Shoulder-Season Re-Engagement: Max Out the Customers Already in ServiceTitan

A quick, 3-minute read for HVAC owners & marketers

Why Bother With the “Quiet” Months?

Booking shoulder-season maintenance or replacements smooths revenue and keeps techs busy; the bigger win is that customers you reach before a breakdown and you prevent price-shopping so customers turn to you by default when their unit finally fails. Your cheapest, highest-value prospects are the addresses, phones numbers, and emails already stored in your ServiceTitan—just filter for the right ones and make them an offer they can’t refuse.

Pinpointing the Highest-Value Past Customers

The sweet spot is customers whose systems are aging and show no permit history of a replacement within the last few years. Add two more filters and the list quality gets even better:

1. Old equipment filter – 10+ years since last install date or first job on record.
2. No recent HVAC permit filter – suggests the original system is still in place.
3. Top-quartile LTV or conversion history filter – these homeowners buy when you call.

Start by pulling your list directly from ServiceTitan—focus on customers with systems 10+ years old and no recent replacement jobs. That alone gives you a solid base for re-engagement. For more advanced marketers looking to go deeper, tools like Arch AI can help by layering in dynamic signals like age of home, permit history, recent home sales, and AI-scored lifetime value—insights that aren’t available in ServiceTitan, but help you prioritize the highest-opportunity homes.

The 3-Week, Multi-Touch Play (Direct Mail First)

Week 1 – Direct Mail Postcard

Send a glossy, fridge-worthy postcard to your “old-system + no-permit” lead list.

Headline example: “Avoid Summer Breakdowns—$79 Spring Tune-Up for Loyal Customers”

Include a QR code to schedule an appointment and a call-only promo code (e.g., SPRING79).

Week 1.5 – Follow-Up Call

Two to three business days after the postcard lands, CSRs call:

“Hi [Name], did you get the postcard about our $79 tune-up? Your system’s about 12 years old; we’d love to lock in a quick check before heat hits. Tuesday or Thursday work better?”

Week 2 – Email + SMS

• Email: Subject: “Last Tune-Up Slots Before Summer.” Recap the postcard offer, link to book, remind of the promo code.
• SMS: “🏡❄️ [Co]: $79 tune-up ends Friday. Reply YES for a slot. STOP to opt out.”

Week 3 – Final Call or Email

Circle back to anyone unbooked:

“We’re closing our preseason schedule Friday—want the last open slot?”

Drop anyone who declines into a light-touch nurture list for fall.

Bottom line: Your next 30 days of shoulder-season revenue are already sitting in ServiceTitan. Filter for aging systems with no recent permits, mail an offer that they can’t ignore, and call while the postcard is still on the fridge. With a little data and a tool like Arch to surface the signals, you can turn quiet months into a predictable pipeline, no new leads required.

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