anything, that agreement is at risk no matter what you send.
Setting it up in All Set
In All Set, the renewal date field triggers a workflow that sends each message on schedule and stops the moment the customer renews or replies. Tune-up booking uses your calendar with daily caps so you don't overbook techs in shoulder season. See the HVAC setup.
Frequently asked questions
Should renewals charge automatically?
Only if the customer agreed to auto-renew when they signed. Otherwise ask for a yes first.
How far ahead should I start reminding?
Sixty days gives you time for two touches and an office call before the date.
What if a customer never used their visits?
Book the visit first, then ask for the renewal. Renewing an unused plan feels like paying for nothing.