Make customer buy new router?

[freedomit]

We have just taken on a new client and are trying to sort out various issues, one thing they want setup is VPN. They currently have a Juniper SRX110H2-VA which i think is about a year old. The problem is all our clients use Draytek routers and myself and my staff are trained and familiar with them. I could probably work out the Juniper but then i have to train my staff and as they will rarely login to it i know when the time comes they will have probably forgotton. So do you thinks its reasonable to tell the client they have to buy a Draytek router or do you think i should try and expand my skill set and work with it? How would you pitch it to the client?

 

[GTP]

Just my opinion, but I would tell them that you and your staff are trained in all things Draytek and in the interests of consistency you suggest they update to a Draytek.
You could maybe let them have it at cost as an act of good faith?

 

[SAFCasper]

Just my opinion, but I would tell them that you and your staff are trained in all things Draytek and in the interests of consistency you suggest they update to a Draytek.

Similar thinking here. Don't refuse to setup the Juniper but make them aware you and your staff are trained in Draytek. You won't be able to provide the same level of support using a Juniper.

I would also increase my setup fee for the Juniper compared to a Draytek. You aren't familiar with Juniper. Likely you will have to do research beforehand and the setup will take you longer. I'd charge 50% more for setting up the Juniper compared to setting up a Draytek. Another reason for them to upgrade.

 

[freedomit]

Thanks guys. I’m also thinking of pitching the Draytek 2862Ln that includes a 4G modem so that’s another selling point over the Juniper.

 

[Markverhyden]

Thanks guys. I’m also thinking of pitching the Draytek 2862Ln that includes a 4G modem so that’s another selling point over the Juniper.

That's the proper way to pitch it. They would understand it, requesting they buy a new router, if it was an old router from some defunct company or a consumer box.

 

[Slaters Kustum Machines]

We tell our managed clients that our rates are based on standardization, including hardware, services and processes. It's easier and quicker for us to support the same equipment across all clients. It's also easier to stock items if you use the same items across all clients. If they want to use equipment outside of your standard equipment, do it, but charge a premium for it and when it actually needs replacement put your standard hardware in place.

 

[HFultzjr]

You can "convince" them with your pricing structure and the benefits.

 

[Your PCMD]

I have to agree with @Slaters Kustum Machines on this one. I too rely on standardization. Being across the board with my equipment makes my stock easy to attend to and keep up with. I sell only two brands of networking equipment, anything outside those two gets a premium charge on the equipment, not necessarily the labor. Of course potential clients know this up front so they can make their decision based on transparency.

 

[freedomit]

Not something I have really thought about before but definitely need to write into my contracts. This customer is already signed so I will have to convince them in other ways.