In this episode
Designing a Client Loyalty Program | ft. Joe Crisara
- How to build a membership that generates recurring revenue and predictable demand
- What tradies get wrong about loyalty programs—and how to fix it fast
- The “Front of the Line” strategy that makes customers pay to be prioritized
- Why offering multiple-year service agreements can transform your business value
- How to price, pitch, and operationalize your program using scripts, tech, and smart systems
Are you constantly chasing new leads while your past customers quietly slip away?
In this episode of The Site Shed, Matt Jones is joined by legendary sales and service expert Joe Crisara to break down one of the most overlooked growth strategies in the trades: Client Loyalty Programs. Joe shares how tradies can create recurring revenue, higher customer retention, and steadier cash flow—all by designing a membership program your customers actually want.
Whether you’re running a plumbing, electrical, HVAC, or maintenance-based business, this episode will show you how to build a loyalty program that keeps the work flowing, even in the slow seasons.
Key Takeaways
- Loyalty = cash flow: Most businesses overlook the goldmine in their past customers. Loyalty programs tap into it.
- Use the VIP model: Always brand your program as a premium “VIP” experience to boost perceived value.
- Benefits that matter: Customers care most about fast service, waived callout fees, extended warranties, and convenience.
- Price it right: Don’t undercharge. Aim for $200+ annually and offer multi-year options to stabilize revenue.
- It’s not just maintenance: These programs sell access, reliability, and peace of mind—not just tune-ups.
- Everyone should know it: From your receptionist to your techs, make sure the whole team knows how to talk about and sell the program.
Who Should Listen?
- Tradies in plumbing, HVAC, electrical, landscaping, etc.
- Service business owners looking to increase customer retention
- Teams wanting more consistent work and less lead chasing
- Businesses struggling with seasonality or price objections
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