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The speaker discusses the challenges of a service agreement program, likening it to a persistent problem, like gum on a shoe. They prompt consideration of how to improve the program by identifying key areas for enhancement. The speaker emphasizes that while maintenance calls and tune-ups are vital, they are not necessarily the main issue. They question the common industry belief that a company’s worth is solely tied to the number of service agreements held. Instead, the focus is on loyalty, which is valuable but may have hidden costs. The speaker plans to reveal five hidden costs associated with service agreement programs that may not be immediately apparent.