“Early in the year, we introduced a maintenance plan at a very discounted rate, and I’m talking an extremely discounted rate almost as a gift to our customers so that they come back to us and service with us. Yes, the initial hit of selling the package costs the store …

“It’s really simplified the process, and it’s put everybody on the same page, It’s a streamlined approach instead of having all these vendors and all these different people doing their own thing, they’re doing everything for us, and we’re able to pull together with that consistent message, rather than changing …