TLDR
- Three standard seasonal packages (Basic, Expanded, Premium) with clear inclusions to speed quotes and reduce risk.
- A fast 7-day activation sprint to build the sales kit, onboarding flow, and milestone calendar for your crew.
- Data-driven reviews, quick complaint remediation, and a simple recovery playbook to turn upset customers into repeat buyers.
Seasonal Contracts Playbook
Quick summary
This playbook gives step-by-step moves to sign clients fast, protect margins, and turn upset customers into repeat buyers. It uses simple rules, short timelines, and clear checks that teams can run with right away. Each section has a short how-to action and measurable outcomes.
Position the seasonal offer
Start by auditing backlog and weather windows. Set clear season goals: revenue, crew utilization, and signed work. Use the audit to size offerings and to pick which projects move first.
How to: Position the seasonal offer
Steps: Audit backlog → forecast weather windows → set targets for revenue and utilization.
Outcome: Aim for a 10% lift in signed seasonal contracts in the first month.
Suggested minimum checks:
- Backlog depth (count of queued projects).
- Available crew hours this season.
- Weather window days per project.
Activation playbook — quick client wins
Pre-season discovery sprint
Run a short needs matrix from backlogs, weather windows, and crew capacity. Use a simple rule to guide package selection.
Decision rule: if backlog > 3 projects AND weather window ≤ 30 days → recommend Expanded or Premium package.
Standardize scope and packages
Create three standard seasonal packages. Make inclusions clear and show how each reduces client risk versus ad-hoc work.
| Package | Included services | Lead-to-quote | Typical price uplift |
|---|---|---|---|
| Basic | Scope-defined mobilization, standard materials, 1 site visit | 24–48 hrs | 0% (baseline) |
| Expanded | Priority scheduling, extended warranty, 2 site checks | 24–48 hrs | +8–12% |
| Premium | Dedicated crew, expedited materials, weather buffer | < 48 hrs | +18–25% |
| Add-on: Rapid Recovery | Expedite materials, priority rework, discount on next job | < 24 hrs | Applied as credit |
| Notes: Price uplifts are illustrative ranges for season planning. Use local cost data to set final fees. | |||
Onboarding and early feedback
Send a 24-hour welcome sequence with scope, milestones, and cadence. Capture early feedback automatically so small issues are fixed before they grow.
AI-boosted estimation
Use lightweight forecasting to size materials and crew. Present a confidence margin, for example ±10%, so sales and field teams protect margin.
How to: Activate a new client in 24 hrs
Run the needs matrix → pick a package via the decision rule → send onboarding packet and a milestone calendar.
Outcome: Signed scope or clear next step within 24–48 hrs; lead-to-quote ≤48 hrs.
Turn angry customers into fans
Resolve fast. Short timelines and simple language rebuild trust. Separate pricing/workmanship issues from scheduling issues so fixes match the root cause.
- Delay
- Assign a recovery owner, set a fix timeline, and offer a recovery package (expedite, credit, or re-prioritize).
- Miscommunication
- Use a corrected scope document and a single point of contact. Confirm acceptance in writing.
- Scope creep
- Document added work, provide a fast quote, and schedule acceptance so the client sees choice.
Complaint → remedy pairs
Each triage gets an owner and a 48-hour target to resolve. Use a script that acknowledges impact, explains next steps, and asks for acceptance.
Example script: “We heard the issue. Here is what we will do in the next 48 hours. Will this fix meet your needs?”
Status: Ready to assign complaint owners and begin 48-hour remediation cycles.
How to: Resolve high-impact complaints
Triage complaint → assign owner → remediate within 48 hrs → confirm client acceptance.
Target: Restore NPS by 10 points after resolution.
Data-driven decisioning for seasonal cycles
Run compact quarterly plans. Tie pricing triggers to material or labor shifts. Track a few high-value metrics each week.
| Metric | Target | Frequency |
|---|---|---|
| Lead-to-quote | ≤48 hrs | Daily |
| Win rate by package | Track by tier | Weekly |
| On-time completion | ≥ 90% | Weekly |
| Customer satisfaction (CSAT) | Target: improve season-over-season | Per job |
| Use these metrics to trigger pricing or crew shifts. Search keywords: seasonal metrics, lead-to-quote, on-time completion. | ||
If local construction spending index drops >5% vs prior month → trigger repricing and crew reallocation.
How to: Run a seasonal review
Compare backlog vs a local index and current resource utilization. Apply pricing triggers or shift crews to limit overruns.
Outcome: Keep overruns ≤5% of forecasted hours.
Execution gaps and opportunity moments
Track missed leads, late pricing, drops in reviews, and flipped sentiment. Each must have a clear owner and a short turnaround plan.
- Late pricing responses
- Expedite alerts, clear owners, 24-hr turnaround for client-ready proposals.
- Missed lead alerts
- Log reason, assign action, and re-engage within 72 hrs with a tailored offer.
- Drops in reviews
- Fix root causes within 48 hrs, offer corrective actions, and ask for an updated testimonial if appropriate.
- Flipped sentiment
- Detect early, run a personalized remediation, and convert to advocacy where possible.
Compliance checklist (pricing & testimonials)
- Disclose incentivized testimonials clearly.
- Label discounts and promotions with expiration and scope.
- Record recovery offer terms and expiration in the job file.
How to: Close the missed-lead loop
Log reason → assign corrective action → re-engage within 72 hrs with a tailored offer.
Outcome: Recover ≥30% of missed leads for follow-up.
Practical implementation blueprint
Run a focused 7-day sprint to build the core assets needed for the season: package catalog, onboarding script, milestone calendar, and a one-page recovery plan.
Update the progress value as days complete. Each day should produce a tangible asset.
- Day 1: Build package catalog and pricing ranges.
- Day 2: Draft onboarding script and 24-hour welcome sequence.
- Day 3–4: Create milestone calendar and field check templates.
- Day 5: Draft recovery plan and frontline scripts.
- Day 6: Test AI-enabled estimates and confidence bands.
- Day 7: Finalize sales kit and run a short pilot.
Confidence meter for a season-ready kit:
How to: Run activation sprint (7 days)
Create package catalog, onboarding script, milestone calendar, and a recovery page in 7 days.
Outcome: Deploy a season-ready sales kit and onboarding workflow; reduce lead-to-onboard to ≤7 days.
Map packages to Elements of Value like reliability, time savings, and risk reduction. Use this to sharpen buyer messages.
Appendix — definitions and quick references
- Decision analytics
- Simple rules and thresholds used to pick packages and priorities.
- Activation sprint
- A focused 7-day push to make sales and onboarding assets ready for the season.
- Recovery package
- A set of actions (expedite, credit, rework) offered to a client to restore trust after a failure.
- Lead-to-quote
- Time between first contact and a client-ready estimate.
Notes: Use short, repeatable plays. Simple rules scale better than complex processes in short seasons.
Final steps and next moves
Start with a one-week sprint. Measure a few metrics daily. Fix the fastest, highest-impact gaps first: lead-to-quote, missed leads, and rapid complaint remediation. Repeat quarterly and update packages based on real season data.
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