Let’s assume all service sales marketing programs begin with well thought out strategies and goals. We’ll also assume detailed plans have been developed to map out the tactics, tools, and resources required to launch the strategy, and meetings have been held to introduce and discuss the plan with all parties involved.
Service Revenue Without Installation Overhead
I was part of a panel discussion regarding how to grow service at a life safety industry trade show. Many of the firms attending were planning to expand their brand by adding an additional product line. Some of the mentioned additions included fire alarm, sprinkler, sound, security, etc. The primary justification for adapting their business model is the lucrative service, RMR, available for this type of equipment once installed. Most agreed that service was the goal as profit margins, on the installation of these systems, wasn’t very attractive. Additionally, a significant investment would be required in design and engineering skills and a fairly steep learning curve. Everyone seemed to agree that it was worth the effort and risk.
Continue ReadingWhy Invest in Service Marketing?
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 have 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 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.
Continue Reading
Perfect for all personnel involved in service sales, this book describes the keys to success for selling service on technology-based products and systems. Anyone indirectly involved in service sales such as technicians, engineers, administrative assistants and others who work with customers will also find the book beneficial.
Readers will learn the unique skills and methodology required to be successful from the industry expert.