Don’t Let Unscheduled Membership Visits Linger: 3 Smart Ways to Tackle the Backlog in ServiceTitan

Memberships are one of the most powerful revenue streams for skilled trades businesses. In a perfect world, you’d wrap each maintenance season with every visit completed and every member thrilled. But let’s be real: that’s not always how it goes.

As busy season approaches, you’ve got bigger fish to fry than chasing down overdue maintenance visits. Good news: ServiceTitan has built-in tools to help you clean up the leftovers, automate your outreach, and regain control – without draining your team’s time.

Here are three proven strategies to clear out lingering membership visits and start the season strong.

1 – Automate: Create a Custom SMS Audience

Many ServiceTitan users don’t realize that custom SMS campaigns for transactional messages are included in the core platform. That means you can reach out to overdue members quickly, without adding extra work for your CSRs.

Spend an hour or two setting up an automated campaign targeting just the visits due in the next 7 days. Send a short, direct message with booking instructions. Keeping the date range tight helps limit replies and keeps the volume manageable. It’s a low-effort, high-impact way to book more visits fast.

2 – Build a ‘Burn Down’ Recurring Services Dashboard

Reports are helpful – but dashboards? They’re game-changers.

With ServiceTitan’s Custom Dashboards, your team gets a bookmarkable, visual workspace to track outstanding recurring services in real time. Start by creating a report showing all unscheduled visits for the season, then add that report (and any relevant charts) to a shared dashboard.

From there, set clear goals. For example, challenge the team to reduce outstanding visits from 100 to 80 by Friday. Dashboards make it easy to measure progress and keep everyone aligned.

3 – Log Follow-Ups (and Don’t Be Afraid to Dismiss)

One mistake we see often at PCG: visits left open indefinitely. At the end of the season, your team needs a clear rule about when to stop chasing.

That’s why we recommend the three-strike rule. After three outreach attempts (via three different modes of communication, if you can!) with no response, it’s time to dismiss the visit. Dismissing isn’t permanent; if the customer replies later, you can always reinstate the service.

Important note for companies using deferred revenue: make sure you recognize the revenue when dismissing a service. We recommend setting this to “Always” so you don’t accidentally leave revenue unclaimed.

Bonus Tip: Use Firm Maintenance Windows

If your maintenance services are seasonal, use firm deadlines (e.g. all spring maintenance must be completed by June 30). This creates accountability for your team and clarity for your customers. It also gives you a clean cutoff to close the books on the season.

Need help putting these ideas into action? That’s what we do. Powerhouse Consulting Group is a Nexstar Strategic Partner, a ServiceTitan Titanium Partner, and the go-to technology consulting firm for the skilled trades. Book a free discovery call now!