I bought a new hvac system. They were supposed to come back and do a clean and check of the system in the first year for free and then they would offer me a chance to buy a contract for the next year. They never, ever followed up. Eventually I called them and asked for my free service a couple of years later. We then signed a contract for the next year. They had told me a few times during the first couple of years that they'd be in contact, but they never did. How many other contracts did they leave on the table? How many missed years of simple service contracts did they miss out on? They never asked for referrals, though I've given them several just because I'm that guy. They put a yard sign in my yard for all of a day or two and picked it up. So many missed opportunities here.
I had a few reasons come up to work with a local plumbing company, a fairly big one. I bought a one time contract with them after having them out for a few different things that gives me a discount on some services and a free annual checkup and cleaning of things like my water heater, shutoff valves, faucets, etc. They never followed up to schedule anything either, waiting on me to do so. They were missing out on opportunities to come in, check things out, keep in top of mind position for me, and to possibly find something wrong that they could charge me for. They had an invitation each year into my home that I even paid for so that they could find things wrong to fix and charge me more for, yet nobody ever followed up even once. I eventually called them.
So, does anyone offer a service to fix these kinds of processes and carry them out for such service businesses? Most service businesses seem so busy doing the work and getting new customers that they completely overlook the ones they already have and the opportunities for referrals and more work that they represent.
I think I'd like to maybe get into offering a service to help these companies do this but have no real experience other than what my wife and I do in our cleaning business, where we do follow up with people, though for the most part we see them on a regular basis anyway. I don't know how to structure something like this or even what to call it.