Sometimes “maintenance” comes with a negative connotation. Customers might wonder, ” Does this system have a problem, and do I need to buy an extended warranty?” On the contrary, selling maintenance contracts, especially on luxury outdoor technology projects, can reap rewards.
Subscriptions have become commonplace. Think about it — clients pay a maintenance contract on almost everything outside. The concept isn’t foreign, and usually, they have multiple service contracts for keeping their outdoor spaces beautiful and functional.
Among the subscription plans clients frequently buy: pool, hot tub, and spa upkeep; irrigation system; lawn cutting, edging, seasonal cleanup; tree trimming; pest control; water and fire features; whole-house generators; entry gates; hardscapes; water mitigation, drainage cleanouts; power and window washing; and the list goes on.
Even though the services differ from outdoor lighting and audio, there is a common theme — clients want to protect their investment. Selling maintenance services achieves four key objectives for integrators: Keeping the system performing like new, making the system look like new, engaging with your clients, and advising upgrades. Let’s dig deeper.
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Take Care of Performance
Damaged Components: During an inspection, you might encounter products that have been run over by the lawnmower, kicked by the kids, destroyed by the dog, or suffered lightning or surge damage. A property tour can reveal areas where quick fixes can bring outdoor lighting and audio systems back to day one.
Faltering Lighting Fixtures: On the lighting side, you might see dirty lenses affecting the light output. You might need to straighten lights, especially path lights and landscape lights. I hate going to a site and finding path lights all leaning in different directions because an irrigation or garden contractor bangs into or steps on them.
Vegetation Growth: Landscapes are organic, so plant coverage expands and trees grow in a sphere — up and out. Keep track of these changes and accommodate with your fixtures or installation techniques, whether it’s adjusting tree mounts, adding extensions on wire, or using more types of fixtures. Maybe speakers need upgrading to maintain proper output for the connected spaces.
Rejuvenate Products’ Aesthetics
Speakers and Grilles: Outdoor speakers look great when they’re initially installed; not so much after they’re hit with bird droppings, natural and artificial debris, mulch and grass clippings, relocated irrigation heads blasting pressurized water into them, and more. This can impact performance as much as aesthetics, too.
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Water Stains: When you place a new amplifier on the side of a house, it’s pristine. When it falls prey to months of precipitation, spray some Windex, polish it up, and it will look great again. Clean the tops of path lights, because these are typically the most visible. Note that these issues are different than patina, which can be a charming natural aesthetic wear over time.
Exposed Cabling: This can be a concern, especially around path lights. Mulch can thin out, pathway cabling can be disturbed, for example, and we want to watch out for tripping hazards. Plus, wayward weed whackers might clip a cable and disrupt system performance.
Engage with Your Customer
Built-in Appointments: My favorite part of a maintenance contract is baked-in client visits and cultivating long-term relationships. You’ve already made a static appointment to go to their property, whether it’s once, twice, four times a year — this is priceless.
Potential Future Work: Every client spends X dollars on their outdoors every year. Your goal is to get as much of X as possible — whatever you don’t get, it’s because they’re spending it with other contractors. If you’re doing maintenance and a conversation comes up about additional outdoor projects, launch a discovery phase on future tech opportunities because you already have their attention.
Strengthen Your Value: When you’re selling a system, include one free maintenance visit and build it into the cost of the job. Then, don’t just leave after that service — deliver a report, show photos to validate what you’ve done while you’re there.
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Show Why You’re a Trusted Partner: Keep your eyes peeled for other issues. Maybe a gutter downspout faces into the basement, perhaps there’s a leaky pool filter. Report these to the homeowner, not to “tattle” on other tradespeople, but to highlight your awareness of other fixable details you see while checking a transformer, cleaning a lens or a grille, etc.
Earn More Money
Update About Your Offerings: Maintenance visits are the perfect time to share any new solutions your business has added, including indoor technologies. Are you now selling indoor shading, interior intelligent lighting, and weather-rated displays? Keep some new products at the ready in your van to demo and install.
Make Recommendations in the Moment: Upsell with confidence because you’ve become their trusted, valued dealer. Account for changes to their outdoor environment and recommend lighting and audio upgrades. Happy homeowners will respond to your advice.
Peter Sepesi is vice president of sales for Coastal Source.
