Memberships – Family Preventive Maintenance Plan: 

 Also Known as HMCP – Home Care Maintenance Plane
Selling a New Family Membership 

Step 1: Verify Customer Information 

Before offering a membership: 

• Verify the customer's name. 

• Verify the service address. 

• Verify contact phone number. 

• Verify email address. 

• Confirm the number of HVAC systems in the home. 

Step 2: Explain Membership Pricing 

• Initial Enrollment: $199 

• Automatically renewed annually at $199

Includes 

• One residential property 

• One HVAC system 

• Maintenance benefits 

• 10% discount on qualifying repairs 

Step 3: Explain Additional HVAC Systems 

If the home has multiple HVAC systems: 

• First HVAC system is included. 

• Additional systems are $99 each. 

  • Pricing: 

• Membership = $199 

• System #2 = $99 and System #3 = $99 would be $397 

Step 4: Explain Membership Benefits 

Members Receive 10% Discount on Repairs (excludes new installations)

Examples: 

• Thermostat repair 

• Outlet repair 

• Leak repairs 

• Breaker replacement 

• HVAC diagnostic repairs 

• Plumbing repairs 

Access to Maintenance Packages - The customer receives preventative maintenance inspections that help identify issues before they become costly repairs. 

 

Membership Maintenance Benefits 

Plumbing Inspection 

Technician will: 

• Flush and clean water heater 

• Check safety valves 

• Test shut-off valves 

• Inspect drains 

• Check for hidden leaks 

** Important Disclaimer : Water heater flush is not available for tankless water heaters. 

Electrical Inspection 

Technician will: 

• Inspect electrical panel 

• Test smoke detectors 

• Check outlets 

• Verify electrical safety devices 

 HVAC Inspection 

Technician will: 

• Check thermostat operation 

• Replace thermostat batteries if needed 

• Measure airflow 

• Measure temperature split 

• Inspect evaporator coil 

• Flush drain line 

• Inspect capacitor 

• Check refrigerant levels 

After maintenance, the Customer Receives 

• Full inspection report 

• Maintenance recommendations 

• Safety review 

• Peace of mind knowing systems are operating properly 

 

Membership Value Statement 

Approved Expanded Membership Pitch: “During each maintenance visit, we perform a complete home safety inspection designed to identify small issues before they become expensive repairs. Our plumbing inspection includes leak detection, water heater checks, and safety inspections. Our electrical inspection reviews your panel, outlets, and smoke detectors. For HVAC, we inspect critical components such as airflow, thermostat operation, refrigerant levels, coils, and drainage systems. At the end of the visit, you'll receive a full report outlining everything inspected to help keep your home's systems operating safely and efficiently. “

 

Service Titan Membership Enrollment 

Selling a Membership in Service Titan 

1. Open the customer's account. 

2. Navigate to the membership section. 

3. Select Membership Product: FLR-APLAN1 

4. Verify Membership Price: $199 

5. Process payment. 

6. Confirm membership enrollment. (Confirm verbal agreement from customer) 

7. Add detailed call notes documenting:

   • ​Membership sold 

   • Amount collected 

   • Customer understanding of benefits 

   • Any additional systems purchased 

 

Service Titan Training Guide 

For complete visual instructions: 

How to Sell a Frank Gay Services Membership 

​

Adding Additional HVAC Systems to an Existing Membership 

Important: When a customer wants to add an HVAC system to an existing membership: 

The CSR Must Partner with: 

• Membership Team 

• Team Lead 

• Supervisor 

• Manager 

Do not create the invoice independently unless authorized. 

 

Prorated Additional HVAC System Calculation 

Monthly Rate Calculation 

Additional HVAC System Annual Cost: $99 

Monthly Cost: $99 ÷ 12 = $8.25 per month 

 Formula : $8.25 × Remaining Months = Prorated Amount Due 

  

Membership Renewal Process 

Overdue Less Than 30 Days:

CSR Action 

1. Verify membership status. 

1. Collect renewal payment of $199. 

1. Keep membership active. 

1. Add detailed notes. 

Notes Should Include 

• Customer contacted office 

• Renewal payment processed 

• Membership remained active 

 

Overdue More Than 30 Days 

CSR Action 

1. Verify membership status. 

1. Sell a new Family Membership for $199. 

1. Process payment. 

1. Create task for Outbound Discovery. 

1. Request cancellation of unpaid membership. 

1. Document detailed notes. 

Notes Should Include 

• New membership sold 

• Payment collected 

• Cancellation task submitted 

• Customer informed 

 

Membership Codes Reference 

Family Membership - FLR-APLAN1 - Price: $199 

 Additional HVAC System - FLR-ADDON  - Price: $99 

 Multiple Additional Systems 

The quantity field can be updated when the customer has more than one additional HVAC system. 

