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SO WHAT’S THE BIG DEAL ABOUT MAINTENANCE?
The Importance of Maintenance Agreements in a Successful Dealership
It would be nice to have someone to help with problems at any time we need, with a monthly service charge.
Actual Quote from the 2009Restaurant Manager End User Survey
(And thanks to Mona Tidwell for opening the presentation by reading this quote for us!)
Reseller RevenueSources Comparison
•Reseller 1•Reseller 2•Reseller 3•Reseller 4
Reseller RevenueSources Comparison
Reseller 1 Revenue Sources
65%
14%
12%
9%
POS System Sales
Fee for Service
Service Contracts
Credit Card Residuals
21%
Reseller RevenueSources Comparison
Reseller 1 Revenue Sources
65%
14%
12%
9%
POS System Sales
Fee for Service
Service Contracts
Credit Card Residuals
21%
Reseller RevenueSources Comparison
Reseller 1 Revenue Sources
65%
14%
12%
9%
POS System Sales
Fee for Service
Service Contracts
Credit Card Residuals
Reseller 2 Revenue Sources
76%
6%
15%3%
POS System Sales
Fee for Service
Service Contracts
Credit Card Residuals
21% Recurring Revenue
Reseller RevenueSources Comparison
Reseller 1 Revenue Sources
65%
14%
12%
9%
POS System Sales
Fee for Service
Service Contracts
Credit Card Residuals
Reseller 2 Revenue Sources
76%
6%
15%3%
POS System Sales
Fee for Service
Service Contracts
Credit Card Residuals
21% Recurring Revenue 18% Recurring Revenue
Reseller 3Revenue Sources
87%
9%0%
4%
POS System Sales
Fee for Service
Service Contracts
Credit Card Residuals
Reseller RevenueSources Comparison
Reseller 1 Revenue Sources
65%
14%
12%
9%
POS System Sales
Fee for Service
Service Contracts
Credit Card Residuals
Reseller 2 Revenue Sources
76%
6%
15%3%
POS System Sales
Fee for Service
Service Contracts
Credit Card Residuals
21% Recurring Revenue 18% Recurring RevenueReseller 3
Revenue Sources
87%
9%0%
4%
POS System Sales
Fee for Service
Service Contracts
Credit Card Residuals
4% Recurring Revenue
0% Recurring Revenue
Strategy For Boosting Maintenance Revenue
Recognize the Value of Your Services
Strategy For Boosting Maintenance Revenue
Recognize the Value of Your Services
Service Contracts as Part of Your Sales Process
Procedures to Get All of Your Customers on to Maintenance
Designing Maintenance Agreements
Administering Maintenance Agreements
What does this mean to your business? ?
Real Profitability
Total Annual Rev: $570,000 21% Recurring Rev: $ 120,000 Profit on Recurring Rev: 66%
Real Profitability
Total Annual Rev: $570,000 21% Recurring Rev: $ 120,000 Profit on Recurring Rev: 66%
Profit Margin on New Sales vs Profit on Recurring IncomeLower System Prices Lower Hardware Cost / Better
Dependability
Real Profitability
Total Annual Rev: $570,000 21% Recurring Rev: $ 120,000 Profit on Recurring Rev: 66%
Recurring Revenue Profit: $79,200 (60 clients)
Recurring Profit Per Customer: $1,320
Step 1. Recognize your value
Your Services
Are Valuable
Step 1. Recognize your value
• Give your clients a choice
•Less than $3 a day
•Tel. & Remote Support
•Discounts on other parts & labor
Step 1. Recognize your value
• Give your clients a choice
•Less than $3 a day
•Tel. & Remote Support
•Discounts on other parts & labor
Step 1. Recognize Your Value
•The service you provide to keep MISSION CRITICAL POS Systems running smoothly is crucial to your clients…
Step 1. Recognize Your Value
•The service you provide to keep MISSION CRITICAL POS systems running smoothly is crucial to your clients…
…and they know it !
COSTSStep 2. Acknowledge The Costs
• MAINTAINING A SERVICE STRUCTURE
Phone Systems, Answering Services, Pagers, Mobile Phones & Blackberries
COSTSStep 2. Acknowledge The Costs
• COSTS OF MAINTAINING A SERVICE STRUCTURE
Phone Systems, Answering Services, Pagers, Mobile Phones & Blackberries
Technicians and Other Office Staff
COSTSStep 2. Acknowledge The Costs
• COSTS OF MAINTAINING A SERVICE STRUCTURE
Phone Systems, Answering Services, Pagers, Mobile Phones & Blackberries
Technicians and Other Office StaffYears of Training, Continued Education (PCI)
COSTSStep 2. Acknowledge The Costs
• COSTS OF MAINTAINING A SERVICE STRUCTURE
Phone Systems, Answering Services, Pagers, Mobile Phones & Blackberries
Technicians and Other Office StaffYears of Training, Continued EducationMaintaining an Inventory of Equipment
COSTS
$Step 2. Acknowledge The Costs
• COSTS OF MAINTAINING A SERVICE STRUCTUREPhone Systems, Answering Services,
Pagers, Mobile Phones & Blackberries
Technicians and Other Office Staff
Years of Training, Continued Education
Maintaining an Inventory of Equipment
$
$
$
$
Step 3. Sell It From The Start
Service Contracts as Part of Your Sales Process
Sell It From The Start
Step 3. Sell It From The Start
“I’m afraid to bring it upbecause my competition doesn’t!”
