Let’s get something straight: price might get someone in the door, but service is what keeps them inside. And if you're losing clients faster than you can pitch your next offer, it might not be your price tag that's the problem.
As a business and leadership coach who’s helped hundreds of entrepreneurs and sales professionals grow their revenue without selling their souls, I’ve seen it firsthand. People think it's price. They say it's price. But what they feel? That’s all about how you made them feel.
Raise your hand if you've ever heard this line: "I just found a better deal." Truth bomb? That’s often code for: "I didn’t feel like you saw me, valued me, or cared about my outcome."
We live in a world where people pay $7 for coffee, $40 for candles, and fly across the country to hear someone speak for $500 a seat. Price is relative. Value is emotional. Your job as a business owner or leader is to create experiences that justify the price—and then some.
We talk a lot about branding and social media and offers, but if you’re not delivering top-tier service—consistently—you’re just a pretty package with no substance. Great service is what builds trust, breeds loyalty, and turns your customers into walking billboards.
What does great service actually look like?
This isn't about being perfect. It's about being present, being accountable, and being excellent.
Here’s a quick gut-check I use with my clients to figure out where their service might be breaking down:
When we fix just one of these, we often see retention increase dramatically. Fix three? Game-changer.
Here’s what happens when service breaks down:
It's not just a customer problem. It's a culture problem. And left unchecked, it’ll sink even the most brilliant offers.
Want to raise your prices and keep your clients? Fix your service.
Service is not something you have to do. It’s something you get to do. It's your chance to turn a transaction into transformation.
The businesses that will win in the next 10 years aren't the cheapest—they're the ones who care the most. And if you want to charge premium prices? Deliver a premium experience.
Your price isn’t the problem.
Your service is the opportunity.
Let’s fix that.
Want help designing a client experience that blows your competition out of the water? Book a 1:1 coaching session with Heather or explore our Self-Starter Series on building scalable, service-based systems that actually work.
