Thank you to everyone who joined us for Selling Service, our insightful panel discussion moderated by Jason Griffing, OneVision’s Director of Product. The session featured invaluable expertise from Brad Camp, OneVision’s Director of Business Development, and Patrick Martinez, Elite Sales Academy Leader, offering actionable strategies to elevate your service operations.
Keep reading for a comprehensive recap, packed with key takeaways to help you transform your service department into a powerful growth engine for your business.
Mindset
Start From a Place of Confidence–You Deserve Work-Life Balance
Confidently positioning service memberships to clients doesn’t have to be a “fake it till you make it” effort. Consider the strain service puts on you and your team when expectations aren’t shared ahead of time with your clients. And ask yourself: “Do I want to step away from holiday activities with the family to take a call?”
And guess what? More often than not, clients appreciate having service plans in place. It helps them understand the complexity of servicing their system and sets clear expectations for everyone involved.
Think of service plans as an investment in your future life and your future self and the confidence in presenting these plans to the clients will follow.
It’s a Conversation, Not a Mandate
We often feel preemptively guilty for forcing change on clients and anticipate a negative reaction when introducing service memberships. But nothing is forced! It’s ultimately a conversation with the client, in which they have the opportunity to communicate what they need.
The most common outcomes:
The client thanks you for providing dedicated support and clear communication about what they can expect. They sign up for dedicated support because they have seen the value already.
The client says “no thanks,” but appreciates that the option is there. When lights go out at 3 AM and they need help, they may think twice about their choice not to sign up!
The client wants more information. “Why would this help me?” This is where solution selling is key. With intimate knowledge of the client’s system and where they often run into snags, you can paint an accurate picture of what dedicated support will look like for them.
And remember, if you don’t know where your clients fall on the spectrum of no support to frequent hand-holding, you’ll have no choice but to treat them all like VIPs.
Tactics
Proactive Site Visits: Maintenance That Drives Relationships
Proactive site visits are more than just checkups—they’re opportunities to deepen relationships and reinforce your role as a trusted advisor. When built into a service plan, these visits create value in ways your clients will appreciate:
Ensure Seamless Performance: Regularly update firmware and run diagnostics to prevent issues before they arise.
Discover New Opportunities: Use site visits to identify potential upgrades or new services. Conversations like, “While I was here, I noticed…” often lead to new projects or ongoing work.
Enhance the Client Experience: Learn more about how your clients interact with their systems, enabling you to make tailored recommendations.
By integrating proactive visits into your service plans, you not only maintain the technology but also nurture the relationship, opening doors for future opportunities.
Pro Tip: It’s All About Communication
At the heart of every successful service relationship is communication. Clients want to feel confident that their needs are understood and that you’re working proactively on their behalf.
Start the Conversation Early: Position your service plans as an essential part of your offering from the first interaction.
Focus on the Experience: Tailor your recommendations to match the client’s unique needs and expectations.
Stay Engaged: Check in regularly, not just when something goes wrong.
By staying connected, you position yourself as more than just a service provider—you become a trusted partner.
Positioning
Offer a Menu of Service Plans
All clients are not created equal. Some want simplicity, while others value flexibility. That’s why the most effective service plan lineups offer options to meet the needs of different client types.
Here’s how to structure plans:
Offer Options: Provide tiered plans (e.g., Bronze, Silver, Gold) to let clients choose what fits their lifestyle and budget.
Streamline Pricing: Keep pricing consistent and transparent to inspire confidence and trust.
Make It Easy: Offer both monthly and annual payment options. Luxury clients often prefer annual plans to avoid monthly billing, while others may value smaller, more frequent payments.
When presented correctly, service plans allow you to create predictable revenue while giving clients peace of mind.
Turn Service Into a Competitive Advantage
At OneVision, we know that service is more than just a cost center—it’s the foundation of a successful, scalable business. By combining proactive communication, tailored plans, and premium client experiences, you can unlock the full potential of your service operations.
Whether you’re looking to implement new service plans, build recurring revenue through memberships, or elevate your client experience, the right strategies will position your business for long-term success.
For More Information:
A big thank you to Patrick Martinez from VITAL’s Elite Sales Academy for joining us for this event. For more information on Patrick and his work with ESA, please visit:
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