Step 3. Sell It From The Start
“I’m afraid to bring it upbecause my competition doesn’t!”
Irresponsible Careless Unprofessional
•Discuss maintenance from the start
Step 3. Sell It From The Start
“I’m afraid to bring it upbecause my competition doesn’t!”
•Discuss maintenance from the start
•Use it as a differentiator
Irresponsible Careless Unprofessional
Step 3. Sell It From The Start
“I’m afraid to bring it upbecause my competition doesn’t!”
•Discuss maintenance from the start
•Use it as a positive differentiator
•Be a ‘Consultant’ with a long term, not shortsighted, approach to the relationship
Irresponsible Careless Unprofessional
Step 3. Sell It From The Start
“I’m afraid to bring it upbecause my competition doesn’t!”
•Discuss maintenance from the start
•Use it as a positive differentiator
•Be a ‘Consultant’ with a long term, not shortsighted, approach to the relationship
•Present it so well that they question what the competitor is offering
Irresponsible Careless Unprofessional
Procedures
•Be specific about the value in coverage:• Access to Support (online and telephone)
• Preventive Maintenance (cleanings, checkups)
• Unlimited Upgrades via SUP if you choose• Discounts on non-contract parts & services (Show price sheet for Contract vs. Non-Contract)
Procedures
Ok. I’m in... Now What??
Procedures
•Establish a clear timeline for when Initial Support expires and Maintenance Coverage begins
Procedures
•Establish a clear timeline for when Initial Support expires and Maintenance Coverage begins
•Demonstrate your responsiveness, and ability to quickly solve issues during Initial Support, and be proactive about contacting them early on:
“ Hi, this is Edgar- I’m just calling to make sure everything is going well for you”
Procedures
•Establish a clear timeline for when Initial Support expires and Maintenance Coverage begins
•Demonstrate your responsiveness, and ability to quickly solve issues during Initial Support, and be proactive about contacting them
•Make contact 7-10 days before the Initial Support period expires
Procedures
•Establish a clear timeline for when Initial Support expires and Maintenance Coverage begins
•Demonstrate your responsiveness, and ability to quickly solve issues during Initial Support, and be proactive about contacting them
•Make contact 7-10 days before the Initial Support period expires
•Price your NON-Contract Rates so high, the maintenance agreement is a ‘No-Brainer’
Procedures
•If they decline, have them read and sign the Rate Sheet and leave a copy with them.
•Offer the contract again when they make the first non-contract service call
Procedures
HANDLING NON-CONTRACT CALLS•Estimate the Cost of the Job•Charge then the highest rates possible•COD Before Any Work Is Done(Ccard by Phone or COD when you walk in the door)
•If you go over, Bill the Balance•If they don’t pay their balance timely, they are cut off.
Procedures
Don’t Be Afraid Of Your Customers•Enforce your policies
•Charge for ALL Service
•Earn their respect
Existing Client Procedures
What can I do about my existing
customer base??
Existing Client Procedures
Mine the gold you already own
Existing Client Procedures
• Develop a ‘Suite’ of Maintenance Options• Software / Phone & Remote Access: 9-5 Biz. Hrs• Software / Phone & Remote Access: 24/7• Comprehensive SW/HW Coverage : 24/7
Existing Client Procedures
• Develop a ‘Suite’ of Maintenance Options• Software / Phone & Remote Access: 9-5 Biz. Hrs• Software / Phone & Remote Access: 24/7• Comprehensive HW/SW Coverage : 24/7
• Offer Payment Options• Monthly, Quarterly, Semi, or Annually• Consider Discounts for annual pre-payment• Seasonal: Consider Peak Season Billing
Existing Client Procedures
• Send Letter To Clients• Explain The Coverage Options•
Existing Client Procedures
• Send Letter To Clients• Explain The Coverage Options• Specifically State Services and Benefits
Existing Client Procedures
• Send Letter To Clients• Explain The Coverage Options• Specifically State Services and Benefits• List The Payment Options
Existing Client Procedures
• Send Letter To Clients• Explain The Coverage Options• Specifically State Services and Benefits• Explain The Payment Options• Provide Existing Contract Client References
Existing Client Procedures
• Send Letter To Clients• Explain The Coverage Options• Specifically State Services and Benefits• Explain The Payment Options• Provide Existing Contract Client References• Ask Them To Select By A Specific Date
Existing Client Procedures
• Send Letter To Clients• Explain The Coverage Options• Specifically State Services and Benefits• Explain The Payment Options• Provide Existing Contract Client References• Ask Them To Select By A Specific Date• Automatically invoice for Basic Support if
they don’t respond.
