Joseph Kolchinsky is the founder of OneVision Resources and investor of companies in the personal and home technology industry. He is also a frequent speaker on the evolving nature of supporting the connected home and related IoT.
The nature of my work gives me the opportunity engage with integrators all over the country on a regular basis. One of the topics that comes up most often during these conversations is the growing importance of, and challenges associated with, providing quick, reliable support for clients, especially after hours.
If, instead of looking at service as an inherent liability, you view it as a chance to be part of the solution, you begin to see the whole picture of service. It starts to look less like a game of technological whack-a-mole, and more like a market with infinite demand. There is valuable need to be served here, and who better to play the hero than you?
There is no getting around the fact that service is a demanding, around-the-clock endeavor. However, there are simple and effective strategies for providing a great service experience while still managing your after-hours workload.
Getting compensated for 100 percent of the service that you provide is growing ever more critical. But billing for basic support can be a real challenge since many of your clients have simply come to expect solutions. There's one simple change you can make to your proposals that can effectively address this challenge.
It turns out that many integrators are still viewing the term “service contract” as synonymous with a “paid service plan.” But this is a fundamental misunderstanding of what a service contract is meant to accomplish.
As the industry-wide dialogue surrounding service-based pricing strategies continues to gain momentum, it’s become more important than ever that we are all speaking the same language.
Success with RMR requires great service. Here are the five tools you’ll need to get started.
Paralysis by analysis is one of your biggest enemies if you’re just getting started with service plans. Hoping to make these plans as valuable as possible, you may be tempted to over-complicate your offerings with all sorts of bells and whistles.
My road to $100,000 of RMR as an integrator was riddled with potholes, and I think I hit every single one, including my decision early on to bill clients annually instead of monthly.
Our industry is facing a serious challenge. It comes in the form of a deep-seated belief on the part of our clients that we should provide instant support for free, indefinitely.
The full BP900 speaker family
BP9060 Bipolar Tower Speaker
A close up of the base of Definitive Technology’s BP9060 and its height-channel module
The iconic Definitive Technology logo.
Looking down at the Definitive Technology BP9060 Bipolar Tower Speaker
An example of the BP9060 speaker towers at home.
The CS9080 component center channel speaker
The back panel of the CS9080
A width up shot of the CS9080
The A90 component height modules
The A90 height module integrated with the BP9060 tower speaker
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