Let’s state the obvious; Service is good, Service revenue is good, Serving our customers is good…..no need for debate or discussion. Everyone acknowledges service is profitable and it helps retain customers. I’ve never dealt with someone who stated…“I make so much money installing products and systems I don’t need the service revenue”. When the discussion turns to investing in service marketing the conversation usually gets apologetic, or some just plead guilty. Very few firms actually set aside funds for service marketing aids or service sales training. Technical training sure, software investment often, but putting some commitment and dollars specific to service marketing, it’s the exception. That leaves sales and marketing efforts that are dated and out of touch with current conditions. Sales reps have no formal service sales training and utilize service agreements that demonstrate little value to prospective clients.
When discussing the cost of providing service marketing help almost all clients are surprised. In all honesty few clients have anything to compare my services to when discussing the dollars involved. Many just perceive that a consultant is expensive and they can’t afford one. The reality is the cost is usually similar to an additional sold service agreement or two. So that means if you can close one or two proposals that weren’t sold, or are stuck somewhere, the investment payback is usually a few weeks. And like most investments it keeps rewarding you moving forward. More quotes, more sales, higher profits, and building a base of RMR. Looking at it from the other perspective it would have paid for itself already by having sold the service agreements that were lost. Regardless of company size investing in service marketing is a smart business decision.