 

CSR Documentation Requirements 

After every membership interaction, document: 

• Membership discussed 

• Membership sold or renewed 

• Payment amount collected 

• Additional units added 

• Prorated calculations performed 

• Tasks submitted 

• Customer questions or concerns 

• Any approvals received from Membership Team, Lead, or Management 

Important Reminder - Customized membership plans may be available. If a customer requests special pricing, exceptions, or unique membership structures, contact the Membership Team, Team Lead, or Management before proceeding. 

 

Membership Department Authority 

The Membership Department is the sole department authorized to: 

• Cancel memberships 

• Process membership refunds 

• Approve membership credits 

• Remove membership credits 

• Modify membership billing 

• Update membership pricing 

• Transfer memberships 

• Merge memberships 

• Adjust memberships 

• Reinstatement requests 

• Membership disputes 

• Membership renewal concerns 

• Membership payment concerns 

• Membership account corrections 

• Duplicate memberships 

• Membership exceptions 

• Any request involving a Frank Gay Services or IHS Membership 

No department shall process, promise, approve, deny, alter, modify, refund, credit, cancel, or adjust any membership account. 

All membership-related requests must be submitted to the Membership Department through the designated Membership Team Task. 

 

COMPANY-WIDE REQUIREMENT 

The Membership Request Submission Template outlined in this SOP is mandatory. 

All departments must use the same template without modification. 

This includes: 

• Customer Service 

• Sales 

• Dispatch 

• Administration 

• Trade 

• CES 

• Field Technicians 

• Trade Managers 

• Supervisors 

• Team Leads 

• Managers 

• Any other Frank Gay Services business unit 

 Failure to utilize the required template may result in delayed processing, coaching, and corrective action in accordance with company policy. 

 

Membership Request Workflow 

Understand the Customer Request 

Before creating any task, determine the reason for the request. 

Examples: 

• Cancellation 

• Refund 

• Refund and Cancellation 

• Membership Modification 

• Membership Transfer (ONLY from the same Homeowner to their new Home Address) NOT FROM PERSON TO PERSON  

• Duplicate Membership 

• Credit Request 

• Billing Concern 

• Membership Adjustment 

• Membership Reactivation 

• Membership Complaint 

 

Customer Membership Cancelation

Recommended Customer Response 

"I'm sorry to hear you're considering making a change to your membership. May I ask what led you to make that decision?" 

Membership Retention Requirement – when a customer is looking to cancel

Capturing the customer's reason is mandatory. 

The information collected allows Frank Gay Services to: 

• Improve memberships 

• Increase retention 

• Improve customer experience 

• Identify process opportunities 

• Reduce future cancellations 

A customer stating: “I forgot about the auto-renewal."  is not considered a complete cancellation reason. 

Employees should follow up with: “Can I ask what led you to choose not to renew?" 

 Customer Appreciation Statement  - Before ending the conversation, all departments should communicate:  "Thank you for sharing. We pass this information along to our Membership Team so we can continue to grow the value of being part of the Frank Gay Family." 

 Account Research 

Review the customer account. 

Verify: 

• Membership status 

• Membership history 

• Recent maintenance usage 

• Membership notes 

• Open tasks 

• Previous requests 

 Membership Retention Opportunity 

If maintenance visits remain available: 

Encourage the customer to use their benefits. 

Suggested Script:  "I noticed you still have benefits available on your membership. I'd be happy to help schedule those services and make sure you're receiving the full value of your plan." 

 Cancellation and Refund Requests 

If the customer still wishes to proceed, use the following mandatory statement:  "I'll submit your cancellation and refund request for the Maintenance Plan to be reviewed. This isn't a guarantee, but if it meets the plan's guidelines, you'll receive an email confirmation." 

 

Mandatory Membership Task Submission 

All requests must be submitted using a Membership Team Task. 

