The big-box retailer’s turnaround is rooted in retooling the customer experience. Companies serving higher-end clientele can take cues from how Best Buy created 15x multiple on tech support recurring revenue.
Joseph Kolchinsky · May 21, 2019
Step 1: Create a new Terms of Service agreement outlining your service policies. Step 2: Present clients with tiered membership plans. Step 3: Wait for the opportunity to upsell.
Joseph Kolchinsky · April 17, 2019
Providing free round-the-clock support is taxing your business. Here’s a step-by-step guide to converting your business to a paid support model.
Joseph Kolchinsky · April 13, 2018
The real challenge to transforming service in the custom installation industry lies in creating a holistic approach, including software implementation, training and developing a turnkey RMR sales and marketing engine.
Joseph Kolchinsky · October 11, 2017
Thinking of adding extra features or offerings to your service plans? Don’t! Selling over-complicated service plans pits you against a silent profitability killer: operational overhead.
Joseph Kolchinsky · August 24, 2017
What can integrators learn from the Wall Street Journal and the New York Times? One newspaper transitioned from ‘free’ articles to ‘paid’ memberships without burning any bridges, and you can too.
Joseph Kolchinsky · August 09, 2017
When paired with Lennar’s decision to utilize Amazon Home Services for installation, the builder’s sharp reduction in low voltage cabling reinforces the notion that it sees a traditional path to the smart home, the CEDIA channel, as outdated.
Joseph Kolchinsky · August 02, 2017
A complex pricing model is difficult to explain, harder for clients to understand and almost impossible for your team to accurately track. Move to a one-size-fits-all hourly billing rate with one simple equation.
Joseph Kolchinsky · July 31, 2017
Recurring monthly revenue (RMR) may not be necessary to drive company valuation, but providing great customer service absolutely is.
Joseph Kolchinsky · July 29, 2017
There are two big lessons home technology integrators can take away from the news that Best Buy’s Magnolia will offer remote network support, called Mag Care.
Joseph Kolchinsky · June 14, 2017
