In last month’s article, Sam Lewis began setting minimum charges for Print Perfect, a necessary but challenging step to sustain his business. Now, he faces an equally tough task: communicating these changes to his loyal clients. As concerns and questions arise, Sam learns that managing expectations is just as critical as implementing new policies. In this installment, we see how Sam navigates client conversations with transparency and tact, working to preserve trust while staying true to his business goals.
Since implementing minimum charges, Sam had mixed feelings. Some clients understood and appreciated the change, but others raised concerns. Now, he faced the next challenge: how to communicate these changes in a way that would keep clients satisfied without undermining his business goals.
One morning, as he prepared his usual cup of coffee, Laura approached him. “Sam, I think we need a consistent way to explain these new charges. We’ve been doing it one conversation at a time, and it’s a bit overwhelming.”
Sam nodded, “You’re right. It’s time we establish a clear approach.”
Building a Communication Strategy
Sam decided to craft a message he could use across all client interactions. He drafted an email that outlined the reasons for the minimum charge, emphasizing the commitment to quality and sustainability. “We want to keep this personal, but still professional,” he said, showing the draft to Laura.
The email read: “At Print Perfect, we appreciate and value you, and we’re committed to providing you with the highest-quality service. To ensure we can maintain this standard, we’ve introduced a minimum charge for small jobs. This allows us to balance our workload and continue offering you the best service possible.”
Laura read it over. “I think this works. It’s honest, and it shows that we’re focused on both them and quality.”
Testing the Message in Person
The real test came when Sam had to share this message in person. A client, Jeff, who regularly brought in small projects, arrived that afternoon with a new order. Sam took a deep breath. “Jeff, just a heads up—we’ve had to make a few updates to our pricing. For smaller jobs, we’re introducing a minimum charge to help balance our workload.”
Jeff looked surprised. “So, I’ll have to pay more?”
“We’ve been working on a system that calculates the real cost of each job, and it’s shown us how much we’ve been losing on smaller orders. We’re making this change to ensure we can continue providing the quality you expect from us. It’s about making sure each job is sustainable,” Sam replied.
After a moment, Jeff nodded. “Alright, I get it. As long as the quality doesn’t change, I’m in.”
Navigating Difficult Conversations
Not every conversation went as smoothly. Another client, Maria, called to question the new fee on her invoice.
“Sam, I’ve been coming to Print Perfect for years. Why the sudden increase?” Her voice carried both frustration and disappointment, and Sam braced himself.
He took a deep breath. “Maria, I understand this is an adjustment, and it wasn’t an easy decision. The minimum charge is something we had to introduce to cover our basic costs. Without it, we’d struggle to stay sustainable and continue providing the quality you’re used to.”
Maria was quiet for a moment before replying, “I guess I see where you’re coming from, but honestly, this might not work for me. I’ll have to think about whether it still makes sense to place smaller orders here.”
Sam felt a pang of regret but stayed steady. “I completely understand,” he said carefully. “We’ve always valued your loyalty, and if there’s ever a larger project or something more complex, I’d love to help with that. This change was one we had to make for the long-term health of the business.”
After they ended the call, Sam sat quietly, replaying the conversation in his mind. Losing a client like Maria had always been his biggest fear, and it hurt to see it happening. But as he thought back to Laura’s earlier advice, he reminded himself of the bigger picture.
“Not every client will stay, and that’s okay,” he told himself. “The ones who value what we offer will grow with us, and that’s what we need to focus on.”
This moment, though difficult, reinforced what Sam already knew: change wasn’t just about protecting the business; it was about finding the right clients to build a sustainable future.
Using Client Feedback to Improve
As weeks passed, Sam and Laura gathered feedback from clients to understand their reactions. They made adjustments based on common concerns. For instance, they added a note to each invoice explaining the minimum charge in a straightforward way: “A minimum fee applies to small jobs to ensure quality and sustainability.”
Sam noticed that as clients became familiar with the new structure, fewer questions arose. The proactive communication helped, and so did his team’s consistency in explaining the reasons behind the change.
Strengthening Client Relationships through Transparency
Sam learned that, in the end, clients valued transparency. “People just want to know the ‘why,’” he shared with Laura one evening. “Once they understand that it’s not just about profit but about quality, they’re more accepting.”
By consistently delivering this message, Sam noticed that his client relationships had, in many cases, grown stronger. The new approach allowed him to focus on what he did best—providing high-quality print services without the worry of undercutting his business. For the first time in months, he felt like he was making progress in balancing profitability with client loyalty.
Looking Ahead: Automating the Process
With his new system in place, Sam began exploring tools that could automate parts of the client communication and billing process. He envisioned an automated invoicing system that would outline fees clearly, reducing the need for constant explanations. The right solution would not only streamline his workflow but also ensure that every client interaction reinforced the values of Print Perfect: quality, transparency, and respect for both his clients’ needs and his team’s hard work.
Sam’s journey was far from over, but he felt confident he’d set a foundation for the future. Want to keep up with Sam’s progress? Visit on.mi4p.com/small-orders-big-decisions to see the current installments of the story.
Next Month in Print Perfect’s Journey: Sam discovers a new approach to leveraging small jobs as opportunities for bigger projects. Can he turn low-margin work into a stepping stone for growth?
