When we first launched our maintenance agreement program at Hearn Plumbing, Heating, and Air, it looked a lot like everyone else’s — simple checkups, basic service visits. This was a great way to smooth out our shoulder seasons. However, as we adopted High-Performance HVAC™, our maintenance agreements evolved into something completely different.
Today, they’re more than a tool to fill the schedule — they’re a cornerstone of how we build long-term relationships, train our team, and deliver real value to homeowners.
Here’s how we arrived at our current position, and why we will never look back.
A Shift from Standard to Strategic
Like many contractors, we started with a traditional maintenance (membership) program. It provided us with recurring income and helped fill in the slower periods between heating and cooling seasons.
But once we began integrating high-performance testing into our work, that same program started to feel limited. We realized that if we were serious about system performance, we had to take our memberships to the next level too.
The shift wasn’t immediate. We didn’t scrap the original program — we built on it. Every time we attended High-Performance HVAC training taught by National Comfort Institute (NCI), we’d come back and revise our inspection forms, integrating new tests or measurements we learned.
The result is a single, high-performance maintenance agreement that continues to evolve and deliver increasing value over time.
Think about how many HVAC companies are out there offering the same thing — tune-ups, clean coils, refrigerant checks. A high-performance plan makes you stand out. You’re not selling a checklist, you’re selling system optimization, performance tracking, and peace of mind.
The result: today, we don’t have two separate maintenance programs. Our high-performance membership is how we do maintenance now.
Real Testing, Real Conversations
High-performance maintenance isn’t just about checking a box. It’s about thoroughly testing systems and using the data to educate homeowners. Every visit includes detailed measurements, such as static pressure, temperature splits, and combustion analysis — you name it.
Our goal isn’t just to service equipment; it’s to provide exceptional service. Our mission is to help homeowners understand how their systems are performing. This approach is a win for the customer.
By the way, this approach is also a win for our technicians. Every time they touch a system — whether for maintenance, service, or installation — technicians must test and record data using either a short-form or full-form inspection. This consistency has built a culture of accountability and learning, where everyone on the team contributes to refining our approach.
Building Trust Through Transparency
One of the biggest benefits of our high-performance memberships is how they transform the customer conversation. Instead of
selling from a position of opinion, we’re showing hard data. We can prove where the system is under performing and explain what that means in practical terms.
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