Do Not: 

• Email the Membership Department 

• Create alternative task types 

• Use personal notes as a substitute for a task 

• Promise approval 

• Promise a refund 

 

REQUIRED TASK SETTINGS 

Task Type - Membership Team 

Task Source - Membership Team 

Assigned To - Membership Team 

Description - Membership Team 

**Ensure you are not tasking the request to yourself

 

REQUIRED MEMBERSHIP REQUEST TEMPLATE 

Task Name - IHS or FGS Membership Request – [Request Type] 

Description (Template) 

• Request Type: Cancel / Refund / Both / Other 

• If Canceling, WHY? (mandatory to provide and explain): 

• If requesting a refund, WHY? (mandatory to provide and explain): 

• Provide specific explanation of the customer's request and/or special circumstance (mandatory to provide and explain):  

• How was the request received? (Phone / Text / Email / Chat) 

• Verify/gather Email:  

 

Service Level Expectations & Duplicate Task Prevention 

Creating duplicate Membership Team tasks can significantly delay customer response times, create confusion, and increase processing time for all departments. 

Before creating a new Membership Team task, employees must thoroughly review the customer's account to determine if an existing Membership Team task has already been submitted. 

If an Existing Membership Task Is Found 

• Do NOT create a duplicate task. 

• Add a subtask, follow-up note, or update the existing task according to company procedures. 

• Document any new information received from the customer. 

If No Existing Membership Task Is Found 

• Create a new Membership Team task using the mandatory Membership Request Submission Template. 

 

Membership Team Response Timeline 

All departments should allow up to 3 business days for the Membership Department to review and respond to membership-related requests. 

DO NOT commit to a refund or any variance in the time frame for processing

This applies to: 

• Membership cancellations 

• Refund requests 

• Membership modifications 

• Membership credits 

• Membership credit removals 

• Membership transfers 

• Membership billing concerns 

• Duplicate memberships 

• Membership adjustments 

• Membership disputes 

• Any membership-related request 

Customer Communication Script When a customer requests an update before the review period has expired, employees should advise: “Your request has been submitted to our Membership Department and is currently under review. Please allow up to 3 business days for a response. Creating additional requests may delay processing, so we will continue working from the original request already submitted." 

Follow-Up Requests 

If a customer contacts Frank Gay Services regarding a membership request that was submitted less than 3 business days ago: 

• Do not create a new task. 

• Do not resubmit the request. 

• Review the existing Membership Team task. 

• Document the customer follow-up using established procedures. 

Requests Older Than 3 Business Days 

If a membership request exceeds 3 business days without resolution: 

• Review the existing Membership Team task. 

• Add documentation regarding the customer follow-up. 

• Notify your Team Lead, Supervisor, or Manager if escalation is appropriate. 

• Do not create a duplicate Membership Team task. 

 

Company-Wide Reminder 

ONE CUSTOMER REQUEST = ONE MEMBERSHIP TEAM TASK 

Creating duplicate tasks may: 

• Delay customer response times 

• Create conflicting documentation 

• Cause duplicate work 

• Impact customer satisfaction 

• Slow down Membership Team processing 

 

Membership Related Escalation Procedure 

 Before Escalating Employees must first verify: 

• A Membership Team task has already been submitted. 

• No duplicate Membership Team task exists. 

• The request has exceeded the 3-business-day review period. 

• All required information was included in the original task submission. 

Escalation Process 

If the request is less than 3 business days old: 

• Do not escalate. 

• Do not create another Membership Team task. 

• Reassure the customer that the request is under review. 

• Document the customer follow-up within the existing task when applicable. 

Script: "Your request has been submitted to our Membership Department and is currently under review. Please allow up to 3 business days for a response. Additional requests may delay processing, so we will continue working from the original request already submitted." 

Requests Over 3 Business Days Old 

If the request has exceeded 3 business days: 

• Review the existing Membership Team task. 

• Confirm there is no duplicate task. 

• Add a follow-up note or subtask to the existing request. 

• Notify a Team Lead, Supervisor, or Manager with:  

• Customer Account Link 

• Task Number 

• Date Submitted 

• Brief Summary of the Customer's Concern 

• Leadership may partner with the Membership Department to determine if additional action is required. 

Leadership Responsibilities 

Upon receiving an escalation request, Leadership should: 

• Confirm the request has exceeded the 3-business-day service-level expectation. 

