u/Lanky_Revolution8174

We sell software. Always have. The product does the work. Customers set it up. Self-serve.

Kept getting emails asking "can you just do this for us?" People who wanted the outcome but didn't want to configure the tool themselves. For a year I politely redirected them to our documentation.

Finally added a "Done For You" services page. We'll configure everything, import your data, and hand you a working system. $500 flat fee. Takes us about 3 hours per client since we know the product inside out.

30% revenue increase in the first two months. Not from the $500 service fees alone. The service clients converted to higher subscription tiers because they were properly set up. Their retention was 40% better than self-serve customers because nothing was misconfigured.

We now send every new customer a choice: DIY (free) or Done For You ($500). About 25% choose the paid option. Those 25% stay longer and upgrade faster.

Built a simple onboarding presentation in Gamma (AI slides tool) that walks Done For You clients through what we configured and why. Takes five minutes to customize per client. The client keeps it as a reference doc. Makes the $500 feel like a premium experience instead of just "we clicked the buttons for you."

Product companies sitting on service revenue they're not capturing because "we're a product company." Your customers are literally asking to pay you more. Let them.

last year our reorg was announced in a 90-min all-hands. ceo presenting a powerpoint. people asking questions in chat. nobody actually understood what changed.

this year we did it differently. ceo wrote a doc on a sunday. on monday morning everyone got a Gamma site. used as a PowerPoint alternative. AI presentation generator flow. you read it. then if you had questions, there was a 30-min open Q&A on tuesday.

i'd say 90% of the team got everything they needed from the doc. the Q&A had 14 people in it instead of the usual 200.

the reorg landed cleaner than any reorg in our company's history. people knew exactly what changed for their role within an hour.

remote work means the all-hands needs to die or evolve. ours evolved. the doc became the all-hands. the meeting became the office hour.