There’s nothing worse than finishing an install with a new client only to have them turn down a routine service plan. As techs, we know the importance of preventative work and regular maintenance. For customers, it’s not always so obvious. Many people only see the front-end dollars and cents. They think, “Hey, it’s brand-new. It’s working. What is there to worry about?” As a pro, you can probably rattle off every possible answer to that question in just a few minutes. This article is an opportunity to look at how to prove the long-term value of service plans — even to clients who don’t see the point.
So, why do people turn down service plans? Well, there are plenty of reasons, and, from the customer’s perspective, they’re all pretty valid. The key is to understand where the clients are coming from and be able to address the root of their concern. Here’s the thoughts of some imaginary people to use as an example.