How often has one of your sales team tried to keep a customer sweet by throwing in an extended warranty or promising a higher level of customer support? Bill Ellerton, from Mainstay Business Services, reckons it’s quite common. The costs associated with the commitment are felt in another division of the organisation and, hey, if it gets the sale over the line isn’t that all that matters?
He explores the practice in his recent white paper “Why Giving Away Services Inhibits Business Success”. In this edition of BTalk we discuss how you need to associate a value on your service and understand the difference between customer service and a service.