Had a plumbing problem last week, so I had a guy come out and take a look at it. When I did, the lady taking the appoint told me, "Sir, please realize that there is a dispatch fee of $39 and you'll be charged this even if no work is done."
Fair enough. You can't expect somebody to show up, look things over, and not be paid...yet some people expect exactly that.
So that was a good thing I liked about the experience. And one that I'm sure makes things easier for the guy who shows up to look things over.
But here is what really impressed me...
When he came to do the work, I got a bill with a sheet attached to it which said, "When a service technician from (COMPANY NAME) knocks on your door, many costs have been incurred just to get him/her there and to make sure he/she is prepared for the job."
And it lists those thing...
- Insurance - Trucks, Liability, Fire, Theft, Property, Workman's Compensation
- Specialized Training
- Truck Maintenance and Operation - Gas, Oil, Tires, etc.
- Taxes - Income, Property, Business, Social Security
- Yellow Pages Advertising, Radio
- Trucks (ladders, etc)
- Tools
- Phone, Light, Heat
- Service Management and Administration
- Computerization
- Business Expenses - Legal Counsel, Recruitment, etc.
- Employee Benefits
- Office Help
- Test Equipment
- Warehouse, Shop, and Office Rent
- Office Equipment
- Stationery, Office Supplies, and Postage
You get the idea...
Very smart. This makes the customer feel better about paying a premium price for service and makes it easier for employees to collect that premium price. People feel like they're getting a deal, even though the expenses listed are things which most all service business, premium or not, have to deal with.
What are you doing to train your customers to spend more money with you?
