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Your savvy customers know the difference.  Your casual customers don't know the various pricing plans so the only point of comparision they have is the number they see. Make your plan look like the plan they see from others, or announce/feature the differences prominently on the website and on the invoice.


It makes no sense to have a better pricing model that the customer doesn't know about. even less sense if he thinks your better model is worse.

1 year, 2 months ago on In the Trenches: Rethinking Our Pricing Model


When I was running a company I happened to go to a time management seminar. Let me give you one of  the highlights that was especially useful.


First, for 2 weeks, keep a 15 minute increment log of everything you do. Set a reminder to update it every hour. Phone calls, email, web surfing, EVERYTHING...


At the end of the 2 weeks, make a list of all the activities you THINK you should be doing. Writing, marketing, "concierging", training others, tracking assignments and so on. Add a Miscellaneous category. Give yourself 100 points and assign them to the tasks you listed with more points to more important tasks. That will give you ideal percentages.


Then go back to your 2 week time log and count the minutes spent on each thing and when done consolidate it and look at actual percentages. 


Compare actual to ideal and adjust.


It ain't easy...

2 years, 2 months ago on In the Trenches: The Neglected Corners of the Business


You can't buy hurricane insurance during hurricane season, even if the weather is clear. 


People signing up a few days before a flight, especially after bad weather or some similar risk has been announced are gaming the system. They will always be your highest cost clients


You have to do something to protect yourself., Add a cutoff date for regular monitoring service or add a last-minute surcharge; deny new monitoring  requests from new customers after the event news (weather most likely) is public but allow emergency service.


Don't let your most expensive customers (in terms of business effort vs revenue) cherry pick your service. 

2 years, 3 months ago on In the Trenches: When Service Offerings Begin to Blur


Have two email links. One says "Next Business Hours Response is OK" and the other says "I need help right away, and I"m willing to pay a little extra for it."

2 years, 4 months ago on In the Trenches: Business Hours Revisited


I've been using your service since just about the day it started. When I have a question or just want to tell you that I've booked a flight a few days or weeks away, business hour service is just fine.


The only time I need/expect always-on is when I'm en route and there is trouble. I like the fact that I can turn my phone on while leg 1 is taxiing in and get an update telling me the status of the connection.

3 years ago on In the Trenches: Wrestling with Business Hours