Customers will accept price increases when they’re communicated clearly and honestly. They don’t want to hear excuses or double-talk. Just tell the truth: what’s increasing and when it’s increasing.
Some increases you’ll communicate by mail, others you’ll share in person or by phone. Consider which will work best for your situation. Often you’ll want to do a mix: call or visit the most important clients, and mail a letter to the rest.
Once you’ve stated your increase, focus on the relationship:
Share appreciation: state how much you’ve enjoyed serving the customer and how you look forward to continuing that.
Remind the client of the unique value you bring: how you’re committed to doing an excellent job on their property. Be as specific as possible.
Avoid these things when communicating price increases:
1) Apologizing. There’s no reason to be sorry for covering your costs and making a living.
2) “Beating around the bush” with a long introduction or tons of text. Be clear.
3) “Trying to make up for it” by offering sweeteners, free services, etc. to make the customer feel better.
4) Communicating to the wrong person Be sure your notice reaches the person paying your bill.
