How To Talk About Money With Clients (Without Feeling Awkward)
Money conversations between you and your clients or customers don’t need to be tense, but we get why these can be. Talking about pricing and payment sometimes feels personal, and a little uncertainty can turn even a simple question into a stressful back-and-forth.
That’s why we’ve put together this guide on how to talk about money with clients — especially if you run a salon, fitness studio, solo practice, or any other service business.
7 Tips for Discussing Pricing and Payment Terms
Yes, it’s possible to make money conversations feel normal and not at all nerve-wracking (even if you’re a new business owner or manager)! Below are the most important tips to keep in mind:
1. Set your prices and policies first (if you haven’t yet)
If you feel awkward talking about pricing and payment with clients, it may be because some details haven’t been ironed out yet. That’s why you should decide on your numbers and rules before everything else.
Start by writing down the price and duration of each service and/or class. Then, note when payment is due (e.g., at booking, deposit, card on file, or after), how reschedules and late cancellations work, what counts as a no-show, when refunds apply, and how you price extras/add-ons.
Make sure to keep the language plain and consistent. This one-page reference becomes your “money script” for your website, booking page, emails, DMs, and staff training. When questions come up, you can quote or copy-paste the same sentence every time — no need to improvise.
Also read: 13 Smart Ways to Reduce Administrative Overhead in Your Service Business
2. Show prices right away so clients don’t have to ask
Nobody likes guessing how much something costs, so it’s your responsibility to make prices easy to see wherever clients look up your services or classes. This includes your social media pages, Google listing, and booking page.
For each service or class, specify what’s included and what counts as an add-on or upgrade. If you accept bookings through DMs or email, link people to a live pricing page or have a price-list post pinned on your profile.
If you’re using Bookedin, you can display prices, add-ons, and time estimates right on your booking page and Google listing. Then, all you have to do is share that single link everywhere, like your site, social media bio, and email signature.
Overall, being upfront through clear, consistent pricing means fewer back-and-forth questions and fewer chances for awkward conversations.
3. Explain payment terms clearly
When defining your payment terms, keep them brief but very specific. Cover these essentials in a few lines: what is due at booking (deposit or full, if applicable), which payment methods you accept, the deadline for rescheduling, and what happens if the client cancels late or doesn’t show up.
Here’s a template you can copy:
“To reserve your spot, a [deposit amount or %] is due at booking and goes toward your total. You can pay by [methods]. You’re free to reschedule up to [X hours] before your appointment. Late cancellations and no-shows are charged [fee or %] to cover the reserved time.”
With Bookedin, you can include your payment terms right in the booking flow. That way, clients can read these even before they finalize their appointment or class. You can also switch on deposits or full prepayment through Stripe, Square, and PayPal.
4. Let automated confirmations and reminders do the heavy lifting
No need to re-explain prices and payment terms over the phone to clients if your automated messages already cover those.
Once the client has booked a service or class, your system should send an immediate confirmation (either via text, email, or both) that includes the service/s, date and time, price or deposit, reschedule link, and link to your policy. Follow with a reminder one or two days before the appointment that includes arrival details (such as door code and parking info) or a video link (if it’s virtual).
Keep the tone of these automated messages friendly and concise. When clients know exactly what they booked and what to do if plans change, payment conversations get easier.
Want more control over timing, channels, and message content? Bookedin’s Plus and Pro plans let you fine-tune when confirmations and reminders go out, choose email and/or SMS, set cancellation policies, and more!
5. Offer add-ons and packages at booking to avoid awkward upsells
Clients typically don’t enjoy being sold extras on the spot, as it can feel pushy and catch them off guard. Instead, make upgrades and bundles already available during booking so clients can choose what works for them.
Highlight a few popular add-ons with clear benefits and pricing, and design packages that make ongoing sessions feel like a better deal.
Showing clients these options ahead of time ensures transparency and helps them feel in control — and on your end, you get to skip the uncomfortable sales pitch!
6. Set a script and stick to it
Having a short script with easy-to-practice wording takes the awkwardness out of talking about money with clients. It prevents you and your staff from possibly freezing up or giving mixed messages across communication channels.
Write two or three short sentences for the situations your business often encounters: quoting the price, explaining a deposit, outlining the late-cancel/no-show policy, clarifying what counts as an add-on, and announcing a rate change.
Keep the language plain and neutral — no apologies, no jargon — so the message is clear, calm, and easy to accept. It’s also good to practice the lines out loud until they feel natural.
When you and your team say the same thing every time, clients know what to expect and that your prices and policies aren’t personal or up for debate.
7. Standardize exceptions so you aren’t deciding case by case
Random favors usually happen in the moment — over text, at the desk, or mid-service — when someone asks for a fee waiver or a discount and you say yes to keep things smooth. Later, others might expect the same, and now your team isn’t sure what to allow, which leads to confusion for everyone.
That’s why you should always decide in advance what your exceptions are and write them down. These can include a courtesy reschedule in severe weather or a small loyalty discount on packages (not single sessions). State the criteria, the limit (e.g., how often), and what proof you need (e.g., a storm closure notice).
When the rules are clear, you’ll be fair to everyone, protect your calendar, and avoid awkward on-the-spot decisions.
Also read: A Step-by-Step Guide to Transitioning from Manual to Online Scheduling
Key Takeaways on How To Talk About Money With Clients
Overall, figuring out how to talk about money with clients comes down to three things: details, clarity, and consistency. That means deciding on your prices and policies, showing these early on, repeating them the same way every time, and backing them up in writing.
When clients know the “how much,” “when due,” and “what if plans change” before they book, there’s less haggling, fewer no-shows, and a lot less stress for everyone.
If you’re someone who often dreads money conversations with clients, you don’t necessarily need more charm. More often than not, all you need is a process — which is where Bookedin comes in!
Your booking page can handle the “hard parts” for you, from collecting deposits or prepayments to stating policies in confirmation texts or emails. Set it up once (no card required!) and let the system manage the details, so you can focus on providing great service.
