On September 20, 2014 at 11:15, Impaqt said...
Sell a Service/Phone Support contract with every system then.
There are all kinds of ways to value add to a project that not only helps revenue, but provides you tools to diagnose and even correct issues from the office without rolling a truck.
we sell remote support with all of our Control4 and Savant systems. this covers the Control4 4sight and Logmein for Savant plus a little extra($100) to cover phone support for the year.
We also do Panamax/Furman Bluebolt Products and Ubiquity Mfi. They also get a "Remote support" sold along with them to help cover time involved in those phone calls. Tthe clients are generally thrilled the first time we are able to reboot their cable box, or HDMI transmitter without a truck roll.
This is the only way to do it ^^^
Phone company cable etc all charge monthly so its in their best interest to take the phone calls. Keep in mind thought that most don't have 24 hour tech support. All force you to prove your identity multiple times as you get bounced up to someone who can finally fix your problem...or not. Our clients have direct access to someone who knows them and who can actually fix their problem. This is a very valuable service in and of itself. No one with a windows problem gets to talk to Bill or Steve.
Sell a service contract. Features of the service contract include remote system troubleshooting and management...24 hour support etc. Customers not interested in the service contract can contact you during normal business hours.
How to handle all these calls? My cousins work as locksmiths. They have a mobile phone that gets after hour support calls. The locksmiths take turns keeping the phone all week. They are paid a flat rate to take the phone home. Then they are paid a percentage of whatever the service fee is even if its covered under warranty etc. This is HUGE motivation to have your employees agree to be the 24 hour support guy. The locksmiths fight over who gets to take it over the weekend.
