Offering Critique

[Mike McCall]

This thread has been good for me in a number of ways. First, it has allowed me to check myself on this before I took it "live" and tried to sell it. Second, I've been able to gain some consumer insight that is very valuable. Third, I'm finding that everyone seems to have a slightly different take on what such a residential offering should include and what it should cost.

One offering that I particularly like is the one from @Slaters Kustum Machines. I was quite taken back by all that Adam offers for a measly $7.95mo. The more I chewed on that the more intrigued I became. I figure he's charging enough to cover his direct costs and adding the cost of a cup of coffee each month. Collect 30 clients and you'll never have to buy your own morning coffee again. While I like the idea (and I really do), I'm not currently in a position to offer that. I simply need to make more from my residential clients.

However, that does raise some very interesting questions for me. One of the most important questions (to me) I have to ask is, what really is driving the decisions I'm making? @Slaters Kustum Machines, and @cypress both agreed my pricing was too high. Offering free virus removals was also suggested, and I resisted, citing concern over abuse. Why? Am I really that concerned that someone will take advantage of me? I hope not, and I don't think that's really it. Actually, I think it's worse than that.

The more I tried to find a balance that made sense to me, the more resistant I became. I found that I was resistant to giving away any more than I had to, for any less than all I could get. Ah, now we get to the heart of the matter, and I have to call myself out on it. I've been allowing my own financial discomfort be the motivation behind my decisions. There's nothing wrong with being profitable. I'm all for a free marketplace and all that. Bad motivations make bad business partners. I don't want such motivations to be a part of my business, or a part of me. So, I'm going to leave this issue alone over the weekend and use that time to gain perspective again. I'm better than this, and I want my business to be too.

 

[cypress]

Yeah this is something that can take awhile to finalize. Worried about clients trying to abuse that unlimited virus removal?

Technibble business kit and have them sign that contract. Most clients it won't even be an afterthought but there are some out there they go down the rabbit hole very often.

 

[Mike McCall]

Yeah this is something that can take awhile to finalize. Worried about clients trying to abuse that unlimited virus removal?

Technibble business kit and have them sign that contract. Most clients it won't even be an afterthought but there are some out there they go down the rabbit hole very often.

Well, sometimes one is just wrong-headed and needs to address that. Worried about it? Perhaps a little. I was more concerned about setting up a scenario where I would be giving away services without compensation. What I found is that I was really concerned about losing money than anything else. My motives behind what I do matters to me. That doesn't mean I always get it right, just that I try to be aware of them and act according to my personal beliefs and values. I was wrong in this because all I was looking at was the money. I'm not in business to go broke, but I don't need to be a greedy pinhead either. I was wrong and I needed to deal with it, for me, personally.

What I've decided is that I like what Adam - @Slaters Kustum Machines is doing. I'm not able to directly duplicate it, and I don't know how he'd feel about that anyway. What I can do is offer:

24/7 Monitoring
Daily Health & Safety Checks
Automated Daily Maintenance
Windows Service Checks
Windows & 3rd Party Update Management
Managed Business-Grade Antivirus
Real-Time Anti-Malware Protection
Web Content Filtering

for $9.95mo.

It doesn't offer free labor such as virus removals, or discounted labor, but it does provide needed services affordably. I'm still free to discount labor as I wish, but I'm not obligated to. I may include 10-15% off labor for those on the plan internally, so it's a pleasant surprise and not an enticement. Just a perk of being a customer in good standing.

 

[cypress]

• 24/7 Computer Health and Error Monitoring
• Ad Block Protection
• Daily System Maintenance
• Windows Update and Patch Management* (Install updates, basic troubleshooting for failed updates)
• 3rd Party Software Update and Patch Management* (Keep commonly used Software up to date)
• Hard drive space monitoring with trending (so we can tell if your hard drive will run out of space)
• Crypto Prevent (Prevents Ransom ware attacks)
• Managed Ant-virus
• 10% Off Services

This is what I offer as my base package or otherwise known as my Bronze Package. Mike you got a good thing going. I say stick with it.

 

[Mike McCall]

I don't have your website, it's not in your profile, so I don't know the packages you offer or pricing. At this point I'm offering a single product rather than various options. So far, the comments here have suggested that offers of free/discounted labor haven't been of much interest to residential clients. They want the bottom line - what they get and what will it cost. I have no problem expanding the offering if there's interest, I just need to begin getting some traction and this seems a good place to start.

 

[HCHTech]

Hard drive space monitoring with trending

Cypress, I'm interested in this little detail. How do you provide trending? Is it built into the RMM or do you do something extra?

