Onboarding Experience

• Each newly signed up customer will receive a welcome email series setting the expectation for their journey.
• Initial sales meeting will begin with an in-depth home analysis and discussion about client preferences.
• Post-sale, client is welcomed with a brief thank you email or call and an outline of the installation process.
• The installation day kicks off with a "next day reminder" text message and email.

Communication Cadence

• Regular updates provided at every stage of the installation process via preferred method of communication.
• Immediate follow-ups post-installation to ensure satisfaction.
• Yearly reminders for regular equipment maintenance or service check-ups.

Client Education

• Simplified 'Understanding Your HVAC' guide included in onboarding email series.
• Access to online resources with energy-saving tips and understanding rebates.
• Personalized training during installation on using and maintaining new smart thermostat.

Personalized Touches

• Welcome gift of a branded indoor thermometer upon contract signing.
• Surprise home “comfort kit” upon final installation – cozy throw, scented candles, hot beverage sampler.
• Birthday wishes sent to the major decision maker.
• Celebrating 'HVAC-aversary' by sending check-up reminders along with a small gift or discount for the next service.

Visuals and Documentation

• Every new install is documented with before and after photos, shared with client along with service summary.
• Quarterly personalized efficiency report showing energy savings and offering optimizing tips.
• The warranty details are all provided within a well-crafted and easy-to-understand infographic.

Feedback and Proactive Support

• Gathering customer feedback after each major touchpoint, like installation and maintenance visits.
• Deploying service satisfaction surveys quarterly with a chance to win a discount on the next service.
• A dedicated 24/7 hotline for emergency issues or concerns.

Guarantee or Promise

• Reinforcing our '100% Satisfaction or Your Money Back' policy.
• Transparent warranty system detailed in initial documents, with reminders at each point of contact.
• Commitment to resolve any system issues within 24 hours.

Operational Excellence

• Ensuring punctuality through schedule reminders for both technicians and customers.
• Mandating professional appearance of technicians – clean uniforms and marked service vans.
• Maintaining clear communication including technician’s name, arrival time and scope of the visit.

Renewals & Contracts

• Develop a maintenance and service contract with bi-annual check-ups
• Offer discount for multi-year maintenance contracts

Upsells & Cross-Sells

• Introduce upsell options like advanced air filtration systems
• Cross-sell dehumidifiers or humidifiers for optimal home comfort

Bundling & Packaging

• Bundle HVAC installation with annual maintenance packages
• Provide premium package that includes advanced equipment and extended warranty

Loyalty & Retention Programs

• Implement a loyalty program rewarding large contracts with free annual service
• Launch 'Refer a Friend' program with discount on future service

Custom Services and Personalization

• Offer Energy-Efficiency Home Assessment as a premium service
• Personalize service plan according to clients' home size and lifestyle

Pricing Strategy

• Introduce a tiered pricing model with more benefits for higher tiers
• Implement value-based pricing for personalized and in-depth service
• Offer discounts or additional services for long-term commitment

Customer Data and Insights

• Track service usage data to identify upsell opportunities
• Analyze feedback to improve service quality and customer satisfaction

Referral Incentives

• Offer $50 in heating and air service coupons for every referral that makes a purchase.
• Give new clients referred by existing customers a $50 off their initial installation.

Shareable Assets

• Design a 'Refer a Friend' landing page on the website with all the information about the referral program.
• Create templates for email and social media shares with easy-to-use sharing buttons.
• Print referral cards that customers can hand out to friends and family.

Timing and Triggers

• Ask for referrals after a successful installation, when the customer is likely to be satisfied with the service.
• Train staff to enquire about potential referrals during routine maintenance and service checkups.
• Automate reminder emails via CRM after three months of no referral activity from existing customers.

Client Success Stories

• Encourage customers to share their experiences in video testimonials, offers a $100 service coupon as an incentive.
• Showcase customer testimonial videos on the website and social media channels.

Referral Contests

• Launch a quarterly 'Refer and Win' scheme where the top referrer can earn a free year of regular maintenance.

Partner or Affiliate Programs

• Establish partnerships with home furnishing and improvement stores, offering a cost-per-lead commission.

Thank-You Experience

• Send handwritten thank you notes to customers for every successful referral.
• Feature top referrers on the website 'Top Advocates' section.