It's Time to Revisit Your Service Partner Plans - Nexstar Network

When’s the last time you took a good, hard look at your service partner plans? You might also know them as service agreements, comfort plans, gold members, etc., but whatever the name, it’s time to revisit yours. Ask yourself these questions:

  1. What am I promising the customer?
  2. Am I delivering on all of these promises? For example, if you’re promising priority service, and then rescheduling during a busy time, your customer will be confused about the true value of your service plan. A quick fix for this is to phrase this benefit as “priority¬†emergency service.” This brings value to your agreement without inhibiting your ability to take calls when it gets busy.
  3. When I look at my program, how many:
    • total plan customers do I have?
    • visits have I promised each one?
    • work days do I have to complete all of those calls?
    • technicians do I have to run those calls?
    • calls will I have to run each day to handle my plan obligations?

If you’ve answered all these questions honestly, and you think your company cannot keep up with the extra work required for your service plans, then it be time to revisit your program. Your partner plan should be providing you work when the phones aren’t ringing, but your customers still need to be getting something worthwhile out of it. Put yourself in your customer’s shoes. Would you find value as a plan member? If not, it’s time to get to work.

Read more about this at Reeves Journal.



Tom is a call center excellence coach with Nexstar and has managed call centers in the PHCE industries for more than 15 years. He's passionate about raising the level of call center training and customer service expertise for home service providers. To see all of Tom's publications, click here. He can be reached at 651-789-8590 or