Existing Client Procedures
• Follow Up !• Create a task in your company specifically
for the purpose of acquiring maintenance contracts
Existing Client Procedures
• Consider Outsourcing or A Part Time Position• 1 or 2 hours / day, 2 or 3 days week• Try it for a couple of weeks• Minimal investment ($12-15/hr)
Existing Client Procedures
• Consider Commission-Based Collections
• Provide Incentives for Collecting AND Servicing the Account
• Get the technicians invested!• Share the love ~ $$$
Recap
• Revenue, Stability, Higher Profits
• Your Value
• Maintenance in the Sales Cycle
• Getting All Clients On Maintenance
Designing Maintenance Contracts
Designing Maintenance Contracts
• Services Provided
•Phone Support- biz. hrs, after hrs and holidays •On-site Support- biz. hrs, after hrs and holidays •Training Sessions (at your office or on-site) •Business Consulting•Self-help FAQ’s & Troubleshooting •Offsite Data Backup •PCI Compliance Monitoring •Loaner Equipment •Equipment Warranty Handling
Designing Maintenance Contracts
• Maintenance Incentives
•Reduced Support Rates •Software Maintenance (installing patches as required) •Regular Preventive Maintenance Visits •Free Software Upgrades (SUP- more on this later) •Software Discounts (add on modules) •Special Consumable Pricing
Subscription Upgrade Plan
Subscription Upgrade Plan
Subscription Upgrade Plan
All RM Software Version UpgradesLow Monthly Price
Subscription Upgrade Plan
• $10 month / First Station• $5 month / Additional Station• $3 month / Handheld License
Subscription Upgrade Plan
•3 Stations = $20 / Month ($240/yr)
•Annual Software Support $695 - $995
Upgrade Promotion
END OF YEAR UPGRADE PROMOTION
Upgrade Promotion
Upgrade Before Jan 31
1 Free Module + 1 of the following
• 1 Skip Charge Waived ($300 value) • 25% Reseller Cost Discount• 50% Reseller Cost Discount / SUP
Upgrade Promotion
3 POS v14Upgrade to v17: $ 1,200.00Module: $ 400.00
$ 1,600.00
With SUP: $ 600.00 Without SUP: $ 900.00
Upgrade Promotion
FREE MODULE IS YOUR’S
TO USE AS LEVERAGE
Strategy For Boosting Maintenance Revenue
Administering Maintenance Agreements
•Sample Contracts
•Communications Tools
•Billing Tools
•CRM – Help Desk Software
Administering Maintenance Agreements
•Sample ContractsAvailable on Dealer Services
Administering Maintenance Agreements
Key Contract Specifics
•The Scope Of Coverage
•Specific Services Provided
•Exclusions
•Hours / Days of Coverage
•Customer Responsibilities
•Definitions of Maintenance Terms
Administering Maintenance Agreements
Customer Responsibilities
•Use a ‘Checklist’ before they call
•Basic cleaning
•Authorized callers
Administering Maintenance Agreements
•Communication
AccessLine SmartNumber (accessline.biz)
Call Forwarding Service
Administering Maintenance Agreements
•Communication
AccessLine SmartNumber (accessline.biz)
Call Forwarding Service
Eliminate Expensive Live Answ. Svcs
Administering Maintenance Agreements
•Communication
AccessLine SmartNumber (accessline.biz)
Call Forwarding Service
Eliminate Expensive Live Answ. Svcs
Toll-Free Number
Simple Web Interface
Administering Maintenance Agreements
•Communication
AccessLine SmartNumber (accessline.biz)
Schedule 1: Tom, Jerry, Bob, JaySchedule 2: Jerry, Bob, Jay, TomSchedule 3: Bob, Jay, Tom, JerrySchedule 4: Jay, Tom, Jerry, Bob
Administering Maintenance Agreements
•Communication
AccessLine SmartNumber (accessline.biz)
Clients get ‘Direct Connection’ butPersonal Phone Numbers Protected
$9.95 - $19.95 / month
Administering Maintenance Agreements
•Billing and CRM Tools
Wide Range of Products
From Free up to Professional
Administering Maintenance Agreements
Intuit Billing ManagerFree - Web Based InvoicingAccept Credit CardsRecurring BillingIphone Mgmt App Iphone CreditCards
Administering Maintenance Agreements
Other Free and Low-Cost ProductsFreeCRM.com - (CRM)ZohoCRM zoho.com - (CRM)CitrusDB - (CRM)Quickbooks - (Accounting)SysAid Free – (Help Desk)
Administering Maintenance Agreements
Manage Recurring PaymentsPCCharge Pro – (Schedule automatic credit card charges for monthly or other periodic billing)
Mercury Payment - (ACH Direct Payment Processing)
Administering Maintenance Agreements
Professional CRM Software •Service Reminders•Help Desk / Ticket Tracking•Inventory and Asset Management•Quotes and PO’s•Project Management•Contract Management and Billing
Administering Maintenance Agreements
Professional Software •TigerPaw•Service CEO•Karisoft•Eclipse
Administering Maintenance Agreements
Best Practices•Preventive Maintenance•Proactive Calls•Update Contact Info•Call OR Visit Confirm Satisfaction
GOAL100% Of ClientsOn Maintenance