The morning I lost the wrong customer. A pricing conversation that went badly last Thursday, what I should have said instead, and what it cost us to find out. Jemma Heather · founder, InterioApp Vilnius · Thursday A retailer in Manchester emailed us last Wednesday.
Twelve people, three showrooms, all the right symptoms - quoting in spreadsheets, losing orders to slow turnaround, the boss spending Friday nights on inventory. Exactly the kind of business InterioApp was built for. I jumped on a call with the founder Thursday morning.
By Thursday afternoon, he had said no. By Friday, I understood why, and the reason had nothing to do with InterioApp. The reason was that I had walked into the call holding our pricing sheet.
Our pricing is per-user, per-month, with tiered discounts for company size. Sensible. Easy to explain.
Fits how SaaS works. The retailer asked the question every retailer asks in the first ninety seconds: "how much for our setup?" I gave him the honest answer. Twelve users at our standard rate, minus the small-business discount, billed annually, came to a number I will not write here but he reacted to it with a small pause and a polite "I see." That pause was the moment I lost him.