To improve cash flow, operate more efficiently, lower prices, and boost customer loyalty while fending off competitors, OnSite Management Inc. in West Chester, Pa., employs a simple and inexpensive tool: maintenance contracts.
Jeff Rachlin, who owns OnSite Management along with partners Bud Baroni and Derald Hay, says the company has been using maintenance contracts for about 10 years. Slightly more than 20 percent of the company’s 5,000 or so accounts have signed maintenance contracts, and that number continues to grow.
“The rest of our customers just haven’t reached that teachable moment yet, where they’ve just had a major repair or watched the
