Quick overview
Raising prices is normal, but how you tell customers matters. Use these short, direct scripts for email, text, phone, website banners, and invoices. Pick the script that fits your relationship with the customer: personal (long-term), standard (regular customers), or short (new or low-touch customers).
Decision rules: who to notify and when
- Notify all active customers: anyone with a current order, subscription, or service in the next 60 days.
- Timing: 30 days' notice for subscriptions or ongoing services. 7–14 days for one-time purchases (unless contract says otherwise).
- Grandfathering: Offer existing customers the old price for a set time (e.g., 3 months) if you want to reduce churn.
- Exceptions: Publicly regulated pricing, contractual terms, or urgent cost increases may require different timing—check contracts first.
Checklist before you send
- Pick the communication channel(s): email + website banner + invoice note is common.
- Decide effective date and whether to grandfather prices.
- Prepare a short reason (costs, improved service, inflation) — one sentence only.
- Choose a call-to-action: accept, ask questions, lock old price.
- Draft FAQ lines to reuse in replies.
- Test on a small group if unsure.
Email scripts (copy-paste)
Personal — long-term customers
Subject: Upcoming change to your pricing
Hi [First Name],
I want to let you know that starting [Effective Date] the price of [Product/Service] will change from [Old Price] to [New Price]. I’m keeping you on the current price until [Grandfather Date] because I value your business.
If you’d like to discuss options or lock in a different plan, reply and I’ll help.
Thanks,
[Your Name] — [Business Name]
Standard — regular customers
Subject: Price update for [Product/Service]
Hello [First Name],
Starting [Effective Date], the price of [Product/Service] will be [New Price]. This change helps us cover rising costs and keep delivering [one-line benefit].
If you have questions or need to review your plan, reply to this email or call [Phone].
Best,
[Your Name]
Short — low-touch or new customers
Subject: Price change notice
Hi,
As of [Effective Date] the price for [Product/Service] will be [New Price]. Thank you for understanding.
[Business Name]
Text message scripts (SMS)
Keep texts short. Always link to full details.
Template 1 (short): "Price update: [Product] will be [New Price] as of [Date]. Details: [short URL] Reply HELP for questions."
Template 2 (personal): "Hi [Name], heads-up: your [Service] price changes to [New Price] on [Date]. Call/text [Phone] if you want to talk."
Phone call script
Use this when you want to keep a customer.
Hi [Name], this is [Your Name] from [Business]. I’m calling to tell you we’ll be changing the price of [Product/Service] to [New Price] on [Date]. I want to offer you [grandfather period or discount] so you have time to decide. Do you have any questions or would you like to review options?
Website banner and FAQ copy
Banner (short): "Price update: [Product/Service] new rates start [Date]. More info [link]."
FAQ lines to paste under the link:
- Why the change? — To cover rising costs and maintain quality of service.
- When does it start? — [Effective Date].
- Can I keep the old price? — Existing customers are locked in until [Grandfather Date] (if you offer this).
- Who to contact? — Email [support@you.com] or call [Phone].
Invoice and receipt note
Add a short line on invoices issued in the notice window:
"Note: Prices for [Product/Service] change to [New Price] effective [Date]. Contact [Email/Phone] with questions."
Scripts for pushback or questions
Customer: "Why are you raising prices?"
Answer: "We’ve had higher costs for [materials/labor/shipping], so we adjust prices to keep the quality you expect. If you want, I can review options to reduce your cost."
Customer: "I can’t afford this."
Answer: "I understand. We can look at [smaller plan, less frequent service, one-time discount until X date]. Which would help most?"
Simple discount and grandfathering rules
- Grandfather window: 30–90 days. Short enough to limit revenue loss; long enough to show goodwill.
- Intro discount: Offer a one-time discount (5–15%) if customer commits before the effective date.
- Volume or bundle discount: Keep current price if they agree to a 6–12 month contract.
Testing and follow-up
- Send notices to a small group (5–10 customers) first to check responses.
- Log common questions and add them to your FAQ copy.
- Follow up once, 1–2 weeks before effective date, for customers who haven’t responded and are high value.
Final tips
- Be direct and respectful. Short, factual messages work best.
- Keep one person/line as the contact for questions.
- Track responses so you can fix scripts that cause confusion.