The offer became a product. The delivery stayed a favour.

Packaging a service is a marketing decision that only pays off if delivery changes too, and delivery is where the exceptions quietly accumulate.

By Steve 5 min read
Abstract bridge artwork for The offer became a product. The delivery stayed a favour.

A firm decides to productise. The three-tier page goes up, the scope is written down, the fee is fixed, and the sales conversation gets shorter almost immediately. Six months later the gross margin on the packaged offer is no better than it was on the bespoke work it replaced, and in some months it is worse. Nothing obviously went wrong. No client complained. No one broke a rule. What happened is that the product exists in the proposal and not in the delivery. And the gap between those two things…

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Important: General information only. Rialto Bridge articles describe patterns and considerations that may apply to a business; they are not financial, legal, tax or accounting advice, and they take no account of your particular circumstances. Consider your own situation and seek advice from a qualified professional before acting.

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