The customer without an agreement calls first in a heat wave and pays last

What’s inside

• What a time-and-materials customer costs and earns

  Revenue, margin, collection time and schedule disruption per time-and-materials customer.

• Rates that reflect priority

  Standard rates set so a customer without an agreement pays for the flexibility they are buying.

• Agreement customers first

  A clear, stated priority for agreement customers during peak demand, applied the same way every time.

• Offering the agreement at the right moment

  Presenting an agreement after a repair, when its value is most obvious, without pressure.

• Getting paid for time-and-materials work

  Estimates, approval and payment at completion, so the work is paid for without chasing.

• Measuring conversion

  How many time-and-materials customers become agreement customers, and what each one is worth.

The measure it works from

Measure

Margin per agreement per year

Which means

What an agreement brought in over its year, less the technician time, drive time, parts, consumables, covered repairs and office time it actually used.

Compared against

The agreement price set on the day it was sold.

Every figure in the document is illustrative, produced by one internally consistent model, and the document says so on its own cover.

The T&M Customer