Sally - Membership Sales
In this article
In this article group
Sally texts customers who aren't members yet and offers them your membership plan. She works the way a good CSR works through a list of non-members, using only what your ServiceTitan account tells her.
So when Sally does something you didn't expect, the answer is almost always in your ServiceTitan records: a membership, a completed job, an upcoming appointment, or a tag. This article explains each rule she follows and why it's there. You can change any of these rules yourself by asking Jenny.
If you're here because Sally texted a customer and you're not sure why, skip to Why did Sally text this customer? near the end.
What Sally does
Finds customers who don't have an active membership and fit one of your Sally campaigns.
Texts them about your plan, using the plan details you've put on file, and answers routine questions about it.
When someone's interested, flags the conversation so your team can close the sale, and tells the customer someone will be in touch.
Hands everything else to your team: complaints, billing questions, repairs, and anything she can't answer.
Sally doesn't enroll anyone in a membership or take payment. Your team does that, the same way you sell a plan today. She doesn't book maintenance for existing members either; that's Mollie.
Where Sally gets her information
Sally reads your ServiceTitan account, refreshed throughout the day:
Memberships: who's already an active member, so she never pitches them.
Jobs and appointments: who had work done and when, and who has a visit coming up.
Estimates: whether your team already has a membership estimate open with the customer.
Customer records: phone numbers, residential or commercial, do-not-contact and do-not-service status, and tags.
What she says about the plan comes from the membership documents you've put on file: price, what's included, and member discounts. See Giving Your Agents Documents to Work From.
Why this matters: Sally can only be as accurate as your records and documents. If a membership is missing in ServiceTitan, she'll think the customer isn't a member. If your plan's price changed and the document didn't, she'll quote the old price. Fix it at the source and it's fixed for Sally too.
Who Sally reaches out to
Each Sally campaign is built around a group of non-members you'd want to offer your plan to, described from your ServiceTitan data. Your account can run one campaign or several, and you can add, change or retire them as your goals change.
Most campaigns start from something that just happened or is about to happen, because that gives the customer a reason to care today. Some of the groups contractors use:
Customers who just had work done. They've just seen your team's work, and a membership keeps them coming back to you.
Customers with a repair or service visit already booked. If members get a discount, joining before the visit saves them money on it.
Customers who had a new system installed. A maintenance plan protects the investment they just made.
Repeat customers who've never joined. They already call you every time; the plan makes that cheaper.
Former members whose plan lapsed.
A campaign can be narrowed by trade, job type, how long ago the work was, service area, residential or commercial, how much the customer has spent with you, and more. If you can describe the group, Jenny can build the campaign and show you who's in it before anything sends.
When Sally adds a customer to her list
Every campaign has a window: how soon and how long after the event Sally can reach out.
Example: a campaign for customers who had work done has a standard window of 30 days to one year after the job. A job completed August 15th puts the customer on Sally's list around September 14th. They stay eligible until August 15th of the next year, unless they join or hit a skip rule.
Why wait 30 days: it lets the invoice settle and the visit land before you ask for a bigger commitment.
Example: a campaign for customers with a visit booked might look 10 days ahead. A repair booked for October 9th puts the customer on Sally's list from September 29th.
Windows are set per campaign. Some contractors want the offer out within two weeks of a job, others look back as far as two years.
Who Sally skips
Even if a customer fits a campaign, Sally won't text them if any of these are true:
They already have an active membership. She checks again just before her first text, so someone who joined after the list was built isn't pitched.
Your team already has a membership estimate open with them. Someone's already working that sale, and a second pitch would step on it.
They're marked do-not-contact or do-not-service, or have one of your exclusion tags. These always win.
They're a commercial customer, if the campaign is set to residential only. Most are.
They've ignored recent texts. If a customer's number has gone unanswered in two conversations with any of your agents in the last 60 days, no agent texts them until that 60-day stretch passes. A customer who's stopped replying won't be pinged by agent after agent.
Sally or another agent texted them recently. See If the customer doesn't reply.
When Sally texts
Sally works her list on weekday mornings, usually at 9:30 a.m. your shop's local time.
Each campaign has a daily limit, usually between 25 and 100 texts, so she may not reach everyone on the first day they're added. A large list can take days or weeks to work through.
If the customer doesn't reply
On most accounts, Sally sends one short follow-up 24 hours after her first text, on weekdays only. A text sent Friday gets its follow-up Monday. Some accounts use more follow-ups.
She stops following up as soon as the customer replies, books, or opts out.
If the customer still fits the campaign afterward, Sally waits before trying again, commonly 30 days to five weeks. That keeps the offer spaced the way a polite office would space it.
If a customer says no, Sally ends the conversation. A no doesn't take them off future campaigns, so once the wait is over she can ask again if they still fit. If you'd rather a no be final, ask Jenny to set that.
