Do not bring your internal complexity to your customer

During a recent breakfast session (thanks for the invite, Christophe Cieters!), I had a fascinating chat with a passionate female entrepreneur who runs beer tours for team-building experiences (yes, it's a Belgian thingy).

One key takeaway: Avoid burdening your customers with internal complexities. There are a lot of reasons why here is a pricing example.

For instance, the entrepreneur offers packages with a set number of participants per tour, ensuring an optimal customer experience. However, communicating a maximum capacity per guide led to unexpected challenges. Prospects began adding more participants than the maximum, expecting a lower price for the extras since the guide was already accounted for.

I advised a different approach: charging more for extra participants. Here's why:

• Encourage customers to opt for a second package, ensuring everyone enjoys the optimal experience
• Account for additional costs, such as extra staff needed to support larger groups and organisational overhead.

What would you do in this scenario? I'd love to hear your thoughts and feedback. 

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