Operations
Generator customer retention: what to track after install
Keep dated notes after the install. Track completion, open issues and any real service relationship without assuming a customer is retained forever.
After a generator install, track the finished job, open support needs and any real service plan as separate facts. A paid install alone does not make someone a retained plan customer.
Use real start, end and check dates. Mark no plan as none and a missing fact as unknown. Give later work its own record.
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Close the job with real facts
Ask the job lead when the work was done. Keep open tasks and buyer questions in view. A paid bill does not prove every task is done.
Give the buyer a real contact for later questions. Use the help process your firm offers. Do not promise ongoing checks or free work that the job does not include.
Track a service plan only if one exists
If the buyer has a plan, save its ID and the state it is in. Use the real start date. Add the next due date and any end date from the agreed terms.
If there is no plan, say none. Do not mark the buyer active just because they bought an install. Show plans that have stopped or ended too.
Keep later events distinct
A repeat job is new work for the same buyer. A referral brings a new buyer. Keep both apart from the old install. Do not count the old sale twice.
Link the job records when that helps. Keep the date and source of each new request. Do not assume an old ad caused every later job.
- Completed install.
- Open support issue.
- Real service-plan status.
- Repeat work.
- New buyer referred.
Count renewals from plans that were due
A renewal check needs a due-plan list. Do not divide renewals by every past install. Some buyers never had a plan. Other plans are not due yet.
Show unpaid or open renewals at the review date. Keep them in the due group instead of dropping them from the count.
Review a dated group
Pick a group of finished jobs and a review date. Check for open issues, live plans or later work. Keep unknowns in the group.
Compare like time spans. Last week’s job has had less time for repeat work than last year’s job. Use the notes to improve support. One sale does not prove that a buyer will stay with you.
Sources and further reading
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