• Verify that no duplicate task exists. 

• Review all notes and documentation. 

• Coordinate directly with the Membership Department if additional review is required. 

• Provide updates to the employee handling the customer interaction. 

 All follow-ups, escalations, and updates must be documented within the existing Membership Team task whenever possible. 

Processing Timeline Communication 

After task submission, advise the customer:  "Your request has been submitted. Our Membership Department will review the request to determine whether a refund or membership adjustment can be approved. Approval is not guaranteed. If approved, refunds may take approximately 5 to 10 business days to process depending on your bank's processing times. You will receive confirmation once the request has been completed." 

​

Membership Retention 

Membership Retention Excellence: Educate, Explore Solutions, and Create Value 

To provide Customer Service Representatives (CSRs) with a standardized process for handling membership cancellation inquiries, refund requests, and membership concerns while promoting customer retention through education, value reinforcement, and solution-focused conversations. 

Membership conversations should be viewed as opportunities to: 

• Educate customers about their membership benefits. 

• Identify and address concerns. 

• Reinforce the value of membership. 

• Explore available solutions. 

• Increase member retention whenever possible. 

• Deliver positive, professional, and solution-oriented customer experience. 

Membership Retention Process 

Listen and Understand 

When a customer contacts Customer Service regarding membership cancellation, refunds, or concerns: 

1. Listen actively to the customer's concerns. 

1. Demonstrate empathy and professionalism. 

1. Ask clarifying questions to identify the root cause of the concern. 

1. Determine whether the issue relates to:  

• Price concerns 

• Lack of usage 

• Lack of understanding 

• Service experience 

• Scheduling concerns 

• Relocation 

• Personal circumstances 

• Other membership-related issues 

Educate Before Escalating 

Before discussing cancellation options or escalating the request, CSRs must: 

• Review membership benefits with the customer. 

• Confirm the customer understands their available benefits. 

• Explain how the membership works. 

• Reinforce the value included in the membership. 

• Identify any unused benefits. 

 Key Questions to Ask 

• "Have you had an opportunity to use all of your membership benefits?" 

• "Would you like me to review what's included in your membership?" 

• "Can you tell me more about your concerns so I can explore options with you?" 

 Membership Benefits Review 

Annual Maintenance Benefits 

Members receive: 

• 2 HVAC/AC Maintenance Visits 

• 1 Electrical Maintenance Visit 

• 1 Plumbing Maintenance Visit 

HVAC/AC Maintenance Includes 

• Inspection of system performance 

• Identification of potential issues 

• Improved efficiency and reliability 

• Support for extending equipment lifespan 

Electrical Maintenance Includes 

• Inspection of electrical components 

• Safety assessment 

• Identification of potential electrical concerns 

• Prevention of unexpected issues 

Plumbing Maintenance Includes 

• Plumbing system inspection 

• Leak detection and efficiency checks 

• Identification of potential concerns before costly repairs occur 

• Support for maintaining system performance 

Value Positioning 

Position the membership as a proactive investment in: 

• Home comfort 

• Home safety 

• System efficiency 

• Preventative maintenance 

• Long-term savings 

First Call Resolution (FCR) Opportunity - Whenever possible, CSRs should offer to schedule any available maintenance visits during the same interaction.  Example Script "I see you still have maintenance visits available. I'd be happy to help schedule those today so you can take full advantage of your membership benefits." 

 

Membership Concession Guidelines 

Prohibited Actions 

CSRs are not authorized to offer, guarantee, or approve: 

• Free memberships 

• Membership extensions 

• Benefit rollovers 

• Refunds  

When a Customer Requests a Concession : CSR Responsibilities 

• Create a task for the Membership Team. 

• Contact the Membership Team through Microsoft Teams when guidance is needed. 

• Set appropriate expectations with the customer. 

CSR Restrictions 

• Do not promise a refund. 

• Do not promise an extension. 

• Do not promise benefit rollovers. 

• Do not commit to any Membership Team decision. 

 

Refund Request Process 

Use the following statement when discussing refund requests: : "I can certainly submit your request to our Membership Team for review. They will evaluate the account and determine eligibility based on our policies." 

Do Not Say 

• "You will receive a refund." 

• "I can approve that refund." 

• "The Membership Team will refund you." 

 Solution-Focused Communication 

Language to Avoid 

• "You can't." 

• "We don't." 

