Unless you are paying mileage or providing a vehicle, some of those #'s
are too low.
When I was a contractor, I would not drive to a site for less than $15
within a 25 mile radius of the shop.
RickG wrote:
OK, back to my original question: Does anyone have a fee schedule for
their installer/repair subcontractors?
I'm trying to cover every possible scenario. Here is what I've put together:
Subcontractor Fee Schedule
$75 – Standard installation of KyWiFi customer premises equipment
according to manufacturer’s instructions including install mount to an
outside wall, radio/antenna installation, transmitter configuration,
drilling through one exterior wall and one interior wall or floor,
installation of up to 150’ of cable with wall/floor bushings,
termination to one computer or router, configuration of one router and
one PC.
$15 – Extended cable run up to 300’.
$30 – Service call to replace cable performed on site at customer’s premises.
$20 – Service call to replace radio/antenna performed on site at
customer’s premises.
$10 – Service call to replace POE, and/or power supply performed on
site at customer’s premises.
$5 – NTF. i.e. reset radio/router. Note: May be billable to customer!
$5 – Anti-virus/Adware software download, installation, configuration
and customer orientation.
$5 – Installation no show, must wait 30 minutes and must attempt to
call customer twice.
$5 – Site survey performed on site at prospective customer’s premises.
$5 – Extended area trip fee (outside of Montgomery County).
$10/hour for any services not described above.
$25 – Bonus for 10 or more customer installations performed in a one
week (Saturday - Sunday) period.
-RickG
On Wed, Oct 14, 2009 at 11:22 AM, RickG <[email protected]> wrote:
It sounds like you are a "character"!
I'm glad your marketing and service efforts are paying off.
I actually have had much the same results.
Good work and Thanks!
-RickG
On Wed, Oct 14, 2009 at 7:25 AM, Mike <[email protected]> wrote:
Actually, since they are a cellular company and can have unlimited
bandwidth, they are faster right now. That will change as they build
out. The customer money stays local instead of going out of town
when they "shop" with me.
I write a weekly column for the paper so am well known in the area;
that helps a bunch.
I drive a trailer to local events and set up free WiFi. That has
certainly raised awareness.
I have brought broadband to people who absolutely couldn't get it any
other way. National statistics will show there is a definite boost
to property value if a household is able to get high speed
Internet. I've actually had people make a house buying decision on
whether we could bring them broadband or not.
I have a flashing light I can turn on placed on 2 of the towers. A
site survey begins by a phone conversation, turning on the light and
"can you see it now?" That has really helped and raised awareness.
Superior customer service. Money stays locally. Dealing with a
local character.
Mike
At 06:09 PM 10/13/2009, you wrote:
Is it a comparable service? What do you give versus what they give?
On Tue, Oct 13, 2009 at 2:13 PM, Mike <[email protected]> wrote:
Rick:
The competition that came at me is 39.00. Mine, if you pay promptly
is 42.50. They intentionally came in under me. Like I've said, only
2 have jumped ship.
At 11:08 AM 10/13/2009, you wrote:
But, do the ones who have a choice for cheaper service and out of
contract stay with you?
-RickG
On Mon, Oct 12, 2009 at 11:28 PM, Mike <[email protected]> wrote:
Similar to your example of perceived value, we extract a capital fee
up front when putting on a new customer. My accountant described it
like joining a health club, you get to use the equipment but don't
get to take it home. The fee is the real cost of installing. Easy
ones are 150 bucks. Others vary according to difficulty. So they
buy in to the whole thing from the get go.
Our rates are 45.00. If you pay on time, from email billing, you
take off 2.50 and its 42.50.
I think I have a very loyal bunch of customers. I didn't know what
to expect when the two year contracts started expiring, but MOST have
stayed with us.
Best Regards,
Mike
At 09:47 PM 10/12/2009, you wrote:
Mike,
Since I began working, even as a teenager, I worked 60-80 hours a week
giving customers the best I could. I'm now 49 and still work at least
that many hours. At least now, I own my company and do it for myself.
In fact, before I owned my own company my reputation was "Mr.Service".
Heck, I've watched the sun rise from a customers computers! People
have always told me I have a great work ethic. I have always thought -
give'em great service and they'll stick. It's not true! Given the
opportunity, for less than $5/month they WILL switch without even an
apology!
So, dont get me wrong, I still give great service but have realized I
have previously given too much. All I did was take a lot of time away
>from my family to help customers that only appreciate it at the time.
Again, I'm not saying dont give great service - what I am saying is
dont give away the store. Maybe you can afford it but every move you
make should be profitable, otherwise you will end up out of business
or in a poor mental state from work burnout. Have you ever looked at
the competition knowing you give better service yet they are still
winning? In fact, I've seen more people respect the competition
because they are higher priced or charge for everything. It is truly a
mindset. I believe there is a balance that must constantly be
maintained. Which is why I asked the question, billable or not?
Again, your business model may be different but using you scenario
below is difficult to achieve in mine. Perhaps your monthly rates are
higher, installation higher, or your bottom line is not as important
to you? Somebody always has to pay the piper. Most people understand
capitolism and the need to be profitable so you can pay the bills.
What good is it to go out of business just so they can go back to dial
up?
Furthermore, I have found another interesting outcome by giving work
away - other customers either come to expect it or get jealous.
What is really expected by the customers who give you their hard
earned money is a good product for what they pay. They also deserve an
efficiently run company with proper business practices to get the most
bang for their bucks. And on that note, isnt there always something to
do to improve the network? Why give so much time to one customer when
you can work on the network and improve it for all? I realzie you said
minor things but it all adds up. What they should expect is exactly
what you put in the contract and/or TOS. In my case, it's the
bandwidth I promised them and working equipment to get it there. All
else is not part of the contract and therefore should be billable.
-RickG
On Mon, Oct 12, 2009 at 9:48 PM, Mike <[email protected]> wrote:
When I was a young man, a writer, I was idealistic and ready to
conquer the world. In short order I grew up and lost my
idealism. Since starting this business I have regained some of
that idealism.
My experience is the opposite. I usually take care of those
customers who need minor help with things THEY consider part of MY
network. I would not have gone overhead unless there was no way to
trench. Direct burial cable is cheap. A trench can be made with a
power edger with a new blade. An aerial should be tied to a
supporting rope or wire.
Most of my customers knew they couldn't get Internet except slow
dialup before we came along. Is it loyalty? A new company has been
selling in my county off of their cellular towers. I have only lost
2 customers to them.
Never underestimate the power of good customer service.
Mike
At 07:58 PM 10/12/2009, you wrote:
I used to think that but I have found no matter how much you give
away, there is no loyalty! The monthly rate is all most care about.
On Mon, Oct 12, 2009 at 11:40 AM, Mike <[email protected]> wrote:
If it is a good customer, I'd either do it for nothing, or for
materials. You may just retain that customer for the
next two years
because of your good will.
If he is prepared for $50 and its easy and doesn't take you long,
you can say give me $20.00 for the cable and the custom ends, and
we'll call it even.
Either way, you'll make a friend/keep a customer; and
they do talk.
Our hourly billing is $60. Usually to make network settings, get
virus protection on a machine ...
At 09:52 AM 10/12/2009, you wrote:
Here's the scenario: Customer has an aerial ethernet run from his
garage to his home. A tree branch fell and cut the line.
I told him
we'll replace it for a $50 fee. Does this sound fair?
Also, does anyone have a fee schedule they use for billable calls?
Thanks!
-RickG
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