Working in this space, I can elaborate on this a little bit.

If your business model is around competing on price and all your competitors are very close to you in price point, you need to differentiate yourself. Providing a high touch service could be one way of doing it.

In terms of deciding whether or not the sub contractors should provide the high touch service, I would ask you the following question: are the sub contractors given any incentive to go the extra mile to provide that high touch service? If the answer is no, you should see if you can incorporate a customer feedback component into their compensation in the form of a kicker.

When you answer the first question about differentiation and the second question about the sub contractor incentive structure, I think you will get the answer that's right for you.