What good looks like
Renewing customers have a documented decision, current terms, correct future visits, and no accidental coverage gap.
Have these details ready
- Agreements approaching renewal
- Current pricing and coverage rules
- Service history, equipment changes, and account standing
Run the workflow
-
Build the worklist
Filter by renewal or end date far enough ahead for contact. Assign each account and work earliest deadlines first.
-
Review performance
Check visits, callbacks, equipment, discounts, invoice/payment status, and profitability.
-
Prepare terms
Adjust assets, cadence, price, billing, dates, and exclusions. Explain material changes.
-
Record the decision
Attach or record acceptance, decline, changes, or follow-up without overwriting prior-term history.
-
Verify the next cycle
Confirm status, dates, upcoming visits, and billing. Close declined work and assign coverage changes.
Check your work
Do not call the workflow complete until these statements are true.
- Every expiring agreement has an owner and disposition
- New terms are distinct from prior terms
- Future visits and billing match the decision
If something does not look right
There is an unresolved complaint
Resolve it through customer service before a routine renewal conversation.
A price increase is required
Present updated scope and price; do not hide a loss by silently reducing delivery.