by Sam Klaidman | May 15, 2017 | Growth
This post was adapted from an article by Sam Klaidman and Dennis Gershowitz that initially appeared in the September 2009 edition of the AFSMI Sbusiness News (no longer published). Ever wonder why people fail to renew a service contract? Are you looking for the right...
by Sam Klaidman | Mar 20, 2017 | Growth
If you are responsible for growing your service business, you are in Sales. Maybe not product sales, but certainly, you are selling services. Also, you probably depend on the sales organization to initially sell service contracts, other services, and the product. So,...
by Sam Klaidman | Feb 20, 2017 | Growth
This Rolls-Royce Press Release, dated Oct. 30, 2012 talks about the start of servitization: Rolls-Royce, the global power systems company, today celebrated the 50th anniversary of ‘Power-by-the-Hour’, its pioneering approach to engine maintenance...
by Sam Klaidman | Jan 23, 2017 | Growth
Most Field Service organizations closely monitor their first-time fix rate (FTFR), which Aberdeen defines as: “The resolution of a work order/customer issue on the first service visit. Any repeat visit, secondary truck roll, or service call cannot be for the...
by Sam Klaidman | Jan 9, 2017 | Growth
All services businesses are trying to grow revenue and profit. One of the easiest ways to accomplish this objective is to sell a new product or service to an existing customer. This post discusses a new service being offered in the U.S. by Verizon to its Fios...
by Sam Klaidman | Dec 27, 2016 | Growth
A few weeks ago, I wrote a post about the results of my asking our Field Service engineers, “What happens if the products never fail?” Yesterday, I read about a new wristwatch that promises no service for 50 years. The manufacturer is so confident in their claim that...
