Final Thoughts
High-performance maintenance agreements have transformed our business — not just financially, but culturally. They’ve helped us train better technicians, build stronger relationships, and deliver a higher standard of service.
Most importantly, they’ve helped us do right by our customers.
And finally, your techs benefit too:
- Better-maintained systems = happy customers
- Better-maintained systems = fewer emergency/after-hours visits
- Predictable visits
- Unified account history
- Customers are educated and loyal
- Less pressure to ‘sell’ because we build the value and education into the process
- Mitigate customer surprise with breakdowns
- Unified consistent process and checklist
- Consistent work.
It builds confidence and improves job satisfaction.
Memberships benefit your business, your team, and your customers. If you don’t have a high-performance program, now’s the time to put one together.
Start small. Build it out. Train your techs. And give customers the value and confidence they deserve. This approach may not be for everyone, but for us, it’s not just a business model — it’s a commitment to excellence.
Tom Hearn is co-owner of Hearn Plumbing, Heating & Air, a multi-generation family business committed to high-performance HVAC and customer-first service. If you have questions, he can be reached at ncilink.com/ContactMe.
Dennielle Hearn manages operations and customer experience at Hearn, with a special focus on training, scheduling, and ensuring membership loyalty. Together, they’ve helped lead the company’s evolution into a High-Performance HVAC provider known for transparency, data-driven service, and strong community relationships. Dennielle can be reached at ncilink.com/ContactMe.
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