The Roles and Goals of the COST (Clearly Organized Service Tiers) system are thoroughly outlined across the core training and philosophy documents. Here's a complete summary, combining the most essential points from the official documentation:

✅ Primary Roles of the COST System

  1. Empower Customers with Transparent Choices

    • Provide three clearly defined service tiers (Basic, Mid, Top) so customers can make informed decisions without pressure.

  2. Support Electricians as Professionals, Not Salespeople

    • Technicians offer solutions, not sales pitches. The COST model removes pressure and aligns pricing with expertise.

  3. Ensure Ethical, Consistent, and Profitable Pricing

    • Every job follows a repeatable structure using set labor rates, material markups, and tiered profit margins to ensure fairness and profitability.

  4. Standardize the Customer Experience

    • Regardless of the technician or neighborhood, customers receive the same pricing model, same explanations, and same ethical framework.

  5. Protect the Technician’s Reputation

    • COST reinforces trust and confidence in the tech, ensuring techs never feel like they’re overcharging or underselling.

🎯 COST System Goals

🔹 Short-Term Goals

  • Fix the customer’s issue efficiently and transparently.

  • Present all three service tiers with clarity and without upsell tactics.

  • Offer meaningful add-ons that enhance safety and longevity, not inflate pricing.

🔸 Mid-Term Goals

  • Train every technician to build and explain quotes consistently using the COST model.

  • Create internal alignment so managers, techs, and office staff all support the same structure.

  • Reduce confusion, pricing errors, and inconsistency between service calls.

⭐ Long-Term Goals

  • Rebuild trust in home services through transparency, consistency, and respect.

  • Position the business as an ethical leader in the local electrical service market.

  • Create a scalable, repeatable pricing model that drives sustainable growth.

  • Protect the integrity of the system with confidentiality and continual improvement.

🧭 Cultural Values Embedded in the Goals

  1. Transparency – Clear pricing, honest labor, disclosed markup and margins.

  2. Fairness – Same pricing structure for every customer.

  3. Empowerment – Customers choose the level of service.

  4. Professionalism – Techs act as educators, not closers.

  5. Profit with Purpose – Ethical business growth that funds better service and better tech compensation.

In short: The COST system isn't just a pricing tool. It's a full cultural and operational framework designed to protect the customer, empower the technician, and strengthen the company through ethics, consistency, and clarity.