Should service come free of charge? The customer is always right, so what if they feel they don’t have to pay for service? This is the battle many service organizations face every day and with every strategic planning meeting. The answer isn’t an easy one, because we all want something for free or at least at a discount. In researching many of your peers, service and manufacturing organizations of all sizes, the desire to drive profitable growth runs hand in hand with enhancing the customer experience. I don’t think these are mutually exclusive goals. Free service to a customer does not equate to quality service. And here lies the value proposition – exceptional, quality service will cost something. It is a much easier sale to position high value-add service offerings to customers and get them to want to buy-in as compared to the throw away services of the past (i.e., break / fix, reactive service).