How Do You Handle Demands for Faster Delivery? Four Options

Situation: A company’s clients are demanding increasingly faster response times, particularly in areas that historically have not been considered mission critical. Clients also want faster answers to technical questions. Is this a common occurrence, and would you adjust pricing in response? How do you handle demands for faster delivery?

Advice from the CEOs:

  • If clients are demanding faster delivery, it’s entirely reasonable to tier your rates for different levels of service and delivery. Create cost / ROI breakdowns for different options, and let your clients make a business decision about the level of responsiveness that they need.
  • When brining on new clients, do a worst case down time analysis for the prospect as part of your evaluation process, then provide price options and let the prospect evaluate what is important to them. This is similar to different price / deductible levels with health or car insurance.
  • You will need to educate your current client base on what you are doing for them, and when they are reaching the upper levels of service provision under their current contract.
    • When you provide remote service, communicate what you have done.
      • Email individualized update reports to client contacts.
      • When you meet clients face to face, have a printout of service provided and toot your own horn about your service and delivery.
  • Be aware of the needs of clients who have distributed locations across time zones. A two-hour response time on the West Coast at 8:00 in the morning, translates to a half day for an East Coast location because they can’t call you until 11:00am Eastern time.

One thought on “How Do You Handle Demands for Faster Delivery? Four Options

  1. nagkumar

    >If clients are demanding faster delivery, it’s entirely reasonable to tier your rates for different levels of >service and delivery. Create cost / ROI breakdown..

    Nice suggestions of work on different costing model, however most clients means faster.. which actually means perception of being faster and cheaper.. as most don’t like to pay more due to established rates… Many IT services handle this by creating confusion (through process, compliance, more bodies, more ppt’s etc)… and saying we are x times better.. Big companies want perception to be in the favour of decision makers.. If you can manage that, contract is yours.. for ever..

    The way we handle fast is reducing Noise and increase accountability on results.. This proved to be at least 4x faster than current industry standards.

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