PlumbingBossPro Blog — Water Heaters & Maintenance Plans

Tracking Plan Members in Reports: Who Is Signed Up, Who Is Due and Who Has Lapsed

Ask a plumbing owner how many maintenance members they have and you often get a guess. “A couple hundred, I think.” That guess is fine until you need to decide whether to put a second tech on the maintenance van, or whether last spring's sales push actually worked. A maintenance program needs a few numbers you can trust.

Cancellations Are One Number Among Several

Recording why members leave was covered in When Members Cancel: Recording Why People Leave Your Plumbing Maintenance Plan. That is one side of the picture. The other is knowing who you have, who is due and how the program is trending.

Label Members Consistently

Reports are only as good as the labels behind them. PlumbingBossPro has tags and custom fields on clients. A simple setup that works for most plumbing shops:

• Tag “Plan member” on every active member.
• Tag “Cancelled plan” on former members, with a cancel reason in a custom field.
• Tag “Lapsed” on members who have stopped responding but never formally cancelled.
• A custom field for how they joined: repair call, install, website, landlord referral.
• A custom field for join date, if you want to see how long members stay.

Tag at the moment things change: when a sign-up is converted into a client, when someone cancels, when the office gives up on reaching someone. Tagging in batches later is how labels go stale.

Who Is Due: The Waiting List

The best report of who is due is the Waiting List itself. It is a live map and list of every recurring visit that has come due, colored not due yet, due now and overdue past a 7-day grace.

A quick weekly look tells you:

• How many visits are due and not yet scheduled.
• How many are overdue, and where they are.
• Whether the maintenance van is keeping up or falling behind.

If overdue pins keep growing, the program has outgrown its van days. If the due list is nearly empty, there is room to sell.

Who Is Signed Up and What They Bring In

Use PlumbingBossPro's reports and client lists, filtered by your plan member tag, to see your active members. Over time, the same labels let you look at:

• Member count now versus a few months ago.
• New members by how they joined, so you know which source works.
• Revenue from plan visits, since every visit is invoiced with line items from your service list.
• Work beyond the plan, such as repairs and replacements billed to members.

That last point is the one owners most often miss. A plan's value is not only the flush price. It is the repairs and replacements members buy from you because you are already in their house every year.

Who Has Lapsed

Lapsed members are the quiet leak. They did not cancel; they just stopped. Look for members whose visits have been overdue for a long time or skipped more than once with “no answer” notes. Tag them “Lapsed” and decide what to do: a friendly text, a phone call, or ending the plan so they stop cluttering the Waiting List.

Winning back lapsed members is covered in Renewing Plumbing Maintenance Plans Year After Year.

A Monthly Ten-Minute Review

You do not need a dashboard full of charts. Once a month, look at four things:

1. Active members, up or down from last month.
2. Overdue visits on the Waiting List.
3. Cancellations and their reasons.
4. Replacement and repair estimates that came from maintenance visits.

Write the numbers down somewhere simple. After a few months the trend tells you more than any single month.

Office Roles and Who Sees What

Office user roles let you decide who can see what. The person scheduling the maintenance van needs the Waiting List. The owner needs revenue. Set roles so each person sees what they need for their job.

Numbers You Can Act On

The goal is not reporting for its own sake. It is knowing when to add van days, when to push sales, and when something is wrong with the service. Consistent tags and a regular look at the Waiting List get you there. For how reports tie into the rest of the maintenance program, head back to the water heater service software overview.