You raised the price. Your longest-standing customers are still on the old one.

Grandfathering a price increase feels like the low-risk option. It quietly builds a second business inside yours, with worse economics and better retention.

By Steve 5 min read
Abstract bridge artwork for You raised the price. Your longest-standing customers are still on the old one.

The increase was approved. Then someone asked the sensible question: do we apply it to the existing book, or only to new business? Applying it to everyone meant a difficult month of conversations with the customers who had been there longest. Applying it only to new work meant no conversations at all. The second option won, as it usually does. That was not a small administrative choice. It was a decision to run two price lists, and unless something forces the issue, the gap between them widens with every subsequent…

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