great upsell (express service)

[Mindfulness]

We started offering $50 express service upsells. It have been great for us. We normally are at a 1-2 day backlog to get computers on the bench. We tell the client we should be able to start on it sometime tomorrow or so, if it is really important we do offer express service for $50 if you need your computer in a hurry, this pushes you to the front of the line. I think this week we have had 7 already. Besides helping our margins, it gives the clients who want it a greatly needed service.

 

[joydivision]

The downside to this is they may think you are too slow if they don't want to pay the extra.

It is like PC shops that offer a bad pixel check on their screens, well that means if you don't pay, you will get one with dead pixels.

 

[Mindfulness]

I appreciate your input On some level we are to slow. We are not able to start all jobs immediately. I like to think busy means successful(good at what we do). If they want to someone to drop what they are doing and give them immediate service without cutting corners they might have to shop around(they will be back)

edit added later//

It takes all of my will power to let a job walk out of the shop. In the long run I know it is better for the bottom line, but in short term it is hard.

 

[PCX]

The downside to this is they may think you are too slow if they don't want to pay the extra.

It is like PC shops that offer a bad pixel check on their screens, well that means if you don't pay, you will get one with dead pixels.

I guess I am not sure what you mean by that. You can only do repairs so fast before you start cutting corners and missing things. If you turn around time is around 2 to 4 days, then most customers will feel that is a reasonable turn around time. If they want it done quicker and want to pay $50, then that is also reasonable and you can then prioritize their repair and maybe have a technician stay a couple hours later to get their repair done sooner. As long as you are clear up front about your turn around time and what they should expect if they pay for expedited services, then there should be no problem. That said, you will always have those customers who like to call that very next day for an update.


Anyways, this is a great up-sale and if a customer seems concerned about time, then you should always ask if they would like expedited services.

 

[mikeroq]

We don't offer express service, but we prioritize business machines over home machines. So if a business brings in a computer or we go pick one up, we put it on the bench almost immediately.

I could see express service being an issue, say when you sell 10 express jobs but have 10 regular jobs as well, how do you balance getting everybody out in a timely manner. It depends on how many techs you have but if you are like me, where I am the only one, it would be a nightmare.

 

[Markverhyden]

Express service is a valid product to offer. There are people out there that value their time so that includes their computer time. When I was at CompUSA we offered an express service charge. Almost all of the takers were business types. Some of the retail consumers saw it and complained that someone was getting in line ahead of them. We told them tough luck - in a polite way of course.

 

[gikstar]

So, who should come first... a managed service client with a computer that is down or a business who brings their computer in the door and pays the $50 express service?

I could see express service being an issue, say when you sell 10 express jobs but have 10 regular jobs as well, how do you balance getting everybody out in a timely manner. It depends on how many techs you have but if you are like me, where I am the only one, it would be a nightmare.

Now, for anyone who has this problem of having 20 computers to work on at a time, suggest you 'get some help', which I suspect that anyone getting anywheres close to those numbers will have backup that they can call on... it's just good business sense.

 

[kwest]

The downside to that is you are saying if they don't pay it they are not as important as a client that does later and will get done before them. Not cool in my opinion.

I charge a higher end rate to everyone and have a 24 hour turnaround time on 90% of my jobs. All are important and will get done in a timely manner. People will pay the rate because they feel like a priority. They don't need to give me extra to get better service.

 

[acesdeals]

we offer this as well but for for $15 instead and if its not ready in 48 hrs we refund the fee

although lately we are sooooo busy, i dont even mention the service

 

[PCX]

We have enough techs to implement an expedited/express service, especially now that we have a night shift. As mentioned before, the number of techs you have and your volume will determine when offering this service no longer makes sense. I would think that a maximum of 25% to 35% of your current volume would be safe. After that, it would become pretty hard to prioritize.

 

[skdmaster]

We have had a priority type service for a year now. It has worked out very well but we also state exactly what the service is. We have them sign off stating that the system will move to the front of the line but behind any other priority systems. We also state that it is not guarantee of when they get their system back but only where it stands in the queue. We also tell them how many systems might be in front of them at the time. We also give all priority clients a call daily at the end of the day with a status update. We charge $50.00 for this service plus labor rates. For others that say it is unfair or puts clients off I feel every client has the option to have this service and is their choice on how quick of a turn around they want. I have enough techs working that MSP clients or our custom built systems (system we warranty in-house) clients still take priority without messing up the queue times.

 

[seedubya]

The downside to that is you are saying if they don't pay it they are not as important as a client that does later and will get done before them. Not cool in my opinion.

I charge a higher end rate to everyone and have a 24 hour turnaround time on 90% of my jobs. All are important and will get done in a timely manner. People will pay the rate because they feel like a priority. They don't need to give me extra to get better service.

But that is the case - some customers ARE more important. I have clients that drop 20 or 30k a year to me. Do you think for one second that they don't get prority over the guy I see once overy two years. Do you think when someone yells "Server Down" I don't drop the screen replacment I'm doing and come running? Our average repair time on domestic workshop jobs with no parts required is 2.9 working days. Anything more just isn't feasible with what we can charge vs. our costs.

 

[nlinecomputers]

I would never do this. I'm not really in retail or residential work. The only residential work I do is for my business clients.

But I really can't see myself treating my clients like an airline and bumping them. Calls are run through a triage here. Server down certainly gets priority. As does internet/network down. But simply paying a one time extra fee to bump? Not going to happen with me.

 

[brandonkick]

In the residential sector (and to a lesser degree in the business sector) I think that if your not offering this service, then your losing money.

I won't give a percentage, because I don't know what it would accurately be, but I do know that many people do not want to wait 3 to 5 or more days for their machines. They want it now! If these people have the money, then let them have it now!

IF your getting enough of these kinds of requests to the point that you need to prioritize your service calls, then you need more staff. Instead of thinking of it as an upsell and a "rush job", think of it as extra money for work your doing anyway.

Premium services garner premium pricing. I know some customers might feel that the "rush job" fee is a joke and that your just too slow, but I wonder how the management at a big fancy restaurant would feel when I tell them I don't want to pay $30 for a big ribeye steak because I know they didn't pay that much for it? Will they care? Not at all.

 

[seedubya]

I would never do this. I'm not really in retail or residential work. The only residential work I do is for my business clients.

But I really can't see myself treating my clients like an airline and bumping them. Calls are run through a triage here. Server down certainly gets priority. As does internet/network down. But simply paying a one time extra fee to bump? Not going to happen with me.

We only do this on workshop residential jobs.

 

[Xander]

My turn-around time, according to PCRT, is 1.8 days (which seems high to me). Offering "Express" would be ridiculous when I can often get it back to them the next day anyway.

I suppose if you're already a slow shop and overbooked then it might be worthwhile to implement this to slow some repairs down even further.

 

[drjones]

Very good idea, I like!

I will consider implementing this in my business....

 

[uprighttech]

We offer a $40 expedite service for residential customers. This bumps them to the front of the line; no guarantees on turnaround. We don't have many people who opt for it, but some do. According to PCRT, our turnaround time at the moment is 2.6 days. We don't often get below 2 days.

 

[JCS_MN]

I've been thinking about implementing express service for a while. It's great to hear its working out for some of you. I'll start offering this, since there are always some who are unreasonable about turnaround times.

 

[SprinterTech-WI]

with no parts our average fell in Mar due to half my techs being out of state -- usually it's 2-4 biz days, and march it was closer to 6 biz days for most "standard" systems, things like tune-ups, virus removals etc... were all quicker. but we are also VERY understaffed, and interviewing like crazy... hard to find good folks. (have to be sales and techs)