“It feels weird to wait three days just because they chose Bronze?”
Fellow list member Kyle Beltle, CPA, wrote in asking about a concern I hear frequently; answer shared with permission:
“It feels weird to sit on an email for three days just because someone chose Bronze instead of Gold.”
Yes — that’s one way to look at it.
As an intentional delay. Intentional withholding.
But there are three other ways to look at it, and they may work better if you’ve wondered the same.
First — you don’t have to withhold your response for three days.
A three-day response time is a maximum, not the day you must reply.
If you want to respond the same day, or the next day, you absolutely can.
The point isn’t withholding.
It’s leeway.
If something unexpected pops up and you’re slammed, response times give you a pressure-release valve.
Gold clients get priority.
Silver comes next.
Bronze can wait.
All you have to do is meet the minimum promise.
That doesn’t mean you can’t deliver faster if you want to.
Second — response time helps position your Bronze package.
Not as bad service.
As a lower-priced option.
Think airline tickets.
Economy isn’t wrong — it’s cheaper.
And part of how it’s cheaper is the experience.
People who buy economy know the experience won’t be the same as business or first class.
Slower response time is just one feature of a Bronze package that signals:
“This is the lower-priced option for people who prefer the lower-priced option.”
Third — it opens the door to batching and systematizing.
Because you don’t owe an immediate response, you can choose when you answer Bronze clients.
Maybe it’s Tuesdays and Thursdays.
Maybe it’s Wednesday afternoons.
You don’t have to batch — but you can.
By setting a five-business-day response window, you could batch all Bronze responses into one block of time each week.
Spreading response times across Bronze, Silver, and Gold isn’t something you have to do.
It’s a tool you can use if it helps.
A release valve when things get busy.
A clear way to prioritize.
A way to systematize instead of reacting all day long.
This isn’t about intentionally withholding or delaying.
It’s about designing packages and prices that give clients real choices — at prices they like — while allowing you to run a business that’s planned, organized, and sane.
Great question, Kyle – glad you asked!
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