Value, not Price: A True Story

We've been lucky enough to receive lots of positive feedback from our wonderful direct customers, which we are always thrilled to get. We frequently talk to our colleagues about how direct clients need to feel that they are getting good value and that they oftentimes focus less on price. After all, if they can hire a contractor who gets done exactly what they need in the timeframe they need it, whether that service costs $x or $x plus 20% is oftentimes not that relevant.

Case in point: a few days ago, one of our favorite customers called us. She mentioned that she'd just recommended us to a fellow small business owner. She said that we provide amazing translations and that they are a great value! We've heard a lot about our business, but we usually don't have customers volunteering to pay more, which is exactly what she said, verbatim. She instructed us to charge her a bit more, since she's getting great value and is happy to pay more. We are still speechless and very, very grateful for the sign of trust. Has that ever happened to you? It's certainly a first for us, but it goes to show that it really is all about value, and that customers are willing to pay for it.


Ryan Ginstrom on December 7, 2009 at 6:49 PM said...

Congratulations on creating a satisfied customer!

I've had customers offer to raise my rates before, and it really makes me happy -- not only because of the money, but also because it shows that the customer values your work and their relationship with you.

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The entrepreneurial linguists and translating twins blog about the business of translation from Las Vegas and Vienna.

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