 

[Slaters Kustum Machines]

Well, sometimes one is just wrong-headed and needs to address that. Worried about it? Perhaps a little. I was more concerned about setting up a scenario where I would be giving away services without compensation. What I found is that I was really concerned about losing money than anything else. My motives behind what I do matters to me. That doesn't mean I always get it right, just that I try to be aware of them and act according to my personal beliefs and values. I was wrong in this because all I was looking at was the money. I'm not in business to go broke, but I don't need to be a greedy pinhead either. I was wrong and I needed to deal with it, for me, personally.

What I've decided is that I like what Adam - @Slaters Kustum Machines is doing. I'm not able to directly duplicate it, and I don't know how he'd feel about that anyway. What I can do is offer:

24/7 Monitoring
Daily Health & Safety Checks
Automated Daily Maintenance
Windows Service Checks
Windows & 3rd Party Update Management
Managed Business-Grade Antivirus
Real-Time Anti-Malware Protection
Web Content Filtering

for $9.95mo.

It doesn't offer free labor such as virus removals, or discounted labor, but it does provide needed services affordably. I'm still free to discount labor as I wish, but I'm not obligated to. I may include 10-15% off labor for those on the plan internally, so it's a pleasant surprise and not an enticement. Just a perk of being a customer in good standing.

I like this package. And you could duplicate my package if you want. Eventually I will likely move to $9.95 like I stated first. I would like you to follow up here after 6 months and let us know how it's working for you. You may decide you can offer virus removals once you have your package nailed down. If not, that is perfectly fine. Do what works for you and your customers. I use it as a selling point. "Well look, we believe so much in our package that if you get infected with a current subscription, we will take care of it"

 

[Slaters Kustum Machines]

• 24/7 Computer Health and Error Monitoring
• Ad Block Protection - This is a very important part of the equation.
• Daily System Maintenance
• Windows Update and Patch Management* (Install updates, basic troubleshooting for failed updates)
• 3rd Party Software Update and Patch Management* (Keep commonly used Software up to date)
• Hard drive space monitoring with trending (so we can tell if your hard drive will run out of space)
• Crypto Prevent (Prevents Ransom ware attacks)
• Managed Ant-virus
• 10% Off Services

This is what I offer as my base package or otherwise known as my Bronze Package. Mike you got a good thing going. I say stick with it.

 

[Mike McCall]

I just need to get some traction, and I hope this will help. I doubt it will take six months to know how this is working.

 

[Slaters Kustum Machines]

It may not take six months to figure out how well your package works, but I think it gives a good indication, because after a virus removal I typically remind my customers of good browsing habits. After a couple months those users fall back into old habits. So it may take 3+ months to see how solid the security of the package is.

 

[Mike McCall]

Good point. Of course, that requires people to take advantage of the offer.

 

[cypress]

Cypress, I'm interested in this little detail. How do you provide trending? Is it built into the RMM or do you do something extra?

It is built into the RMM. The one I use Syspector does temp monitoring along with hard drive space monitoring. Helped me out a couple times when I was alerted that the temps of a external were getting very high.

 

[cypress]

I don't have your website, it's not in your profile, so I don't know the packages you offer or pricing. At this point I'm offering a single product rather than various options. So far, the comments here have suggested that offers of free/discounted labor haven't been of much interest to residential clients. They want the bottom line - what they get and what will it cost. I have no problem expanding the offering if there's interest, I just need to begin getting some traction and this seems a good place to start.

Offering a single product might just work best for you. I offer 3 because honestly I tend to have those different type of clients. I have those business clients that just want their computers to be looked after, when something goes down they want me to handle it. Those I offer the higher package, because that also comes with higher priority. Gold Package would be those that I see a couple times a year and might call me for some help on some simple remote jobs. I offer this to give them a better saving but pickup the recurring revenue. The Bronze like I posted before are those clients I might see once or twice a year, practically break fix stuff. Usually those are the ones that get crap on their computer 3 months later but roll with the punches until it just becomes unbearable lol.

Here is my Full Package:

BRONZE PACKAGE

$9.95 per month or $119.95 YEARLY

• 24/7 Computer Health and Error Monitoring
• Manged Ant-virus Protection
• Ad Block Protection
• Daily System Maintenance
• Windows Update and Patch Management* (Install updates, basic troubleshooting for failed updates)
• 3rd Party Software Update and Patch Management* (Keep commonly used Software up to date)
• Hard drive space monitoring with trending (so we can tell if your hard drive will run out of space)
• Crypto Prevent (Prevents Ransom ware attacks)
• 10% Off All Services

GOLD PACKAGE

$14.95 Per Month or $149.95 YEARLY – SAVE $25

• 24/7 Computer Health and Error Monitoring
• Managed Anti-virus Protection
• Ad Block Protection
• Daily System Maintenance
• Windows Update and Patch Management* (Install updates, basic troubleshooting for failed updates)
• 3rd Party Software Update and Patch Management* (Keep commonly used Software up to date)
• Hard drive space monitoring with trending (so we can tell if your hard drive will run out of space)
• Crypto Prevent (Prevents Ransom ware attacks)
• Optional DNS settings to block unwanted or inappropriate website access
• Weekly mini tune-ups
• 20% off In Shop/On Site Labor Rates
• 20% off Remote Support after 30 mins has been used.
• Unlimited Virus Removals (Covered Computer Only)
• 30 minute Remote Support every month – Priority Support $360 Value!

