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Recurring maintenance planning: never forget a contract visit again
Maintenance contracts are the steadiest revenue a service business has, and the easiest to lose through one forgotten visit. Here is how to plan them.
Record what each contract actually promises
- Frequency: monthly, quarterly, twice a year or a custom pattern
- Scope per visit: which units or areas, and which checks
- Response commitments for breakdowns between visits
- Who the contract is with, and who to contact on site
- Start date, end date and renewal terms
Turn contracts into a 12-month calendar
Every visit a contract promises should exist on the schedule as a job, months in advance. When visits live only in the contract file, the first one to slip is the one nobody was looking at.
| Contract | Frequency | Visits a year | Units per visit |
|---|---|---|---|
| Villa, Arabian Ranches | Quarterly | 4 | 5 |
| Office, Business Bay | Monthly | 12 | 12 |
| Residential tower | Twice a year | 2 | 84 |
The tower in the last row is two visits a year but 168 unit services, which is a very different planning problem from the villa. Count units, not only visits.
Protect capacity in peak season
For AC companies, planned maintenance and breakdown calls peak at the same time. Schedule the heaviest contract visits for spring and autumn where contracts allow, and keep some capacity free each summer day for same-day urgent calls.
A contract visit that is always moved for urgent jobs eventually becomes a cancelled contract.
Remind, complete, bill
- Remind the customer a few days before each visit, with the date and window.
- Complete the visit with the same checklist every time, so results are comparable.
- Bill the contract on its agreed pattern, and put extra work on separate lines with the customer’s approval.
- Review the contract before renewal with the visit history in hand.
What each visit record should hold
- The date, the technician and which units or areas were covered
- The checklist results, the same checks every time
- Readings where relevant, such as temperatures or pressures
- Photos of anything that needs attention
- Recommended work outside the contract, with a quote if the customer wants it
Over a year, these records become the strongest argument for renewal: a clear history of every visit, what was found and what was fixed.
When a visit is missed anyway
It will happen. Tell the customer before they notice, offer the next available slot and record why it was missed. If the same reason appears twice, such as summer overload, change the plan rather than apologising again.
Frequently asked questions
Should contracts be billed monthly or upfront?
Either works if it is agreed in the contract. Monthly billing is easier for many customers; upfront billing improves your cash flow. For business customers, each invoice will be an e-invoice once your phase starts.
What if a customer cancels a visit?
Rebook it straight away rather than skipping it, so the contract’s promised visits still happen within the year.