Let the frontline hear the price before the customer does

Career · Little Light original

A new price is approved in a senior meeting. The model works, the announcement is polished and the launch date is set. The people who answer customers learn about it shortly before everyone else, even though they will receive the first confusion, anger and questions the presentation never had to face. Bring them in earlier. They know which part of the offer customers value, which explanation sounds evasive and where a policy will create an exception every afternoon. Their perspective does not decide the commercial strategy by itself. It helps the strategy meet the relationship it depends on. Give them the reasoning, invite difficult questions and adjust the message or process where their experience exposes a gap. A price change is not complete when the spreadsheet balances. It becomes real in hundreds of human conversations. Respect the people who will hold those conversations by allowing their knowledge to shape the plan before they are asked to defend it.

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