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Discounts Explanation- Read First

:dart: Structured Retention Offers – New Process
Hey team—we're rolling out a smarter way to handle discounts and retention conversations. Here's how it works and how to talk about it with customers.

THE OFFER STRUCTURE
When you're offering a discount or service credit, you pick the term:
  • 30 days — Quick credit (service credit for downtime, late fees, quick fixes)
  • 90 days — Short-term retention (customer on the fence, needs a quick win)
  • 6 months — Standard play (good value signal, keeps them through a season)
  • 1 year — Loyalty move (shows we're invested, locks in stability)
  • Max 12 months — Anything in between, your call (just can't exceed 12 months)
Important: Service credits (downtime, late fees, service issues) now go through this system too. No more ad-hoc credits outside the system. Pick a term, set the credit, let the system track it.
Every discount and service credit has a built-in expiry notification. Before it expires, we auto-notify the customer (30 days out) so there are no surprises.

HOW TO PITCH IT TO THE CUSTOMER
Here's the language that works:
When offering:
"Here's what I'm thinking: [rate/credit amount] for the next [term]. That gives you clarity on what's coming. We'll send you a reminder 30 days before it expires so you're never caught off-guard."
Why this lands:
  • :white_check_mark: Transparency — They see the end date upfront. No gotchas.
  • :white_check_mark: Automatic — They get notified, no guesswork on their end.
  • :white_check_mark: Professional — Shows we're organized and thinking ahead.
BEFORE THE EXPIRY (System handles it)
PowerCode auto-sends a notification 30 days before expiry via email/SMS/portal:
"Your special rate of $X expires in 30 days on [date]. Contact us to renew, adjust your service, or explore other options."
Customer can:
  • Call/email to renew
  • Let it expire (we reset to standard rate)
  • Upgrade/downgrade service in the same conversation


THE FLEXIBILITY PIECE
Use the term strategically:
  • Service credit for downtime/issue = 30-90 days (customer sees the credit, uses it quickly, issue resolved)
  • Problem customer discount = 90 days (quick check-in, keep options open)
  • Loyal customer discount = 1 year (shows confidence, builds loyalty)
  • New customer or seasonal promotion = 6 months (good middle ground)
  • Anything else = Whatever term makes sense, up to 12 months max


KEY MINDSET SHIFT
This isn't "the discount expires and we raise rates."
This is "we set a clear expectation upfront, and the system keeps everyone on the same page."
You're not taking something away. You're being organized and professional about it.

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