A lot of our clients, as their business grows and develops, naturally update their offers. For instance, one client had a course, and they increased the price and decreased the amount of support they were personally offering. Which was a wonderful good thing, because they had been very much undercharging, and giving a lot of personal attention in a way that exhausted them.
It was a significant change, and they were wondering, “How do I announce the change so my current audience isn’t upset at losing the support and paying more?”
It can absolutely feel tricky, because taking something away can feel like punishment. Here’s what I told them:
“Don’t. Don’t announce it. Don’t explain it. Or, maybe a little…”
What’s going on?
In my 22+ years of being in this business, I’ve observed something very interesting, and maybe you have, too. Your clients, our clients, people in general, aren’t really tracking you and what you do as closely as you think.
Often updating, evolving, changing your business isn’t a simple decision, but involves some healing, some emotional struggle and then growth. it can feel like a big deal, and it is, to you.
However, in most cases, it’s not a big deal at all, if it’s even noticeable, to your clients.
For instance, if you ran a course last year, and the price was $150, and you were there, answering questions online 7 days a week, but this year you raise the price to $225, and you designate one day as “office hours” when you’re online answering questions, to make it more sustainable for you, I guarantee you that very few people will actually notice.
The ones that do notice, it won’t upset them at all.
In the scheme of things, the change that you made is reasonable, and it’s clear.
If you changed a course from $150 to $3000, and offered zero feedback, then, sure, people are going to notice, and it might not feel good to them. But I rarely, if ever, see someone make a change like that. At least not in our world.
There’s something else, too.
People delight when you care for yourself.
I have had literally countless, in that I can’t even begin to remember how many, of our clients, after raising their prices or making other changes that just felt resonant in their heart, report that their own clients cheered them on with comments like, “I knew this was coming, you were undercharging.” “I’m so glad you’re making this clear and taking care of yourself.”
It’s really obvious to the rest of us when you aren’t caring for yourself, the way you can tell when a friend isn’t doing well. I booked a massage recently, and I asked if she could see me on a Saturday, and she said, somewhat apologetically, “I have to have time for my family.” I was so happy that she set that boundary. Sure, I didn’t want to wait until Wednesday when she had an opening, but I’m an adult, it’s not a big deal.
There’s something else.
Explanations tend to fall into an apologetic tone, and apologies feel terrible when they aren’t needed.
“Well, I needed more time, and I wasn’t making enough money to pay my bills, so I’m sorry but I needed to raise my rates and limit my hours…” you see, it starts to feel… off. Like the person is asking something of me, to give them absolution, to forgive them for making the decision.
It also highlights the difference for me, and makes it more obvious what I’m missing from last year.
Don’t explain your change.
Just make the change, and describe the reality of what is offered clearly on the offer description page. Be on the watch for your own editorial comments.
Editorial comments:
“I’ll only be available one day a week for questions, so you’ll have to save up your questions and bring them to me then.”
“Only” and “save up” speak to your own mindset that it’s not enough, or that it inconveniences them.’
A more clear, sovereign, in your heart explanation:
“Thursday, every week, between 10am and 3pm eastern, is online office hours for you as a participant. I’ll be available then to read and answer your questions the same day, often within the hour or even faster. If you end up submitting a question right at 3pm, I’ll try to answer it right then, or, at the latest, by the next morning.”
No justification, no expectation that it’s not enough, or that it’s being limited. Just clarity.
The exception.
There are no absolutes, of course, and so sometimes it can feel good to explain the changes. I myself have, from time to time, just been vulnerable about what’s going on for us, and a change we’re making to address it. Because we teach business, it seems important to be transparent very often in service to the learning process.
However, when I do this, I always read and re-read to make sure there is no tone of apology in it, because an apology is asking something of the audience. An apology assumes that something has been done, or not done, that has caused harm, and as such is often asking the other party for forgiveness and understanding. This is a burden on the other person, especially if no harm was actually caused.
If I believe a change that I’m making is causing harm, why am I making the change?
The truth is, there are very few changes you can make in your business that actually cause harm to someone else, and so when there is no harm, there is no need to apologize or make amends.
Embrace the changes
The vast majority of changes you make will be iterative steps, a big deal to you, but small enough that they are not noticeable or minimally noticeable to your clients.
Embrace the changes you make, and be clear in explaining what you’re offering. Then enjoy the fruits of your decisions!
I want you to deeply trust your heart, and the steps your heart guides you to take to care for yourself in business.
With love,
Mark Silver, M.Div.
Heart of Business, Inc.
Every act of business can be an act of love.
p.s. Business Model Intensive
One of the changes that is often made involves the business model, and I want you to feel super clear about improvements to your business model, because they can feel great, increasing your revenue while also increasing your free time.
You can still jump in, if you have May 3 open.
Click: The Business Model Intensive
p.p.s. Spiritual Truths about Shame in Business
Shame has a painful impact on people’s ability to develop and run their business with an open heart. I want to lead a super short 30 minute webinar on Sufi Spiritual Truths about Shame that I hope can bring relief and healing.
We’re still setting up the registration, but you may want to save May 10, 2pm-2:30pm eastern. We’ll announce it when it’s ready.
1 Response
Thanks, Mark great blog, as a bit of a chronic people pleaser and overgiver in my business for over 20 years who has worked hard at being able to receive more. You have highlighted in this great article an unconscious habit of over explaining , so thank you. Keep up the great work