Your Service Department Is a Sales Team

In the latest Entry & Exit episode, we talk about a part of the security business we’ve been seriously undervaluing: service revenue.

That realization came after talking with the owner of a large security company who told us 70% of their total revenue comes from service alone. Not RMR plus service. Just service. That completely changed how we started looking at our own business.

Last quarter, 80% of our leads came from our service department.

A technician goes out for a service call, identifies a larger problem, and suddenly a small repair turns into a fire alarm replacement, camera project, access control upgrade, or another significant opportunity.

Watch: Your Salespeople Are Wasting Half Their Days

But we realized we were still treating service like a support function instead of a sales function. We have thousands of existing customers with equipment that needs repairs, replacements, and upgrades, yet we haven’t built a real sales process around capturing those dollars.

That’s changing. We’re building dedicated resources around service, proactively reaching out to existing customers, and going after new customers specifically through service. Our goal is to 4X service revenue next year.

My takeaway: Stop treating service as the thing that eventually leads to a bigger sale. Service is the sale, and there’s probably a lot more revenue sitting inside your existing customer base than you realize.