Customer Policy and Rate Change Notice

What a good one includes

• A clear, prominent effective date that gives clients at least 30 days of notice before the new rates or policies kick in.
• A brief, honest explanation of why the change is happening, such as rising premium lumber costs or the need to manage limited workshop floor space.
• A side-by-side comparison of old versus new rates or a plain-language summary of the new storage fee structure.
• A statement clarifying that all existing, signed estimates or active projects will be honored at the original price.
• Specific timelines regarding when a completed item is considered abandoned and the exact daily fee that will be applied to cover storage.
• A welcoming invitation for clients to reach out directly with any questions or to schedule pending projects before the rate adjustment date.

Common mistakes to avoid

• Over-apologizing for raising rates, which can accidentally devalue your craftsmanship and make the increase seem negotiable.
• Implementing the changes immediately without giving repeat customers a fair heads-up to plan their budgets or pick up their items.
• Using overly complex legal jargon to justify storage fees instead of writing a simple, direct policy that any customer can understand.
• Failing to apply the new policy consistently, which can cause confusion and breed resentment among your regular clients.

Frequently asked questions