Many manufacturers open up direct sales to counter a competitive threat or serve a channel that distributors are not interested in pursuing. However, if they do so without researching their channels and end users, and lack a solid financial evaluation of the channel costs, their efforts are usually unsuccessful.
One of the biggest components of customer service is having the right stuff at the right place and at the right time. Use your distribution software package to ensure your customers’ most-used items are well-stocked.
Charging $85/tech hour does not make sense (or dollars and cents). But not knowing your true cost of operation and the proportionate hourly cost is insane. Identifying and calculating your true cost per tech hour varies dependent upon tech abilities and geographic locations.