Pricing Update - Customer Notification Template

Summary

Use this template to announce a pricing update to your existing customer base. Communicated well, a price change strengthens retention by signaling professionalism. Communicated poorly (or not at all), it generates dispute calls and review damage.

Details

A pricing-update notification has four jobs:

1. Acknowledge the change is happening and when it takes effect
2. Frame the why - input cost pressure, service quality investment, or scope expansion
3. Honor any quotes already given at the old rate (within a reasonable window)
4. Keep the door open for the customer to ask questions before the new rate applies

Customers who hear from you proactively about a price change are dramatically less likely to push back than customers who discover it on their first post-change invoice. Lead time of 30 - 60 days is typical for residential service customers; 90 days for service-contract customers.

Action Required

Edit the placeholders below for your business and send by email to your active customer list. SMS is too short for this content; mail-merge into email instead.

Subject: A note about our service pricing, effective [DATE]

Hi [FIRST NAME],

I wanted to write to you directly before we update our service pricing on [DATE]. You've been a customer of [BUSINESS] since [YEAR or "the start"], and you deserve to hear this from me - not from an invoice.

Here's what's changing:

• [Service A]: [old price] → [new price]
• [Service B]: [old price] → [new price]
• [Service C]: [old price] → [new price]

Why now? [Pick one and write 2-3 specific sentences. Examples: "Parts costs have risen 14 % over the last 18 months and we've absorbed it; we can't continue to without it showing up in quality." OR "We're expanding our on-call hours to include weekends starting next month, which means staffing two additional techs."]

If you already have a quote from us that hasn't been scheduled yet, we'll honor it at the old price as long as we can book it before [DATE + 30 days].

Hit reply or call [PHONE] anytime if you have questions. We're not going anywhere - same team, same trucks, same response when you need us.

Thanks for trusting us with your home,

[OWNER NAME] [BUSINESS]

Effective Date

Schedule the announcement at least 30 days before the price change takes effect. For service-contract customers, 90 days is more respectful and reduces the chance of cancellations at renewal time.

References

• ServiceTitan Pricing Operations benchmarks