If they ask her to stop texting, she marks them do-not-contact, and that holds for every agent.
What happens when a customer says yes
Sally tells the customer someone from your team will reach out shortly, and flags the conversation for your team. It shows as needing attention in your Conversations inbox, and your team is notified through the path set up for your account.
Your team calls or texts back to sign them up. Why: enrolling someone means setting up billing and payment in ServiceTitan, which should be done by a person on your team.
Sally can also book a tune-up or maintenance visit as part of the offer, if you've set her up to. When she does, she uses your real availability and capacity rules and adds a summary of the conversation to the job.
How Sally knows someone is already a member
Sally counts a customer as a member only if ServiceTitan shows an active membership on their record.
A membership that has expired, been cancelled, or sits on a different customer record (a duplicate, say) doesn't count, so she may pitch that customer.
If you sell a plan that isn't set up as a ServiceTitan membership, add an exclusion tag to those customers, or ask Jenny to have Sally skip them.
When Sally hands off to your team
Sally flags the conversation for your team when:
The customer wants to join, or wants a call about the plan.
They have a complaint, a billing question, or a request beyond the membership.
They ask about pricing or terms that aren't in your plan documents. She won't guess, and she won't offer a discount on her own.
They want a copy of an estimate, or ask to renew a membership that's lapsed.
If a customer asks to hear back on a specific date, she schedules her next text for that day.
For how escalation works, see Working Your Conversations Inbox.
How to change how Sally works
In ServiceTitan, your team controls the records Sally reads:
Memberships: who's active, renewals and cancellations.
Completed jobs and booked appointments, and the job types they're under.
Membership estimates your techs leave open.
Do-not-contact, do-not-service, residential or commercial, and your exclusion tags.
From Sally's page in UpSmith:
Pause and resume her sends.
Change her send time, on the Settings tab under Schedule & limits.
With Ask Jenny, you can change everything else. Tell Jenny what you want in plain language. She shows you a before-and-after, and an audience preview for targeting changes, and nothing changes until you confirm. For example:
"Have Sally text customers who had a new AC installed in the last two years and never joined." (starts a new campaign)
"Only offer the plan to customers whose job was at least 60 days ago." (changes the window)
"Skip anyone whose last job was a new install." (changes which job types count)
"Include commercial customers in Sally's campaign." (changes customer type)
"Drop Sally's daily limit to 20 and only send on Tuesdays and Thursdays." (changes the limit and send days)
"Send a second follow-up three days after the first." (changes follow-ups)
"Wait 60 days before Sally asks the same customer again." (changes the wait)
"If a customer tells Sally no, don't ask them again." (makes a no final)
"Let Sally book a tune-up when a customer says yes." (lets her book)
"Make Sally sound more casual." (changes her tone)
"Here's our new plan sheet. Use it for Sally." (updates the plan details she uses)
See Build & Edit Campaigns with Ask Jenny and Adjust Your Agent's Persona & Objectives.
If you'd like help putting a change into words, or Jenny tells you something is outside what she can do, email support@upsmith.com and we'll take care of it.
Common questions
Why did Sally text this customer?
They don't have an active membership in ServiceTitan, they fit one of your Sally campaigns, and none of the skip rules applied. For example, they had a job completed inside that campaign's window. Ask Jenny to show you the rules for that campaign, or send us the conversation and we'll tell you exactly which job or appointment she used.
Why did Sally text someone who's already a member?
Usually the membership isn't active in ServiceTitan, or it's on a different customer record than the one she texted. Check the customer's memberships in ServiceTitan. If it looks right there, send us the conversation and we'll find out why.
A customer said yes. Did Sally sign them up?
No. She flagged the conversation for your team and told the customer someone would reach out. Look for it in your Conversations inbox and follow up to enroll them.
Why did Sally text a customer who already told her no?
A no ends that conversation but doesn't take them off future campaigns. If they still fit, she can ask again after her wait, usually 30 days to five weeks. To make a no final, ask Jenny.
Why did Sally quote the wrong price or benefit?
She uses the membership documents on file. Give Jenny the current plan details, or update the document yourself (see Giving Your Agents Documents to Work From), and she'll use the new details.
Why hasn't Sally texted a customer I expected her to?
Check the skip rules: an active membership, an open membership estimate, a do-not-contact flag, an exclusion tag, a commercial account, or recent texts they didn't answer. Also check that they fit one of your Sally campaigns; Jenny can walk you through each campaign's rules. If none of those explain it, send us the customer's name and we'll check.
How do I stop Sally texting one customer?
Mark them do-not-contact in ServiceTitan or add one of your exclusion tags; that stops every agent. To keep them away from Sally only, ask Jenny to exclude them from Sally's campaigns.