Tips for security integrators’ service and maintenance contracts

How-to advice for selling and managing service and maintenance contracts for electronic security systems


  1. Develop relationships with other trades and service people on the clients’ site. You should be talking to janitorial, maintenance, engineering, electrical contractors, contract security officers and regular site employees. This will give you intelligence about your client, ensure that you’re hearing from all voices in terms of their satisfaction with your service, and it may also give you an early heads up about facility changes that could affect the intrusion, fire, video surveillance or access control system.
  2. On a new construction jobsite, develop a close relationship with the electrical contractors so you know which phase is coming up next so you can stage your installation in the right process to follow the electricians’ work.
  3. If a service call wraps up early (say you’re done at 3 p.m. on an expected full-day call), head over to a nearby client and check in on their system – even if they don’t have a service call in. That preemptive visit can really bond you with your customer and help you learn about system challenges that you might not otherwise hear about until there’s an angry customer on your phone.
  4. Finally, share the wealth. Set up a small sales compensation plan that links your technicians with sales people so that a tech bringing a lead to a sale that closes gets a bit of commission or a standard monetary "thank you." Your technicians talk to trades and may be able to get your foot in the door on new projects that otherwise you had no access to.

Good luck selling and servicing your service contracts. They’re important for your savvy end-users and important to give your business regular cash-flow.