Don’t Go Silent—Talk to Your Customers

Let’s be honest—no one likes delivering bad news, especially when it’s about rising costs. But if you’re feeling the pressure of tariffs, your customers probably are too. The worst move you can make? Going quiet.

In my experience, especially with small to mid-sized companies, too many leaders put off these conversations or try to absorb all the impact themselves. That leads to squeezed margins, strained operations, and resentment all around.

But here’s what works better: clear, honest communication that builds trust—not excuses.

Here’s what I recommend to my clients:

1. Don’t Wait Until It’s a Crisis
   When pricing changes are coming—even if they’re still a few months out—loop your key customers in. You don’t need all the answers, but early transparency builds credibility.

I’ve helped businesses script these messages: what’s changing, why it’s happening, and how you’re working to minimize the impact. Most customers appreciate being kept in the loop, especially if they rely on you.

2. Offer Solutions, Not Just Increases
   Price increases are rarely the whole story. Can you offer volume discounts, longer lead times, or bundled services to soften the blow?

One of my clients rolled out a pricing update but paired it with upgraded customer support and a 30-day rollout buffer. Not a single key account walked.

3. Keep the Relationship Front and Center
   A price increase should never be the only time your customer hears from you. Build regular check-ins into your process—especially for large or long-term accounts.

Think of it this way: in a competitive market, customers don’t just buy your product—they buy how easy you are to do business with.

What You Can Do This Week:

• Review your customer list and flag any accounts where margins have eroded. Prioritize those for outreach.
• Draft a simple communication plan for pricing updates. Don’t overcomplicate it—honesty wins.
• Sit with your team and brainstorm value-adds you can offer—even small ones—to make customers feel supported.

Bottom Line

You don’t have to apologize for adapting to global economic changes—but you dohave to communicate them clearly. And if you handle it right, tough conversations can actually deepen relationships, not damage them.

Need help framing the message or analyzing which customers are profitable under your new pricing? That’s exactly what I help with.

→ Book a free consult with me here: https://www.impactcfo.net/free