• "That's not possible." 

Preferred Language 

• "Let's explore some options." 

• "Here's what we can do." 

• "Let's make sure you're getting the most from your membership." 

• "I'd be happy to review your benefits with you." 

Membership Retention Guidelines 

Price Concerns 

Review: 

• Annual maintenance value 

• Available member discounts 

• Convenience and savings opportunities 

• Preventative maintenance benefits 

Suggested Response 

"Let's review the value included with your membership and make sure you're receiving the full benefit of the program." 

Lack of Usage 

Review: 

• Remaining maintenance visits 

• Available discounts 

• Upcoming service opportunities 

Offer: 

• Immediate scheduling of maintenance visits 

Suggested Response - "I see you still have benefits available. Let's look at scheduling those services so you can get the most from your membership." 

 Lack of Understanding 

Take time to: 

• Explain the membership program 

• Review available benefits 

• Clarify membership terms 

• Reinforce customer value 

Suggested Response - "I'd be happy to walk through your membership benefits and explain how they work." 

 Approved Membership Rebuttals 

CSRs should continue using approved rebuttals for the following situations: 

• Customer unaware of enrollment 

• Poor service experience 

• Scheduling concerns 

• Relocation 

• Price and value concerns 

• Competitor programs 

• Customer support concerns 

• Change in personal circumstances 

• Renewal concerns 

• Membership no longer needed 

The objective is not to argue with the customer. 

The objective is to: 

• Listen 

• Empathize 

• Educate 

• Explore solutions 

• Reinforce value 

• Follow the appropriate process 

Escalation Criteria  - Escalate to the Membership Team when: 

• A refund is requested. 

• A membership extension is requested. 

• A benefit rollover is requested. 

• Any membership concession is requested. 

• Additional Membership Team review is required. 

Escalation Steps 

1. Document customer concerns accurately. 

1. Create the appropriate Membership Team task. 

1. Provide all relevant account details. 

1. Advise the customer that the request will be reviewed according to company policy. 

1. Always use template 

 Success Standards - During every membership interaction, CSRs should: 

• Maintain a positive and professional tone. 

• Focus on solutions rather than limitations. 

• Review and explain membership benefits. 

• Identify unused value opportunities. 

• Attempt First Call Resolution whenever possible. 

• Follow all Membership Team escalation procedures. 

• Avoid making promises outside CSR authority. 

 

Credit Card Addition During Membership Sale 

CSRs are authorized to add a customer's credit card information when creating and selling a new membership. 

Credit Card Updates After Membership Purchase - If a member contacts Customer Service to update the credit card on file after the membership has been created, the CSR must create a task for the Membership Team to process the request. 

Credit Card Deletion Requests  - CSRs are not authorized to delete or remove a credit card from a member's account under any circumstances. 

The credit card on file is required for the following business purposes: 

• Membership renewal processing. 

• Processing member-authorized charges to the card on file. 

• Verification of payment information associated with the membership. 

• Maintaining accurate payment records. 

• Ensuring the Membership Team can properly review and handle credit card-related requests. 

If a card is removed, it may result in: 

• Failed membership renewals. 

• Inability to process authorized payments. 

• Limited visibility into payment methods previously provided by the member. 

• Increased account maintenance issues. 

For these reasons, all requests involving modification, replacement, or deletion of credit card information must be reviewed and processed by the Membership Team. 

New Membership Sale 

• Create the membership following the standard sales process. 

• Collect and enter the customer's credit card information at the time of enrollment. 

• Confirm all membership information is accurate. 

• Complete the membership sale. 

 Existing Member Requests Credit Card Update 

• Verify the member's identity according to company verification procedures. 

• Do not attempt to delete or modify the existing card on file. 

• Create a Membership Team task using the required template. 

• Inform the member that the Membership Team will review and process the request. 

 Existing Member Requests Card Deletion 

• Verify the member's identity according to company verification procedures. 

• Advise the member that Customer Service cannot remove cards on file. 

• Create a Membership Team task documenting the request and reason provided by the member. 

• Forward the request to the Membership Team for review and action. 

CSR Reminder - Never delete a credit card on file. All requests to update, replace, modify, or remove membership credit card information must be submitted to the Membership Team through a task using the required template and task entry requirements outlined in this SOP. This ensures continuity of membership renewals, payment processing, and accurate account maintenance.