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Write your Vows to your Premium Program Customers

March 29, 2017

We’ve mentioned (here and here) how much more profitable it is to sell a premium program that gives the customer better outcomes than it is to negotiate on labor rates.

 You’ll need a few things to sell a premium program:

  1. Technology-enabled differentiators
  2. A proactive maintenance and/or inspection plan
  3. A defined service level agreement (SLA)

The goal of your SLA is to clearly state your customer service promises that will reduce their pain and indicate how easy you’ll be to work with. Your SLA should cover:

You don’t have to go so far as to promise to love, honor, and cherish your customers, but let them know what you promise in return for their agreement to buy in at your premium program level.

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