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IMAGINE IF YOUR CUSTOMERS...

Understood when additional charges apply for your services

Understood the different services you provide and your role in their delivery

Understood the implications of not following your advice

THERE IS ANOTHER WAY

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1. A customer calls you asking for urgent help with recovering data from backup. Do you…

Stop what you are doing to deal with it, not thinking about whether or not you will get paid for this work. Get a team member started, hoping the customer realizes this work is out of scope and that additional charges will apply. Tell them that you can do the work and will get someone to start tonight and that the hourly rate will apply as it’s not covered by your managed service. Discuss whether or not this is really a P1 and when they accept that it’s not, tell them you will get someone to start working on this tomorrow as per the terms of your service agreement.

2. After many weeks of hard work, you’ve finally got that new customer on board. Do you…

Get your team to work straight away so you can invoice for a full month’s worth of services Invoice them up front and don’t start work until payment is received. Send them your services agreement and hope they sign and return it quickly so you can start work. Set up a meeting to take them through your services agreement so that you can discuss certain details of the service you will be providing, and their responsibilities, before they sign the agreement.

3. A customer wants help with Microsoft 365. Do you…

Get started straight away only to find out it’s a bigger issue than you at first realized, and carry on with the work anyway. Hope the customer remembers you telling them the support services for Microsoft 365 are charged separately at hourly rates. Get a team member to start work after reminding the customer that hourly rates will apply as per your services agreement. Assign the task under your managed services agreement, comfortable that you can manage any out of scope work separately and knowing that the customer will understand that because you talked them through how your managed service works before they signed it

4. A customer has installed new software that has caused issues with some of the services you provide for them. They call you to tell you there is an issue and ask you to fix it. Do you…

Fix it regardless and just suck up the associated costs for the time. After all, this is an important customer and you don’t want any awkwardness. Explain that the software they added caused the issue and explain the additional costs involved for you to correct it hoping it won’t damage your relationship. Explain that the software they added has caused the issue and highlight the relevant section in your services agreement which will allow you to conduct the fix work but as an additional cost. Discuss it and charge them for fixing the issue. Also discuss and then by agreement update the scope of the managed service to include this going forward.

5. What is your current situation when it comes to agreements…

We don’t currently use any agreements Our agreements are old or out of date. Our current agreements don’t fully describe our services We recognize the need for agreements and we know we need assistance with them.

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IMAGINE IF YOUR CUSTOMERS...

THERE IS ANOTHER WAY

TAKE OUR SELF ASSESSMENT NOW

1. A customer calls you asking for urgent help with recovering data from backup. Do you…

2. After many weeks of hard work, you’ve finally got that new customer on board. Do you…

3. A customer wants help with Microsoft 365. Do you…

4. A customer has installed new software that has caused issues with some of the services you provide for them. They call you to tell you there is an issue and ask you to fix it. Do you…

5. What is your current situation when it comes to agreements…

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