An Auditor's View of "Value"
- 7/3/7 Dan, I agree. You are both right. As Telecom Bill Auditors, we see both sides of this issue. Businesses paying well over market pricing (with very little additional value) and others (looking at cost per minute alone) spending much more then they think when you add in all the other "hidden fees", surcharges, etc. (again with very little additional value from their service provider). When the client is truly receiving "additional value" they don't change on price alone. We work with a variety of telecom Sales Rep's & Agents. During our audit process, we review the clients bills in search of over charges, inappropriate charges, excessive fees and services no longer needed. In virtually ALL CASES, we find cost savings opportunities and unique ways of reducing their telecom spend. In addition, we often get the client refunds for past billing mistakes often overlooked by most sales rep's or agents. Most businesses value this approach even though they may pay a little extra in the short term. The agents/sales rep's we work with present multiple options designed to produce ongoing savings to their clients, including the lowest cost one. (Since we work on contingency, we are motivated to find the lowest cost option.) Here's the interesting part that confirms you belief. Very rarely, does the client choose the "least cost" option. They are looking for value, of course, but are willing to pay a little more for what we refer to as "value added" reasons. (Brand recognition, trust salesperson, consolidated billing, technology preference, etc...) The biggest "value add" we find is an agent/salesperson who keeps in contact with their clients and continues to find solutions to their telecommunications needs. Bottom line: Find an approach that "adds value" to the services you provide and you won't have to sell on price alone. Now for some shameless self promotion... If you think any of your readers would be interested in partnering with a Telecom Bill Auditor, feel free to share my contact information. I will send them a list of the top ten billing mistakes we find. They might be able to use that information to close their next sale. One other item, I have been surprised how many businesses have not requested their Telephone Tax Refund this year. Over 50% of the businesses I talk with weren't even aware they qualified for a refund. (On average, a company with 30-40 employees will receive between $4,000 and $8,000). All telecom salespeople should mention this to their existing and/or potential clients. If the client needs help identifying what they have paid, they can have us do it for them. Most of the time, they will net more money by outsourcing the work to a specialist then by doing it themselves. Good luck with your new venture with ATEL. I am sure you will be a great asset to their team! George Emmons Want to respond or add to this blog? Send printable replies to Dan@TelecomAssociation.com
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