Exporting Your Services

Service Delivery Options

There are a variety of ways to deliver services to customers, all of which can be used domestically or internationally. You may find, however, that the most effective method of delivering your services locally may not work in export markets. The questions and answers below review how to best capitalize on various modes of service delivery:

What is the best way to select a mode of delivery?
How can we best capitalize on delivering our services remotely?
How can we best capitalize on customers visiting us in BC?
How can we best capitalize on setting up a service office abroad? (Setting up an overseas office)
How can we best capitalize on visiting customers abroad to deliver services?

What is the best way to select a mode of delivery?

Decisions regarding service delivery options will depend on your long term goals, the business environment in the market, your available resources, the technical and practical feasibility of each modality for your service, and the views of your customers.

There is not one “best approach” for any one market. Many service exporters use a combination of several modes of supply. An architectural design exporter, for example, may offer services cross border, complemented by cross border movement to visit the customer. Service delivery options should also be discussed with the Canadian Embassy/Consulate in the foreign market and with other Canadian companies that have exported services successfully to the same market.

How can we best capitalize on delivering our services remotely?

Delivering services electronically (by e-mail or internet), can be an inexpensive way to export. Initially at least, you may need to supplement this with in-person visits to your target market to develop personal relationships.

Advantages:
Disadvantages:
  • Delivery costs are minimized.
  • Delivery is location and time zone neutral.
  • All service facilities are available for serving export customers.
  • Little negative impact on domestic customers.
  • Travel costs are nil.
  • The full range of services can be showcased.
  • Limited opportunity to identify additional market opportunities.
  • No opportunity to ensure the worth of the exported services is recognized within the customer organization.
  • Few chances for ensuring the services provided are totally appropriate and completely meet customer requirements.
  • Services must be offered at the hours suitable to the customer.
Best results :

Efficient and cost-effective provision of services remotely to customers can result in referrals, recommendations, and new business, as well as round-the-clock utilization of equipment and facilities and instant response to customer input without the need to travel to visit the customer.

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How can we best capitalize on customers visiting us in BC?

This is the least expensive delivery mode as there are no travel or online costs involved. Traditionally this mode has been used to deliver tourism services, education for foreign students, executive and language training, and health services provided to foreigners in Canada.

Advantages:
Disadvantages:
  • Access to all facilities that are available to a domestic customer.
  • Undivided attention of customer.
  • Continuous service to domestic customers.
  • No international travel expenses.
  • Opportunity to showcase the full range of services.
  • Able to learn about differences in business culture that can be incorporated into future services.
  • Reduced chance to identify additional business opportunities.
  • No opportunity to ensure the worth of the exported services is recognized within the customer organization.
  • Few chances for ensuring the services provided are appropriate and completely meet customer requirements.
Best results can be achieved by:
  • Preparing thoroughly several months before the customer comes to Canada by reminding the customer about the need for a valid passport, visa, vaccinations, etc.
  • Providing a clear summary of the services to be provided, stating what costs will be paid by each party (in some situations it may be necessary for the customer to make a partial or complete payment in advance, especially for any out-of-pocket costs that might revert to the exporter, such as travel and accommodation).
  • Providing a package of information about British Columbia (if it is customer’s first visit).
  • Informing the customer about climate and clothing requirements, particularly during winter.
  • Obtaining written confirmation of the availability of any outside resources required to deliver the contracted services.
  • Providing a complete and detailed list of all equipment and information the customer needs to bring.
  • Identifying bilateral chambers of commerce, churches, etc. where customers can relax with compatriots, particularly in the case of an extended visit.

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How can we best capitalize on setting up a service office abroad? (Setting up an overseas office)

In general, this option is more likely to be used by large firms as it requires the most resources. Smaller service exporters can often achieve the same benefits through a strong partnership with a well-respected local firm.

Advantages:
Disadvantages:
  • Able to provide services on an equal basis with all other providers in the market.
  • High investment cost.
  • Additional costs that would not be encountered in Canada.
  • Potential difficulties and delays in establishing a business in a foreign country.
Best results can be achieved by:
  • Investigating the potential for additional business and meeting new customers.
  • Developing new service offerings, tailored specifically for that market.
  • Obtaining referrals and recommendations from customers to others in that market, and/or neighboring markets.

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How can we best capitalize on visiting customers abroad to deliver services?

This is the service delivery option that is most easily recognized as an export activity. It is often used in conjunction with remote delivery. Care is needed to make sure you can travel easily into the target market and travel costs do not outweigh any potential profit from the export activity.

Advantages:
Disadvantages:
  • Able to establish relationship and credibility.
  • Chance to get to know the customer in their own setting.
  • Opportunities to meet local staff, consultants and/or potential partners.
  • Able to ensure customer understands and accepts delivery options and choice of personnel assigned to the task.
  • Opportunity to identify other potential customers in the same market.
  • Travel time may be un-billable and can also be lost-opportunity time.
  • High cost of travel.
  • May be viewed as an effort to undermine the authority of personnel (particularly local staff) on site.
Best results can be achieved by:
  • Forwarding an agenda for your visit and asking for confirmation from your customer of its acceptability.
  • Confirming that all personnel you will need to work with will be available during your visit.
  • Providing a detailed list of any equipment or support you will need on site and asking for written confirmation they will be available.
  • Planning to carry appropriate equipment and accessories (plug adaptors, converters, computer disks, film, etc.) for each working situation.
  • Taking with you an official letter of invitation from your customer or a copy of your service contract.
  • Ensuring your passport is valid for at least six months after the end of your trip.
  • Getting all required multiple entry visas as soon as possible.
  • Ensuring immunizations are up to date.
  • Following the general travel advice available from Foreign Affairs Canada.
  • Taking time to learn about the country’s business and cultural customs.

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