Maximizing ServiceTitan Membership Revenue: The Power of Add-Ons, Discounts, and Upsells

Memberships are a powerful tool on their own in ServiceTitan, but what if you could supercharge your program to maximize your revenue? You can – with Add-Ons, Discounts, and Upsells. 

Introduction to Customizing a Customer’s ServiceTitan Membership Service

ServiceTitan memberships offer regular, relevant services to your customers on a recurring schedule, giving customers peace of mind, and your business steady revenue. When used with add-ons, discounts, and upsells, you’re able to customize your customers’ experience to build relationships and trust. 

Let’s take a look at the setup in Pricebook, to better understand different levels of pricing.

Static Price: The standard, every-day price of the task.

Static Member Price: The standard price for members, which often includes a discount as an added benefit of the membership.

Static Add On Price: The cost of the task when added with another qualifying service.

Static Member Add On Price: The discounted cost of the task for members when added with another qualifying service. 

We’ll explain a little more about add-ons and discounts below.

Customize and Enhance Memberships with Add-Ons

Membership add-ons can include additional recurring services (like a plumbing inspection, if your memberships are primarily HVAC focused) or upgrades to existing services (such as a better furnace filter). You can put multiple add-ons on a membership, too. 

Perhaps your customer has a larger house with multiple systems, outbuildings with their own systems, or multiple locations they want you to service. With the right add-ons and upgrades, you’ve got them covered! Instead of building multiple membership types, you can utilize add-ons and upgrades to customize your single base membership to fit any situation, keeping your ServiceTitan Pricebook clean, and techs on track.

Add-ons are Pricebook tasks that allow you to sell and bill additional work for separate pieces of equipment on top of a standard membership. 

PCG Consultant Kirsten W. notes that if you’re using add-ons on memberships with different billing frequencies, you have to create the add-on multiple times to account for each billing option. 

For example: Your membership offers monthly and annual options.

• Additional System – Monthly Add-On
• Additional System – Annual Add-On

PCG Consultant Alishia C. stresses the importance of leveraging the workflow tab when setting up Add-On tasks in ServiceTitan. Workflow allows you to direct what you want to happen when the task is used. Oftentimes, improper workflow setup leads to memberships not functioning correctly in ServiceTitan.

Other Add-On Examples

• Additional mini-split heads (each) as an add-on to a standard single mini-split maintenance.
• Humidifier maintenance as an add-on to a heat pump system membership.
• Additional weeks of pool service for extended good weather as an add-on to a set-duration pool service membership.
• Spa cleaning/treatment as an add-on to pool service.
• Mulching as an add-on for lawn care services.
• Irrigation blow-out as an add-on for mowing services.

Add-ons can be important to increase your revenue (or at least keep you from losing it). According to Alishia, many companies set up a standard membership that they believe accounts for additional systems, but it isn’t. 

This causes technicians to spend extra labor, tools, and cleaning materials without charging, and with memberships commonly being a loss-leader, this is not ideal. 

Another common scenario: The office staff sells a membership for a multi-system location, without realizing it’s not set up for multiple systems. The tech sees the job as a single system, only services one, and misses the potential for a repair/upsell by not servicing the other(s).

Give Members Additional Benefits with Discounts

While your membership plan likely doesn’t include every service you offer, you can choose to add additional value by offering your members discounts on other services. A membership likely covers annual maintenance, in order to catch potential problems before they happen, and avoid major repairs. 

At some point, warranties expire while equipment lives on, but some repairs or part replacements may need to be performed. This is where discounts come in. For example, members may enjoy a 10% discount on repairs and services not included in the membership.  Or, maybe you want to offer 5% off a membership if the member renews early!

The first step is creating your discount in your ServiceTitan Pricebook. 

How to Create Membership Discounts in ServiceTitan

Navigate to Pricebook > Discounts & Fees > Add Discount or Fee. Just like creating a service or material in Pricebook, you’ll need to choose a code and name for your discount, then add a description. (Remember, this is public facing, but also helps your team know what they’re including on the estimate or invoice. For more on Pricebook Descriptions, check out this blog post!) 

You can then select whether you want the discount to be a percentage (perhaps one of the examples we mentioned before), or a fixed amount (for example, “Members save $10 on a filter”). You can set a limit, if you don’t want the discount to exceed a certain amount. Be sure to assign a GL account, set the business unit the discount is relevant to (or leave it blank to default to the BU of the job), and set a Pricebook category for the discount to appear in. This helps your Pricebook stay organized, and can help clear the clutter for your field staff using mobile, depending on permissions!

In order for a service, material, or equipment to be discounted,  you must set each of those items to allow discounts  in your Pricebook. You can do this manually on each item if it’s a small collection, or, bulk change it in Excel, then upload to update your Pricebook.

Showing your customers these added benefits of becoming a member builds value and trust, while strengthening and increasing your revenue stream throughout the year.

Increasing Revenue and Customer Satisfaction with Upsells

Even if your techs are the best in the business, fact is, they aren’t magicians, nor are they mind readers. They can’t tell what’s in a customer’s home without getting eyes on the property, and their hands on the HVAC or water treatment system, lawn, pool water, or whatever the subject of your services may be. 

By offering memberships, your company is cultivating relationships with customers, so when the need arises, you’re top of mind. In offering recurring services, you’re able to catch little problems before they happen, and make suggestions, or upsells, based on your expertise and the situations you’ve been monitoring during service visits. 

Regular visits allow technicians to make recommendations regarding improvements. This way, when that water test is a little off, your party guests don’t arrive to find a green pool awaiting them. Your heating or cooling system won’t give out during the extreme weather that was forecasted. Your lawn isn’t brown for the big graduation party, or when you’re trying to list your home for sale. 

Upsells could be a repair beyond the regular maintenance, an equipment addition or upgrade, or even additional services the customer may not know you offer. Train technicians to observe their surroundings when they are in the home – opportunity awaits! And, if you’re visiting the same home for recurring issues, or the customer is a new home owner, your team should be telling the customer about the many benefits of a membership, from the time the CSR books the job, to the technician recommending repairs. 

Optimize ServiceTitan Memberships

ServiceTitan memberships shouldn’t make your head spin. If your memberships make you mutter, it’s time to set up a free Discovery Call with Powerhouse Consulting Group to optimize your process and set-up. We can help organize your memberships, add-ons, discounts, and recurring service events to save you time and money.