PLATINUM PACKAGE

$19.95 PER MONTH OR $199.95 YEARLY – GET 2 MONTHS FREE!

• 24/7 Computer Health and Error Monitoring
• Managed Anti-virus
• Ad Block Protection
• Daily System Maintenance
• Windows Update and Patch Management* (Install updates, basic troubleshooting for failed updates)
• 3rd Party Software Update and Patch Management*
• Hard drive space monitoring with trending (so we can tell if your hard drive will run out of space)
• Crypto Prevent (Prevents Ransom ware attacks)
• Optional DNS settings to block unwanted or inappropriate website access
• Weekly mini tune-ups
• 20% off In Shop/On Site Labor Rates
• 20% off Remote Support after 30 mins has been used.
• Unlimited E-mail Support
• Unlimited Virus Removals (Covered Computer Only)
• 30 minute Remote Support every month – Priority Support $360 Value!
• Install, Configure and Monitor Data Backups with Backblaze Unlimited Backup

 

[Poetik92]

I like the offerings here, I'm in the process of adding this to my site for home users and trying to create something similar for businesses maybe with unlimited labor for $30 per computer + $100 fee per month? what are you guys recommending for your monitoring/remote & mini tuneups/update management & daily maintenance. I doubt the solution is remoting in to every pc every day.

I currently use mHelpdesk & Instant house calls since they both have solo plans at great prices. I've been installing kabuto on clients computers but it appears that a proper monitoring program would offer more.

 

[cypress]

I use Kabuto as well, they are close to adding in Managed Anti-virus from what I have been reading on their forums. That will work nicely with Kabuto for some basic monitoring along with managing the Anti-virus software. I use an RMM to monitor temps, push Windows Updates and remove programs from Control Panel silently. I also include Adblock Protection It also has a built in Remote Desktop but that is a little buggy.

I have one client that I go On Site once a week for an hour just to visually check everything is okay. Make sure the backups are correct along with doing some physical cleaning of the machines here and there due to the environment. Once you have everything established setting up block of hours is fine. Your price of $30 per computer per $100 per month should be calculated on how much time are you spending there? Are you gaining money or losing?

 

[Poetik92]

the client i have in mind has 3 computers 2 of which are used for his motorcycle repair business. the last is his wifes laptop. he's wanting as little downtime as possible in addition to once a month on-site visits for anything necessary. In my head i'm making money but with 3 workstations to work on then that one visit may run longer than expected and I could be giving away quite a bit of potential revenue. I may opt for unlimited remote support and then reduced on-site labor.

 

[Mike McCall]

Is:

• 24/7 Monitoring
• Daily System Health & Safety Check
• Automated Daily Maintenance
• Windows Service Check
• Windows & 3rd Party Update Management
• Managed Business Grade Antivirus
• Real-Time Anti-Malware Protection
• Web Content Filtering

at $19.95mo. per workstation/laptop for business reasonable?

 

[cypress]

Is:

• 24/7 Monitoring
• Daily System Health & Safety Check
• Automated Daily Maintenance
• Windows Service Check
• Windows & 3rd Party Update Management
• Managed Business Grade Antivirus
• Real-Time Anti-Malware Protection
• Web Content Filtering

at $19.95mo. per workstation/laptop for business reasonable?

Just for that, I do think it is reasonable.

 

[cypress]

the client i have in mind has 3 computers 2 of which are used for his motorcycle repair business. the last is his wifes laptop. he's wanting as little downtime as possible in addition to once a month on-site visits for anything necessary. In my head i'm making money but with 3 workstations to work on then that one visit may run longer than expected and I could be giving away quite a bit of potential revenue. I may opt for unlimited remote support and then reduced on-site labor.

Charge the $30 per month per workstation if you desire, and sell him some block of hours discounted. Maybe 2-3 hours.

 

[Mike McCall]

Just for that, I do think it is reasonable.

Okay, so I toss in unlimited remote support, should I consider a setup fee per device? I'm thinking that if I do, it should be less than the monthly charge, so $15 per device?