I need to raise prices on a service that has barely changed in three years while costs have not been nearly as polite. New customers already pay more; the awkward part is the group who have been with us a long time.
I do not want a dramatic letter about 'challenging times.' The price is changing because the old price no longer makes sense. I also do not want to make loyal customers feel punished for being loyal.
My current plan is short notice, clear new price and effective date, thank them for the business, and no paragraph-by-paragraph defense. Would you grandfather anyone temporarily, or does that mostly postpone the same conversation?
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We did a clean price update last year with a simple email and an effective date. A few customers grumbled, but most just adjusted because th...
We did a clean price update last year with a simple email and an effective date. A few customers grumbled, but most just adjusted because the message was plain.
Yes. The more you sound like you’re asking permission, the more likely people are to try to negotiate the whole thing.
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Short, clear, and no apology speech is the way to go. If you explain too much, people start reading the explanation instead of the decision.
Short, clear, and no apology speech is the way to go. If you explain too much, people start reading the explanation instead of the decision.
I’d be careful with grandfathering unless it’s temporary and very specific. Otherwise you quietly create two prices and two conversations.
I’d keep one sentence for appreciation and one sentence for the new rate. Any more than that starts to sound like a courtroom closing statement.