The 10 most common mistakes businesses make when communicating price increases (and how to avoid them)

It’s no wonder that many businesses are afraid to increase their prices given that it can go wrong, damage your relationship or at worse lose you customers. . Here are some of the most common COMMUNICATION pitfalls and how to avoid them.

What not to do:
❌ Surprising customers with no advance notice of price increases
❌ Failing to explain the reasons behind the price increase
❌ Using apologetic or defensive language when announcing increases
❌ Sending impersonal mass communications rather than tailored messages
❌ Not providing enough lead time before implementing new prices
❌ Failing to remind customers of the value they receive
❌ Using overly complex or technical language in price increase communications
❌ Not having a clear communication plan for different customer segments
❌ Failing to brief customer-facing staff on how to handle questions
❌ Not providing clear documentation of price changes

Instead:
✅ Give customers at least 30 to 60 days’ notice, allowing ample time for budget adjustments
✅ Clearly explain price increase reasons, enhancing services, or new quality improvements
✅ Use confident, factual language, position increases as necessary for continued excellent service
✅ Personalise communications for customer segments, tailor messages to their specific needs and value
✅ Implement a two-stage communication process, warn first, then confirm with specific details
✅ Remind customers of the full value package, highlight all benefits and improvements over time
✅ Use clear, straightforward language, avoid jargon and clearly state the new pricing
✅ Create segment-specific communication plans, different approaches for premium vs standard customers
✅ Thoroughly brief all customer-facing staff, provide scripts and objection handling training
✅ Provide comprehensive documentation, create FAQs if necessary

Remember, price increases don’t have to cost you customers. When communicated properly, they can actually strengthen your relationships by demonstrating how you are continuing to invest in your service and are a safe partner for them in the long term.

How has your business handled price increase communications?