Pricing seems to be an issue with many of my clients at the moment. I’d like to share a story about a company I used to run and how we managed a successful price increase.

The Challenge: unprofitable services

Empty petrol tank: we're losing money. Full petrol tank - we need to make moneyWe ran services where part of the way that we were remunerated for those services was on revenue share.

We helped people market and sell services and we got a share of the revenue. A small share. Now, for the companies that were making huge amounts, that was a great deal because we made decent money on our small percentage.

But there were a number of companies that were not making much revenue. We were getting  maybe 10% of that revenue. We had quite a lot of admin to look after these little services and the money we were making didn’t cover the cost of our time.

The Solution: a price change to avoid unprofitable services

So I decided that we needed to introduce a minimum service charge. $100 month per service that we were running. It was a stab in the dark at how much it took us to process it, track, reconcile, troubleshoot any of the IT issues, so on and so forth. It was also, in the scale of things, an affordable amount compared to our competitors.

My Head of Sales was really unhappy when I wanted to introduce the minimum charge. He was afraid that everybody would leave. But I was General Manager and we needed to cover our costs. So I over-rode him.

The Process: communication and negotiation

Communicating a price change successfully and carefully is a large part of the battle.

We announced that for every service where our revenue share was not $100 per month, we’d bill a $100 minimum fee.

  • We gave clients a couple of months’ notice.
  • We explained why we had to do it. That included listing the kind of work we were doing to support them every month.
  • We invited them to discuss any concerns with us directly.

How small and medium clients reacted.

Two or three very small clients got very upset. Two or three very small clients left. We were losing money on their services, so I wasn’t exactly heartbroken.

Most of our small to medium clients accepted the charge with no fuss. They might not have liked it, but they knew it was what we had to do. And we were still affordable.

What about our most important clients?

We had two big clients. We needed to keep these clients. Before we announced the pricing changes, we had discussed how they might react. We’d agreed that if they complained too hard, we’d be happy to waive minimums for them. But that’s not what happened.

two dogs pulling at a toy with words 'sometimes you need to negotiate'

Our second biggest client had lots of little services. She was going to incur minimum fees on those services, but she had some big services which made a lot of revenue.

She complained that we were making so much on those big services, it wasn’t fair to bill her minimums on the other services.

We said “We understand your position. But from our perspective, you’ve got lots of services, which means a lot of admin and support for us. How about instead we just charge you a fixed account-wide management fee to cover our admin costs?”

She agreed to a fee of $2000 a month to manage her 40 or 50 services.

We gave her a better deal than the standard one, but she still had to pay more than she used to.  So why did she accept? Three reasons.

  • We justified our pricing.
  • She got certainty about her monthly costs.
  • And we showed we valued her by negotiating and giving her a special deal. So in her mind, she won the negotiation.

Our biggest client was also running about 40 services with us. Several of these were huge in revenue. There were lots of little ones where they were experimenting, selling new things, seeing whether those worked and so on. Most of those would incur minimum charges, most months.

They didn’t come back to us at all. They accepted the new charges just as we announced them. It took them two and a half years to decide they didn’t want to pay minimums.

The Result: Increased profit

In the year after we introduced the minimum fee, it generated $100,000 of additional revenue.

Yet we had no additional costs.

So that was $100,000 of sheer profit to the bottom line.

The Moral: Don’t be afraid of price changes

Pricing matters!

Yet so many companies are afraid to introduce price increases.

It’s especially true for small companies where the person who decides the price is the same one who speaks to the customer. There’s no one else to blame it on. The customer may know you have decision authority, so it’s easier for them to push back.

But ask yourself:

  • Are we delivering good work?
  • Can we justify the price increase?
  • Are we competitive with like services? (Not similar but lower quality services, but like services!)

If the answer is yes, then believe in yourself and go ahead with the price increase. Just make sure you communicate your price changes in the most effective way you can.