When it comes to pricing, there’s no one right answer. Every business has to find a price point that works for them, and that their customers are willing to pay.
Sometimes, though, customers will complain about prices – even if they’re still within what the business considers to be a reasonable range. So what should you do when this happens? Here are some helpful tips on how to respond when clients say your price is too high.
What to say when customers complain about price
No matter how unpleasant the experience of dealing with a complaining customer is, it’s important to keep your cool and not get defensive. Acknowledge what they’ve said (even if you don’t agree with it) and let them know that their opinion is valued. Let’s look at different ways you can respond to pricing complaints.
1. Thank the customer for bringing the issue to your attention
A simple ‘thank you’ can go a long way. It shows the customer that you appreciate the feedback, and it makes them more likely to listen instead of ignoring what they’ve been told. By saying thank you, not only do you make the other person feel valued, but it also shows you respect and acknowledge their personal opinions.
2. Listen to what the customer has to say
Asking specific questions about why they think that is too expensive can help you understand their perspective better. Of course, there might be times when doing so doesn’t result in any new information – but if there is something that you’ve missed, it is crucial to acknowledge this.
If there’s something wrong with how your prices are set up, then listening to the customer’s complaint is an opportunity for you to find out about this problem before it escalates.
3. Apologize for the inconvenience and explain why the price is what it is
If you’ve done your research and the price is still justified, you can provide some clarification for the customer. Sometimes there are important reasons as to why a product or service ends up costing more than what people may expect. The goal is not to get defensive, but to educate the customer on the amount of value you offer.
For example, if you offer organic products, then there could be more costs involved with sourcing ingredients. Sometimes prices also go up due to scarcity. If the product is handmade, then labor costs can add up. Some businesses need higher prices because they offer premium products and services – and so on.
Offering an explanation like this can help customers understand how and why certain things became part of the price they see, making them more likely to accept it. This also cements their belief that you know what you’re doing and that your business is credible.
4. Find a compromise
If customers don’t immediately agree with the price, offer them an alternative that’s more affordable – but still within the same value range as what they came for. You could also offer a discount or coupon to help offset the cost.
This way, customers get what they want and everyone wins: they save money while your business makes sales it wouldn’t have otherwise had.
It’s worth remembering that one complaint doesn’t necessarily mean that there’s something wrong with your prices – or even your product or service in general.
As long as you’ve done all your research – checked your competitors’ pricing in your industry, tested out selling different amounts at different value points, and sought advice from professionals in this field.
5. Highlight the value of your products or services
While it’s important to keep your prices as low as you can, sometimes the best thing to do is highlight how great your service or product is. For example, if customers complain that a specific service costs too much, then focus on what they are getting for their investment.
Consider throwing in a few examples of what exactly they’ll receive and emphasize all the features and benefits they’ll get from paying a higher price.
If you have a premium product, demonstrate how long it will last and assure them that their investment will pay off. You may even want to show potential clients comparisons between what your competitors are charging versus what you’re offering.
This way, you’re able to prove that your pricing strategy is competitive versus just being expensive because you think it’s worth more.
What to say via email when customers complain about your prices
Let’s look at a few examples of emails that will help you respond to customers complaining about prices.
Email Sample 1:
“Hello (name),
Thank you for reaching out.
Our pricing is based on the high quality of our products and services, as well as the business costs that go into running an online store.
I understand that in this case, our prices might be out of your budget at this time, and would like to find a solution that works for you.
I would be happy to offer you a coupon code that will take 10% off your purchaseå. I hope this will give you an opportunity to experience what we have to offer at a more affordable price point.
Please let me know if you have any other questions or concerns!
Thank you again for reaching out to us!”
Email Sample 2:
“Hello (name),
Thank you for getting in touch.
I apologize if the pricing of our packages has caused any confusion or concern. Our prices are directly related to the high quality of our products and services as well as the business costs that go into running an online store.
I understand how $xx price point may seem costly, but our prices are competitive in comparison to other businesses offering similar services. I’ve included some links below that may help you better understand what you’re getting.
I realize that $xx is still an investment, so I’d like to offer you a 10% discount on all of our packages. This brings the monthly membership price down to $xx/month and you get access to more than just what’s outlined in the basic package – but also X, Y, Z bonus features that give this a real value boost.
We look forward to having you as part of our community!
If you have any other questions, please let me know.”
Email Sample 3:
“Hello (name),
Thank you for reaching out. I understand your concerns and would like to help you find a solution that works for your budget.
Our goal is to make our services accessible to as many people as possible. I’m happy to share that we have flexible payment options available that you can review on this page.
We also offer a 25% discount for our email subscribers. Please use the following coupon code xxxx at checkout to save $xxxx when you purchase this product.
I hope that helps! If you have any further questions, please let me know!”
Conclusion
Price is always a concern for customers, and it’s important to be able to address their concerns in a way that makes them feel valued and appreciated. In the email examples provided, the customer is offered options that meet their needs while still providing value for the company. This shows that the company is willing to work with the customer to find a solution that works for both of them.
