A couple of months back , Microsoft had organized a series of workshops conducted by SMB Nation on the Business Opportunities in Small Business Space. These workshops were held in Delhi, Chennai, Bangalore and Mumbai . During the course of the workshop, participants mentioned that what was the point of getting trained to deliver services when Customers are anyway not going to pay . Majority of participants agreed .
I STRONGLY disagree to this view. Why should you be expected to deliver services free? I can understand if someone does not charge for installing MS Office license. But if you are doing a Network installation involving , say, Windows Small Business Server Standard or Premium, then you MUST charge for services rendered. The argument used by Partners is that when Customer buys a product worth 45,000/= ( SBS Premium) then he expects that Partner will do complete installation FREE.
Do you know that when this same price conscious customer who does not pay you for Technology services goes to an electric shop and purchases a tube light , he pays the electrician to fix it . When the horn of his car breaks down, he purchases the new horn and pays the mechanic to fix it. I could go on and on with such examples . The point I am making is that even for such petty jobs, Customer knows he has to pay for labour. So for Technology Services, why should there be an exception? If you as a Technology Service Provider take a stand that Services are not FREE, things will change . My Company has been charging for Implementation Services since quite some time now. And rarely have I lost the deal just because I was charging for Services and my Competitor was not. I show the value of my services to the Customer and prove it to him how he can save money and time by using my services . I also explain that in order to deliver these services to him, I have to make considerable investments in people, training and certification. Usually after this explanation, most of the Customers are convinced. Those who are not convinced, are not my Customers.
The Customer needs to be told that if he pays peanuts, he will only get MONKEYS.
Live with Passion