Pricing: Per Device, Per User, Per Outcome
Three models, what each rewards, and the behaviour each produces that nobody intended.
Business
The commercial side
Two or three clients usually consume most of the capacity, and the pricing model decides whether that is visible.
7 notes
What the Service Level Agreement Should Say
Most agreements promise response times and nothing else. What else belongs in them, and the clause that protects both sides.
Reporting to Clients Without Padding
The monthly report is read by somebody deciding whether to keep you. What belongs in it, and what is filler.
The Margin Problem With Noisy Clients
A small number of clients consume a disproportionate share of capacity. Finding them, and what to do once you have.
Scope Creep and How It Arrives
It arrives one small favour at a time, and each is reasonable. The mechanism, and the response that is not a refusal.
Scaling Technicians, Not Just Tooling
Automation raises the ceiling on what a technician can handle. The constraint that remains is knowledge, and it does not automate.
When to Decline a Client
Some engagements cost more than they return or carry risk you cannot manage. The signs, visible before signing.