price

Eliminate the But

The story of money and how we attach it to value is a complex problem deeply rooted in psychology. We often focus on costs when setting a price. And while covering costs is obviously important in terms of sustainability, it has virtually nothing to do with the perceived value of our product and service.

The key question to ask when establishing prices is whether or not someone would have paid more for it. The feeling of getting a bargain is powerful. It's powerful because it eliminates the "but". This was a really great meal, best I ever had, but...it was a bit pricey. A bargain in this context doesn't mean cheap. It means a person feels they received more value than what it cost them in money, time, effort, etc. Some people buy something because it costs them more. A Rolls Royce isn't the best choice for a person looking for a reliable and economical means of transportation. But, it's the only choice for someone trying to raise their status with people who place a high value on expensive cars. And still, they're seeking a bargain. Not a lower price. But one which makes them feel the benefit they received was worth more than what they paid. The paradox of pricing something extremely premium and scarce is that a higher price might actually drive the perceived value even higher. It's challenging to determine the limit, especially since the data pool is so small. What's the original Batmobile worth?

The race shouldn't be to see if we can charge a lower price. It should be to see what we can create which someone would have happily paid more for. One is a race for the bottom. The other eliminates the "but". Choose wisely.

Free Estimates and Diagnosis

Free estimates are not really free. They’re not free to the estimator, and not free to the prospective customer. Even for simple, relatively straightforward work (like mowing yards for example), there is still a small amount of time involved in calculating the price. The customer  actually incurs two forms of cost…the amount the company will include in the price for the time it takes to calculate the estimate (they do this even if they don’t intend to) and the price of the tension, the discomfort, which comes from choosing to walk away.

Some estimates should not be free (even though we just learned they’re not). Estimates which involve a diagnosis should come with a price. A diagnosis requires significant skill, training, effort and time. It has real costs behind it. And, if someone is diagnosing your problem, they aren’t working on someone else’s. Chasing down an electrical issue with your car isn’t the same as washing it. One’s a diagnosis, the other an estimate.

And on marketing (Free Estimates!)…if it’s really free, we don’t need to crow about it. At best it’s confusing. And at worst we’re seen as desperate, hanging on to overused, trite market messages because we don’t have something better to proclaim.    

And since our thoughtful and generous work is not free, we should not only be transparent about it, we should be proud to charge for it as soon as it begins.

Price and the $5 Milkshake

Warning…video contains explicit material

Have someone ask some of your customers if they would gladly pay a little more for your offering. If they would, you're probably charging the right price.

Price should not be based on cost because your customers don’t care about your cost. They only care about how their purchase made them feel. So the goal is to make someone feel happy about the value they received…so happy in fact that they might feel like they’ve stolen something. Otherwise, it’s surely not worth talking about.

Price and Trust

The two pricing strategies in their most simple forms…

Charge the highest price a large enough group will pay to maximize return.

Charge the lowest price we can afford to build life-long, loyal, raving fans.

One is based on trust and growing a fan base. The other on extracting the most from a fixed group.

Either will work for a while financially. But only one is designed to cause delight and earn trust…for a person to reflect on the sale, “Wow, I would have paid more for that”.

Underneath the market research and margin analysis, it’s an either/or philosophy. And you can only pick one…choose wisely.