I think that service should get to retain some of the "after the sale" business. I also think there are great opportunities to make extra money once systems have been installed.
In the NY metro area, prices are very competitive, on going service and maintenance costs plays a big roll in the decesion making part of the business.
Dave is right, if the customer has perceived that there is value and the customer will receive some type of benefit, whether it be a monetary ROI or a increased productivity. Service pricing nevers comes into play, however when the customer perceives no real value or benefit, and they just need to buy a new copier, THEY WILL SHOP PRICE!
I was told the other day that buying a copier is considered a chore at and office and something that a business owner, or manager has to do whether they like it or not. I thought it made sense.
Good SE's must step up and be counted, they need to push the envelope and change perception in some of the old line traditional dealerships.
I for one, if I had my choice and knew I could rely on someone would be inclined to increase my costs to have an SE consuct training and conduct all of the network installation. Therefor I could conduct more time on sales.
Dealer owners need to stop giving "hunting licenses" to sales people. What I mean is that are congradulated for selling over MSRP. Dealer owners need stop focusing on GP that sales people are bringing in. The need to focus on compensating reps for increased clicks, customer satisfaction, and generate more business from thier existing base with new solutions, and new ideas.
I also agree that there are techs ans SE's who are limited as to how much they can make. Management makes the rules, rules can be broken, rules can be changed.
I was out with a tech the other day to lunch, he explained that he needs to get out of the business and that there is no money and no future in the business. I asked him a few questions and realized that some of his efforts are stymied by old rules, no creative thinking and no sense of what the employees needs are.
I for one am very fortunate to have a great staff of SE's and techs. I hope that change can come, buy change will not come easy. We have no unions, we have no employeee trade associations.
Ah, I think I've ranted enough. Maybe just maybe, would it be too much think that a group like ours could some day become an association? Maybe we can offer additional health benefits, additional retirement needs, continued education and seminars. Maybe we can.
Art